Kamal Kumar Saha

Ellicott City, MD

ac4jp2@r.postjobfree.com

Phone 443-***-****

SUMMARY

A detailed oriented, hardworking, IT professional seeking an opportunity to utilize and build upon strong experience as a Desktop Support Technician based on prior experience with help desk, desktop and network support.

EDUCATION

Bachelor’s Degree, Computer Science and Engineering, Darul Ehasan University, Dhaka, Bangladesh in 2004

CERTIFICATIONS

CompTIA A+,

MCP (Microsoft Certified Professional)

MCSA (Windows server 2012 )

MCSE (Windows Server Infrastructure)

SKILLS

Client/Server /Network Administration installation, Configuration and Upgrading

Quality Customer Service Hardware Configurations& Support

Face to Face, Phone & Online Support Preventive Maintenance

Software Installs Technical Support

Troubleshooting User Training/Support

Backup and imaging, Cisco firewall

LAN,WAN setup, maintain and troubleshooting, Router, switch, Access point

WORK EXPERIENCE

PM America (contract), Gaithersburg, MD Jun15 – Present

Desktop Support Technician

Acted as escalation point for troubleshooting advanced network/systems issues, consistently earned 100% issue-resolution scores by providing excellent service to internal and external customers.

Provide technical assistance and support for incoming queries and issues related to Desktop/Laptop/Handheld devices/Mobile/Multi-function IP supported printer/Scanner/Router/Switch/Access point/ LAN/WAN /Systems, software and hardware. Respond to queries either in person or over the phone or remotely using software tools.

PC and Laptop Imaging, Backup, and Restore

Actively monitor ticketing system, emails for any incident, request and determine root cause of issues while performing the day to day activities.

Provisioned, De provisioned and reset users passwords for internal/outside users and business agents.

Created customers/users profile, data transfer, mapping network drives and printers.

Resolve desktops, laptops, printers and peripherals, system and patches, and resolution of software issues in Windows platforms, system maintenance and recovery tasks, provide general troubleshooting on operational systems.

Administrating (creating, configuring and removing agent I.D.’s), unlocked users Active Directory account’s and reset their passwords when necessary.

Used Symantec Management Agent for imaging and adding applications to desktops and laptops. Permissions, printing issues, security and use of software.

OS Imaging and Deployment of Windows 7,8 and 10.

Helped Install Windows Server OS X, Add Server roles and features, Add Domain controller, Active Directory, Support any kind of hardware related issue with server .

Imaging & Deployment of Client OSx.

Working on a Self-Driven with the ability to work alone with little or no direct management as well as a team player.

Washington Gas Limited (contract), Springfield, VA Feb11 – Apr15

Helpdesk Support Technician

Perform troubleshooting and repair work in person or remote access, application support, printers, internet access, file restoration, and hard drive, video card, and power supply replacements, break/fix PC, Laptop.

OS Imaging and Deployment of Windows 7, 8 and 10.

Configured Microsoft outlook for email POP or IMAP account settings. Backup user, email .pst file, resolve email issues and restore data from old PC to new PC as needed.

Completed given Task (Diagnose, upgrades or shapes) within assigned timeframe.

Installed and configured network printer, scanner, multimedia projector.

and other computer related devices as needed.

Manage assets, licenses, and user administration.

Keep Updated with current technologies.

Take lead on project tasks assigned to the team.

Able to travel to multiple locations to provide support to remote end-users.

Solved assigned task within the time frame with and without supervision.

Maintain LAN and Internet connectivity products (Switches, Routers and Firewalls and their installation and configuration.) UTP Cat 5, 5e, Configured Microsoft outlook for email POP or IMAP account settings.

Backup user email resolve email issues and restore in from old pc to new PC.

Cooperated with client to plan infrastructure expansion and upgraded.

Proposed configurations and assembled customized computer systems.

Finished given work orders (Diagnose, upgrades or shapes) within assigned timeframe.

Installation and configuration network printer, scanner, multimedia projector.

and other computer related devices installation and trouble shooting.

Support and Maintain LAN and Internet connectivity products (Switches, Routers and Firewalls and their installation and configuration).

problems. Password resets and unlock accounts. Guide employees in configuring windows, Android, I phone, Tab, Blackberry, to sync e-mail.

Image/ physical storage media backup configure desktops / laptops with the correct software and add them to domains. Install Server operating system Windows 2012 R2, Windows 2008 R2,Windows 2003.

Support for server hardware issues.

Installed, configured, Supported and maintained printers, scanners, multi-function printers/scanners, and other related technology equipment.

Installed and maintained computers and software in the Windows operating system environment, the Microsoft Office suite of applications software, various Banking specific applications,

Identified, diagnosed and documented hardware failure or software problems on a variety of computers. Provides weekend and after hours coverage for all systems on an ‘as-needed’ basis.

Remotely supported and troubleshoot PC, laptop and TCP/IP supported printers.

Virus Detection, Removal & Prevention

Maintained LAN and Internet connectivity products (Switches, Routers and Firewalls and their installation and configuration.

Assisted with the maintenance and support of systems and applications (server based), as Needed.

Provided one-on-one desk side assistance to end-users on the standard core applications

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