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System Administrator / Help Desk Resume Example

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SYSTEM ADMINISTRATOR / HELP DESK
Summary
Provide managerial support for off-site L2 and L3 technicians. *A career driven IT professional with great experience in hardware, software, and support of information systems. Strong "hands on" technical knowledge, dependable, energetic, and quick to learn. Motivated leader with proven ability to ensure success while cutting cost of projects. Track record for diagnosing complex problems and consistently delivering effective solutions. *Over 7 years of experience in Information Technology. *Good understanding of configuration and change management within the corporate environment. *Excellent analytical skills, collaborative team player/leader with proven ability to communicate with peers and building strong customer relations.
Skills
  • Compaq, Dell, Xerox, HP,IBM/Lenovo Desktops and Laptops, Printers, Hand Held, Scanners, Fax, Smart Phones, Avaya VOIP phones, Projector, external devices hard drive, memory sticks, mouse, Bit locker,firewalls.
  • Software: HP Service Manager, MS Office 365, Outlook/Exchange, IE 7, IE11, Google Chrome, Safari, Mozilla Firefox, Rumba, LANDESK, MS WINDOWS 10, 8, 7, SharePoint, Citrix, Java, MS Visio, Remedy,Azure, Snow, CISCO IP phone.
  • Operating System: Windows 7, Windows 8,Windows 10, Windows XP, Mac, and VPN/RAS, VMware.
  • Tools: Snipping tools, Northern recovery tools, HP Service manager, Active Directory, TFTP Serve 1,TFTP Serve 2.
  • Languages: SQL, PL/SQL, UML, XML, HTML
Experience
System Administrator / Help Desk06/2016 to CurrentMMD Services Inc
  • Configured AT&T Unified Communication services login thru Voss.
  • Built a PC using the SCCM 2012 R2 PXE build process.
  • Successfully use Microsoft Configuration Manager 2012 to manage the deployment application across enterprise Systems.
  • Installed Tier 2 and Tier 3 personal applications.
  • Copied all PST files to the user's new PC.
  • Reported to management of system performance and downtime, including work order backlog and response time.
  • Managed & Executed IT projects such as server upgrades & installations, Firewall configuration & installation.
  • Installed QAS and create its user configuration folders.
  • Set up cisco IP phone through TFTP Server 1 and TFTP Server 2.
  • Added 800 numbers to phone systems along with Client Support Manager (CSM).
  • Build queues for phone systems and using UC Customer Care portal to Create a Ticket to AT&T.
  • Used SQL for metrics of numbers called and figure billing from calls versus sales.
  • Installed, repair, monitor and maintain hardware equipment and phone equipment.
  • Managed Vertical Wave Phone System (digital and voip).
  • Trained team member on Cisco 7900/7800 series phone and soft client phone, IP Communication and Jabber Phones.
  • Worked on ERP Systems for the Back office Support.
  • Resolved incoming service request tickets in person or by phone.
  • Quick guide to team member for AT&T UC voice for IP phones 797x,796x and 794x series.
  • Monitored backups, installations of software and hardware and desktop Imaging.
  • New Hire/termination process support.
  • Installed new/replacement IPT Desk Phone for an existing system user with an existing phone number in the system.
  • Used AT&T VOSS management steps to register a phone on the UCAAS system.
  • Created and modify process documentation and follow company procedure.
  • Worked closely with vendors and IT team to manage servers, networking equipment and PC maintenance.
  • Wi-Fi migration, active directory migration, printer migration, and Cisco IP phone.
  • Used Condeco web page and room panel to join user badge to the condeco system to Create a conference meeting for end user.
  • Provided initial service desk support with ERP system and user facing hardware or software issues.
  • Assists with off boarding of users by securing computer and phone equipment and putting back into inventory.
  • Assists with people moves by taking down, redeploying and testing computers and phones.
  • Assists with onboarding of new uses by ensuring workstations are set up in an ergonomic manner and that each station has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment.
Desktop Support Manager01/2013 to 06/2016Toyota & Lexus Financial ServicesChicago, IL
  • Provided technical support over 16+ Remote sites over 40plus user working in office.
  • Provided hardware support on Printers, and Pc desktops, laptops, and servers.
  • Completed daily troubleshooting task accurately and efficiently.
  • Submitted daily reports of task and close them out before leave for the day.
  • Manages the day to day delivery of support services.
  • Was the point of contact for technical escalations.
