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Click here or scroll down to respond to this candidateCandidate's Name
PHONE NUMBER AVAILABLE Bensalem, PA Street Address EMAIL AVAILABLEProfessional SummaryDesktop Support Analyst with five plus years of hands-on experience in image deployment, Windows 10 support, Active Directory management, Group Policy configurations, backup & restoration procedures, networking, and comprehensive PC support. Adept at resolving technical issues efficiently to ensure seamless operations. Skilled in providing printer and iPhone support, proficient in McAfee Antivirus, BitLocker encryption, iOS devices, and Office 365 administration.Excellent Analytical abilities and have proven ability to perform multiple tasks in a high-pressure environment.Ability to handle multiple scenarios with rapidly changing priorities and deadlines.Strong abilities to work in pressure-environments, effective problem solving and trouble-shooting skills.Problem solver with an ability to work independently in a fast-paced environment and quickly adopt emerging technologies.Skills:Microsoft Windows OS, Linux(Ubuntu)Microsoft office: 2016 and Office 365VPN Software : Cisco, Pulse Secure, Ivanti Secure Access Client.Network Analyzers: Wire Shark, Cisco Packet Tracer.Others: VMware, Active DirectoryProtocols: TCP/IP, UDP, DNS, DHCP, TFTP, FTPDatabase: Oracle Database, MongoDB, My SQLServiceNow (Tables, Catalog, Workflows)Others: VMware, Active DirectoryBitlocker EncryptionCramsecCyber-Ark AdministrationAdmin Portal ManagementWindows 10 Deployment and MigrationMicrosoft Deployment Toolkit (MDT)System Center Configuration Manager (SCCM)Group Policy ManagementActive Directory AdministrationSoftware Packaging and DeploymentTroubleshooting and Problem ResolutionUser Training and SupportPROJECTSCapstone Automation Project, Penn State University - Project Lead May 2020Designed and build a system for enabling consumer-direct contract brewing using brew automation and reporting.Developed, deployed, and test a single brew request in automation platform, with all necessary sensors and control, monitoring and reporting mechanisms integrated.Designed system which will track and manage the entire process through the ServiceNow system.Developing system integrations and process automation within the ServiceNow instance and Workflows Information Services applications.Actively participate in daily Scrum meetings and regular sprint planning, review, and retrospective meetings.Capstone Project Raptor, Penn State University - Team Lead Dec 2019Developed an assembly of connected ground-based rovers that will forage using swarm intelligence and will securely transmit and communicate collective mission data.Designed, build, and test an android application that finds a specific object and collect surrounding dataLearned how to securely transmit data to Service now to generate reports.Design, build and test a ground-based rover that is controlled by an Android application and will work autonomously.EXPERIENCEIT Support Analyst, GlaxoSmithKline, Collegeville, PA Mar 2023-PresentStreamlined Work processes, and teamed up for enhancements to Incident Management process, and IT ticket the executives framework arrangement testing new and refreshed work process in ServiceNow.Worked requirement for different Integration with different systems like PeopleSoft, FedEx, Splunk to facilitate quickly assigning tickets to resolver group for providing resolution.Worked on various modules of ServiceNow like Incident Management, Service Catalog, User Administration, Reporting and Discovery.Responsible for providing analysis, documentation, and reports in support of the IT operations Event management ITIL process.Create deployment plans to roll out ITIL tools, services, software, and training.Rollout new applications and modules on the ServiceNow platform.Worked on enhancing Incident Management, Problem Management, Change Management, Knowledge Management, Asset Management, CMDB and SNOW reporting utilizing ITIL process.Attending daily schedule, standup and retrospective meetings for further improvements.Installed, configured, and optimized Windows 10 operating systems, applying best practices for performance and security enhancements.Provided expert-level support for Windows 10, troubleshooting software and hardware issues for over 800 end-users.Managed Active Directory accounts, groups, and permissions, ensuring accurate access controls and security protocols.Implemented and maintained Group Policies, enhancing system security and user productivity.Conducted regular backup and restoration procedures, minimizing data loss risks and ensuring business continuity.Provided comprehensive networking support, including LAN/WAN troubleshooting and resolving connectivity