Technical Support Specialist
Resume:
Shaku Patel
Suwannee, GA 30024
Cell: 678-***-****
E-mail: *************@*****.***
Career Objective
To obtain a position as IT Support Specialist in a progressive organization that can fully utilize my experience and abilities.
Summary
Twelve years of overall work experience in Technology, Financial, Medical, and Insurance Industries.
Over nine years of Technical Support experience in large publicly traded companies.
More than six years of administrative and accounting experience.
Extensive experience working in general public and business office setting.
Proven successful manager and technical specialist, maximizes the use of all available resources.
Capable of taking care of customer service activities and also front office management.
Unparalleled professionalism and team oriented member with a desire to share knowledge and expertise with team members.
Extremely detail oriented and able to work with minimal supervision.
Strong organizational skills and excellent interpersonal communication.
Skills and Qualifications
VDI Technologies: Virtual Desktop Infrastructure (Standard VDI, HPA VDI, Advanced Zone
VDI, and Sharedcray VDI, HVD), VMware Horizon View Client 3.0,VMware VSphere Client 5.1, vCenter Site Recovery Manager, Horizon View Administrator, Work Space Portal, Citrix AppCenter 6.0, Citrix XenApp, Citrix Desktop Director, Speedi (XenDesktop 5.6), HPA VDI Jumpbox, BaseZoneDropbox, Odyssey Access Client Manager
Network technologies: F5 Remote Access, Juniper Networks VPN Access, NetOpRemote Control, TurboMeeting, My Apps Anywhere, Mobile VPN, Cisco Webex Connect 7.2, Cisco VOIP, Remote desktop, Cisco Jabber, LAN\WAN
Misc. Tools/Packages: Service Now, Service Manager, BMC Remedy 7.5, Service Desk Plus, Active Directory, AD Manager, MS Outlook \MS Exchange, MS Office 365, MS Office Windows Suites 2003~2014, Active Sync, Altiris,RSA Authentication Manager, Sametime, Rumba, SAP, LDAP, SecureDoc, Sharepoint, Single Sign-On, Siteminder, TCP/IP, Snaget, Snipping Tool, Lotus Notes 7.5, Android,, iPhone, iPad, Tablet,, Easylink Web Administrative Tool, Exceed, Oracle 11I Application, SUN I-Base Application, Radar Quoting Software, Quick Books, SUN Star Office 7-8, Mozilla Fire Fox Thunder email operating system, Adobe PhotoShop.
Operating System: Windows 10/8/7/XP/20xx – Client Environment, Unix/Linux-serverenvironment.
Education
Bachelor of Business Administration with major in Finance (Graduated-2005), Georgia State University, GA
Realtor ® (2006), Georgia Real Estate Commission, Atlanta, GA
Certifications
Citrix Certified Sales Professional, VTSP – DV (Desktop Virtualization 6), VSP -DV (Desktop Virtualization 6)
Professional Experience
1) Prime Care Technologies Aug. 2017 – March 2018
Position: Support Analyst II
Responsibilities
Provide effective end user support and issue resolution via emails, phone calls, ect.
Stay current with system information, changes and updates.
Built desktops\laptops, installed and configured operating systems and deployed and configured software packages.
Maintaining of Laptops and Desktops on Domain
Provision, manage and maintain user accounts and profiles.
Maintaining group policy in Active Directory.
Troubleshoot Virtual Machines in Citrix AppCenter.
Configure and Troubleshoot major issues relating to Microsoft Outlook email accounts on Exchange 2000-2016 servers.
Use remote connection to user’s system using Turbo meeting for troubleshooting.
Install and troubleshoot printers and scanners.
Troubleshoot network connectivity and hardware equipment such as desktop, laptops, scanners, Kiosks, printers, monitors, keyboards, ect.
Troubleshoot mobile devices such, iPhone, iPad and Android with issues dealing with wifi and internet connection, Outlook email set up, Send/Receive, contacts, calendar, and voice issues.
Troubleshoot VOIP and other telephony systems.
2) Softek Inc. (GE Corporate) Nov. 2012 –April 2017
Position: Tier 3 VDI Support Specialist \Tier 2 Infrastructure Support Specialist
Responsibilities
Virtual Desktop Services: Tier 3 (Nov. 2013- March 2017)
Performed recompose to update VDI Pools with updated gold image with latest software.
