Support Customer Service
Resume:
Candidate Name
Hiral Dave
Laurel, MD 20707
301-***-****(Home)
301-***-****(Cell)
******.****@*****.***
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
Certifications:
Comp-Tia A+
Apple Certified Associate – Mac Integration 10.11
Employment History:
Client: Ekahau
Role: Technical Support Engineer
Duration: May 2016 – March 2018
Responsibilities:
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
Responsibilities:
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)
Responsibilities:
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
Responsibilities:
●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
Responsibilities:
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
Responsibilities:
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
Responsibilities:
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
Responsibilities
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
Responsibilities:
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
Responsibilities:
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
Responsibilities:
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
Responsibilities:
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
Responsibilities:
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)
Responsibilities
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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