SUMMARY

Experienced Technology Professional with 12 years of hands on experience on Desktop Support, Networking, Infrastructure management, Windows XP, Win 7, 2008 / 2003 / 2000 / NT 4.0 Server, Windows 2000 Professional, Windows XP professional, Win 7 pro and Windows 8.1 Skilled in communicating complex technical information in understandable terms to business clients and team members. Capable of handling multiple projects with different priorities concurrently in high - pressure environments. Perceptive and pragmatic problem solver with a reputation for high standards of performance, integrity and loyalty.

TECHNICAL SKILLS

• Software:
• MS office 97/XP/2003 Suite (Outlook included)
• FrontPage 98 / 2000 / XP /2003
• HomeSite 4.5
• NetStudio
• Robohelp
• MS Visio
• MS Project
• Server Management Tools:
• Symantec PC Anywhere 10.5
• Server Management Server
• Site Server for Statistics
• Active Directory User Manager
• Operating Systems:
• Windows N.T 4.0
• Windows 2000 / 2003 Professional and Server Administration
• Windows 95, 98, (3.1)
• Windows XP Pro & Home Edition
• MS - DOS
• Peripheral Devices:
• Compaq Proliant Servers
• IBM e Server
• Dell Power Edge Server
• PDA s
• External Data Network Storage
• Printers Inkjet and LaserJet
• Digital Cameras
• Scanners
• Copiers and other office Machines
• Fax Machines
• DSL Devices, e.g.: Modems, Routers, Switches and Hubs
• Wireless Hubs, Access Points
• Networking wireless Local Area Networks
• References available upon request
• 7

PROFESSIONAL EXPERIENCE

Confidential

Responsible for providing support to all Confidential office locations covering about 2000 users.

O/S used is win 7 and win 10. Providing support to remote users via LanDesk and Bomgar, Cloud based email, Salesforce systems. Providing support to MAC users.

Install, configure, and troubleshoot Windows based operating systems, Microsoft Office & Google products, and provide application support to end-users, Backup and recovery end-user data and files.

Troubleshooting Hardware and software issues.

Removal of viruses from the PC’s. Assisted users with Google Drive, Gmail issues, MS Office Suite, and Network related issues.

Managing EUC projects - giving timely reports / LOE to the management

Creating extension, and voice mails and managing phone for users

Providing access to application for users in a cloud based environment.

Confidential

Desktop support Services for EUC tower.

Primary Responsibilities: Responsible for managing a team of 5 members and providing support in terms of technical / process and training whenever required and act as on-site coordinator for an offshore delivery.

Responsible for successfully upgrading more than 100 laptops with Win in less than 4 weeks.

• Co-coordinating with clients and business to find the new business opportunities / requirements and executed by delegating the task with appropriate team members.
• Install, configure, and troubleshoot Windows based operating systems, Microsoft Office& Outlook products, and provide application support to end-users, Backup and recovery end-user data and files.
• Providing remote PC support and troubleshooting.
• Installing Dell / Confidential PCs and laptops and re-imaging the new PCs/laptops via the network.

Confidential / McClatchy

Transition Manager for Client Services: Currently working as a Field Services transition manager for US

Region. Successfully completed the Knowledge transfer across all of US. Responsibilities included - knowledge transfer from the current incumbents, documenting the knowledge in the form of SMTD, capturing gaps, interviewing FS members, on boarding and providing induction to team members, providing reverse KT to the FS members, ensure each team members have the access to the McClatchy environment.

Confidential / Novartis

Desktop Manager for Client Services: Worked as a transition manager for US and LATAM

Region. Successfully completed the Knowledge transfer across all of US and LATAM for PHASE 1 of transition. Started the Knowledge transfer for the EMEA region (Switzerland and France). Managed a team of 30 people in USA / LATAM and blended the team together. Perform weekly meeting to know of any issues and to have cross meetings between team members to reduce any knowledge gaps.

Confidential / VF Corp, NC / NC / NY

Desktop support Services for EUC tower. Successfully completed transition activities for EUC tower spanning 6 months. It included the KAP / KT for 18 dedicated resources, 51 dispatch location and 32 locations for limited support.

Nexthink (analytics tool) and SNOW (Service Now - ITMS management tool for ticketing) were integrated as new tools replacing Remedy ticketing tool system.

Primary Responsibilities: Responsible for managing a team of 27 members and providing support in terms of technical / process and training whenever required and act as on-site coordinator for an offshore delivery.

• Co-coordinating with clients and business to find the new business opportunities / requirements and executed by delegating the task with appropriate team members.
• Install, configure, and troubleshoot Windows based operating systems, Microsoft Office& Outlook products, and provide application support to end-users, Backup and recovery end-user data and files.
• Providing remote PC support and troubleshooting.
• Installing Dell / Confidential PCs and laptops and re-imaging the new PCs/laptops via the network.
• Installation of new PC’s and or printers Confidential users’ desk. Troubleshooting users’ issue such as MS OFFICE, Outlook issues, Printer issues, PC issues.
• Removal of viruses from the PC’s. Assisted users with Outlook, MS Office Suite, and Network related issues.
• Troubleshoot hardware and software issues
• Troubleshooting and configuring emails on smart hones - Android, BB and iPhone
• Vendor Management
• Help in installation of Konica Bizhub printer on the network and help in configuration.
• Touch base with all the team members on a weekly, daily basis for any issues or any new technology issues.
• Troubleshooting and fixing MAC issues.

Confidential / Quest Diagnostics, NJ

Support - Desktop Support Manager / EUC PM

Primary Responsibilities: Responsible for managing a team of 6 members and providing support in terms of technical / process and training whenever required and act as on-site coordinator for an offshore delivery.

• Co-coordinating with clients and business to find the new business opportunities / requirements and executed by delegating the task with appropriate team members.
• Managing EUC projects - giving timely reports / LOE to the management.
• Install, configure, and troubleshoot Windows based operating systems, Microsoft Office& Outlook products, and provide application support to end-users, Backup and recovery end-user data and files.
• Providing remote PC support and troubleshooting.
• Installing Dell / Confidential PCs and laptops and re-imaging the new PCs/laptops via the network.
• Installation of new PC’s and or printers Confidential users’ desk. Troubleshooting users’ issue such as MS OFFICE, Outlook issues, Printer issues, PC issues.
• Removal of viruses from the PC’s. Assisted users with Outlook, MS Office Suite, and Network related issues.
• Troubleshoot hardware and software issues
• Vendor Management