SUMMARY

• IT Professional with over 10 years of experience in the fields of IT Infrastructure Services in Service Delivery, SCCM Administration, Desktop Support, End User Computing, and IT IS Help desk support with a proven track record of executing and delivering superior support and assistance to users.
• OS migration solutions, Microsoft Infrastructure Service products
• Sound knowledge with strong experience in Windows active directory configuration and troubleshooting skills
• Automated several IT processes with customized PowerShell scripting
• ITIL Certified
• Experience in OSI Layer, VPN Checkpoint, and RSA
• Expertise in handling server/user specific issues within the infrastructure and providing prompt
• OS - MS WindowsXP, 2007, 2010
• Servers - MS Windows 2008, 2012, R2
• Citrix Products - XenApp 6.5, XenDesktop 7.x, Citrix Web Interface 5.4 / Storefront 2.6/ Edge sight 5.4, Control Up
• Virtulization - VM Ware ESX 5.5, VMWare Horizon 3.5.2/4.2
• Deployment/Monitoring Tools - Altiris 7.1, SCCM 2007,2012, IBM BigFix Support Center 9.5.3.211, MDT 2010/2012
• Ticketing Tools - BMC Remedy, Service Now, Landesk, Footprints, Master Craft, CCM.net, EZCRM, Lean Kit

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support Engineer

Responsibilities:

• Migrated and supported all users from Windows 7 to Windows 10 for more than 200 + employees
• Worked on Auto Provisioning Project using AD AZURE and Intune.
• Installed, configured, and trouble shot on applications including CMS Supervisor, Avaya, Verint and Access Client Solutions (AS400)
• Troubleshoots and fixes issues related Office 365, Skype for Business, MS Teams, Yammer and Sharepoint
• Deployed configured Logitech NUC units for conference rooms -Townhall meetings
• Deployed software applications through Software Center (SCCM)
• Assisted with issues related to IOS devices MAC PC’s iPads, iPhones like user account management, Casper server maintenance, as well as installing, configuring applications like Adobe creative cloud (Acrobat Pro), and Office 365
• Troubleshoots issues that are related to OKTA single sign on and Active Directory user management
• Serviced tickets through Service Now ticketing tool and Master Craft
• Handled Active Directory lockout issues and GPO related issues
• Resolved issues with VLAN networking issues including Cloud VM’s
• Assisted users via Bomgar Teamviewer and Teams.
• Supported maintenance and decommissioned VRTX and old ESX servers from the data center
• Decommissioned old laptops, desktops, printers and other network equipment
• Resolved issues related to iPad configuration and the AirWatch browser issues
• Coordinated with VMWare vendor support for AirWatch browser sync issues for iPads iPad configuration for WPED payments processing
• Worked on Migration of client office to the new location. Coordinated/support Network team on Migration.

Confidential - Franklin, WI

End User Computing Engineer

Responsibilities:

• Troubleshoot issues on Office 365, Outlook 2016, SharePoint
• Troubleshot on checking event logs using Splunk
• Create, run, and troubleshoot scripting tools to automate SCCM 2007 R3 and SCCM 2012
• Provided Operational support for the SCCM 2007 R3 and R2012 clients
• Providing support for the deployment of various software’s to client machines using SCCM 2007 and 2012
• Scheduled patches for servers in desktops/workstations in SCCM 2007/2012
• Provided Infrastructure as per ITIL standards
• Troubleshot VDI related issues using VMware VSphere used VMWare Horizon View agent 6.2.1 and 7
• Provide desktop and remote support on a Windows XP desktop, Active Directory using the built-in Remote Desktop Protocol
• Created and provided system reports, via SCCM, to IT managers to assist in determining the most efficient hardware upgrade purchases

Confidential - Jersey City, NJ

IT Analyst - Desktop Support

Responsibilities:

• Publishing Applications, Content and Desktops to users as per their business requirements
• Installation and upgrading the various applications on Servers and publishing the Application on Citrix Servers
• Test and deploy OS & Citrix hotfixes, firmware updates
• Scheduled activities e.g. Weekly server reboots through Citrix policies
• Coordinating with CAB team and implementing change requests
• Examined the performance on servers using Control Up Tool
• Providing 24/7 Production support for Citrix environment
• Troubleshot network connectivity issues. Install, configure and troubleshoot desktop systems
• Install hardware and peripheral components as needed like disk drives, MFD Printers, Keyboards
• Attending Weekly/Monthly meetings with Clients
• Prepared team report, development strategies and other documents for team management
• Provide a WSR of the previous week’s Ticket count of the team
• Motivating the team to achieve high standards and SLA targets
• Scheduling and directing activities to the reporting team members to resolve the issues within the team in a timely & accurate manner

Confidential

SCCM Administrator

Responsibilities:

• Administration and architecture of the SCCM 2007/2012 Hierarchy of Primary and Secondary Site Servers
• Providing support for the deployment of various software’s to client machines using SCCM 2007 and 2012
• Creating advertisements and collections for the deployments in SCCM
• Troubleshot failed package installations on the workstations and servers
• Resolved common user logon issues for Laptops, Desktops, hardware, software, Outlook, and Printers
• Instructed on importance of the Quality of Documents and reasons provided by the team in order to validate the tickets
• Troubleshoot network connectivity issues
• Managing the team in all team activities