OBJECTIVE:

I am seeking a rewarding position in Computer Network and Desktop Support, which would allow me to utilize my computer skills in windows8, 7, VISTA/XP/2000/DOS. I am a highly self-motivated individual with over Seven years of experience in the information technology industry. I am seeking a challenging and unique position in a fast-paced environment.

Technical Skills:

• Setting up, running and troubleshooting of Windows 8, 7, VISTA/XP/2000/DOS. Working knowledge of different MS applications including Microsoft Office various versions , Outlook/Exchange.
• Create Virtual Machine in VMware sphere and VMware workstation.
• Excellent knowledge of different hardware platforms including IBM, DELL and HP.
• Proficient in, Lotus Notes 8.5, Sametime 7.5 Remedy, Peregrine and ITSM FrontRange Solutions ticketing System and other leading software.
• Experienced in setting up Blackberry devices
• Experienced in PC, Printer and associated equipment repair and maintenance.
• Experienced in setting up wired and wireless networks.
• Phone support for different kinds of network issues such as LAN/WAN, TCP/IP, VPN.
• Setting up and troubleshooting hardware problem. Installing motherboard, CD-ROM, NIC card, hard drives SCSI , Sound card, and Ethernet card, Modem, Memory and Jumper setting.
• Running image through the network by using Symantec GHOST software
• Troubleshooting different kinds of HP LaserJet printer issue, which includes replacing power supply, toner, fuser and roller.

PROFESSIONAL EXPERIENCES:

Confidential

Axalta Coating System

• Backup end user data using USMT or manually. Coordinated scheduling of deployment with customers.
• Deployment of laptops, peripherals, monitors, and HP Revolve Tablet
• Provided end user support post migration.
• Responsible for providing desk-side support for all deployment issues that occur after migration.
• Provides day to day end user support for Lotus Notes, SAP and MS office 2013. Diagnoses causes of problems being encountered, and determines/ suggests needed corrective actions.
• Reset user password and adding user accounts to different policy and security groups in the Active Directory.

Confidential

Desktop Support Analyst

• Support Networking Systems: LAN/WAN, TCP/IP, VPN, File Sharing, Printing
• Support Hardware System: Dell, IBM, Mac, Blackberry and HP printer.
• Support Software Systems: Windows XP/7 , MS Office various versions , Lotus Notes, Active Directory, Remote Desktop ,DameWare, Bomgar, Empirum software distribution system, Blackberry Software, VMware, Visual Basic various versions , RAD Development software, SAS statistical application, Oracle 10/11g, Pass Logix SSO , Symantec End Point, AT T connect, Dameware, Hyena, SAP, Telecom applications Avaya CMS/OneX/Site Admin, Verint, IEX Totalview, McAfee endpoint encryption, Symantec Ghost and HP Quality Center
• Responsible for onsite support of Windows XP/7 desktop and laptop environment consisting of over 400 laptops, over 600 desktops, over 500 virtual machines, and over 300 network/ personal printers.
• Support included various business units IT Development, Middleware, DBA, Systems test, Telecom, Networking, Storage, Web development , Controllers, HR, Legal, Marketing, Training, Quality, Sales/Service Agents, Project Managers, and Facilities to name a few .
• Daily support activities included:
• Deploying and supporting hardware.
• Asset management by FrontRange Solutions.
• Installing software/operating systems.
• Creating and deploying images. Adding host name in to Active Directory and move it to proper OU group. Adding user accounts to different policy and security groups
• Monitored ITSM daily tickets. Using FrontRange Solutions system.
• Projects included:
• Converting physical desktops to virtual machines
• Cisco VPN upgrade
• Migrating XP to Windows 7
• MS Products Office, Project, Visio ,
• Various software versioning/product upgrades Lotus Notes, Symantec, SAP, IBM Rational Application Developer for WebSphere Software RAD 7.5 and SAS 9.2 Foundation statistical application for Windows 32 bit and 64 bit
• Managed Bi-Weekly Moves, New Hires, Terminations
• Documented hardware and software issues
• Helped to train new employees on ticketing system, various applications, and understanding the business units.
• Very professional and courteous to the customers.
• Able to effectively prioritize and manage problem tickets and project.

