Summary

Confident and reliable IT support engineer with extensive practical experience of working with computer and resolving any support issues that are raised to the service desk. Possessing a proven ability to administer and control the operation configuration and maintenance of computer bases information systems as well as having an eye for detail and able to multi-task under pressure. An excellent communicator can relate well with people at all levels and had flexibility of working well as part of a team and own. Solutions oriented IT Professional with 7 years experience in Computer Operations Technical Field Support and Help Desk Support seeks a position that will benefit from the skills I have obtained and one that will provide the opportunity to continue to grow as the industry and technology.

Summary

• With 7 years of experience recognized as a leader in architecting enterprise solutions from design through implementation while adhering to industry best practices and employing network protocols that meet system requirements.
• Comprehensive background setting up installing and upgrading state-of-the-art servers within highly structured network environments to include Fiber Optics and Multi-Layered Switches.
• Extensive state-of-the-art training from a variety of industry leaders leading to certifications like MCSE MCSA MCP CompTIA A .
• Expert knowledge of preserving system integrity utilizing a variety of proactive security strategies.
• Proficient in mastering sophisticated software and tools while regularly identifying and implementing latest industry innovations to meet business needs.
• Strong background in Wireless Communications and support such as wireless protocol.
• Using SCCM to push all the package to Win7 Environment.
• Troubleshooting Issues with SCCM package and reporting back with defect to developer.
• Quickly identify critical issues related to functional objectives analyze problems and provide resolution.

Work Experience

Confidential

Desktop Engineer

Core Responsibilities

• Responsible for responding to client s helpdesk issues and new requests using MAXIMO A Helpdesk Ticketing System. Responsible for creating assigning and completing the Maximo requests. I am working with the clients directly to resolve their issues to ensure client satisfaction.
• Rebuilding Desktops and Laptops using Windows XP and Windows 7/8 Images as per the Bank standard and policy.
• Helping Clients to resolve any Issues or Assistance needed for their Windows 7/8 Operating Systems in timely manner and to the entire satisfaction of the Clients.
• Helping client to resolve printer issues .Network Printer Migration including FAX Machines and MFPs.
• Responsible for working with clients with educating installing configuring troubleshooting their computers.
• EEPC Endpoint Encryption For PC for all Laptops on Windows XP
• Bit Locker for all Laptops on Windows 7
• Connected Data Backup for all Laptops
• CISCO Secure Services Client and CISCO AnyConnect for all Laptops.
• Working on client migration projects to move clients from Legacy ML to the Bank of America infrastructure.
• E-Mail Migration.
• Home Drive Migration.
• Share Drive Migration
• Maintain Client Accounts on Active directory for unlocking Client Accounts Resetting Passwords Monitoring Account Lockout Issues using Account lockout Status utility and also monitoring DCs by running Net logon logging for further troubleshooting.
• Deployed configured migrated troubleshoot and maintained Windows and MAC based Desktop/Laptop PCs Workstations Servers Network Devices Printers and Peripherals Phones PDAs and other hardware setups in a heterogeneous environment.
• Helping Team Members to resolve any Issues that they are having any problems while resolving Educating and Walking the Team Members Through the Steps on how to resolve the Issues quickly and efficiently with higher Experience and Knowledge
• BitLocker On Windows 7/8 based Machines Laptops and Desktops .
• Connected Data Backup On Windows XP/7/8 based Laptops.
• SMTools Windows XP and SCCM Windows 7/8 Deployment and Pushing Issues.
• EEPC On Windows XP based Laptops.
• EFS On Windows XP based Laptops.
• Creating Verifying Making Changes to the Documents if required and Uploading detailed Technical Documents submitted by various Technicians to Knowledge Based Share point Site to share with everyone on Premium Desktop Support Team for Level II and III.

