SUMMARY:

Skilled Desktop Support Engineer with 8.9 years of experience in providing comprehensive technical support to end - users in airline, financial, customer service, and publishing industries. Successful in installing, upgrading, and configuring innovative applications on Windows operating systems and providing technical support to optimize workflows and minimize business interruptions. Seeking to utilize expertise in information technology and desktop support to take next career step with a highly respected firm.

CORE SKILL:

• Windows patching, application testing, publishing, deployment.
• Level 3 Windows Desktop Support, End User Computing, Site Services, Client System Administrator, VIP Executive / White Glove Support.
• Basic Azure, Active Directory, Networking voice & data, Exchange & Office 365
• Hardware knowledge and knowledge of PC assembling & troubleshooting. iPhone, Avaya desk phone & softphone, SIP phone configuration, installation.

TECHNICAL SKILLS:

Tools: SCCM, Adobe CC, HP Client Automation, Microsoft Office 5, OneDrive, ServiceNow, Okta.

Operating System (Client): Windows 7-10, Mac

Operating System (Server): Windows Server 2003, 2008 & 2012/R2

Remote Tool: Logmein, TeamViewer, BOMGAR, DameWare, lync/S4B

Security Tool: Qualys, CrowdStrike, Archer, Bit9, FireEye

MANAGEMENT SKILL:

• Service Level Management
• Change Management
• Maintenance and Repairs
• System Security
• Inventory Management
• Customer Service
• Applications Support
• Troubleshooting
• Agile Methodology
• Peer to Peer

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support Engineer

Responsibilities:

• Daily system monitoring, verifying and reviewing all hardware, data resources, systems and key processes etc.
• Regular security monitoring to identify possible disturbance, performing daily backup operations.
• Investigating and troubleshoot all issues related to IT infrastructure for internal teams or clients using telephone/emails etc.
• Maintain operational, configuration, or other procedures. Performing regular updates and upgrades as and when necessary.
• Install new / rebuild existing systems and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements of the company/client.
• Develop and maintain installation and configuration procedures and system standards.

Confidential

IT Analyst

Responsibilities:

• Liaising extensively with external or internal clients.
• Analysing clients' existing systems.
• Translating client requirements into highly specified project briefs.
• Identifying options for potential solutions and assessing them for both technical and business suitability.
• Drawing up specific proposals for modified or replacement system.
• Producing project feasibility reports.
• Presenting proposals to clients.
• Working closely with developers and a variety of end users to ensure technical compatibility and user satisfaction.
• Ensuring that budgets are adhered to and deadlines met.
• Drawing up a testing schedule for the complete system.
• Overseeing the implementation of a new system.
• Planning and working flexibly to a deadline.
• Writing user manuals.
• Providing to users of a new system.
• Keeping up to date with technical and industry developments.

Confidential

I.T. Analyst

Responsibilities:

• Lead the desktop platform team. 24*5 Support with weekend OnCall.
• Develop and execute on enterprise workstation imaging / deployment methodology.
• Develop and execute on plan for increasing overall desktop platform optimization and standardization.
• Ensure correct installation, configuration, use and maintenance of the Microsoft SCCM Platform.
• Oversee group policy including review of existing policies and proposed changes.
• Create and manage application deployment objects for new and existing software.
• Establish and maintain self-provisioning pool of applications
• Manage deployment of all patches, critical updates and service packs on a timely basis.
• Maintain ongoing communications with support teams regarding application issue resolution and general workstation management support.
• Provide 3rd level support for the desktop platform.
• Work with key platform vendors for support to resolve issues as well as platform strategy development.
• Representing Desktop Support Team in weekly Operations meeting.
• Coordinate applications release with Software Solutions and QA teams and business owners.
• Coordinate release of patches/critical updates and service packs.
• Provide technical assistance to support groups as needed.
• Monitor desktop platform helpdesk queue to ensure issues are resolved timely.
• Monitor Microsoft SCCM Platform health and mitigate identified problems.
• Provide mentoring, guidance and support to others on staff when needed.
• Handled ransomware attack(2016) at client production environment.
• Making application available in SCCM Software Catalog.

Confidential, Hoboken, NJ

Responsibilities:

• Managing Town Hall for CEO, CFO CXO level users.
• Windows 7 image management, regression testing, driver package(Dell, Toshiba) testing.
• Work on special projects as needed.
• Project: Windows 10 testing, pilot deployment, zero touch OSD, Office 365 migration & OneDrive deployment.
• Introduced manned & unmanned TechBar concept, got appreciation from CIO & CFO.
• Worked with Client & implemented One User One Computer policy.
• Desk side support, machine installation.
• Handling escalations & L3 Incidents.
• Train colleagues and service desk staff.

Confidential, Atlanta, GA

Responsibilities:

• Manage 68K+ workstations & 6K+ windows servers.
• Managing Security Vulnerability & Remediation.
• Co-ordinating with vendor & application support team to resolve L3 issues.
• Identify sources and trends of technical problems to prevent future occurrences.
• Handle Major incidents, Change Requests.
• Serves as an escalation point for difficult problems and complex inquiries.
• Follows up on specific inquiries or requests to ensure client satisfaction.
• Critical component i.e Java, Adobe Flash, .Net deployment based on application dependency after testing.
• Monthly windows patching through HP Client Automation for workstation & through SCCM for server. Periodically AD & Ldap clean up.
• Meeting with component owners regarding monthly release.
• Windows 7 image management, regression testing, driver package(Toshiba) testing.
• Windows 10 pilot engineering, Office 365 testing & deployment.
• Intermediate level: PowerShell script understanding.
• Implemented monitoring agent in Kiosks to reduce human effort to raise incidents for faulty PCs & maximum availability.
• Co-ordinate with application owner to test any application & make it available in IT Service Portal, so users can request any application & will get deployed automatically without any human intervention.
• Publish Knowledge Articles for Service Desk & Level 2 Team.