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Helpdesk Support Engineer Resume

SUMMARY:

Solutions - focused professional with over 3yrs experience providing rapid and client-focused technical support to 6000+ users in 24/7 environment. Demonstrated capacity to identify root cause and providing lasting solutions. Well versed in a variety of common operating systems, applications, and hardware with a proven ability to learn new tools and technologies quickly.

TECHNICAL SKILLS:

Operating systems: MS-Dos, Windows Server 2003/2008, Windows 2000/XP/Vista/7/Mac

Networking: TCP/IP, LAN, DHCP, DNS, Ethernet, FTPApplications Citrix Xenapp, Vmware, Exchange 2003/2010, Server 2003/2008, RSA secure id, MS Office 2000/ 2003/2007/2010 , Bloomberg, Reuters, Webex, Symantec Antivirus/Backup, RDP, VNC viewer,Logmein, Team viewer, ILO, Rightfax, Winzip, Adobe Reader, Internet explorer, Firefox, Google Chrome, Opera, CutePDF

Hardware: Servers, Thin clients, Desktops, Laptops, printers, scanners, cameras, PBX, CISCO VOIP, Projectors, CCTV

PROFESSIONAL EXPERIENCE:

Confidential

Helpdesk Support Engineer

Responsibilities:

  • Support various Managed Services Clients through VPN.
  • Loading patches on UAT/PRD environment for client testing.
  • Providing L1/L2 support to more than 6000 users worldwide in 24/7 environment.
  • Working in a team of 40 members and coordinating with different levels of team in India, US and UK.
  • Providing remote support with the help of tools like RDP, VNC Viewer, Team Viewer.
  • Active directory, DNS and GPO management on Server 2003/2008.
  • Mailbox management on MS Exchange 2003/2010.
  • Basic Vmware support
  • Reuters (Messenger, 3000 xtra) and Bloomberg support.
  • Symantec/Sophos Antivirus Installation and management.
  • Symantec Backup Executive management
  • Security patch management on Desktops/Servers
  • Citrix Xenapp 6.0 Support on Server 2003/2008
  • Thin client installation and support
  • LAN Sweeper management and EAS mail archiving support.
  • Office 2003/2007/2010 installation and support.
  • Escalation and follow-up for escalated issues. Monitoring alerts across all offices which includes Windows Servers, Backups, Network Links, Power Outages and UPS Systems.
  • Perform weekend tasks like mailbox movement and preventive maintenance for Servers/Desktops.
  • Supporting home users on Citrix related issues and RSA token administration.
  • Provide EPBX/CISCO VOIP phonesupport and setting up Webex for conferences/meetings.
  • Windows Server OS management. Monitoring of servers, Hardware /Software.
  • Change implementation of Software and Hardware as per requirement.
  • Vendor Coordination for Sever Hardware/Software.
  • Manage server Hardware and Software inventory
  • Train end users on basic automated solutions.

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