SUMMARY

A versatile and results-oriented information technology professional with extensive experience in help desk operations, call centers, systems analysis and engineering, network administration, cellular and wireless operations, hardware and software, computer operations, implementations, installations, integrations, migrations, conversions, upgrades, troubleshooting and end-user support. Quickly adapts to new environments, enhancing skills to support an organization's long-term growth objectives.

TECHNICAL SKILLS

Operating Systems: Windows XP, Windows Vista, Windows 7, Windows 2000
Networks: LAN
Hardware: Laptops, Blackberries, iPhones, Network Printers, Imaging Laptops and Desktops
Software: Corporate Version Antivirus, Microsoft Office Suite 2003 and 2010, Avaya, Cisco, Lotus Notes, CITRIX, Spam Filters and Web Filters
Servers: Exchange Server 2003, Active Directory, Windows Server 2003, Windows Server 2008

EXPERIENCE

Confidential Northbrook, Illinois
IT Systems Technician 2011

• Troubleshot PC\\LAN equipment and assisted with desktop, laptop and server software installation. Provided first- and second-level technical support.
• Trained single end-users on existing software applications in network environments.
• Managed LAN, including Internet connectivity, TCP/IP settings and VPN, as well as user list on Windows Active Directory.
• Maintained Active Directory infrastructure.
• Assisted users and provided after-hours support. Responded to user problems involving hardware and software.
• Oversaw use of Ghost to reimage and refreshing of laptops and desktops, transferring data accordingly.
• Upheld and managed Symantec Backup Exec.
• Held responsibility for user provisioning, user accounts, BlackBerry handhelds, iPhone, mobile e-mail devices, e-mail, VPN and Cisco phone systems.
• Served as managing Cisco call manager as well as contact for equipment orders to ensure proper configuration and compliance with firm standards.
• Installed new computer and network equipment, including peripheral devices. Delivered maintenance and troubleshooting functions for desktop and server systems.
• Collaborated with Village Web site operation.
• Configured, installed and supported computer hardware and software customized for and connected to Windows XP and Windows 7 clients. Troubleshot issues in Windows Server 2003 and 2008 environments.
• Offered remote support via telephone and e-mail, as well as desk-side support for hardware, software and peripherals.
• Rolled out project for Windows XP Professional and Windows 7 on desktop and laptop computers with Antivirus Corporate Version administration and troubleshooting.
• Guided operation of public safety computer systems as well as research and acquisition of computer equipment. Directed Barracuda spam and Web filters.

Confidential. Deerfield, Illinois
IT Support Specialist 2009-2010

• Acted as central point of escalation for end-user-related issues.
• Managed desktop support resource workloads across several different projects, roles and locations.
• Prepared computers for new hires and provided personalized on-site support to deliver finished product.
• Served as service owner for desktop support team's service offerings.
• Staged and upgraded workstations, laptops and servers.
• Provided remote support via telephone and e-mail as well as desk-side support for hardware, software and peripherals.
• Oversaw user provisioning, encompassing user accounts, BlackBerry handhelds, mobile e-mail device, e-mail, VPN and Avaya phone systems.
• Directed Windows Server and Exchange administration.
• Delivered disaster recovery of client workstations and end-user moves, adds and changes.
• Built and maintained system hardware, including IBM, HP and Toshiba laptops and desktops.
• Participated in configuration and deployment of hardware, software, enterprise-wide configuration changes, patches and upgrades to laptops and desktops.
• Integrated new and existing technologies into support teams.
• Reviewed related documentation and trained analysts on technical specifications and diagnostic processes.
• Monitored information within incident management cases for consistency and thoroughness.
• Created and maintained team documentation, diagrams and databases.