Confidential

Desktop Support Technician:

• Responsible for providing desk-side support for all deployment issues that occur during a large scale Vista / Office 2007 roll-out.
• Migration from Windows 2000 to Windows Vista with Office 2007 Pro
• Perform data recoveries, group policy updates at desk side to make sure all current policies were on deployed PC, software and hardware support of Lenovo Desktops and Laptops
• Installation of Docking stations for Lenovo standard Laptop and tablet PC's, trouble shoot network connectivity issues Desk side Customer support and VIP support after deployment of new hardware and software in various national/ international locations for Astra Zeneca Pharmaceuticals.
• How to manage .pst files in Outlook 2007, in Outlook 2007, How to move your personal folders .pst file in Outlook 2007
• Contact information does not appear in the address book in Outlook, How to compact the personal folders .pst files in Outlook
• Can't open an Attachment and Not able to send/receive emails or have to press Send/Receive
• The .pst file appears to be corrupt
• Troubleshooting MS Outlook 2007 such as,
• Troubleshoot end-user hardware and software problems pertaining to connectivity, software, workstation and peripheral issues.
• Transfer data from old system to new system. Application software support. Peripheral installation
• Application software installation and/or upgrade. Configuration changes to both hardware and software

Confidential

Desktop Support Technician:

• Troubleshoot, diagnose and resolve issues with PC and laptop configurations, network connectivity, printers, and peripherals.
• I was also responsible for all support requests, via phone, emails and in person, through help desk Ticketing System Peregrine . Resolved escalated support related tickets within the SLA timeframes, while providing quality customer service.
• Provided general technical support for end-users with regard to their laptop/desktop computer, application software, network/Internet access, wireless network configuration, and anything related to the employee's use of technology tools in a professional manner.
• Follow-up with customers on support efforts to ensure success and satisfaction.
• Maintained hardware asset database for desktops, laptops, monitors, etc. Assisted with special projects, as required
• Responsible for determining, installing, maintaining, and assisting in the management of the Business technology in the enterprise.
• Troubleshooting Lotus Notes 7.0 and Sametime, such as
• Adding a personal signature to messages you send, Change archive settings for Lotus Notes mail.
• How to restore default toolbar in case duplicated items on toolbar exists, Delegate access to your Lotus Notes mail,
• Common error for File does not exist , How to re-launch/reconfigure Notes Client in case Notes Client crashed,
• Install and troubleshoot Blackberry and Palm devices, such as
• How to do synchronization with desktop application, How to deleted message on a Lotus Notes client be synchronized to a BlackBerry handheld, How generate a new encryption key
• How to update the encryption key in Redirector Configuration
• activating new user with enterprise server, How to delete email from user blackberry without deleing from Lotus Notes or Outlook
• Troubleshooting Guardian Edge security products, Symantec security products, RSA security products, Adobe Writer, Adobe Dreamweaver, Adobe Photoshop and etc.
• Setting up network and local printers, also performed maintenances on HP Laser Jet 8000, 8150 9000 and also Xerox 5100 and 5160.
• Provided technical support for all VPN remote access configurations.
• Provided technical support to clients in the operation, configuration, and installation of software by delivering assistance over the phone and by performing support on site.
• Provided timely escalation of customer problems by assigning an appropriate priority and resolution target.
• Provides day to day end user support. Diagnoses causes of problems being encountered, and determines/ suggests needed corrective actions. Worked with Active Directory such as to lookup user's profiles.
• Worked with asset management team to maintains and updates PC inventory in asset management system
• Lead a project for Desktop Refresh which needed to replace 500 plus PC, also lead a project for memory upgrade for over 700 Laptops and Desktops.
• Received more than 10 recognitions for my collaboration, simplicity, enthusiasm, in the Business Technology Department.
• Received Excellence Award for my best end user support in the company

Confidential

Hardware and Software Technician:

• Responsible for repaired and replaced internal hardware components on laptops, desktops and printers. Performed maintenances on HP Laser Jet 8000, 8150 9000 and also Xerox 5100 and 5160.
• Supporting and troubleshooting printer configuration, computer hardware skills, and Network / Internet communication
• LAN and internet connective troubleshooting, Fully configure PC for user functions
• Resolve customer issues in a timely and correct manner, Documenting issues and resolutions

Confidential

Desktop Support:

• I respond to requests for technical assistance in person, via phone, electronically. End user desktop support within the office dealing with Windows XP and Windows 2000 Replacing old computers with new ones and insure connectivity over Microsoft network system. Re-image newer computers with new image by using GHOST software. Migration to Windows XP and Office XP from Windows 2000 and office 97
• Troubleshoot migration issues, setting up network printers and changing fuser and roller.
• Trouble shoot web base application and trouble shoot java script error, Resetting password for the user.
• Un-locking user account on Active directory

Confidential

Desktop Support:

• As a Client Support Analyzer, I was responsible for Diagnose and resolve technical hardware and software issues, research questions using available information resources, advise user on appropriate action, follow standard help desk procedures, log all help desk interactions, administer help desk software
• Redirect problems to appropriate resource, identify and escalate situations requiring urgent attention
• Setting up the user password, unlocking user account, and giving access to the different applications.
• Phone support and also help user remotely by using Net m nage software.