  • Interface with all delivery competencies including application databse shared infrastructure and service center to resolve issues.
  • Attend service review meetings covering performance,service improvements, quality and processes.
  • Planed resources/ activities in conjunction with business for system refreshes and maintenance.
  • Provide recommendation to client in Bassis areas.
  • Developed documentation of procedures for installs and troubleshooting methods.
  • Provided support to MIS personal in out of state offices.
  • Worked successfully with outside companies, troubleshooting software/hardware.
  • Delivered LANDesk Reports and Metrics to key management.
  • Provided on-site and remote support for VIP and upper management clients.
  • Worked with ERP systems users and management to determine appropriate system configuration and setup.
  • Delivered LANDesk Reports and Metrics to key management.
  • Provided on-site and remote support for VIP and upper management clients.
  • Client Manager meeting, to include status on open tickets, point's usage, support findings, project for future activities.
  • Ensured new hires are up and running, as well as, keeping the existing employees technically productive.
  • This role will need to be able to communicate with all position levels.
  • Responsibilities include incident and task management, escalation procedures, equipment deployment, equipment inventory, scheduling and coordinating project activities and ensuring service levels are maintained as described by Service Level Agreement.
  • Trained other support Technicians to improve Level 1 and Level 2 first time resolutions response.
  • Supported end users face to face or remote users using MS Lync 2010, skype for business 2015, MSRA, Remote desktop connection.
  • Imaged desk tops and laptops for company standard.
  • Installed and configured proprietary software Lotus Notes, Carlos, Hyperion.
  • Mapped network printers, installing local printers for user needs.
  • Used ticketing system Service Now, Remedy, Heat, Snow.
  • Installed and configured BitLocker software.
  • Backed up user computers with OST and PST and restoring back to new computers.
  • Installed and configured Win7 Laptops.
  • Configured E-mail for end users, Outlook 2010 and 2013.
  • Configured eAudit for auditor's personal configured DSS software for audio conferencing.
  • Configured McAfee encryption software.
  • Acceptance, entitlement validation and registration of customer contacts via phone, web, e-mail, Lync Chat or FAX with online reporting of the case status.
  • Cleared, proactive and frequent communication to customers as to the progress of their incident or request.
  • Remote installation of company approved software and applications via Altiris Portal.
  • Remote control of end user devices to ensure proper troubleshooting and resolution of support call.
  • GOOD / Air watch experience.
  • IPad/IPhone Experience.
  • Active Directory password changes.
  • Removal of virus/malware items from end user computers.
  • Avaya Softphone and trouble shoot.
  • Voicemail reboot activity.
  • POTS line installations in server rooms.
  • PBX DST time Change.
  • Avaya on PBX modem reset.
  • Oracle installation / Configuration.
  • Received of inventory, bar- coding of assets, desktop/laptop imaging, disposal of assets, and facilitation of inventory orders.
  • Installing standard software and associated updates on desktops and laptops.
  • Set new users and provided one on one training when needed.
  • Trained technicians for mobility support.
  • Managed tickets/ relationships with 3rd party service providers.
  • VOIP\SIP experience with ability to run captures and review logs and troubleshoot problems.
  • Led Team of five, in the direct day-to-day technical support for 300+ staff members onsite/offshore.
  • Supervised and trained help desk technician and administrative staff.
  • Managed budget for department provide senior management with monthly reports.
  • Worked with IT director on all budgeting issues.
  • Developed disaster recovery plans including restoration planning backup and restoration procedures and data retention.
  • Managed companywide operational audits to ensure organization's hardware and software standards,created supporatable environments and reduced total cost of ownership.
  • Successfully transfered the data from one computer system to another by standardized message formatting without any intervention.
  • Implemented process improvement process within the EDI structure including system interface, policy and procedure changes.
  • Identified and recognized opportunities to resolve problems related to EDI transactions.
  • Conducted bi-weekly EDI status to customer meeting to discuss resolved/unresolved EDI requests.
  • Conducted and performed analysis of EDI transactions, document and produced metric reports.