Confidential. Chicago, Illinois
IT Support Coordinator 2007-2009

• Provided level-two technical support to RSM McGladrey lines of business, service lines and physical locations.
• Built and maintained system hardware for IBM, HP and Toshiba laptops and desktops.
• Offered infrastructure support, such as DNS, DHCP and WINS configurations.
• Managed LAN, including Internet connectivity, TCP/IP settings and VPN, as well as user list on Active Directory.
• Logged support incidents into CA, help desk ticket tracking system, in addition to monitoring queue and providing assistance to IT support specialists.
• Used Ghost to reimage and refreshed laptops and desktops, transferring data accordingly.
• Served as liaison between internal client services, IT resources, regional technology staff and end-user group.
• Delivered functions as contact for equipment orders to ensure proper configuration and compliance with firm standards.
• Participated in testing phases of changing hardware and software standards.
• Supervised and maintained office PC systems, including hardware, software, configuration, updates and patches to minimize and eliminate actual and potential down time.
• Prepared computers for new hires and provided on-site support in delivering finished products.
• Cooperated in maintaining inventory of technology equipment, including desktops, notebooks and portable printers.
• Coordinated on-site and off-site end-user support.
• Collaborated with regional technology administrator on LAN/WAN issues affecting efficiency and reliability of office network as well as other activities, strategies and projects.
• Evaluated service and delivery methods, solicited feedback from users to monitor perceived performance of products and services provided by technical staff and communicated ideas and recommendations for improvement of service and delivery.

Confidential Chicago, Illinois
IT Support Specialist 2007

• Managed traders list and product list on trading technologies application.
• Handled routine maintenance and software updates and patches for porting of applications to environments, constantly monitoring environments for stability and scalability. Oversaw server room.
• Installed, configured and supported computer hardware and software customized and connected to Windows XP clients with Windows 2000 Professional.
• Prepared computers for new hires and provided personalized on-site support.
• Conducted inventory control, maintaining assets database installation of networking equipment and troubleshooting.
• Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.

Confidential London, England
System Support Engineer 2006

• Relocated computers, encompassing various kinds of hardware.
• Oversaw recom/decom of Bloomberg machines, dealer boards and Reuters stations.
• Patched networks, laptops, docking stations, phones, network cables and networks of computers with Windows XP/2000 clients.
• Received and logged help desk calls and tickets.
• Prepared documentation, including FAQs, instructions and troubleshooting.

Confidential London, England
Network Assistant 2005-2006

• Provided IT technical support.
• Identified training requirements on behalf of IT support team.
• Completed roll-out project for Windows XP Professional on desktop and laptop computers.
• Conducted routine maintenance and software updates and patches for porting of applications, constantly monitoring environments for stability and scalability.
• Created organization units, user accounts and mailboxes.
• Managed LAN, including Internet connectivity, TCP/IP settings and VPN.
• Oversaw user list on Active Directory.
• Installed and configured operating-system-based software for printers and network file share, configuration and troubleshooting.
• Provided installations and upgrades of PC-based hardware and software, as well as primary support.
• Troubleshot Microsoft Outlook.
• Delivered technical expertise related to operational support, hands-on implementation and configuration of network devices, such as servers and desktop computers.
• Handled Microsoft Exchange Server 2003.

Confidential Porbandar, India
Business Development Executive 2003-2005

• Provided IT technical expertise and support, identifying training requirements for IT support team, and prepared documentation.
• Cultivated and maintained relationships with customers.
• Reported positive and negative feedback from customers.

Confidential. Baroda, India
Help Desk Technical Executive 2001-2002

• Provided top-level support for customer and dealer technical issues and information requests to research, troubleshoot and provide timely solutions to technical problems.
• Managed complete help desk operations and supervised reporting structure.
• Determined root cause of problems and implemented corrective actions using available tools, personal knowledge and skills.
• Supported customers with installation, configuration and troubleshooting of Windows 98, Windows NT and Windows 2000.
• Oversaw servers remotely using MMC Remote Desktop and Remote Assistance.

EDUCATION

• B.Com., Accounting.

CERTIFICATIONS

Microsoft Certified Information Technology Professional, 2010
Microsoft Certified Systems Engineer, 2004
Microsoft Certified Professional, 2004

LANGUAGES

Fluent in English, Gujarati and Hindi.