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Senior Desktop Support Specialist Resume

Washington D, C

Professional Objective:

A position as a Network / Systems Administrator that allows me to utilize my administration experience and team management skills.

Summary of Qualifications

  • 15+ years of experience in Windows Support (98/W2K/XP/VISTA/Windows 7).
  • 15+ years of experience in IT Industry
  • 6+ years of experience in Active Directory (2000/2003).
  • Proficient in Application Packaging.
  • Proficient in System Center Configuration Manager (SCCM).
  • Professional experience in the field of Software Testing
  • Comprehensive knowledge of imaging software and software testing methodology
  • Knowledge of testing the different phrases of software development life-cycle
  • 8 years of experience in the Financial Services industry.
  • Develop exceptional relationship with co-workers, management and end users.
  • Excellent communication, interpersonal and problem solving skills. Fluent in English.

Professional Certifications

  • MSCE Certification -- 2000
  • A+ certification -- 2000
  • LANDesk Certification -- 2005
  • VTSP 4.0 Certification -- 2010
  • VSP 4.0 Certification -- 2010
  • EMC Professional Certification -- 2010
  • Windows 2000 Professional Certification -- CS312 -- (by NCSA)
  • Windows XP Professional Certification -- CS313 -- (by NCSA)
  • Windows 2000 Server Certification -- CS332 -- (by NCSA)
  • Lenovo Warranty support Certified Engineer
  • Wipro Peripherals Certified Engineer -- 1995
  • Working towards the QA Analyst Certification with the Testing tools as Load Runner, QC etc.

EDUCATION Bachelor of Science

Professional Skills

  • Experience in planning and performing desktop deployment, management and engineering tasks on Windows 2000 pro, Windows XP, Vista and Windows 7 in medium to large enterprises.
  • Provide support to build, configure and integrate applications with AD services for single sign on, with exchange servers, etc
  • Perform troubleshooting for Active Directory, AD replication issues, group policy object issues, time synchronization issues between Domain controllers, etc.
  • Install, configure and manage Intel based servers from Dell 1850, 1950, 2850, 2950, 2970, PowerEdge R905, Dell blade servers PowerEdge M610, M710, HP Proliant DL 580/585,, 380/360 with Windows NT 4.0, Windows 2000/2003/2008.
  • Experienced with multiple networking protocols including: TCP/IP, IPX/SPX, NetBEUI, PPP, WINS, and DHCP.
  • In-depth knowledge of network device and software administration, installation, and configuration across several manufacturers.
  • Research, gather, and analyze information, then formulate effective recommendations and actions.
  • Communicate effectively with customers, peers, and management using an appropriate level of technical and business language concerning assigned work effort, projects, and issues/problems
  • Excellent team leadership, interpersonal and communication skill set.
  • Technical management experience.
  • Hardware integration of Systems and installation of OS, and software

Professional Experience

Confidential, WASHINGTON, D.C. -- Feb 2012 -- TILL DATE Senior Desktop Support Specialist

The International Monetary Fund (IMF) works to foster international monetary cooperation, secure financial stability, facilitate international trade, promote high employment and sustainable economic growth, and reduce poverty around the world. Created in 1945, the IMF is governed by and accountable to the 187 countries that make up its near-global membership. The IMFs responsibilities:The IMF's primary purpose is to ensure the stability of the international monetary systemthe system of exchange rates and international payments that enables countries (and their citizens) to transact with one other. This system is essential for promoting sustainable economic growth, increasing living standards, and reducing poverty. Following the recent global crisis, the Fund has been clarifying and updating its mandate to cover the full range of macroeconomic and financial sector issues that bear on global stability. Currently assigned as a Senior Desktop Support Specialist, in Technology and General Services-IC (TGS-IC) division to analyze the Desktops and Laptops of the Senior Officials and the VIPs for the problems with the Operating Systems and the applications therein including the peripherals.

Environment: Operating Systems - Windows XP, Windows Vista, Windows 7, Windows registry, Active Directory -- 2003/2008, Group Policy, Remedy, Aternity, Internet Explorer 7.0/8.0/9.0, MS Office 2003/2007/2010, Outlook 2007, Lotus Notes, Adobe Acrobat, Document Management, Humming Bird, etc.

