Customer Service Technical Support

RAJA BHAMIDIPATI

#** ****** ***** *****

Brampton, ON L6Y 4V6

Contact: 647-***-****

E-mail: ************@*****.***

Over 2 years of experience in a Technical Support and Helpdesk environmentInformation Technology Professional with knowledge, experience and proven ability in implementation, training, and support for Windows Server and desktop environmentsSuccessfully led local and remote IT and helpdesk teams in engineering, upgrading, monitoring, and documenting systems and provided efficient troubleshooting and support for the customerCertified Network Administrator with proficiency in installing, configuring and administrating MS Windows XP pro, Windows vista, windows 7CompTIA A+ Certified Professional IT Technician, MCITPExperienced in maintaining network infrastructure including TCP/IP, SMTP, HTTP, SSL, FTP, SSH, Telnet, DNS, DHCP, SNMP, FTP etcExcellent in remote installation service by windows deployment, VPN server and client configurationExcellent Knowledge of Active Directory, Proxy, Routers, ACL, Firewalls and Citrix environmentExperienced in identifying, troubleshooting and resolving client issues with hardware maintenance, installation and system upgradesProficient with MS SQL, MS Office 2010, MS Access, Visual Basic, HTML 5, CSS, XML, Java scriptExcellent customer service and client retention skills.Able to communicate effectively with people from diverse backgroundsWell organized and able to investigate and solve problems in a fast paced environment, solid work ethics related to meet reliability and deadlinesAble to work independently under pressure and responsible for other duties as assigned

EDUCATION

Post-Graduation in Information Technology and Web Design Jan 2011 - Aug 2012

Lambton College, Sarnia, ON

Bachelors of Engineering in Computer Science Jun 2004 - Jul 2008

Anna University, Chennai, India

TECHNICAL SKILLS

Application: Packet Tracer, Active Directory 2003, Group Policy Management Console, Adobe Photoshop CS5, Adobe Flash CS5, Adobe Dreamweaver CS5, Fireworks, MS Office 2003/ 2010, SCCM prime desktop, SMS

Operating Systems: Windows 7, Vista, Windows XP, Microsoft Server 2008/2003, Microsoft Exchange Server

2007, VMware Esxi 4.1, Cisco IOS, LINUX

Databases: MYSQL, SQL Server 2005

Programming Languages: C, C++, Java, SQL, HTML5, CSS3, XHTML, XML, Visual Basic 6.0, VB.NET 2010,

PHP, MySQL, JavaScript, JSON, AJAX, JQuery, Windows Deployment Services

Hardware: Dell, Compaq and IBM desktops, laptop assemble & Installation, PC cards like NIC, Hard-Disk, RAM, Printer & Scanners, BIOS support, Cisco Router 2960, Switches, Wireless Router and Network cabling

Networking & Server: Server 2003/2008, VPN, DNS, DHCP, Active Directory, Network Infrastructure,

LAN/WAN, TCP/IP Protocol, Wireless Access Point, Citrix

WORK EXPERIENCE

Helpdesk Analyst

CompuCom, Toronto, ON Oct 2012 – Present

Responsible for taking & logging incoming calls & providing efficient customer support for all 1st Line issues relating to Servers, Desktops, Laptops and peripherals. Supporting over 800 users & on average answering 40 IT calls a day.Providing technical support over the phone to all IT usersHandling incoming incidents via the phone / e-mail promptly and effectivelyDiagnosing and resolving a wide range of technical issues over the phoneTake ownership of a call and seeing it through to closureEscalating calls and issues where necessary to senior managers & team leadersInvestigating and implementing ways of reducing calls to the Help DeskEnsuring that all call details are captured and entered in the logging software.Answering & responding to all calls & requests within agreed time scalesKeeping customers updated as to progress.Provide troubleshooting and configuration support for client desktop and networking environment

Technical Support Sept 2011 – Dec 2011

Langtree Controls Limited, Sarnia, ON Provided service and support to internal teams and clients on Windows Platform and desktop application-related issuesDetermined source and nature of computer malfunction using diagnostic and application software by adjusting, repairing, and replacing malfunctioning equipment on a needed basis Ensured full functionality on network, printer, and application connections as well as performed subsequent workstation moves, adds, or changes as requestedUsed TCP/IP network protocols to move files between machinesFTP (File Transfer Protocol) is used for transferring files between computer systems by means of a series of interactive commandsInstalled and configured new workstations using Acronis TrueImage and Windows Deployment Services by following and enforcing company procedures and standardsAdded, removed and altered permissions for users in server using Active DirectoryWorked effectively with individuals in various departments to source information, resolve issues and provide updatesActively participated in regular staff meetings where we received project updates, engaged in idea sharing, and communicated and resolved problemsDemonstrated effective written communication skills and completed user guidance documentation

Information Technology Analyst Aug 2008 - Aug 2010

Blue Chip Technologies, India Analyzed and performed a variety of customer support duties Provided technical support for networking systems managing the setup, maintenance of servers' system components.Consult with workstation end users, evaluate technical problems and recommend solutionsHandled technical/mission-critical calls daily and logging all calls into the helpdesk ticketing system, consistently met high service standardsDeveloped effective system administration techniques that delivered complete solution to database management; monitored visual basic messaging application coupled with Teradata database system; modified code on the nerve center database to ensure database integrity.Initiated import and export of data on client machines using DTS, Flat files, Excel, and AccessQuickly resolve all IP network issues to reduce waste and downtime while also ensuring client Service Level Agreements. Provide support for Blue Chip commercial clients on a 24 x 7 rotation schedule. Ensure thorough network documentation, including maintaining each account's network matrix, backup configurations and network diagramsOrganically devised method for setup of DSNs (ODBC Drivers) on users' machines; provided data link between software and local database and provided remote access using PCAnywhere and Terminal Services

RELATED WORK EXPERIENCE

Millennium Corporation Feb 2011 - Aug 2011

Lambton College

Network Analyst

Jacobs tire and rubbers ltd. project Assisted in troubleshooting user problems relating to Operating System issues, Network connectivity and TCP/IP configuration.Responsible for the configuration, implementation, and maintenance of PCs, Workstations, networks, file servers, network cabling and EthernetAdded, deleted, created, modified user account information, resetting passwordsProvide network desktop support and Voice-over IP support. Designs, installs, upgrades, configures, and repairs local and wide area network hardware and infrastructure. Provided computer security and anti-virus updatesDocument network problems and resolutions for future reference

Server Administrator

Phoenix project Responsible for installation, support and maintenance of a computer system or serverManage the server operating system, maintain integrity of the, install and configure new software and updates, troubleshoot any problems, and update user account information (add/delete users and reset passwords). Perform routine backups; integrate new technologies; manage networks; and apply updates, patches, and configuration changes to the operating system.

CERTIFICATION

MCITP - Microsoft Certified IT Professional Jul 2011

MCSE - Microsoft Certified Solution Expert Aug 2011

MCTS - Microsoft Certified Technology Specialist July 2011

CompTIA Project+ April 2011

CompTIA A+ Certified Professional Mar 2011

CCNA - Cisco Certified Network Associate Jun 2011

HCL Certified- Network Devices and Technologies Nov 2010

EXTRA CURRICULAR ACTIVITIESSecured bronze medal in table tennis tournament held by Anna UniversityCompleted volunteer work at Mother Teresa Ashram providing services to gifted individual

Contact this candidate