Monitoring Servers to make sure adequate number of virtual machines are available to customers; Increase pool size if needed and delete problem desktops.
Troubleshooting server alarms and identifying\resolvingthe problem using admin view via VMware.
Troubleshooting error messages that impair customer’s ability access or navigate within the VDI environment.
Perform DR-Failover and DR-Rollback to accommodate customers with needed access to perform their tasks when VDI system is impaired.
Transfer files from Advanced zone VDI to physical machine using BaseZoneDropbox.
Performed monthly control check of VDI assets as required by service policy.
Provisioning and editing of VDI Domains and accounts in Active Directory.
Responsibilities
Infrastructure Support Specialist: Tier 2 (Nov. 2012 – Nov. 2013)
Troubleshoot mobile devices such as Blackberries, iPhone, iPad and other smartphones with issues dealing with wifi and internet connection, Outlook email set up, Send/Receive, contacts, calendar, and voice issues.
Assisted customers with issues related to remote connection such as VPN (Cisco Juniper and F5 software) on the laptop and mobile VPN on smartphones.
Troubleshoot major issues relating to Microsoft Outlook email accounts on Exchange 2000, 2003 and 2010 servers. Problems involving mail configuration, resource mailboxes, distribution lists, custom recipients, Calendar and contact issues, Network Connectivity.
3) Wilson World Wide Agency (New York Life Insurance) Jan. 2012 –Oct. 2012
Position: Technology Service Center Representative
Responsibilities
Provide technical support for Internal Service Desk for IT related problems and escalations that were reported via telephone, email or ticketing system adhering to ITIL and HDI standards.
Follow proper troubleshooting steps, ask clarifying questions, discover underlying causes of concern, resolve the issue if applicable and escalate as appropriate.
Supported clients using remote access technologies, phone, email and onsite visits while administering company policies and procedures.
Troubleshoot major issues such as SSLVPN connection, wireless connection.
Installed and maintained IT equipment including desktops laptops, scanners, printers, monitors and mobile devices.
Built desktops\laptops, installed and configured operating systems and deployed and configured software packages.
Ensured compliance with all software licensing requirements.
Provided disaster recovery and assisted with Windows 7 rollout.
Maintained Service Level Agreements, provided root cause analysis and quality assurance testing for applications.
Assisted with CompuCom escalations and Onboarding for new employees.
Provided on-call after hour and executive support.
Provide the best customer service with extensive communication abilities, both verbal and written.
4) Spherion Staffing Services-Agency (State Farm Insurances) Aug. 2011 – Nov. 2011
Position: Technical Support Specialist
Responsibilities
Provide technical support for Internal Service Desk for IT related problems and escalations that were reported via telephone, email or ticketing system adhering to ITIL and HDI standards.
Follow proper troubleshooting steps, ask clarifying questions, discover underlying causes of concern, resolve the issue if applicable and escalate as appropriate.
Troubleshoot major issues such as VPN connection, wireless connection.
Troubleshoot hardware equipment such as desktop, laptops, scanners, printers, monitors, keyboard and mobile devices.
NetOp access in business partners system to troubleshoot the issue and provide a resolution.
Used Company-wide knowledge based database to assist business partners in resolving issues.
Provide the best customer service with extensive communication abilities, both verbal and written.
5)Easylink Services International, July 2009 – July 2011
Position: Technical Support Specialist
Responsibilities
Provide technical support for enterprise messaging services for a range of customers worldwide.
Provision new accounts/users, traffic management and message error tracing and correcting.
Team with others in customer support to answer and process customer calls, emails and faxeseffectively and efficiently.
Follow proper troubleshooting steps, ask clarifying questions, discover underlying causes of concernand escalate as appropriate.
Conduct troubleshooting techniques such as FTP connection in putty, to resolve customer issues.
Create/modify cover pages to fit customer needs.
Knowledge, skills and abilities to maximize single call resolution measurements.
Prioritize time to complete assigned tasks while maintaining a focus on productivity and customersatisfaction.
Use established methodologies and documented procedures to perform assigned tasks.
Present a professional and pleasant image of the product and company.
Researching capabilities, and ability to pay attention to details.
Extensive communication abilities, both verbal and written.
6) Further Work Experience Details Available Upon Request Nov 2008 – March 1997
References
Available upon requests.
Contact this candidate