Responsibilities:

  • Provided 3rd level troubleshooting support for VIP (approx 500), user related issues on Windows XP Windows Vista with Active Directory, group policies, print management and thick client applications.
  • Manage and troubleshoot print management on Windows 2008 servers and Windows XP and Windows Vista.
  • Troubleshoot and determine the root cause of applications failing.
  • Determine IE settings for applications to work in Windows XP, Windows Vista and Citrix environment.
  • Use BMC Remedy Software to support and manage incidents and issues reported by the VIP users.
  • Make recommendations on planning and engineering tasks for migration of desktop PCs for applications to function.
  • Coordinate with test team to perform test of various fund applications.
  • Responsible for the definition, design, including interfaces with other application and systems.
  • Assures that application designs are consistent with industry best practices application attributes (including scalability, availability, maintainability and flexibility).
  • Hardware and software includes: Windows NT/W2K/XP/Vista/Windows 7, PC compatible computers, Windows OS, MS Office Suite, and Developmental to include an array of other software packages.
  • Perform capacity planning for hardware and software ranging from servers to workstations and laptops, datacenters, etc, propose hardware/ software upgrades wherever necessary and required as per project requirements.

Confidential, HARTFORD CT -- SEP 2011 -- FEB 2012 Desktop Portfolio -- Senior Desktop SME

Travelers Insurance based in Hartford Connecticut is one of the major organizations for the insurance market with over 30,000 users and more than half a dozen Line of Businesses. Travelers are in the process of setting up of Infrastructure Testing Center of Excellence (ITCOE). The purpose of this is to provide testing services to test all infrastructure changes before they are rolled out to production. Wipro as one of the major Technology Companies has partnered with Travelers to execute a pilot project to demonstrate the process and methodology for performing infrastructure testing in Server and Desktop Portfolios. Worked as a Senior Desktop SME in Infrastructure Testing Center to test and update the packages, security patches and updates by the vendors for Travelers before rolling out into production.

Environment: Operating Systems - Windows XP, Windows Vista, Windows 7, Windows registry, Active Directory -- 2003/2008, Group Policy, Internet Explorer 7.0/8.0/9.0, MS Office 2003/2007/2010, Lotus Notes, Adobe Acrobat etc.

Responsibilities:

  • Analysis of the Desktop Portfolio with the current environment and document the same
  • Understanding the current process of the Desktop Portfolio
  • Performed the Pareto analysis of the current process of the Desktop Portfolio
  • Analysis of the Change Requests in WMS by the Desktop Portfolio
  • Analysis of the HPSM for the incidents by the end users
  • Performed the FMEA analysis for the current Changes in process
  • Based on the FMEA writing the Test Cases for the Change Request
  • On the basis of the Test Cases and the FMEA analysis writing the Test Plan for the Change Requests before they roll out to production
  • Executing the Test Cases written for the Change Requests through WSUS and BBCA
  • Providing the metrics data required by the Test Plan
  • Oversee development testing aspects (unit, functional, integration, system, regression and acceptance) ensuring testing is coordinated, executed, and reported
  • Responsible for supporting and extending validation reporting software
  • Perform responsibilities of designing and implementing new features and frameworks within the validation domain
  • Handle the tasks of reading and comprehending application code as well as perform identification of weak areas
  • Identify bugs in new and existing applications, determine root causes, and suggest possible bug fixes
  • Responsible for designing, researching and implementing code analysis, complexity analysis and validation tools

Confidential, LAUREL MD -- FEB 2011 -- AUG 2011 Senior Systems Administrator (Application Architect Level III) Capital One, N.A. and Chevy Chase Bank, F.S.B. has approximately 1,000 branch locations primarily in several east coast locations. New York, New Jersey, Texas, Louisiana, Maryland, Virginia, and the District of Columbia. Capital One bank took over the Chevy Chase and other few banks that kicked of major IT migrations and integrations of other bank systems and IT applications into Capital One.

My responsibilities as a Senior Desktop functions were working as a 3rd level support for migrations of PC Desktops and Laptops to COF domain in back offices and bank branches of other banks to CAPITLONE.

Environment: X86 Dell Servers, HP/Compaq Proliant DL360G6, Window 2003, Windows 2008, Windows XP, Windows Vista, Windows 7, SMS 2003, Windows registry, Active Directory -- 2003/2008, Group Policy, Internet Explorer 6.0/7.0/8.0, MS Office 2003/2007/2010.

