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Support Customer Service

Laurel, MD
March 23, 2018

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Candidate Name

Hiral Dave

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

Laurel, MD 20707



Education & Certification:

Proven Ability to diagnose, troubleshoot, and resolve technical problems.

Quick Learner with strong working knowledge of software, hardware, networking operating systems & Security Applications

Outstanding communication skills, demonstrated background working well with students and co-workers in one-on-one and group setting


Comp-Tia A+

Apple Certified Associate – Mac Integration 10.11

Employment History:

Client: Ekahau

Role: Technical Support Engineer

Duration: May 2016 – March 2018


Providing Technical Support for the Ekahau Customers

Using Zendesk Ticketing System to resolve and update technical issues

Learning Ekahau’s Product and providing Excellent Technical support and Customer Service

Troubleshooting Wireless Issues

Troubleshooting and resolving issues Related to Ekahau Site Survey Software

Troubleshooting Access points, Routers and other wireless Devices

Client: Alta IT Services

Role: Surge Protector

Duration: March 2016 – April 2016


Assisting with Office365 Migration

Office365 Support for NIH – NCI (National Cancer Institute) Employees

Office365 Training

Assistance with any issues related to Office365

Basic Tier 1 and Tier 2 IT Support

Client: Robert Half Technology

Role: Level 2 Desktop Support Technician

Duration: January 2016 – January 2016 (23 days)


Working as Sub Contractor at T.Rowe Price

Provides users with guidance and support by taking ownership of Desktop problem resolution.

Acts as a key contact for on-site and remote users for PC and production problems and inquiries.

Installs and supports software, peripheral hardware devices, and all PCs built by PC build team, to include end of lease PC replacements.

Provides constructive feedback to the Desktop Support Manager to improve our environment and empower level 1 resources to resolve issues on the Customers first call.

Provides routine off-hour and weekend support through a rotation schedule, and may be called on to provide emergency Business Continuity / DR support.

Re-Imaging Loaner Laptops

Environment: Cisco IP Phones, Microsoft SCCM, Windows 7, Mac OSX 10.9, 10.10, 10.11, On-Premise Exchange

Client: SiriusXM

Role: Desktop Support Technician

Duration: November 2015 – December 2015


●imaging computers using SCCM 2012 R2

●Tier 2 Desktop Support Using Service-Now Ticketing System

●Providing On-Site as well as phone and or remote support to end users

●providing Basic Cisco Phone, Cisco Jabber and Cisco Any Connect VPN support

●Working with Active Directory to Make Modifications to User Accounts, Locate computer. Add and Remove users from Groups and software Groups.

●Hardware Deployment and Basic Break-fix

●Working with Third Party Vendors for Hardware/software issues.

●Tier 2 Microsoft Exchange Support

●Work Environment is mostly contained to Windows with few Macs involved

●Data Migration from Windows 7 to Windows 8/8.1

Environment: Cisco IP Phones 7965, Cisco Jabber, On-Premise Exchange, Microsoft Windows SCCM 2012 R2, Windows 7, Windows 8, 8.1, Mac OSX 10.9, 10.10, Dell Hardware

Client: Infoblox

Role: IT Support Technician

Duration: April 2015 – October 2015


oProviding IT Support to the Infoblox Employees in the North America Region

oWorking on VMWare Issues

oTroubleshooting Cisco and Shoretel VOIP Issues

oProviding Windows, Linux and Mac Support

oImaging Computers Using Acronis

oSetting up New Hires and contractors

oAccount Creation and Modification in Active Directory

oCisco WebEx Support and Troubleshooting

oPerforming Inventory Maintenance and working with IT Logistics to order any needed Inventory

Environment: Windows XP, 7, 2003/2008/2008R2/2012/2012R2, Windows 8, Windows 8.1, Mac OSX, Outlook Exchange Microsoft Office, Office 365, TCP/IP, DNS, DHCP

Client: Dataprise Inc.

Role: Service Desk Engineer

Duration: April 2014 – April 2015


oProviding Great Customer Service as well as Technical Support over the phone and Email

oTroubleshooting Tier 1 to Tier 2 Network Support as well as Computer Support

oTroubleshooting and Modifying Sonic wall NSA and Cisco ASA Switches and Firewalls

oTroubleshooting Exchange 2010/2013 Issues

oTroubleshooting Internet Issues Wired and Wireless

oProviding Support for Linux Servers, Mainly Centos and Red Hat 5

oWorking With and Troubleshooting Windows 2003/2008/2012/2008 R2/2012R2 Servers

oShoreTel VoIP Support

oProviding VoIP Support for other VoIP Devices As well

oProviding Support For VMware and Hyper-V Technologies

oProviding Tier I and Tier II Citrix Support.