issues.Offered timely assistance for printer setups, configurations, and troubleshooting, optimizing office productivity.Supported iPhone devices, resolving software conflicts, and ensuring seamless integration with corporate systems.Proficiently managed McAfee Antivirus, ensuring systems were up-to-date and protected against threats.Implemented BitLocker encryption for data security and compliance with organizational standards.Administered Office 365 accounts, managing email configurations, and troubleshooting user issues.Delivered timely and effective technical support to end-users, troubleshooting hardware and software issues.Assisted in the deployment and maintenance of security patches and updates, ensuring system reliability and security compliance.Implemented and managed Bitlocker encryption solutions for endpoints, ensuring data confidentiality and integrity across the organization.Conducted regular security assessments and audits using Cramsec, identifying vulnerabilities and recommending proactive measures to mitigate risks.Administered Cyber-Ark Privileged Access Security solution, configuring policies, managing access controls, and monitoring privileged accounts.Environment: Agile, MS Visio, SharePoint, Excel, MS SQL, ServiceNow. Successfully deployed and managed system images, ensuring consistency and efficiency across Windows 10 environments.Delolitte Mechanicsburg, PAManual Tester May 2021- Dec 2022Gathered business and functional requirements for eligibility determination for SNAP, TANF and Medicaid programs.Created functional design for SNAP, TANF and Medicaid eligibility programs.Worked on Child Support Incentive Benefits delivered through Electronic Benefit Transfer.Performed Daily smoke Test on multiple browsers, as well as white box & black-box testing.Created created/altered SQL Queries for backend testing.Developed SQL queries to acquire and modify data sets from SQL database and Access database.Coordinated with developers and recorded defects in JIRA to track incidents until resolved.Analyzed the Business Requirements Document to construct a test plan and prepared detailed test cases for new Functionality.Involved in writing SQL queries implementing functions, triggers, cursors, object types, sequences, indexes etc.Conduct weekly meetings with the development and testing team to replay any changes requirements and updates on the development and testing.Familiar with Git, Jenkins CI/CD, and Maven.Attended everyday Enterprise Workflow Stand-Up meeting to provide current status, thus implementing Agile (Scrum) Methodology with Test Driven Development.Report Project status, attend status meeting and provide updates and useful feedback to management.Participate in Agile working practices such as daily scrum meetings, sprint planning meetings, reviews and retrospective meeting.Work closely with developers, product owners, business analyst and cross functional teams to understand product requirement.Windows 10 Migration Technician, MainLine Health System, Brywn Mawr, PA Jan 20 -- Apr21Used SNOW (ServiceNow) to track all work and all Tickets.Performed maintenance tasks in AD (Active Directory) and other user management systems.Troubleshoot DNS Infoblox problems while installing new Pcs.Assisted in the setup and configuration of new Windows 10 workstations, ensuring compatibility and functionality.Update software and computer updates using application push scripts via remotely (windows, java, flash player, firefox, adobe reader, adobe acrobat).Settings of the networking devices (Cisco Router, switches) co-coordinating with the system/Network administrator during implementation.Deployed operating systems and software to client machines using Microsoft SCCM server.Developed comprehensive deployment strategies, including OS imaging, software packaging, and system customization to meet specific business needs.Conducted thorough compatibility testing of applications and hardware drivers, ensuring smooth migration and minimal disruption.Implemented automated deployment processes using Microsoft Deployment Toolkit (MDT) and System Center Configuration Manager (SCCM), reducing deployment time by 40%.Provided user training and support during and after Windows 10 migration, resulting in improved user adoption and satisfaction.Used PowerShell script to perform a staged migration to install Microsoft 365, Epic, Crowdstrike window sensor.Configuring network access servers and routers for AAA Security.Upgrading and backups of Cisco router configuration files.Implementing and maintaining backup schedules.Windows 10 Migration Technician, AECOM, Princeton, PA Feb 20 Aug 20Participated in staging and integration of IT hardware.Maintained accurate record of installation including, but not limited to quantities, serial