Email ID - firstname.lastname@example.org
Security Clearance – Top security with Poly (currently inactive)
Summary of Qualifications
15+ years of experience in Windows Support (98/W2K/XP/VISTA/Win7/Win10).
15+ years of experience in IT Industry
10+ years of experience having direct interaction with VIP users.
8 years of experience in the Financial Services industry.
7+ years of experience in iMac’s and MacBooks
7+ years in Mobile technology with Apple and Android devices.
6+ years of experience in Active Directory.
6+ years of experience with Cisco Technologies
Proficient in Application Packaging.
Proficient in System Center Configuration Manager (SCCM).
Develop exceptional relationship with co-workers, management and end users.
Excellent communication, interpersonal and problem-solving skills. Fluent in English.
MSCE Certification # 100077684 – 2000
A+ certification – 2000
LANDesk Certification – 2005
VTSP 4.0 Certification – 2010
VSP 4.0 Certification – 2010
EMC Professional Certification – 2010
NCSA Certifications :
Computer Hardware Certification – CH111
MS Windows 2000 Professional Certification – CS312
MS Windows XP Professional Certification – CS313
MS Windows 2000 Server Certification – CS332
MS Windows 7 Certification – CS516
MS Office 2007 Certification – CS396
TCP / IP – CN301
Lenovo Warranty support Certified Engineer – RXWA1-R1, RXWT1-R1, RDD07-R1, RTD07-R1, RVD01-R1, RXWT1-R2, RXWA1-R2 – 2012
Wipro Peripherals Certified Engineer – 1995
Sharp Customer Service Skills
VIP Client Relationship
Project and Data management
MVS INC. WASHINGTON DC – AUGUST 2018 TO PRESENT
Support Lead at the Government of District of Columbia
Washington DC – Office of the Chief Financial Officer
Laptop and Desktop REFRESH – WIN 7 to WIN 10
Main Point of Contact for all the VIP users - Executive Officers, Director level users and Assistant Directors
Leading a team for the deployment of Windows 7 to Windows 10 Laptops and desktops.
Working closely with the OCFO members across Washington DC.
Single point of escalation for any issues arising during the refresh.
Liaise with the HD and the engineering team and the application owners and provide smart-hands support to the end users in troubleshooting, functionality and integration, including local and network printers.
Group Policy updates (GPO)
Configuration of One drive, Skype for Business and resolving Office 365 issues arising during the Windows 10 Deployment.
INTERNATIONAL MONETARY FUND – FEB 2012 TO JUL 2018
Project Coordinator / Support Manager / Lead – August 2016 to July 2018
PC Laptop, Desktop REFRESH
Primary Point of Contact for all the VIP users - Executive Offices – Office of the Managing Director, First Deputy Managing Director Office and Director level offices with the Division and Deputy Division Chiefs.
Provided daily technical support for up to 6,000 end users for Hardware and Software issues by phone, email and in person consultation.
Deployment of Windows 7 to Windows 10 with hardware upgrade.
Member of on-call rotation providing IT support for Emergency escalations for the Remote and Regional offices across the globe providing support to our 120 offices
Liaised with network engineers and provided smart-hands support in the troubleshooting, installation and decommissioning of network equipment, with Micro scanners and other network devices like VLAN’s and Switches.
Liaised with the Desktop engineering team and the application owners (400 application across the Fund).
Provided smart-hands support to the end users in the troubleshooting, functionality and integration, including local and network printers.
Understanding Active Directory for the Fund users and all the hardware devices.
Application installations via SCCM on the end users workstations
Group Policy updates (GPO)
Working with the Fund provided Mobile devices – Apple and Android devices with Fund mails and Fund mobile apps.
Tier 2 and 3 Support for Outlook 365 migrating to Cloud environment.
Extensively worked to support MS Office 2016 with Outlook with the VIP users which includes the office of the Managing Director, Deputy Managing directors, Executive Directors and Division and Deputy Division Chiefs.
Worked and Assisted (with the team) the Fund users with the Outlook issues at Tier 2 and 3 level, as the emails in Outlook 365 is moving to cloud.
Extensively working on Service Now (SNOW) – Incident management tool
Support Manager / Lead – August 2015 to August 2016
Office 2016 Upgrade and Deployment
First Point of Contact for VIP clients – Office of the Managing Director, First Managing director, Deputy Managing Directors and Executive Directors (for Outlook Emails and Mobile emails related issues) during the upgrade.