Environment: Windows XP/7/8/8.1/2003/2008/2008R2/2012/2012R2, Mac OSX Snow Leopard/Lion/Mountain Lion/Yosemite, VMware, Hyper-V, Cisco VPN, Juniper VPN, Cisco ASA Switches and Firewall, Sonic wall NSA Firewalls, Linux (Centos/Red Hat 5/6), Polycom VoIP phones, Citrix

Client: Robert Half Technology

Role: Remote Support Engineer

Duration: June 2013-April 2014


oWorking for Sub-Contractors Milestone and Taycom

oServer Hardware Installation

oCisco Telephone Assembly

oRouter, Switches Installation and Configuration

oInstalling/Configuring Network Printers

oSecurity Diagnostics

oUsing BMC Remedy System to Resolve Tickets

oHardware Setup

oHardware/Software Diagnostics

oInstalling/Configuring Routers, Switches/Hubs

oExecutive Level Phone Support/Desk-Side Support

oWorking as a Sub-Contractor for Dataprise Inc.

oServer Monitoring and Maintenance

oPOS(Point Of Sale) Application Support

oTier 1 to Tier 3 Help Desk Phone Support

oRemote Help Desk Support Using Screen Connect RDP

oTier 1 to Tier 3 Network Support

oUsing JMS Web Ticketing System to create and resolve tickets

oOffice 365 Troubleshooting and Support

oVMWare/Hyper-V Configuration, Troubleshooting.

oWindows 2003/2008/2012 Server Configuration, Troubleshooting

oActive Directory Management

oGoogle Mail / Windows Exchange Configuration and Troubleshooting

oImaging/Re-Imaging PCs.

oMac/Linux Support.

Environment: Windows XP, 7, 2003, 2008/2008R2, Mac OSX, Outlook Exchange 2010, Microsoft Office 2010/2013 Suite, Office 365, TCP/IP, DNS, DHCP

Client: NASA HQ (Contractor: PROFORCE Personnel Group)

Role: Windows/MAC Deployment Technician

Duration: January 2013 – April 2013


oRe-Imaging New Computers

oNetwork Desktop/Help Desk Support

oHardware, Software and MS Office Support

oData Migration From Old Computers To New Computers

oSystem Overlays

oUsing HP SM7 Ticketing System to report, troubleshoot and keep track of Issues

oWindows OS, Mac and Linux Support

oMS Outlook 2010/2011 and Entourage support

oWindows 7/MAC OSX Lion Deployment

oNetwork Printers and Devices Installation and Configuration

oInstalling and configuring VMware Fusion (MAC)

oProviding Executive Help Desk Support To VIP Users

Environment: Windows XP/7/Vista/2003/2008/2008R2, Mac OSX Snow Leopard/ Lion, Linux (Red Hat 5), UNIX, TCP/IP, DNS, DHCP, Cisco VPN, Juniper VPN, HP SM7 Ticketing System

Client: NASA HQ (Contractor: Capstone Corporation)

Role: Field Tech. /Discovery Tech.

Duration: April 2012 – January 2013


oRe-Imaging New Computers

oNetwork Desktop/Help Desk Support

oHardware, Software and MS Office Support

oData Migration From Old Computers To New Computers

oSystem Overlays

oUsing HP SM7 Ticketing System to report, troubleshoot and keep track of Issues

oWindows OS, Mac and Linux Support

oMS Outlook and Entourage support

oInstalling and configuring VMware Fusion (MAC)

oProviding Executive Help Desk Support to VIP Users

Environment: Windows XP/7/Vista/2003/2008/2008R2, Mac OSX Snow Leopard/ Lion, Linux (Red Hat 5), UNIX, TCP/IP, DNS, DHCP, Cisco VPN, Juniper VPN, HP SM7 Ticketing System

Client: Robert Half Technology

Role: Desktop Support Technician

Duration: November 2011 – April 2012


oWorking for Sub-Contracting Companies CompuCom/ Fidelity/LA Fitness/The Edens Group and Children’s National Medical Center.

