RUMEN UDDIN

** ******* ******

Paterson, New Jersey 07505

973-***-****

ac41sb@r.postjobfree.com

PROFESSIONAL SUMMARY:

New opportunity in IT Helpdesk or Desktop Support role that continue to challenge my creativity, communication, and technical skills in a well-established organization. My personal goal is to always provide exceptional customer service, and the best possible solutions to enhance the average user's experience.

SKILLS AND ABILITIES:

Installation and configuration software and hardware.

Supporting experience with Microsoft office suite, 2010-2013, including online navigation.

Analyze problems research solutions and escalate calls to appropriate departments.

Offering excellent telecommunication and interpersonal skills with customers and vendors, in addition to all levels of management.

Implication of troubleshooting steps, and solutions.

Responsible for taking inbound and outbound calls daily.

Handle customer service inquiries via telephone and/or emails.

Maintenance of PC hardware and peripherals including desktop computers, printers, scanners, modems, and network printers.

TECHNICAL APPLICATIONS:

Platforms: Windows 98/XP-pro/Vista and Window 7,8,10

Tools: MS Office (Word, Excel, Access, Outlook, PowerPoint), MS Exchange, Remedy, Horizon, NLRB, ServiceNow, HP Service Mgr., Java, NexGen, Dragon (user's that can't type) Lotus Notes, Active Directory

Hardware: LAN, WAN, TCP/IP, Ethernet NAT, DNS, DHCP, Terminal Services, Dell Systems, Gateway, Toshiba, RS/6000, Hewlett Packard, I phone, blackberry, Compaq, Printers and Monitors.

PROFESSIONAL EXPERIENCE:

EVONIK INDUSTRIES AG, PARSIPPNAY, NJ 2/2017 - 02/2018

Desktop Support/Eagle Project

Support on Air Products employees merge to Evonik employees

Assist all Evonik employees in Global America

Support users with Hardware and software issues for desktops and laptops onsite/RDP.

Assist in maintaining servers and racks update and upgrade as necessary.

Troubleshoot printing issues for users and install printers, drivers, etc.

Add/remove new/terminated users using Active Directory also equipment setup.

Utilize and organize all requests using HP Service Manager ticketing system.

Support users with Microsoft exchange email client and lotus notes.

COVANTA, MORRISTOWN, NJ 09/2016 - 12/2016

PC Deployment Team Windows 10

Participating in the lead capacity of coordinating, scheduling, recording, publishing, and implementing the deployment of 700 Windows10 user’s desktops and laptops.

Our three-stage process included scheduling of the interview process for software and data validation and deployment, inventory of existing PC, Building the new PC with Covanta imaging and configuration of new equipment through SCCM.

The deployment and configuration of new computers in addition to data migration as part of the deployment process and the recovery of old machines.

Reporting project progress to leadership management and stakeholders.

Training Team members on the deployment process.

Checking computer name in AD and moving the computer to the correct OU. After the image process has been completed.

Transferring user’s data through SCCM from the user old PC to the new PC.

Used Bomgar to remote into user PC.

Manuel installed BitLocker for all HR PC.

Installed network printers and local printers for users.

HONEYWELL, MORRIS PLAINS NJ 01/2015 - 11/2015

Desktop Support

Troubleshooting of hardware/software with desktops and laptops.

Hardware replacements for PCs, laptops, and printers.

Replace hard drives, system board/motherboard, memory/RAM, CD-ROM/DVD-ROM, LCD screens, Fusers, Rollers (printer maintenance kits), as well as other components.

Imaging PCs and laptops using a build stick.

Installing user applications.

Deploying user PCs.

Moves requiring physical disconnects and reconnects of desktops in a timely and organized manner.

Connecting workstations to network printers.

Management of LAN/WAN network.

BAYER HEALTHCARE, WHIPPANY NJ 03/2014 - 12/2014

Desktop Support

Supporting End users in all areas including hardware, Windows XP/7/8, network connectivity, printing, Microsoft Office products, iPhones and blackberries. Assist User local and remote support as well.

Managing Windows Server AD Group Policies, Domain Trusts, DNS, DHCP, WINS.

Windows server and desktop system optimization, performance tuning.

Setup of Xerox, HP, Canon, network & personal printers, software drivers, IP addressing, mapping, firmware updates.

Active Directory (ADUC) Account management, password resets, user and group account creation.

Mobile setup and support with wireless, tablet, and laptops using Android, Windows, and some IOS.

Assist in enterprise level merging of Merck to Bayer and support Merck employees with regarding any pc, network related issues.

