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Customer Service Active Directory

Brockton, Massachusetts, United States
January 02, 2018

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For the past * years, with City of Boston [CoB] Department of Innovation and Technology, City’s IT Service Desk as IT Service Desk Technician. Being one of the first points of contact to answer the phone, gather pertinent information of the problem and open and assign relevant work order in the trouble ticketing system Track-It. Other tasks performed are receiving and deploying technology assets and other special projects as requested by the management.

Presently working at [PWC] Price Water Cooper service provider at [TCS] Tata Consultancy Services.

Being one first point as a Desktop Support Technician and Speacialist.Ticketing sytem HP Services. Deploying technology and special projects instructed by management.

I have provided first-tier end-user technology support and resolution to clients on variety of technology related tasks, like analyzing, troubleshooting technology hardware, software, email, network connectivity, user configuration, installations, and account management. Also provided second and third tier support for various special projects.

I have an excellent problem-solving, and research skills. Ability to multi-task in a fast, dynamic Tech support environment including ability to work independently. Excellent working knowledge of the Microsoft Office Suite of programs/products including Outlook, Windows OS 7/8/8.1 & 10, in addition to common PC Hardware & Software applications. Ability to exercise good judgment and focus on detail. Proactive and enthusiastic attitude with focus on customer service. Excellent interpersonal, oral and written communication skills, including team work skills. Ability to move heavy equipment, as required.

Technical Proficiencies

Software Application & Tools

Microsoft Office [XP & 2010/2013/2016]

Windows 7/8/8.1/10& OSX

Windows Black Edition on Ultimate 2014

Scalable WinInstall Server

Vuse Media Server


BAM Software


Active Directory


Symantec Ghost

Genetec 4.8,5.1,5.2,5.3


Isilon Server


Lotus Notes

AURA configuration

Lotus Notes

Adobe Acrobat PRO


Numara Track-IT

Partition Magic

Server 2008-2012 Standard Edition SP1/SP2

C++ /Python

HP Services Ticketing System

Gmail configuration


Infrastructure Management

Call Centers



Web architecture

UNIX / Linux


Setting up Home Camera Storage System

Setting up Home Print Server and Static ip


Web Technologies/Framework

Encryption Server and Encrypting Computers

Configuring Server for Gentec Software

Set up Isilion Server Shares for Video Storage

Programming and Manufacturing of Robtics

Core Competencies

Project Management Level 1 Certified

Detail Orientation

Genetec Certified

Vidsys Certified

Professional Experience

PWC Price Water Cooper – TCS Tata Consulting Services – Boston, MA Sept/ 2017- Present

Desktop Support Techinican and Specialist

Understanding of standards for technology implementation and customer service skills.

Responsible for resolving technical issues and implementation of standard technologies in the local market. May develops and shares best practices across the national network.

Receives work from and responds to service center tickets, walk-in or internal help requests.

Successfully troubleshoots and resolves or escalates problems in a timely manner while following consistent, standard approaches.

Complies with standard operating procedures and checklists in delivering quality solutions and service.

Documents all work, including research and resolution related to service requests, in call tracking system

Responsibilities ensuring that the office/cluster/region is adhering to nationally established policies and procedures

Executes routine tasks and may be required to accept & resolve escalated support issues from other teams.

Serve on a national team to coordinate implementation of standard technologies (A/V, Asset management, etc.) or to serve as subject matter expert in the local office for a technology (Notes, network, etc.)

Participates in overall local office support team, substituting for other groups as necessary.

Perform asset management, network support, connectivity, telecom, project management, Market & regional work, procurement.

Deployment of all new hires, creating and processing account and appropriate department line of service. Conducting orientation classes for new hire and training technology and onboarding.

Repair computer assest but not limited to harddrive replacement keyboard battery screen etc.

Active Directory usage and development

Lotus Notes configuration

City of Boston IT Service Desk - Boston, MA Aug/2011-Sept/2017

Helpdesk and Desktop Support

Assisted Server Configuration for Gentec software:

Install OS Dell open Management, Verify RAID config, Configure user accounts. Download latest Driver Packs, Service Packs Hot Fixes and Device. Verify License on Gtap and version of Security Center Features: Directory, Archiver, Gateway/Media Router, Intrusion Manager, Failover Directory and Archiver.Install Security Center Apllicaton Software and Define Required Roles. Install Winpcap, Installation of SDKs & Marcos etc.