Led a 20-member team to upgrade MS Office 2007 to MS Office 2016 (O365) assets for ~6000+ staff members at Headquarters and ~120 Remote and Regional Offices.
Assisting the end clients with the Office upgrade from 2007 to office 2016 and also administering the Exchange issues with tier III and tier IV resolution provided.
Successfully completed the Project with 96% satisfaction survey by the Fund staff.
Field Office IT Coordinator - Group Lead – July 2014 to Apr 2016
Team of 4 technicians remediated ~1,000 user support issues arising from initial deployment of Microsoft Office 365 to ~1,500 users including ~500 VIP users at Headquarters, as part of first major Microsoft Office Suite upgrade in 6 years.
Providing exceptional customer service to the VIP’s in the Remote and Regional Offices - resolving issues over the phone and via remote access
Coordinated in opening and relocating the Remote and Regional Offices across the globe.
Streamlining a detailed process to maintain data integrity and mandatory using techniques for analyzing data
Project Manager – June 2013 to July 2014
PC Laptop, Desktop, Monitor, and Mac Refresh
Maintaining and Supporting the issues related to Refresh projects for the VIP clients - Office of the Managing Director, First Managing director, Deputy Managing Directors and Executive Directors.
Led a 25-member team to replace IT assets for 6000+ staff members at the Headquarters including ~120 Remote and Regional Offices. Allocated and replaced ~11,000 assets, per Fund priorities and policies.
Deployment of Windows Vista to Windows 7 with hardware upgrade.
Assisted and Worked with the Fund provided Mobile devices – Android and Blackberry devices with Fund emails and mobile apps for the VIP clients.
Liaised with the Desktop engineering team and the application owners (400 application across the Fund) and provided smart-hands support to the end users in the troubleshooting, functionality and integration, including local and network printers.
Planned, coordinated, and communicated with cross-functional teams, including desktop infrastructure, server, networking, document management, email and web teams, etc.
Senior Desktop Support Specialist – Feb 2012 to May 2013
First Point of Contact for VIP clients – Office of the Managing Director, First Managing director, Deputy Managing Directors and Executive Directors (for any Hardware, Software or Mobile (Blackberry) devices related issues.
Understanding of Service Desk Role, Incident Management, Asset Management and End User Operations.
Created internal knowledge base covering ~50 top issues to support team’s timely support of Microsoft Vista users.
Optimized PC hardware and software performance issues for ~500 select VIP users at Headquarters, as initial steps until eventual PC refresh.
Delivered over ~20 recommendations to planning, engineering, and testing groups for subsequent migration of PCs and applications.
TRAVELERS INSURANCE – SEP 2011 TO FEB 2012
Project Coordinator - Desktop / Server Portfolio – Senior Desktop Subject Matter Expert
CAPITALONE BANK – FEB 2011 TO AUG 2011
Project Manager / Coordinator (Application Architect Level III)
MVS INC. WASHINGTON DC – MAR 2007 TO FEB 2011
Skills and Abilities
Led the projects (Laptop, Desktop, Monitor and Mac, MS Office and PC Refresh again) successfully on time and within the budget.
Team motivation and building, team needs, risk assessment, organizational skills, vision and goal settings
An engaged listener, attentive with building better relationships, staying calm under pressure and managing communication with humor.
MS Project, Office 365 – 2016, Humming Bird DM, LogMeIn, MS Share point, MAC OS HP Quality Center, Adobe, MS Visio, WIN Server, BMC Remedy, Marimba, SNOW, Citrix, VDI, Pulse Secure (VPN)
Completed a 10 days Mission to South Africa (Pretoria) to deploy 40 computers to the Resident Representatives during the Retreat from the African Countries to South Africa.
Successfully completed the Res Rep retreats at the HQ.
Achieved 100% success and satisfaction survey from the staff members.
100% of the laptops and 75% of the Desktops for the Fund staff (Including the Remote Offices) has been successfully deployed.
2015 SPOTLIGHT AWARD – FOR CLIENT SATISFACTION
University of Delhi Bachelor of Science, 1982.
Major: Physics, Chemistry and Mathematics
Pursuing Cyber Security Certification.