oWorking in a team environment to replace a server

oRunning pre-written script to back up the registries and drive encryption settings

oReplace the old server with the new server

oMake sure the cable management is properly and neatly done

oRun a pre-written script to replace registries and drive encryption settings

oMaking sure all the correct drives and printers are mapped and the client can access the mapped drives and printer

oReplacing Monitors at Fidelity Bethesda Facility

oReplacing Network Equipment such as Modems, Switches

oReimaging existing pcs using Symantec Ghost

oInstall Webcams

oInstall new pcs

oDiagnose and troubleshoot network related issues

oConfigure Pre-Existing network printer

oHardware Replacement

oReplacing Computer Hardware

oInstalling Cisco VoIP Phones

oConfiguring Cisco VoIP Phones

oProvide Desk side support as well as phone support on Hardware and Software Support Using BMC Remedy Application

oSecurity Diagnostics (Virus Diagnostics and removal)

oHardware and software upgrade

oPrinter Support and installation

oVPN Support and configuration

oInstall New Computer for existing and new employees

oActive Directory(Locking/Unlocking Accounts, Locking/Unlocking Passwords)

oUsing Active Directory to Elevate or Demoting User privileges.

Environment: Windows XP/7/Vista/2003/2008/2008R2, Mac OSX Snow Leopard/ Lion, TCP/IP, DNS, DHCP, Cisco VPN and IP Phones

Client: NASA Goddard Space Flight Center (Contractor: Capstone Corporation)

Role: Field Tech/ Deployment Tech

Duration: August 2011 – September 2011


oWorking under HP supervision to support NASA Computers at Goddard Space Flight Center in Greenbelt.

oReplacing old computers with new computers

oBack-up of the data from the old machine and imaging of all the old machines

oGathering Data to be backed from the old machines

oSeat Count of all the computers that needs to be replaced

oPrinter Installation

oOperating System Installation and other software installations such as Adobe, Microsoft Office Suite etc.

oNetwork Diagnostics and maintenance

oSetting up SAN Servers, Configuration and Monitor

oVMware Server Setup and Configuration.

Environment: Windows XP/7/Vista/2003/2008/2008R2, Mac OSX Snow leopard/ Lion, Linux (Red Hat 5), Unix, TCP/IP, DNS, DHCP, Cisco VPN, Juniper VPN, HP SM7 Ticketing System

Client: Western Inn (Voluntary Position)

Role: Help Desk/ Network Administrator

Duration: June 2008- June 2010


oUse Symantec Ghost to create back-ups and create image/refresh computers

oHardware/software Configuration and deployment

oConfigure Network Bridging to ensure proper network connectivity

oConfiguring and Installing Use of proper Anti-virus and Other Security Applications

oConfigure VPN and maintain proper network uptime

oProvide Strong Customer Service and assistance to End-Users

oAnswering customer phone calls and resolving customer complaints on the phone in a timely manner

oCreating flow charts in order to solve complex networking problems and Documenting Daily reports on solved and unsolved problems.

oNAS Setup and Configuration

Environment: Windows 2000/XP/Vista/7, Microsoft Office Suite 2003/2007, Symantec Ghost, Acronis Ghosting and Back-up, VPN, Telnet, Network Bridging, Print & Print Servers, TCP/IP, DHCP, VMware

Client: Executive Inn (Voluntary Position)

Role: Desktop Support

Duration: June 2010 – June 2011


oComputer hardware and software diagnostics

oSetting up and configuring VPN, Routers and Switches

oFirewall installation and Configuration

oPrinter Configuration and Installation

oVirus and Malware Diagnostics And Removal

oSymantec Ghosting, Acronis Imaging Software

oCreating flow charts in order to solve complex problems and documenting daily reports on the method used to solve the problem.

oResolving Issues over the phone and or via email.

Environment: Windows XP/Vista/7, VPN, Cisco Routers and Switches, Firewall configuration, port forwarding, port triggering, Port blocking, LAN Monitoring

Client: Staples Inc.

Role: Easy Tech Computer Technician

Duration: October 2007 – January 2008 (3 Months)


oAnswering Customer Calls about Technology

oInstalling, uninstalling and configuring of computer hardware/software

oInstalling and configuring of Microsoft Office Suit 2003/2007

oInstalling and configuring Windows Operating Systems

oInstalling and configuring of Anti-Virus and other Security applications

oHardware/Software diagnostics and proper maintenance

oInstalling and configuring Printer and Print Servers

Environment: Windows 2000/XP/Vista, Microsoft Office 2000/2003/2007, Symantec Ghost, Norton Anti-Virus, Kaspersky Anti-Virus, Printers & Print servers

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