SUMMARY

• Technically savvy individual with more than 20 years hands on experience in installing, imaging, maintaining, configuring and troubleshooting Windows/Mac laptops, desktops, servers, routers, switches, smart phones, tablets & network systems.
• Managing IT Projects and prioritize efficiently with a keen ability to provide day to day technical support for onsite and remote users.
• Experience with Windows Server 2003, 2008, 2012 and Windows OS XP/7/8/10, OS X 10.7 - mac OS 10.14, Linux/CentOS, Microsoft SCCM 2007, 2012, SEP, SCEP, IBM’s BigFix for updates, patch management, remote deployment tools for infrastructure, implementation, migration, maintenance, client upgrade, operating system deployment, applications install & support. Experience in ShoreTel VOIP phone system, ShoreTel Communicator and ShoreTel Director.
• 3rd Level Desktop Support, management & troubleshooting for Dell, HP, Mac and Lenovo laptops/desktops, tablets and other hand held devices.
• Cisco Routers/Switches, VM Fusion, VMware, HDD Encryption with End Point Protection, ESET, Filevault, Cauliflower Vest, Symantec Antivirus, AVG, McAfee etc. Successfully supported 24/7 operations in a global environment, working with on-shore and offshore teams.

TECHNICAL SKILLS

OS: Windows 2000/ XP/Vista/7/8/10, Red Hat Linux 5, Linux/CentOS, UNIX Solaris, MAC OS, Android, iOS

Server: Windows Server 2000/2003/2008/2012/2016 , Exchange Server, System Directory Server, Domain Controller, DNS, File & Print, Proxy & Application Server

Database: Oracle 8i,9i,10g,11g,12c, SQL Server 2005, 2012, IBM DB2, NetDocuments

Tools: / Others: Desktop Management, SCCM & BigFix, VPN, Remote Desktop, Citrix, Active Directory, Microsoft Office 2016, Lotus Notes, Data Storage, Backup/Recovery, HDD Encryption, Bit 9, Remedy, Helpdesk Training, Team Viewer, WebEx

PROFESSIONAL EXPERIENCE

IT Admin\Support Specialist

Confidential

Responsibilities:

• Responsible for day to day IT Support with online top-rated Spiceworks IT Help Desk including install, build, configure, deploy, manage, troubleshoot desktops, laptops, workstations, servers and networked systems & software applications for onsite and remote users.
• Respond to all requests/tickets, diagnose, prioritize and resolve computer hardware and software problems using diagnostic tools and techniques. Perform in-depth systems and software analysis as required including new technology research.
• Document important issues, resolutions, communicates and follow through on any job or task assigned in a timely and accurate manner.
• Setup new users Active Directory accounts, exchange accounts and give access to secure shared space, network drives, user groups and printers/scanners.
• Setup access rights to user ID Cards depending on type of employment (temp/visitor/contractor or full time), role based access and job status using Symmetry access control systems.
• Trained newly hired for IT related systems during on-boarding and disable user accounts & access rights during off-boarding process.
• Installed, configured, assigned licenses for MS Office 2016 while migrating from MS Office 2010 and working with MS Word, Excel, PowerPoint, Outlook 2016 within a networked environment (e.g., permissions, calendar sharing and delegation).
• Setup, configure and troubleshoot network printers, cleared paper jams, repaired/replaced 3 hole punch module, replaced toner cartridges, fuser assemblies, stapling module and copitrak systems.
• Procure and maintain inventory of IT equipment and software on site as projectors, HDTV, laser pointers, iPads for visitors sign on, loaner laptops, mobiles etc. Also managed disposal of assets and ensuring eWaste is handled appropriately.
• Responsible for data backup, documenting and rehearsing disaster recovery plans and procedures.
• Provide Mobility & Telecom Administrative Support via ShoreTel Director including assist users in setting up/troubleshooting company VOIP and mobile phones. Assigning phone numbers, porting, re-assigning numbers on employee departure and managing device theft/replacement and follow remote data wipe procedures etc.
• Investigate and remediate information security incidents, participates in network security architecture reviews and maintains information security policies and procedures.
• Analyze security, patch management, vulnerability scanning, anti-virus solutions, event log reviews etc. to ensure information contained on distributed systems environment is secure and protected where required.
• Work after hours (weekend & evenings) support for upgrades/problem resolution and some project work as well as rotating On-call responsibilities.
• Experience with law firm software like Juris, Rippe & Kingston, iTimeKeep, CompuLaw, Docket and Nuance Power PDF Advanced etc.
• Escalate more complex issues to relevant higher authorities and arrange for external technical support where problems cannot be resolved in house.
• Provided meeting support and monitor all AV and video conferencing hardware for attorney client depositions, weekly/monthly Exec's business criticaldirectors and staff meetings, new hires Skype interview sessions etc. using Lifesize, Zoom, WebEx, Polycom & Chromebox etc.

Senior Software Support Specialist

Confidential

Responsibilities:

• Install and configure Mac OS 10.9, 10.10, Windows 7, XP Pro, Confidential Images, MS Office 2003, 2007, 2010, 2011 & 2013, MS Project, Visio, SEP12, Acrobat Products etc.
• Install, Configure and troubleshoot Windows OS, Firewalls, Proxy Servers, CISCO, Junos Pulse, VPN, Confidential RSA and Windows Multi Media Player, VLC, VNC, Real Player etc.
• Map network drives, samba drives, add, remove machines names to & from Domains, add, create, delete, disable user accounts, apply Group Policies, reset, synchronize login, exchange, gmail passwords and maintain user profiles, system policies, Secure Remote dial-in using RSA Secure ID, change requests approvals, hardware and software Token.
• Working with Laptops, Desktops, reimaging, patches, updates, Servers & Active Directory in switched network environments and supporting more than 3000 users.
• Working with login scripts issues, monitor, improve network performance, clearing up print queues and troubleshoot and improving, updating slow performance machines both servers and end user machines including laptops, desktops, servers and mobile devices.
• Company wise upgrade for SAV 10 to SAV 11 using BigFix and SCCM in 2010 for local and remote users, then SAV 2011 to SEP 2012 in 2012, recently to SEP 2012 R5.
• Setup and consolidated Google Helpdesk and trained Helpdesk staff in Bangalore (INDIA).
• As a Desktop Manager and Team Lead tracked and resolved all IT Issues during Company Headquarters move from Libertyville to Downtown Chicago in Merchandise Mart in early 2014 and was awarded special prize.

IT Support Specialist

Confidential

Responsibilities:

• Imaged and installed new computer systems for new & existing users.
• Installed, configured & supported Standard and Proprietary Applications & Software.
• Setup, configure and Install new Servers, Workstations, PC’s and Laptops.
• Remote users to resolve complicate software issue, virus problems, data recovery with latest tools.
• Testing New and updated Software/Applications and building machines for corporate users.

DSS Engineer

Confidential

Responsibilities:

• Installed, configured, supported laptops, desktops, Servers and workstations for Confidential Solutions employee.
• Installed and Configured Applications like MS Office 97, 2000, MS project 98, 2000, MS Outlook 98, Adobe Acrobat Reader, Adobe Photoshop, Corel PhotoDraw8.
• Prepared Laptops for Market Executives, Managers with latest OS, software and applications.
• Installed & configured other peripherals and accessories with Serial, Parallel, & USB Ports.