CORE COMPETENCIES:
• Three years of experience in providing technical assistance to computer system users.
• Expert in LAN administration and desktop hardware/software configuration and support.
• Strong working knowledge of Microsoft Windows operating systems, Active Directory, MS Exchange and Internet applications and protocols.
• Deep familiarity with supporting users over phone, remote access and desk visit.
• Demonstrated ability to work in a team environment with strong interpersonal skills and a positive attitude toward sharing expertise and assisting others to learn.
• Immense ability to discover, diagnose and correct network performance problems and failures.
• Proficient in the preparation and maintenance of network documentation and diagrams.
• Deep understanding of TCP/IP, VPN, Outlook and telecommunications and network industry concepts, methods and standards for application to assigned work.
Soberman LLP February 2011- April 2011
Level 2 Technical Support
• Provided Technical Support for company and OEM.
• Provided technical support for Data communications hardware/software, including routers, switches and firewalls.
• Helped Users with Blackberry related problems including wipeout, backup, exchange configuration
• Responsible for installing connectivity software using VPN, Citrix, and Telnet
• As a Help Desk Analyst give response to initial trouble calls.
• Responsible for training the new staff on PC and Network basics.
• Responsible for troubleshooting software issues related to Windows, Office, Outlook, Tax prep, Dynamics, Formula trix and etc.
Use of Time: 90% Help Desk; 10% Deployments
Technical Environment: Think centre desktop’s, Lenovo laptop’s running windows 7 and XP
Applications: Office 2007, VPN, Citrix, Blackberry, Taxprep, Formulatrix, Payroll, Caseware, Dynamics and SharePoint
Barrick Gold INC December 2010- January 2011
Technical Support Specialist
• Assisted in troubleshooting user problems relating to Operating System issues, Network Connectivity, TCP/IP configuration, Upgrades, MS Office Products and Internet connectivity.
• Performed upgrades, installation of software and drivers and essential desktop troubleshooting.
• Deployed updates, service packs and hot fixes using Windows Update, Automatic updates and Group Policies.
• Installed logical printers on a print server and preparing print server to host clients. Troubleshooting hardware peripherals like printers modem etc
• User rights and permission, disabling and enabling accounts, file and folder permissions and configuring security templates as per need.
• Migrated all end users from Windows XP to Windows 7 platform which includes creating AD user profiles, computer profiles, application for all individual users and deployments of new software.
• Migrated all end users from Microsoft 2007 to Microsoft 2010
• Assisted on on-site visits and hardware troubleshooting and local system upgrades.
TD Canada Trust, Toronto August 2010- December 2010
Desktop Support Analyst
• Charged as Level 2 Desktop Support Specialist for more than 2000 end users.
• Responsible for deploying 200 laptops for HR team, which includes imaging, application install, network configuration and training users.
• Migrated all end users from Microsoft 2007 to Microsoft 2010
• Migrated all end users from Windows XP to Windows 7 platform which includes creating AD user profiles, computer profiles, application for all individual users and deployments of new software.
• Worked in Blackberry device manager including new blackberry setup, blackberry exchange, data transfer and data backup.
• Responsible for delivering support through telephone, remote access, desk-side visits and email.
• Responsible for Mailbox cleanup.
• Work as communicator between two teams.
• Use PC-Duo remote control solution in support of Lotus Notes, Microsoft office and other applications.
• Trained the new recruited users on different software.
• Done other duties as assigned.
CITI Fund, Mississauga Feb 2010-June 2010
Desktop Support Analyst
• Desktop Support Specialist for more than 1100 end users.
• Supported over 1100 users with day to day issues with Lotus Notes, I Manage, Microsoft applications and other banking applications.
• Migrated all end users to new platform which includes creating AD user profiles, computer profiles, application for all individual users and deployments of new software.
• Performed upgrades, installation of software and drivers and essential desktop troubleshooting.
• User rights and permission, disabling and enabling accounts, file and folder permissions and configuring security templates as per need.
• Deployed updates, service packs and hot fixes using Windows Update, Automatic Updates, and Group Policies.
• Responsible for delivering support through telephone, desk-side visits and email.
• Worked as advisor for desktop support team to provide software and hardware break service and training requests.
• Use PC-Duo remote control solution in support of Lotus Notes, Microsoft office and other applications.
• Done other duties as assigned.
Dell Canada, Toronto November 2007 - November 2009
IT Administrative Consultant
• Trained staff and users to use computer system and its programs
• Configure and troubleshoot desktop applications and upgrades such as MS Office.
• Install and configure desktop computer and peripheral hardware upgrades.
• Perform basic installation, configuration, deployment and troubleshooting of desktop computers and peripherals.
• Perform advanced hardware and software troubleshooting.
• Integrate hardware into existing LAN environments. This includes establishing network, file server access, configuration of email and print server connectivity.
• Install upgrades and troubleshoot, support and repair simple network connectivity issues at the desktop, including NICs, network connections, and unmanaged hubs/switches within local environments
• Install, integrate, troubleshoot and solve network client operation problems
• Basic Active Directory – Changing user passwords, moving user accounts to different OUs, unlocking accounts, joining computers to a domain, etc.
• Physical network troubleshooting – drops, switch ports, switches needing power cycling, crimping cables, terminating cables, etc.
Certifications:
• Netcom Certified Network Engineer (2006)
• Diploma In Hardware Engineering
• Diploma In Network Engineering
• Microsoft Certified System Engineer (MCSE)
• Microsoft Certified System Administrator (MCSA)
• Microsoft Certified Professional (MCP)
• A+ Hardware Technician (COMPTIA A+)