Confidential

Desktop support

Core Responsibilities

• Over the contract successfully completed the refresh activity by providing significant one on one support for each user effectively addressing the wide range of experience individual employees had with both XP and new OS Windows7.
• Migrating end user from XP to Window 7 using in house tools SCCM and smtools pushing necessary software according to user need.
• Upgrade the XP to Windows 7 more than 5000 end users.
• Microsoft communicator configure user account and synch to the Microsoft server troubleshoot the issues if you not able to log in etc
• Support MacAfee EEPC Encryption EFS and Credient Mobile Guardian.
• Educate the user with new software and troubleshoot the issues such as Microsoft office communicator Cisco VPN etc.
• Remote assist the end user using Dame ware and VNC.
• Deploy new machine to end user back up the data manually and automated.
• Work on project when Merrill Lynch and Bank of America merge. Migrate majority of people to Bank of America side.
• Creating new user windows profile if profile is corrupted and copy all his data from old profile to new profile.
• Resolving Microsoft outlook issues PST getting corrupted repairing them adding different mail box. Educating user with 2007/2010 outlook.
• Creating multiple profiles in outlook as well.
• Trouble shooting with antivirus adding software upgrading installing and running the scan on pc MacAfee Norton and Microsoft security essential.
• Resolving remote access issues VPN Cisco secure Network while adding user in remote group trouble shooting user why cannot remote in to the network.
• Helping the user connecting to their wireless device and network printer as well.
• Updating DNS suffix flashing the DNS and renewing IP address etc.
• Backing up data to their share drive adding and giving permission to share folder as well.
• Setting up VDI Virtual machine helping to user setting up dual monitor and printer etc and helping the user remote accessing the VDI
• Hardware configuration and swapping upgrading such as Memory HDD graphic card and PCI card etc.
• Adding user in Active directory resetting the password ETC.
• Adding the pc in domain and troubleshoot the blue screen issues.
• Work with vendor and user for installing/upgrading software such as
• Microsoft product project 03/07/10
• Visual studio Std Pro 05/08/10
• Visio Std Pro 03/08/10
• SQL server 03/08/12
• Crystal report Toad for oracle
• Mainframe session Passport and Xtream extra configuration
• Adobe professional Adobe reader Adobe cs3/cs5 Adobe dream viewer
• Quality center and Quick Test Professional etc.

Confidential

Desk support

Core Responsibilities

• Installed the application and co-ordinate all hardware/software upgrades.
• Managed the configuration and performance of all PC systems and telecommunications and maintained inventory records of all computers and printers.
• Recommended hardware and software solutions using established procurement processes and provided functional and technical support.
• Installed and configure operating systems patches and upgrades including Win2007 Win7 Vista WinXp Win2003 Win2000 Win98/95/me and WinNT 4.0.
• Activities supervised include but are not limited to receiving telephone calls from users having problems using computer software and hardware or inquiring how to use specific software talking to user to learn procedures followed and source of error answering questions applying knowledge of computer software hardware and procedures determining cause of problem and talking with co-workers to research problem and find solution.
• Identified and removed computer viruses and update the program to maintain performance and security.
• Produced backup software for distribution and maintenance on all computer peripherals. Service and maintain run scandisk defragment hard drive.
• Responsible for diagnosing troubleshooting and resolving information systems problems to minimize down time of applications and personnel.
• Escalated issues as needed and maintain communication with customer and technical team. Extensively utilized remedy to record and track issues.
• Create respond to escalate and close ticket. Track all outstanding ticket and work closely with Technician to ensure any problem are resolves in timely manner.
• Reimaging the pc if infected with virus using in house software familiar with Altris and Symantec.
• Managed Identify troubleshoot and analyze computer related issues. Determine appropriate course of action and conduct repair or modification and upgrade internal components.

Confidential

Help Desk Technician

Core Responsibilities

• Support IT systems and network upgrades.
• Manage systems integration and mitigation.
• Provide telephone and in-person support 3200 end user and troubleshooting diagnosing resolving with document hardware/software issues.
• Supported and troubleshoot VoIP phones. Hardware include Cisco IP phones 7940s 7960s and 7970s series
• Coordinates problems with appropriate technical professional and service personnel along with users who reported the problem.
• Talks to programmers to explain software errors or to recommend changes to programs.
• Support remote access using dialup/VPN secure ID.
• Reset the user account in active directory and reset the password.
• Manage 3500 user via mail and telephone as well.
• Resetting the password or change the password getting access to necessary domain.
• Develop the Disaster Recovery Planning policy.
• Lead to troubleshoot issues and concerns with upper-management.
• Install Network Interface Card NIC IP address WIN and DNS configuration as
• Well operate and maintain LAN connectively using TCP IP protocol.
• Format and partition hard drive determine appropriate file system FAT
• FAT and NTFS.

Technical Expertise

• Windows 7 Vista Windows XP/2000/NT/98/95
• Microsoft Exchange
• DOS TCP/IP
• McAfee Anti Virus Microsoft security essential and Avanti
• Ghosting Remote Desktop
• NetMeeting