numbers, and asset numbers of installed hardware.Installed, configured, and optimized Windows 10 operating systems, applying best practices for performance and security enhancements.Created documentation and training materials for Windows 10 usage, contributing to improved user proficiency and self-service support.Troubleshoot and resolved business application and system problems.Assisting the customer with technical issues, concerns, and escalations.Assisted in the setup and configuration of new Windows 10 workstations, ensuring compatibility and functionality.Provided expert-level support for Windows 10, troubleshooting software and hardware issues for over 500 end-users.Windows 10 Migration Technician, Chubb, Philadelphia, PA Aug 19 Jan 20Provided first and second level support for the upgrade to Windows 10.Participated in device collection, configuration, and upgrade of client endpoint devices.Conducted regular system updates, patches, and upgrades to mitigate vulnerabilities and ensure compliance with industry standards.Performed asset disposal process and liaise vendor to schedule pick-ups.Work closely with technical team to help manage technical components of new DSS (Decision support System).Completed Pre and Post Migration documents and migrated 10-12pcs per day.Verified printers and scanners functionality after each migration.Troubleshoot thin client PC.Created documentation and training materials for Windows 10 usage, contributing to improved user proficiency and self-service support.Provided expert-level support for Windows 10, troubleshooting software and hardware issues for over 400 end-users.Managed Active Directory accounts, groups, and permissions, ensuring accurate access controls and security protocols.Configuration Technician, CompuCom, Paulsboro, NJ Jun 18 Mar 19Configured GameStop POS, Verifone, Printers and Run script on Fortinet switches.Tests configured systems, scanners and printers for appropriate functioning and troubleshoots for any errors found.Follows customer personal computer system hardware and software specifications based on the configuration services being performed and the instructions supplied (on-line instructions, config. sheets).Performed troubleshooting for PC operating systems, specifically Device Manager and TCP/IP configuration.Troubleshoot interdependent and integrated computer system.Completed all required documentation of installation including a quality assurance sheet to ensure accurate billing with respect to warranty contract, proper processing of defective products and timely vendor returns and reimbursements.Implement communications efforts. Write project proposals, reports, planning documents, and reference/ operating instructions manuals for end users, trained team members on system updates.Network Technician Intern, Neshaminy Activity Center, Trevose, PA Aug 2017 -Nov17Learned technical support for all network users including troubleshooting hardware issues, installing hardware cards (Ethernet) software, configure switches, routers, etc.Assisted in racking and stacking of network devices in the data closet.Replaced all the computer cables throughout four offices.Performed physical setup of desktop computers and printers and connected them to LANs.Functional Tester Vanguard, Malvern, PA Jan2015 - Aug2017Prepared test plans as per the business requirement documentation (BRD).Training team members regarding the application so that newly joined team members can come up to speed and start working.Drafted test plans that included testing objectives, testing phases, scenarios and test environment after a thorough analysis of the business rules.Test Activities included Functional testing, GUI testing, Regression testing, Integration testing, System and User Acceptance Testing.Conducted weekly batch testing to incorporate changes in new builds as well as identified Bugs and reported Using Quality Center.Supported and maintained virtualized services, components and environments by using service virtualization tools to enable function and non-functional testing.Used Git version control system for collaborating with teammates and maintaining code versions.Worked on MongoDB database concepts such as locking, transactions, indexes, replication, schema.Used JIRA for bug tracking and issue tracking and added several options to the application to choose particular algorithm for data and address generation.Manage QA life cycle which primarily includes creation of test strategy, test scenarios, test plans, test cases and test script.EDUCATIONThe Pennsylvania State University, Abington, PA May 20Bachelor of Science in Information Sciences and Technology (Integration and development) GPA: 3.4The Bucks County Community College, Newtown, PA Aug 17 Associate in Computer ScienceGPA: 3.34 |
