Helpdesk Support Engineer Resume Profile

Summary

Solutions-focused professional with over 3yrs experience providing rapid and client-focused technical support to 6000 users in 24/7 environment. Demonstrated capacity to identify root cause and providing lasting solutions. Well versed in a variety of common operating systems, applications, and hardware with a proven ability to learn new tools and technologies quickly.

Technical Skills

Operating systems : MS-Dos, Windows Server 2003/2008, Windows 2000/XP/Vista/7/Mac
Networking : TCP/IP, LAN, DHCP, DNS, Ethernet, FTP,
Applications : Citrix Xenapp, Vmware, Exchange 2003/2010, Server 2003/2008 ,RSA secure id, MS Office 2000/2003/2007/2010, Bloomberg, Reuters, Webex, Symantec Antivirus/Backup, RDP, VNC viewer,Logmein, Team viewer, ILO, Rightfax, Winzip, Adobe Reader, Internet explorer, Firefox, Google Chrome, Opera, CutePDF
Hardware : Servers, Thin clients, Desktops, Laptops, printers, scanners, cameras, PBX, CISCO VOIP, Projectors, CCTV

Professional Experience:

Confidential

Helpdesk Support Engineer

Support various Managed Services Clients through VPN.
Loading patches on UAT/PRD environment for client testing.
Providing L1/L2 support to more than 6000 users worldwide in 24/7 environment.
Working in a team of 40 members and coordinating with different levels of team in India, US and UK.
Providing remote support with the help of tools like RDP, VNC Viewer, Team Viewer.
Active directory, DNS and GPO management on Server 2003/2008.
Mailbox management on MS Exchange 2003/2010.
Basic Vmware support
Reuters Messenger, 3000 xtra and Bloomberg support.
Symantec/Sophos Antivirus Installation and management.
Symantec Backup Executive management
Security patch management on Desktops/Servers
Citrix Xenapp 6.0 Support on Server 2003/2008
Escalation and follow-up for escalated issues. Monitoring alerts across all offices which includes Windows Servers, Backups, Network Links, Power Outages and UPS Systems.
Office 2003/2007/2010 installation and support.
LAN Sweeper management and EAS mail archiving support.
Thin client installation and support
Perform weekend tasks like mailbox movement and preventive maintenance for Servers/Desktops.
Supporting home users on Citrix related issues and RSA token administration.
Provide EPBX/CISCO VOIP phonesupport and setting up Webex for conferences/meetings.
Train end users on basic automated solutions.

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