Responsibilities:

  • Provided 3rd level troubleshooting support for migration related issues on Windows XP with Active Directory, group policies, print management and thick client applications in COF Domain.
  • Manage and troubleshoot print management on Windows 2008 servers and Windows XP to migrated PCs.
  • Configure and troubleshoot SCCM clients, support packaging team with WISE.
  • Troubleshoot and determine the root cause of applications failing after migrating to the Capital One domain.
  • Determine IE settings for applications to work in Windows XP and Citrix environment.
  • Provide 3rd level support for Active Directory and GPO related issues using AD and resource kit tools like NTDSUTIL, REPLMON, etc; troubleshoot applications with end users on Windows XP.
  • Use HP Service Manager Software to support and manage incidents and issues reported by end users after migration.
  • Make recommendations on planning and engineering tasks for migration of desktop PCs for applications to function.
  • Coordinate with test team to perform test of various bank applications.
  • Responsible for the definition, design, including interfaces with other application and systems.
  • Assures that application designs are consistent with industry best practices application attributes (including scalability, availability, maintainability and flexibility).
  • Hardware and software includes: Windows NT/W2K/XP/Vista/Windows 7, PC compatible computers, Windows OS, MS Office Suite, and Developmental to include an array of other software packages.
  • Configuration of Virtual Private Network (VPN) using Cisco VPN client.
  • Provide troubleshooting, testing and analysis with a Microsoft Windows Active Directory environment to include group policy and group policy preferences design and troubleshooting.
  • Perform capacity planning for hardware and software ranging from servers to workstations and laptops, datacenters, etc, propose hardware/ software upgrades wherever necessary and required as per project requirements.
  • Troubleshooting post migration issue.
  • Troubleshooting windows server 2003/2008 issues.
  • Installing operating system and application patches using Patchlink. Ensuring the application and operating system level security hardening implementation done as per security policy.
  • Monitoring the servers in Network using Sitesops
  • Administer Microsoft Windows Servers (Active Directory), Microsoft Workstations, and network security devices

Systems Engineer / Senior Sales Executive Confidential, Washington DC -- March 2007 -- February 2011

  • Configuration/ maintenance/upgrading of workstations running Windows 98/W2K/XP/VISTA/Windows 7, both desktop and laptop computers, installed all necessary software packages, patches including Microsoft Office.
  • Administer Microsoft Windows Servers (Active Directory), Microsoft Workstations, and network security devices
  • Exposure to HP (Compaq), Dell laptops/desktops/servers/workstations
  • Installation/configuration of anti-virus solution to resolve virus and Trojan incursions.Executing and maintaining server backup procedures using native W2K/2003 back up.
  • Efficiently install and maintain software on the desktops.Resolve help desk problems in a timely and efficient manner.
  • Provide 2nd and 3rd level support for Windows Servers, Active Directory Services, client -- server architecture applications and for various other IT and telecommunications.
  • Actively involved in the Deployment and Configuration of IP CISCO Phones systems for Marylands Department of Health Mental Hygiene in the State of Maryland (Teamed with Presidio Network Solutions)
  • Conducting tests and monitoring, analyzing e-mail system and server software activities to ensure maximum performance, efficiency, and availability.
  • Assessing need for any system reconfigurations (minor or significant) and executes if required.
  • Creating required reports in response to IT and business needs.
  • Developing, implementing, documenting, and maintaining policies and procedures.
  • Proficient working with Ghost / Acronics and several softwares managing the Desktops and Laptops for the agencies in District of Columbia -- DC Public Schools, Department of Health, Department of Mental Health, Office of Property Management, Child and Family Services Agency, Department of Real Estate Services etc.
  • Maintenance and Upgrades of Computers and Peripherals (Printers etc) for the District of Columbia agencies such as Department of Health, Child and Family Services Agency, Department of Real Estate Services, Department of Public Works, Department of Health, Department of Correction, Metropolitan Police Department etc.
  • Inside / Outside Sales , negotiations with the distributors with the purchases for the requirements of the agencies of the District of Columbia.
  • Actively involved in Managing the ITSA (IT Staff Augmentation) contract with the District of Columbia in conjunction with OST Global Inc.
  • Working with the vendors for the IT staffing procurements for the District of Columbia Agencies.
  • Preparing and responding to the RFQs and the Solicitations of the agencies in the District of Columbia
  • Installation and training of the Smart Boards in the District of Columbia Public Schools and the agencies.
  • Written and verbal communication skills, able to communicate effectively at all levels and with Corp IT in HQ in English.

