SUMMARY:

• I am an Information Technology Professional with over 4 years of experience in providing workstation, printers and network equipment configuration, installation and support.
• In the past my success has been a direct result of my strong desire to provide the best end user experience.
• By focusing on an empathic approach to the end user’s problems and setting their expectation I have been able to improve the users experience, not only with me but with the overall service they have and will receive from my group.
• I have supported third party applications as well as business applications from custom developed software to mainstream commercial software.
• I have prepared technical documentation for training new users as well as for maintaining the proficiency of veteran users.
• I am very proficient in conducting research to resolve technical issues with prompt and thorough efficiency.
• I have conducted desktop, remote desktop and telephonic help desk support in accordance with prescribed SLAs.
• I have interfaced with clients in both consumer and corporate environments, ranging from consumer or support staff to senior level executives all on their personal level of technical expertise.

TECHNICAL SKILLS:

• Tele/video conferencing support
• Go to meeting, Go to webinar, Openvoice, admin console
• Adobe Connect
• Executive support, VP and Admin
• Crestron Switch, Wireless touch panel
• Airmedia wireless screenshare and tools
• Planning conference room rebuild and equipment upgrade
• Desktop support
• Active directory
• MS office 2013
• Ticketing systems: Remedy, Footprint
• TCP/IP, Ethernet
• Mobile Management: Android, iPhone
• VoIP support
• Windows XP/Vista, Windows 7, Windows 8, Windows 10
• Antivirus Software: Symantec, Kaspersky
• Printer configuration/networking and management
• PC rollout, Office move and Workstation Management
• Remote access support
• VPN management and remote client
• Imaging and Re - imaging computer

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk technician and AV support

• Support 2500 user base onsite and offsite
• Provided Audio Visual support and Video telecommunications support
• Worked with WeBex, Go to meeting, Go to webinar, Go to training, Openvoice, and Adobe Connect to provide support to users
• Documented S.O.P for users and team members to follow and uploaded them on share point site and knowledge base
• Planned and co-ordinated conference room upgrades and equipment purchasing
• Worked on Crestron switch and Airmedia to provide innovative solution to event organizing and moderating.
• Moderated events, seminars and conferences to ensure and provide instant technical support
• Provided support to VPs, Executives, and Admins regularly
• Hosted Webinars for users when requested and acted as a moderator as well.
• Received and troubleshoot technical issues using Footprints Ticketing system
• Maintained timely resolution on different issues and support within the SLA
• Performed Hardware and software installations
• Worked with Microsoft Office 2013
• Worked with Microsoft Surface pro and tested out Windows 10 for office environment and support
• Worked with ADmanager to provide support for Active Directory related requests
• Assisted other teammates when necessary
• Trained teammates and users, escalated issues to the correct team if required
• Remotely assisted users and provided timely support
• Imaged machines for users using network images and performed new hire tasks and quality checks
• Remote accessed user computers using BMC client
• Maintained tickets in a timely manner to properly maintain time management
• Assisted users with hardware and software issues as well as AV issues
• Kept in contact with Citrix for supporting users with their product regularly
• Worked with CDW and Amazon for purchasing of different products and hardware.

Desktop support Technician

• Supported 1500 users onsite and offsite
• Provided hosted VoIP and WebEx solutions
• Provided real time support for AV and VTC equipment in conference room, with tracking of AV requests
• Received and recorded technical issues using Footprint ticketing system
• Promptly resolved hardware/software issues by ensuring timely resolution according to approved Service Level Agreement
• Performed PC/level 2 support for users and clients
• Reset passwords and elevated rights to all users using active directory
• Configured system settings and software updates
• Performed both hardware and software installations while doing major PC rollout
• Upgraded laptops and desktops to their latest patches and Antivirus Software
• Installed hardware and peripheral components such as monitors, mouse keyboards, printers, disk drivers on users premises
• Remotely accessed users desktop via remote desktop to help resolve technical issues
• Escalated tickets to other support groups if needed
• Resolved hardware issues
• Imaged machines using Symantec Ghost
• Assisted team with office moves

In-field Assistant Network Engineer

• Provided in-field support for the stump-camera and the spider camera
• Maintained a strict SLA to provide support to the broadcast team in matter of minutes
• Provided support for various Windows and Mac issues
• Maintain the backup inventory
• Provide technical support to the Commentators and the 3rd Umpire box
• Assisted the Live Field Report Commentators with various issues and Match updates

Help desk Analyst/Desktop Support Technician

• Assisted over 300 users via telephone, email, remotely and onsite with IT related issues
• Provided 1st call resolution and maintained a strict SLA
• Troubleshoot network connectivity, network printing and user access issues
• Assisted users with operating systems and MS applications
• Provided user training as needed
• Created and resolved issues using Remedy ticketing system
• Periodically assisted desktop technicians with hardware troubleshooting and local system upgrades
• Assisted users with various outlook issues
• Kept inventory for all surplus and new hardware
• Provided conference room support with projector and internet connection
• Maintained network printers and changed toner cartridge
• Escalated tickets to different support groups if needed
• Assisted remote users with VPN issues
• Opened, Closed and Updated tickets in a timely manner and created weekly status reports
• Provided excellent customer service and always followed up with users before closing any tickets