Skokie Illinois **076 USA
More than 10 years of pc and desktop support experience in an enterprise environment
Goal-oriented, results-driven individual seeking a technical administrator position
Highly qualified technical support professional experienced in PC upgrades, maintenance, troubleshooting, repairs and end-user support environments with exceptional customer service skills
Capable of taking projects from conception, implementation, and completion.
Excellent communication and interpersonal skills.
Detail and result oriented.
A hard-working self-starter
An active and involved team member
Strong interpersonal, written and oral communication skills
Extensive experience in hardware and software troubleshooting
End-user consultation, training, and general desktop systems support
Operating Systems: Windows 7, Windows Vista, XP/2000/2008 R2/2016/Active Directory management / Windows 95/98/ME, MS-DOS.
Familiar with Active Directory administration
Hardware skills: Experienced in workstation hardware maintenance as well familiarity with Server hardware, RAID concepts, and blade servers
Security: General system security with an emphasis on Malware prevention and elimination
Microsoft Office (Outlook, Word, Excel, Access, PowerPoint, MS Project, and Visio)
Installed and configured numerous roles in 2008 R2, 2012 domain environment, such as DHCP, DNS, and Active Directory
Add, Create, Delete, Disable, Enable, and remove accounts from AD
Monitor performance & events viewer daily etc. (Weekend and off hours’ support)
Familiar with Group Policy concepts
Familiar with FSMO roles
Assign GPO to different Organizational Units as per request
Perform network mapping or grant access to resources such as printers, shared drives
Basic networking skills such as the difference between private and public IP addresses and their classes
Command line troubleshooting tools such as telnet, netstat etc.
OSI Layers understanding
Ticketing system: Service Now and Astea.
Elk Grove Village-USA
Senior Technical Support Engineer Feb 2018- present
Providing phone, email and onsite support for 18000 + employees.
Responsible for troubleshooting and resolving 1st and 2nd level helpdesk issues.
Email issues, printing issues, login issues, resetting password for network login as well as for many other applications.
Responsible for verifying end users account using Active Directory.
Also monitoring servers in data center and replacing hard drives on servers.
Making sure all the servers are up and running.
Monitoring Ac units in the data center and UPS devices as well.
Assigning calls to different groups for higher level of troubleshooting.
Dealing with Managed Service providers for network and Databases.
Decision One/United Airlines April 2007- Feb 2018
Currently involved in Windows 10 deployment project for 3000+ users including hardware and software upgrades
Responsible for break/fix and upgrades of all United Airline World Headquarters employees including Managers, Directors and Managing directors
Assigning calls and delegating tasks to techs
Prepared a process to minimize the downtime for the end user while improving the functionality of technicians
Updating calls in both the main queue and in the techs’ queue
Relaying appropriate calls to United Airlines
Taking care of all escalated issues
Interviewing potential candidates
Training new technicians
Advising team members on the best possible solutions
Use Astea software to track all open and closed tickets, while maintaining hardware inventory
DeVry University June 2006
Bachelor of Science in Technical Management
GPA 3.67/4.0 with Honors
Available upon request