LAN / WAN Engineer Confidential, McLean, VA, Feb 2001 -- March 2007

  • Administering and maintenance of corporate files, e-mail, and web servers running Windows NT /W2K/2003, IIS 5.x, Microsoft Exchange 2000/2003, Active Directory.Maintaining shared files, user data security, server system patches.
  • Administer Microsoft Windows Servers (Active Directory), Microsoft Workstations, and network security devices.
  • Knowledge of LAN, VoIP, VPN, and Frame Relay WAN technologies, circuits, routing protocols (BGP and EIGRP), and IP addressing.
  • Configuration/ maintenance/upgrading of workstations running Windows 98/W2K/XP, both desktop and laptop computers, installed all necessary software packages, patches including Microsoft Office.
  • Hardware and software experience includes: Windows NT/W2K/XP/Vista/, PC compatible computers, Windows OS, MS Office Suite, Remedy, and Developmental to include an array of other software packages.
  • Installation/configuration of anti-virus solution to resolve virus and Trojan incursions.Executing and maintaining server backup procedures using native W2K/2003 back up.
  • Maintaining the network on LANDesk Management Suite, Security Suite, and also Patch management and updates.
  • Efficiently install and maintain software on the desktops.Resolve help desk problems in a timely and efficient manner.
  • Ability to communicate efficiently with end users.

CORPORATE APPRECIATION AWARD - 2001

Tier 2 Technical Support (Part Time), Confidential, 2000 -- 2003

  • Worked as a technician in the organization for servicing, troubleshooting and maintaining the network with over 80 workstations connected under W2K/2003 and W2K/XP.
  • Maintaining and Upgrades of all the peripherals on the network such as laser printers, faxes etc.
  • Configuration/ maintenance/upgrading of workstations running Windows 98/W2K/XP, both desktop and laptop computers, installed all necessary software packages, patches including Microsoft Office.
  • Installation/configuration of anti-virus solution to resolve virus and Trojan incursions.Executing and maintaining server backup procedures using native W2K/2003 back up.
  • Efficiently install and maintain software on the desktops.Resolve help desk problems in a timely and efficient manner.
  • Ability to communicate efficiently with end users.

Technician I Hardware Manager Confidential, Vienna, VA, 1999 -- 2001

  • Worked as a Senior Technician in the Tech Shop for servicing, faultfinding and troubleshooting HP/COMPAQ/DELL/PACKARD BELL/NEC/SONY Computers.
  • Sales of Hardware equipment based upon the clients requirement and the available product features.
  • Worked with the Corporate Customers such as Small Business, Home Office etc. for their full IT Requirements.
  • Subsequently providing them with the best Solution. Certified Product Specialist at CompUSA.

Certificate of Achievement Whatever It Takes -- two years in a row -- 1999 - 2000

Techcare Manager Confidential, 1993 -- 1999

  • Supervised the Customer Support Franchise operations for Pertech Computers Limited.
  • Assisting in field support engineers in resolving technical problems related to systems/peripherals installations and maintenance.
  • Handling Customer Support and grievances resolution through initiatives and committed follow-ups.
  • Revenue generation by Annual Maintenance Contracts Collection.
  • Managing and monitoring the Customer Support activities of the Wipro Peripherals Service Center.
  • Controlling the marketing operation of Computer systems and peripherals for DELL/PCL/HP/IBM/ COMPAQ/EPSON/CANNON/ACER/TATA LIEBERT.
  • Liasoning and negotiating deals with Customers as well as vendors.

Customer Support Engineer Confidential, India, 1993-1997

  • Maintained networks at some of Pertech Computers Limited major clients in the region.
  • Provided maintenance of Total Branch Automation System for various branches of State Bank of India and Central Bank of India supported by Novel NetWare based servers and thin clients.
  • Provided 5Entire operations were on-line and hence the data was of paramount importance.
  • Data backups were done. Maintained a Novel LAN segment consisting of 30 nodes at Oil and Natural Gas Commission.
  • Maintained the network installations, standalone PCs, printers and Peripherals. Provided technical assistance to Customer Engineers for problems faced by them in their territories.

References available upon request.

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