HIGHLIGHTS OF QUALIFICATIONS:

• Provide resolution to network, modems, printers, hard drives, memory cards, USB products. FireWire, and wireless issues.
• Application Support
• Languages - Bengali, Hindi, Urdu and English.
• MS Window XP Professional, 2000, 2003, and window 2007.
• MS Office suite (MS Word, Excel, Access and Outlook.)
• MS Office 365.
• Support XP/Vista/Win7.
• Experience Helpdesk Support and Remedy ticketing system.
• Experienced with Active Directory.
• PC Rollout, Smart phone Blackberries and iPhones.
• Hardware/Software Troubleshooting.
• Technical/End User Support.
• Remote Desktop Connection.
• Capable of  troubleshooting Network issues.
• Excellent written and oral communication skills in Technical and training fields.
• Hardware: CPUs, Monitors, Memory, PDAs, (Palm and others) Blackberry, USB Hubs and Printers
• Ability to support queries via phone, fax and email.
• Able to maintain a log of any software and hardware problems.
• Excellent ability to maintain high degree of customer service.
• Excellent communication and writing skills.

Desktop Support

Confidential

Responsibilities:

• Administer office365
• AWS administrator
• AWS account maintenance
• Maintain system efficiency.
• Ensure design of system allows all components to work properly together.
• Windows 10 upgrade
• Troubleshoot problems reported by users.
• Make recommendations for future upgrades.
• Analyze and isolate issues.
• Identify user needs.
• Experience configuring and deploying WAN, video IT assets and Voice.
• Maintain integrity of the network
• Ensure network connectivity throughout a company LAN/WAN infrastructure is on parwith technical considerations.
• Assign configuration of authentication and authorization of directory services.

Helpdesk Technician 

Confidential

Responsibilities:

• Utilized Active Directory on a daily basis for user creation/administration, adding computers to the domain, password resets, shared files, organizational units, Group Policy Objects and more.
• Resolve technical problems, detected patterns of issues, and coordinated with team members
• Worked closely with networking team to handle various problems.
• Responsible for tracking of tickets, proper escalation and managing assigned tickets and properly documenting ticket details.
• Worked with Active Directory to assign users to correct organizational units.
• Remote support through few applications; Kasaya, Teamviewer.

Customer Service Desk

Confidential

Responsibilities:

• Support the Library of Congress Copyright Technology Office (CTO) Customer service desk.
• Support external customers in the use of CTO systems as well as internal CTO customers.
• Respond to all internal and external customer requests within the established service level agreements.
• Support and maintain user account information including rights, security and systems groups.
• Listen to voicemails left by Remitters regarding Copyright and create tickets.
• Support Remitters with issues uploading their work or making the payment.
• Respond to the external and internal remitters email.
• Configure and deploying WAN and video IT assets.

Desktop Support Analyst

Confidential

Responsibilities:

• Monitor and update the internal ticketing system for assigned tickets and assigned locations and/or projects.
• Receive and record client calls into Helpdesk ticketing system Remedy 6.3
• Assist the Technology Support Lead in performing report analysis and discussions to address ticketing performance issues and assignments.
• Strong knowledge with Active Directory creating Network ID and Password, Expanding email box, authorize users with different network drives.
• Install, upgrade and configure workstations to fulfill requests for hardware and software for new and existing users.
• Assist the Technology Lead in team meeting discussions and training sessions.
• Disseminate technical knowledge via ticketing system, conferences and written documentation to colleagues.
• Manage the breakdown, relocation and set-up of workstations to accommodate user relocations, site relocation, site remodels and new location installations.
• Planning and managing program-wide technology build, test and deployment activities.
• Build, upgrade, deploy, test, maintain, troubleshoot and repair computer equipment/peripherals including desktops, laptops and printers.
• Work in close coordination and cooperation with all other departments.
• Knowledge of various software products, ability to determine hardware and software problems, and excellent problem resolution.
• Ensure the most complex customer issues are promptly addressed, documented and resolved in timely and professional manner consistent with the highest customer service and profession/ technical standards.
• Support and maintain user account information including rights, security and systems groups.
• Mac OS system trouble shooting.

Helpdesk Support/Desktop Support

Confidential

Responsibilities:

• Assist network engineers with server upgrades.
• Create procedures for any new rules and regulations within the security of IT infrastructure.
• Team lead of printers, update and order toner inventory
• Perform both hardware and software installations for Dell products while doing major PC rollout.
• installation and configuration for end users.
• Support users with troubleshooting MS Outlook, enable items, created PST folders, email account, calendar appointments and updated security patches.
• Strong knowledge with Active Directory creating Network ID and Password, Expanding email box, authorize users with different network drives.
• Use VMware client to manage virtual machines.
• Maintain all corporate meetings and set up all equipments according to the schedule.
• Mac OS system trouble shooting.
• Support various desktop and laptop configurations to include MAC OSX, Windows Vista and 7
• Implemented incremental backup procedure documentation for users and desktop support team.

Desktop Support

Confidential

Responsibilities:

• Install drivers to all dell printers for Lawyers, HR and upscale clients.
• Assist network engineers with server upgrades.
• Use Symantec antivirus protection management to provide virus protection to users’ desktop.
• Assist with wiring in server room.
• Create folders for users with specific administration rights.
• Create procedures for any new rules and regulations within the security of IT infrastructure.
• Implement snapshots procedure documentation for users and desktop support team.
• Change backup tapes according to the schedule and prepared for pickups with Iron Mountain.
• Perform both hardware and software installations for Dell products while doing major PC rollout.
• Provide desktop/laptop and applications support on Windows XP professional HP, Dell and IBM PC's for hardware/software problem resolution including network connectivity, software imaging application installation and configuration for end users.
• Support 20-25 tickets a day to all computers related issues as well as software and hardware related problems for approximately 800 Users.
• Receive and record client calls into Helpdesk ticketing System Remedy 6.3
• Support users with troubleshooting MS Outlook, enable items, created PST folders, email account, calendar appointments and updated security patches.
• Strong knowledge with Active Directory creating Network ID and Password, Expanding email box, authorize users with different network drives.
• Remotely resolve client issues using team viewer.
• Use VMware client to manage virtual machines
• Maintain all corporate meetings and set up all equipments according to the schedule.
• Support users troubleshooting and repairing network connectivity, network access connectivity issues.
• Mac os system trouble shooting.
• Assist users with Blackberry resetting password and synchronize outlook.
•   trouble shooting token for VPN users.

Helpdesk Technician 

Confidential

Responsibilities:

• Performed a variety of on-site troubleshooting and diagnostic tasks including virus removal, internet security, wireless network setups, PC and laptop setups and upgrades with latest. versions of software application.
• Provided software training on an individual and small group basis within a classroom setting
• Supported users' questions involving various MS Office program, especially Word, Excel and Outlook
• Responsible for Break fix of laptops, Desktop and Printers.
• Responsible for all students directory.
• Replaced hardware i.e. ( Hard-Drives, Flat Panel Monitors, Docking Stations, local printers, USB/ NIC Cables, Keyboards, Mice, Black Berries, Laptops and Desktops)
• Responsible for the Enterprise Activation of new Blackberry devices.
• Troubleshoot Viruses using Symantec Anti Virus Software and host of the other applications
• Setup in boxer spy-ware application & Junk Mail filters and rules.