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Click here or scroll down to respond to this candidateCandidate's Name
Current location Street Address central avenue Norwich CTEMAIL AVAILABLECell: PHONE NUMBER AVAILABLEEXPERIENCE WITH TOP SKILLS REQUIREDI have over 5+ years experience working as IT Support Specialist and Desktop Support and Helpdesk Support technician.Monitoring the Service Now ticketing tools and documents troubleshooting steps to escalate the ticket to next team.Supervised IT assets inventory and ensure every item is enlisted with ticket number and username, department, and contact number also.Oversaw for the installation, configuration, troubleshooting, repair and maintenance of workstations, laptops, and peripherals (e.g., printers, copiers, and mobile devices).Operating systems Windows 7 and Windows 10 and Windows 11.Handles problem recognition, research, isolation, resolution, and follow-up for user problems, referring more complex problems to Network Administrators or System Administrator, team Lead or manager.Logs and tracks calls using tracking database and maintains records and related problem documentation.Printer troubleshooting like Xerox, Zebra, Tally, HP printers.Receives user calls from phones, teams, and other connecting tools also and direct them to get proper solutions.Knowledge in software development and hands on experience on JIRA.TECHNICAL SKILLSActive Directory- User management and device managementOperating System- Windows, LinuxOffice 365-License activation and office 365 troubleshootingImaging- Through USB, SCCM, WDS ServerDNS &DHCP- Manage and troubleshooting.Avaya IP Phones, Polycom -TroubleshootingNetwork devices- Switch, Patch Panel, Router, and access PointHardware and Printers- RAM, HDD, SSD, Print Server, Mother board.RDS tools- VNC, Bomgar, Cisco any connect.PROFESSIONAL WORK EXPERIENCESBank of America, New York, NY May 2022 Aug 2024Desktop Support SpecialistDelivered system support to more than 6000 users via teams, Remoting tools, over the phone and onsite also.Supported computer workstations like desktops, laptops, printers, monitors, mobile devices, desk phones, and other peripherals like scanner, fax machine also.Utilized advance IT technical knowledge and troubleshooting skills to diagnose actual problems with windows, mac operating systems and mobile devices, applications.Acquired proficiency in windows Image through windows WDS server.Make sure the data backup including browser cache before imaging and transfer data to the new computer by a software called MSP tools.Gained experience about managing print server, file sharing, and adding printers in server.Organized with Network team regarding network outage and upgrade issues.Performed motherboard and LCD screen replacements.Diagnose and troubleshoot a variety of network equipment including Switches, firewalls, and routers.Participated with network team to rack and un-rack the equipment and patching the cable.Worked with vendors like HP, Dell, Acers, and Samsung to resolve hardware or software issues under warranty.Resolved technical issues and provided support using ticketing systems Service Now.New York Presbyterian Hospital, New York, NYJan 2020 - Apr 2022IT Support EngineerDelivered end-users support included resetting the password and AD join in active directory services.Performed data backup and data migration, installed software on windows by PC Movers software.Replaced and repaired motherboards and LCD screens.Configured and troubleshoot laptops, desktops, monitors, docking station, printers, scanners, phones, and other peripherals at the doctors office, nurse room, OT, patient room, seminar room/conference room.Participated with moving workstations, printers, scanners, phones from one floor to another floor.Collaborated on to get installation of CrowdStrike software, Symantec Endpoint Protection, McAfee installation.Facilitated the users to get installing and troubleshooting Microsoft apps issues, including Microsoft outlook, word, Excel, and teams, wiki, Visio issues.Close continuous communication with the third-party vendors like Dell, HP regarding hardware equipment warranty and service deals.Accomplished conference room audio visual set up and troubleshoot audio and video issues including Skype, Zoom, and teams, Webex.Acquired proficiency in the Service Desk ticketing system and associated documents troubleshooting steps to escalate the ticket to our next teams like Level-2 or Level-3.Directed IT inventory tools like GLPI and make sure every item is enlisted with ticket no, username, department name and the user contact details.TransPerfect-Manhattan, NYFebruary 2019- December 2019Helpdesk Support SpecialistContributed assistance premium helpdesk IT support to Trans Perfect Employees all over the world by phone, teams, skype and other remoting tools like VNC connect.Handled to advise issues, tickets, and requests daily by phone call, email, ticketing portal.Accomplish, interpret, detecting and resolution of desktop, laptop, printers, scanners hardware and software issues.Escalating the tickets to next line team members and others IT engineering groups.Keep tracking and maintaining an inventory of all computing equipment including PCs, monitors, printers, scanners, and others peripheral equipment.Imaged and installed and maintained windows and desktop software, service packs, patches, and antivirus update for the users devices.Embraced with various workstation moving projects like desktop with monitor move, printers move and make sure the workstation's internet speed and performance after the projects done work excellent.Perform Microsoft office 365 especially outlook login issue, MFA issue, word, excel and power point issue also maintain the licensing part of the office 365.Supervised and created user account, reset the password, and update information in Active Directory also in Azure Active directory.Oversaw installation and troubleshoot Cisco AnyConnect VPN and RDS issues.Team-lead or manager instructed any special project done every day.EDUCATIONHigh School diplomaAmerican Association of CollegeDate 2016CertificationCompTIA A+MCP |