Resident “key holder” for Markley Building working with vendors for server manintance.

Registered vendor for COB for Gentec and Vidsys

Setting up Isilon sever shares for video storage and feedback.

Active directory user development.

Working and connecting with Vendors Siemens, Signet, Genetec, EMC, Isilon

Setting up special printer configuration to work with server for Registry dept.

Responding to telephone calls, emails and other requests for DoIT IT support. Ensuring all requests are documented and entered into the Track-It work order system.

Providing timely, professional, accurate and courteous customer service support to all callers while attempting “first call resolution” to problems, including: phone, remote sessions, on-site diagnosis and problem resolution.

Providing guidance and support to IT Service Desk technicians in troubleshooting hardware and software issues

Assist Manager or IT Service Desk in producing monthly metrics reports.

Utilizing IT Service Desk application tool [WinInstall] to remotely upgrade Operating Systems, install applications, patches, deploy software inclusive of any compatibility patches, backup/restore (including desktop) user’s files, restore mapped drives, printers, email profile, shortcuts and shared files.

Maintaining accurate log of assigned work order tickets

Support development and implementation of new computer projects, software deployments and develop alternative solutions for successful resolution of complex problems

Meet with customers’ department liaison to plan and organize the deployment of new hardware/software and making recommendations to customers on upgrades and software needs, often times at worksites located throughout the city.

Tag and scanned COB technology assets

Perpetual asset inventory

Monitor and control Service Desk inventory in department’s storage room

Administer and troubleshoot Scalable WinInstall server

Monthly Metrics

Staples Easy Tech, Cambridge, MA Dec/2009-Feb/2010

Easy Tech Technician/Associate Certified

Support Customers with troubleshooting questing related to hardware, software issues desktop/laptop

Setting up PC download updates, initial system analysis, and create restore CD/DVD

Setting up user accounts, access controls and passwords

Mobile device and Bluetooth pairing

Installation of software, sound card, graphic card, optical drive, power supply, floppy drive, internal hard drive, modem or NIC

Operating system installation Windows XP, Vista, and Windows 7

Wireless network setup, wireless network security check

Peripheral Install/setup printers and digital cameras

Virus/spyware/adware diagnostic and removal

Mac repair desktop and notebook

Data transfer or data backup, flash memory, hard drive recovery, logical hard drive RAID failure

Customization and optimization custom configuration on PC or Mac

1-hour tutorial windows Vista/Window 7 tutorial, administration skills, basic Microsoft Office, Internet and antivirus usage

M.I.T Client Support Service, Cambridge, MA May/2006-June/2007

I.T. Administering / Client service

Desktop Network Analyst I

Deployed computers

Software upgrade and installations

Ghosting PC and MAC

Provide Technical support hands on or via phone, email, or remotely

Track calls in call tracking system

Worked on Active Directory

Internship at Putnam Investments April/2005-April/2006

(Cambridge College)

Administering Client Consultant

Bloomberg configuration

Monitor configuration

Ticket system (tracking calls) / create and close tickets

Deployment of computers

Ghosting PC

Track calls in call tracking system

Troubleshooting network issues

Migrate Pc / users

Manage inventory

Worked with VPN / remote connection

Removal of spy ware / malware / viruses

Manufacture of PC components and software


COB, Boston Ma / UMASS, Boston, MA 2016-2017

Genetec and Vidsys Certified

Security Center Video Architecture

Client & Server prerequisites

Gentec Server Installation

Privileges & Account creation for Gentec, Vidsys, and Isilon

Camera Configuration

Multi server multi site Architecture

Install expansion Servers forward backward compatibility

Federation Omnicast/ Security Center

Monitoring and running reports server proformance/Limitations

Cambridge College, Cambridge, MA 2015-2016

Pursing Majoring in Computer Science, with a minor in Business.

American International College, Cambridge, MA 2009-2010

Program consisted of 824 hours of hands-on, instructor-led training:


MCSI Certificate

MCITP Certificate Server and Enterprise Administrator

CompTIA Security+

Net +

Clark University, Cambridge, MA 2007-2008 PC & Network Design with Security

A+ Certificate


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