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SEEMA AMIN E-mail: EMAIL AVAILABLEMarietta, GA Phone # PHONE NUMBER AVAILABLESUMMARY:Over 6 years of experience as LEVEL 2/3 Help desk support, with responsibilities including Management, LAN administration, user training, tech training and data entry.Involved in configuration, installation, testing, and maintenance of Windows networks, Systems and Security.Self-motivated, able to set effective priorities to achieve immediate and long-term goals to meet organizational guidelines.Developed interpersonal skills, having dealt with a diversity of professionals, clients, and staff members.Strong troubleshooting and analytical skills with capacity to accurately identify and assess problems before providing expert solutions.Dedicated to providing quality customer support. Consistently met or exceeded client needs by providing service beyond expectations.TECHNICAL SKILLS:Operating Systems: Windows, Mac OS X, Solaris, and LinuxNetworking: HTTP, TCP/IP, ROUTING PROTOCOLS, Ethernet, NetBEUI, and Novell/Netware, VPN/PALMail Systems: MS Exchange server, Microsoft Active Directory, MS Outlook, Lotus NotesWeb server: IIS, APACHE, NovellDatabases: MS SQL Server, Oracle, MS AccessComputer Hardware: Intel, Compaq, IBM compatibles, AS/400, Networks hubs, LAN Cards, Modems, Scanners, Printers, Ethernet.Software: VMWare, MS Office, Adobe Photoshop, Dream weaver, Exceed, Internet Explorer, Netscape, Mozilla, WinFax Pro, WordPerfect Suite, Lotus 123, Norton Utilities, Vantive, Groove, SharePoint, JIRA, Confluence, RemedyLanguages: Java, C, C++, BASIC, and HTMLEDUCATION:B.A. in Computer Science, Minor in Management, December 2002New Jersey Institute of Technology  Newark, NJDiploma in Business Administration, May 1998N. K. College, - Bombay, IndiaPROFESSIONAL EXPERIENCE:Getronics, Cambridge, MA March 2006  October 2008HELP DESK MGR IManage daily service desk operations.Coached Level 1 and 2 technicians on difficult or administratively sensitive issues.Provided Help Desk Support for Getronics and Novartis users.Provided reports on staff productivity and issues requiring monitoring.New Hire Orientation to end user regarding IT software and Service Desk.Develop and Configure SharePoint and Wiki across multiple departmentsLead Service Desk and Help Desk departments.Directed a project with head o IT to improve Help Desk Call Answer and KPI Performance.Configuration and support of Blackberry handheld devices and cell phones.Configuring and maintaining office networks.Canon Business Solutions, Lyndhurst, NJ March 2004  August 2005IT SUPPORT SPECIALISTCreate/Manage user Network ids and provide group rights and permissions across all Microsoft, Novell and Citrix platforms.Create/Manage user Email accounts in Microsoft Exchange Server and Lotus Notes.Create/Manage standard and exception Oracle ids.Troubleshooting with Email, Intranet, Internet, LAN/WAN and PC support.Setup and Upgrade PCs, Monitors, and peripheral equipment.Information announcements on system outage, virus alerts and production rollouts.Provide help desk support for Windows environment.Troubleshooting with Remote network connectivity.Tiffanys, Parsippany, NJ October 2002  November 2003HELP DESK SUPPORTProvided help desk support for Windows, and AS/400 environment.Update AS400 systems library files.Create/delete user names and passwords for authorized users over the Windows network.Performed timely NORTON Anti-Virus updates on all desktops.Involve upgrading, installing the Windows 2000 version and analyzing the problems at individual pc's, as well as workstation server.Supported and trouble shoot hardware problems as well as network printer problems.Assisted System Administrator with troubleshooting issues for Windows 2000.Provided technical support to end-users for IIS, MS OFFICE Suite (Word, Excel, PowerPoint), Adobe Suite, and Dream weaver.Create database files using MS Access and SQL Server.Troubleshoot problems for users in reference to email (Outlook express, outlook) and Microsoft software applications/operating systems problems.Union County College, Elizabeth, New Jersey September 1999  September 2001Desktop Support SpecialistManage a computer lab consisting of about 80 machines (Win's, Mac's, X-terms) and a staff of about 40 consultants and lower management staff.Lead team in installation and troubleshooting of Windows NT 4.0, (Workstation & Server) Windows 95 & 98, Windows 2000 Professional and Exchange Server.Part of a team in designing and laying the cabling structures.Responsible for creating and maintaining user accounts, allocate disk space providing security on shares and end user support on a LAN based Windows NT 4.0.Support and troubleshoot MS Office Suits, and Lotus Notes.Create/monitor file system; manage NFS file system tables, mount remote file systems, permit file system exportationInstall and configure hardware and software required to keep the lab running.Monitor key performance metrics for the lab and report these daily statistics to managementAssign shifts to consultants to ensure the lab is properly staff during hours of operation.Writing SQL Queries to retrieve data and making database checking.Monitor the day-to-day performance of individuals and perform quarterly performance reviews for the entire staff.Assists users with software and hardware problems.