PC Technician01/2010 to 01/2013SOHA TechnologiesChicago, IL
  • Provided technical support to 50+ remote and local users with Windows clients.
  • Provided hardware support on Printers, and Pc desktops, laptops, and servers.
  • Planned, and managed major project of sending 43 users home to work on desktops through Citrix client server.
  • Completed daily troubleshooting task accurately and efficiently.
  • Submitted daily reports of task.
  • Developed documentation of procedures for installs and troubleshooting methods.
  • Provided support to MIS personal in out of state offices.
  • Worked successfully with outside companies, troubleshooting software/hardware.
  • Maintained license and hardware inventories.
  • Deployed LANDesk agent to 2700+ pc's and 800+ mac's during initial deployment.
  • Delivered LANDesk Reports and Metrics to key management.
  • Great communication and great customer service experience and also a bi lingual.
  • Configured users E-Mail with Exchange 2007,2010.
  • Setup user account using MS Outlook 2010,helping user saving the DATA.
  • Saved and move user DATA to other PC or Laptop.
  • Imaged desktops and laptops for new hired.
  • Worked to roll out WIN7 project.
  • Set up users' Desktops and Laptops.
  • Saved and move user DATA to other PC or Laptop.
  • Imaged desktops and laptops for new hired.
  • Worked to roll out WIN7 project.
  • Set up users' Desktops and Laptops.
  • Performed desktop/laptop rebuilds and rollouts.
  • Provided first and second level phone support and direct support for users.
  • Performed PC moves and installations as well as physical maintenance of PCs and printers.
  • Assisted with updating and maintaining standard images for desktop, laptops.
  • Documented all calls in the Help Desk ticketing system.
  • Citrix Client Site installation and configuration.
  • Successfully gathered, tracked, and generated critical reports covering system stability utilizing MS EXCEL/ Access to inform decision makers and ensure highest level of performance.
  • Played key role in guiding and completing comprehensives overhaul of outdated computer equipment, leading to increased productivity and enhanced efficiency.
  • Troubleshoot and resolve OS, application, mainframe, and hardware issues, patch management, asset management, install software, build and image system for deployment, install or upgrade hardware as needed.
  • Add, change and remove users/computers in active directory, add, change and remove users/distribution lists in exchange.
  • Resolved LAN/mainframe printer issues.
  • Unlock/reset network/mainframe user passwords.
  • Created/published FAQ, issues resolution, and new technology updates.
  • Discovered and participated in resolution of sudden major issues that began to spread impacting the PCMiler software which was handicapping the company's client billing process, effecting profits.
Education and Training
Bachelor of Computer ScienceJanuary 2009Gujarat UniversityIndia
Certifications
Certified Computer Hardware Technician, # 558801371 *PC Basic CH 101 # 558812450 *Certified WINXP Professional # 558957708
Skills
Active Directory, administrative, asset management, audio, Avaya, backup, Basic, billing, budgeting, budget, bi, cisco, Citrix, client server, Compaq, Computer Hardware, Hardware, encryption, Client, clients, customer service experience, Customer Care, Client Support, delivery, Dell, Desktops, disaster recovery, documentation, EDI, E-Mail, equipment inventory, ERP, senior management, XML, FAX, firewalls, Firewall, hard drive, hardware support, phone support, Help Desk, HP, HTML, Hyperion, IBM, image, Imaging, IE 7, inventory, IP, Java, keyboard, LAN, Laptops, Lotus Notes, Mac, mac's, director, mainframe, McAfee, meetings, memory, Access, MS EXCEL, Exchange, MS Office, office, MS Outlook, Outlook, SharePoint, Windows 7, Windows 8, Windows, WIN7, MS WINDOWS, Windows XP, migration, MIS, modem, enterprise, network printers, network, networking, OS, Operating System, Oracle, PL/SQL, PBX, pc's, PC maintenance, phone equipment, Phone System, phone systems, printer, Printers, processes, process improvement, coding, progress, PXE, quality, Quick, RAS, reporting, Rumba, sales, Scanners, scheduling, servers, Service Level Agreement, install software, SQL, system configuration, technical support, Technician, Phones, Phone, tops, Troubleshoot, troubleshooting, UML, upgrades, upgrade, validation, VPN, Visio, VOIP, web page
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Resume Overview

Companies Worked For:

  • MMD Services Inc
  • Toyota & Lexus Financial Services
  • SOHA Technologies

School Attended

  • Gujarat University

Job Titles Held:

  • System Administrator / Help Desk
  • Desktop Support Manager
  • PC Technician

Degrees

  • Bachelor of Computer Science January 2009

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