SUMMARY:

Highly energetic, skilled Information Technology professional with 5 year of experience providing Help Desk and Desktop Support in variety of environments and platforms seeking to contribute training and acquired skills within a challenging Help Desk Support Analyst role. Works well independently, or in a group setting providing all facts of computer help desk support such as troubleshooting, installations, and maintenance. I have in - depth knowledge and understanding of numerous software packages and operating systems including BlackBerry, android & iOS. Easily identify and resolve technical issues and concerns.

IT SKILLS:

• Extensive knowledge in system backups and re-imaging, computer repair, upgrades, data security and backups, printer setups and networking, and other peripheral troubleshooting.
• Software installation and support Windows XP, Vista, 7, 8, Microsoft Office 2007, 2010, 2013
• Mid level experience with MDM such as Airwatch and good knowledge of BlackBerry Enterprise Server (BES), Android and iOS devices.
• Extensive knowledge of Active Directory.
• Knowledge on printers, scanners, switches, routers, NIC Cards, video cards, processors, hubs, modems, and other peripherals.
• Posses' excellent Oral & Written communication, presentation & interpersonal Skill.

PROFESSIONAL EXPERIENCE:

Confidential

IT Service Delivery

Responsibilities:

• 2500+ end users in Windows and Mac environments.
• Password reset, Move user to proper OU, Give access on different groups, enable/disable accounts, change contact information on active directory user management ( AD Manager+),
• Resolved technical issues with Outlook.
• Setup/Configure laptop, desktop equipment for computing,
• Configure Cisco IP phones (7945, 7965, 8841), Cisco IP communicator (Soft phone)
• Resolved Teleconferencing issues with Citrix products (OpenVoice, GoToMeeting, GoToWebinar)
• Research, analyze, and resolve complex Software and Applications problems.
• Support end- user through Remote login using BMC Client, Microsoft lync, Team Viewer.
• Used BMC Footprint for ticketing system. Monitors the status of all open service requests.Closes all resolved service requests and ensures customers are satisfied with resolutions.
• Document and record troubleshooting activities, in detail.Performs random customer follow ups to ensure customer satisfaction of issues resolved by support groups other than theHelpDesk.
• Resolves issues within the ServiceDeskStatement of Work.Maintains extensive knowledge ofHelpDesk’ Policies and Procedures.
• Troubleshoot any kind of Xerox and HP printer issue.
• Fix iPhone and android related hardware and software issues.
• Used DUO application (Dual authentication) for VPN.
• Support User back up procedure (DRUVA InSync application) to assist end user on IT disaster recovery as needed.
• Hard drive encryption using Symantec Encryption Desktop also known as PGP Shredder
• Image/ Re-image using MDT
• Office Move

Confidential

Advanced Deployment Technician

Responsibilities:

• Supported 1700 users.
• Deploying PC, laptops, restore, Data migration.
• Research, analyze, and resolve help desk issues.
• Support and maintain end-user PCs.
• Install PCs and configure cloud systems access for new employees.
• Perform routine computer maintenance.
• Create, update, and maintain incident requests in the ticketing system.
• Be able to lead branch or data center locations in case of emergency or maintenance requests

Confidential

Desktop Support Technician

Responsibilities:

• Supported 500 users both onsite and offsite.
• Resolved hardware/software issues by ensuring timely resolution according to approved Service Level Agreements (SLA).
• Provided hosted VoIP and WebEx solution.
• Performed help desk/PC Level II support for users and clients.
• Reset passwords and elevated rights to all users with Active Directory.
• Configured system settings and software updates.
• Installed hardware and peripheral components, such as monitors, keyboards, printers and disk drives on user's premises.
• Remotely accessed user’s machines via remote desktop to help resolve technical issues.
• Evaluated, analyzed & implemented firewall policies to meet business requirements.
• Provided support for entire enterprise, including Citrix Access, Microsoft Exchange and BlackBerry Enterprise Server.
• Resolved technical issues with Java, Adobe Reader, Flash Player and Shockwave.
• Imaged machines by utilizing Symantec Ghost.
• Assisted team with office moves.

Confidential

Assistant Network Engineer

Responsibilities:

• Provided all sorts of technical support to a team of 100.
• Setup infield network within shortest possible time.
• Establish network with HQ in Singapore.
• Ensure proper cable connection with routers and computers.
• Provided infield technical support for various Windows and Mac issues.
• Participated in refresh projects by installing, moving, and changing hardware.
• Diagnosed and fixed network problems and coordinated preventative maintenance of equipment.
• Assessed and re-organized inventory.
• Fully supported all on-site AV and VC equipment including conference room support and assistance with all AV / presentation technologies.
• Work under time constrains to resolve the issues to meet our SLA.

Confidential

IT Support Desk

Responsibilities:

• Assisted 400 onsite/offsite users.
• Imaged and re-imaged HP laptops.
• Worked with clients to install, troubleshoot and repair technical problems for computers including laptops, desktops.
• Managed Ricoh/Konica Minolta Copiers and HP printers.
• Provided daily technical support for various Windows issues.
• Participated in refresh projects by installing, moving, and changing hardware.
• Fully supported all on-site AV and VC equipment including conference room support.
• Supported both Android and iOS devices.
• Assisted users with various MS Office products.