Doodnauth Ramkissoon

Brooklyn, New York 347-***-**** acsj2j@r.postjobfree.com

SUMMARY

IT Support Professional with extensive Technical Support experience at several Fortune 500 companies covering various industries. Seeking a position as Senior Desktop Support Analyst. My core competencies include:

Strong analytical skills.

Reliable team player.

Strong communication skills.

Committed to ownership and resolution of issues.

PROFESSIONAL EXPERIENCE

Hewlett Packard Inc New York, New York

Field Technical Support Representative at American Express 2009 – 2015

Provided Level 3 onsite and remote support with Dameware and Bomgar for a 1,000-user client base thus maintaining a very high productivity level.

Imaged an average of 15 computers per week with Windows 7 using Microsoft Deployment Toolkit for Lite-Touch and Zero-Touch deployments to quickly on-board new users.

Provided software support for applications including Microsoft Office, Outlook, Project, Visio, Adobe Professional, Lotus Notes and Cisco AnyConnect thereby reducing users’ downtime.

Supported hardware for workstations, laptops and blackberries including Dell Inspirion and Latitude, Lenovo Thinkcentre and Thinkpad, and HP Elitebook resulting in reduction of 50 percent in inventory requirement.

Provided Technology Concierge services including troubleshooting, loaner laptops and vendor warranty repairs/replacement for a daily average of 15 walk-in users and reduced their downtime to zero.

Successfully completed six Relocation Projects per year, including disconnect and reconnect of computer equipment and peripherals and next day support.

Provided after-hours and weekend support and saved hundreds of hours of productive time for users with critical Business presentations.

Managed Service-Now ticket queue for Service Level Agreement fulfillment without any breach.

IBM New York, New York

Systems Service Representative at American Express 2000 – 2009

Managed and retrieved highly sensitive data from custodians’ computers in accordance with strict Litigation procedures. The timely collection of data assisted the General Counsel’s Office to secure a multi-billion dollar settlement in a high-profiled litigation.

Managed and supervised the configuration, data restoration and deployment of 600 laptops for the Global Merchant Services refresh program and completed the project one month ahead of schedule, saving the client over $800,000.

Served as lead technical engineer for Special Projects and oversaw their completion without any extension.

Tested applications and network configuration for six Business Units within the scheduled deadline.

Completed back-up, storage and recovery of data for six critical Business Units and maintained a database of with the stored data for 650 users.

Provided Level 3 support for Windows 2000/XP/NT and Novell environments, including installation and testing of new software; supporting business units with new desktops, laptops and thin clients rollouts; and cloning new computers using Ghost software.

Monitored ticket-tracking systems including ManageNow and Action Request System and assisted my team to accomplish a zero-breach Service Level Agreement.

Updated Engineers’ Knowledgebase database for quick reference resulting no latency from the engineers and thousands of dollars of cost savings for the client.

EDUCATION AND CERTIFICATIONS

University of London / General Certificate of Education.

General Information Technology Institute – New York, NY / MCSE.

Xincon Institute – New York, NY / A-Plus and Network-Plus.

Business Rules – Rhinecliff, NY / Apple Mavericks Troubleshooting for Technicians.

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