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Desktop support

Skokie, IL
October 23, 2018

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Salamat Khan

**** ******* ***

Skokie Illinois **076 USA

Mobile: 312-***-****



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.


Amita Healthcare

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


Senior technician

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

Contact this candidate