Administering system updates and software upgrades for desktop and servers.

WESTERN UNION, MONTVALE NJ 04/2013 - 02/2014

Desktop Support

Support users with Hardware and software issues for desktops and laptops onsite/RDP.

Setup and maintain network and telecommunication system.

Maintain LAN, WAN, TCPIP, DHCP connectivity issue.

Reimage machines using Ghost imaging tool.

Perform data migration and restoration.

Assist in maintaining servers and racks update and upgrade as necessary.

Troubleshoot printing issues for users and install printers, drivers, etc.

Add/remove new/terminated users using Active Directory also equipment setup.

Assign group policy and rights within AD.

Utilize and organize all requests using HP Service Manager ticketing system.

Support users with Microsoft exchange email client and lotus notes.

Recognize common patterns to uncover related issues.

Troubleshoot Android and IOS devices.

Follow proper procedures and protocols.

Push application/software to user's machine using BigFix.

Familiar with, OnDemand, AS 400, Junos Pulse VPN, RSA security console, TransLink, Symantec, UTS express, SQL.

NATIONAL LABOR RELATIONS BOARD 04/2012 – 02/2013

Helpdesk – Field Technician

Travelled to different states to deploy machines every week to client locations.

Deploying users from Windows XP to 7 throughout the 32 regions at desk side support by arriving at their regional offices.

Taking calls from user from all 32 region and trouble-shooting Desk side assistance to all the user in HQ in Washington DC

Worked with local and network printers as needed daily.

Troubleshoot Kodak and OCE scanner on different locations.

Inputting computers on the domain with Active directory.

Operate as service point-of-contact for help-desk, helping to diagnose, troubleshoot, and resolve technical issues via phone, email or onsite.

Experience in supporting customer by evaluated, prioritized and delegated end-user requests.

Followed up with customers and clients to ensure timely problem resolution.

Active Directory and Exchange account administration.

Network troubleshooting and support for all client access to LAN, Wireless Access Points, & VPN (Aventail software) RSA token

Building virtual machines (XP mode for windows 7 users) to use software like Momentum, FPPS and I-Rims.

•.Work with Deploy team to re-image workstations for new and existing clients.

•.Troubleshoot workstation's all hardware and software problems to resolve issues.

WIPRO TECHNOLOGY, RESTON, VA 07/2009 - 03/2012

Desktop Support Analyst

Operate as service point-of-contact for help-desk, helping to diagnose, troubleshoot, and resolve technical issues via phone, email or onsite.

Experience in supporting customer by evaluated, prioritized and delegated end-user requests.

Followed up with customers and clients to ensure timely problem resolution.

Active Directory and Exchange account administration.

Utilized PC Anywhere to remotely resolve client issues.

Experience in performing installations, upgrades, maintenance and troubleshooting for hardware and software issues.

Created, tested, and managed desktop image standards.

Deployed desktop images and applications using Symantec Ghost Console.

Identify, research, and resolve technical issues in a timely manner.

Support and Configure blackberry phones for email synchronization with IP Switch Mail Server

Network troubleshooting and support for all client access to LAN, Wireless Access Points, & VPN

Install, Configure and Support HP Desktop PCs, DELL/HP Laptops, and HP Network Printers

Provide technical support for all users on-site, in remote offices across the US.

Full support for Symantec backup Exec: desktop & laptop options (End-User Data Backups)

DENDRITE PHARMACEUTICALS, MORRISTOWN, NJ 01/2007 - 05/2009

Refresh Team / Technical Support

•.Research, resolve, and respond to all customer issues and inquiries received via phone, email, or in person in accordance with current standards and procedures.

Loads specified software packages such as operating systems, word processing, or spreadsheet programs into computer.

•.Work with Deploy team to re-image workstations for new and existing clients.

•.Troubleshoot workstation's all hardware and software problems to resolve issues.

•.Assisted users to back up files daily to the network.

•.Backup desktops, favorites, documents, email, and PST folders on the network.

Telecommunications, peripheral equipment, and system maintenance.

Built and maintain computer systems and perform memory upgrades.

Strong knowledge with Active Directory creating Network ID and Password.

Assists with diagnosing malfunctions and repairing desktop computers, monitors, printers, keyboards, modems and other related peripherals, by disassembling and inspecting for defects.

Setup and Install Norton Antivirus and Microsoft Anti-Spyware to defend system vulnerabilities.

Maintain well written and verbal communication with customer to resolve software issues in a professional manner.

Responsible for setting up Desktops, Printers, Fax Machines, and Laptops.

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