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Customer Service Desktop Support

Location:
Trenton, New Jersey, United States
Posted:
November 09, 2018

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Resume:

ATIF PERVEZ

*** ****** *** ****, ********, NJ ***90

Tel: 609-***-**** Email: ac7neh@r.postjobfree.com

OBJECTIVE: Professional with 10 years’ experience as a Desktop Support specialist, and Customer Support for the windows environment, and a web content specialist. Background includes project coordination, sccm, data varonis, Air Watch, ivanti, Mcafee, SEP, O365.

PERSONAL:Reliable, Leadership, Excellent listening skills, Communication skills, determines towards work, Flexibility, devoted towards work until the assigned goal is accomplished. EMPLOYMENT:

Desktop Support Level 3

NJM (New Jersey Manufacturers) September 2012-Present

● Working as a Team Lead for the Windows 10 Deployment Project, and Project Manager Assistant

● Responsible for daily meetings to ensure each day is productive for the roll out and to address any client/user needs.

● Responsible to document any issues reported by UAT/QA team. o Document any request from Business Unit for particular hardware change or performance issue relating to the project.

● Act as hands and feet for project team to assess and resolve any issues to complete Migrations Document and certify completion of migrations to project team, and deployment techs.

● Responsible to make sure that the user has all the Prerequisite Software or Patch in order for the Upgrade to OFFICE 365 Cloud using Microsoft SCCM.

● Manage Mobile devices using AirWatch.

o Add/Remove

o Sending updates patches

o Run quarterly reports to check any out of compliance devices.

● 0365 Pilot phase done now working on BU to migrate.

● Managed user profile configuration using Appsense/Ivanti.

● Configure BYOD with Blackberry UEM/Works/Access.

● Install and Configure MS SQL 2012/2016

o Add local Database to new user/machine

● Migrated Software to Windows 7, and 10 Environment working alongside with Software engineers.

● Experienced Microsoft SCCM

o Attended Microsoft SCCM Session Training

o Query reports for hardware, software, and patches o Image machines using SCCM.

● Experienced using Active Directory Administrative Services o Add/Remove users to groups and service account.

● Experienced using Prolin Ticketing System

● Act as hands and feet for project team to assess and resolve any issues to complete Migrations Document and certify completion of migrations to project team.

● Hardware / Software technical support

o Dell Optiplex 9010/7040/7050/7060

o Lenovo ThinkPad T430/470/480 and P50/52/70

● Troubleshooting Windows 7/Windows 10 platform to registry level

● Administrated quarterly patch updates.

o Run SCCM reports

o Run report from AD using DSGET

● Developed Access Database for asset tracking for the company. o It tracks laptop and mobile device

Migrated data from excel to Access to make it more accessible and easy to maintain.

● Managed and Supported Company’s Annual Disaster Recovery Project o Part of the Business continuity program

o Track all the software groups’ changes in business unit.

● Configuring Windows 7 and Windows 10 Enterprise.

● Provided first level technical and IT support to users for troubleshooting problems. o Resolved client problems in a timely fashion and provided confirmation to clients that issue was resolved.

● Intermediate skills in powershell scripting to automate some configuration on workstation.

● Knowledge of MS Exchange, MS Server 2012/2016, MS Active Directory Desktop Support

ETS (Educational Testing Services) July 2012-September 2012

● Making sure that the user has all the Prerequisite Software or Patch in order for the Upgrade to OFFICE 365 Cloud using Microsoft SCCM.

● Used exceptional communication and oral skills to provide excellent customer service to clients via telephone, email, and in person.

● Configuring Windows XP Professional and Windows 7 Enterprise

● Provided first level technical and IT support to users for troubleshooting problems.

● Resolved client problems in a timely fashion and provided confirmation to clients that issue was resolved.

Helpdesk/Field Analyst

I/O Solutions September 2010 – July 2012

● Provided a single point of contact for all users to report problems and assist to raise SLA requests.

● Strong working knowledge of Microsoft Windows XP & 7 operating systems and Internet applications and protocols, and troubleshooting Windows XP & 7 platform to Registry level.

● Deep familiarity with DELL, hardware, including many types of routers, and Switches.

● Resolve client problems in a timely fashion and provide confirmation to clients that Issue was resolved.

● Provided Phone Support for Clients

● Used exceptional communication and oral skills to provide excellent customer Service to clients via telephone, email, and in person.

● Provided first level technical and IT support to users for troubleshooting problems.

● Resolved client problems in a timely fashion and provided confirmation to clients that issue was resolved.

● Identified issues that may lead to larger problems that I may not be familiar with and consulted with business partners for solutions

● Keep up with all current developments in IT Field and attended seminars and conferences in order to increase knowledge and able to better serve the needs of the clients

Support.com October 2008 – July 2010

Solutions Engineer

● Customer Support via Phone, Email, and in person effectively and promptly remove viruses using Malware Bytes, Combo Fix, and

● AntiSpyWare software

● Data Backup and Restoration

● Computer Restoration

● Hardware / Software technical support

● Troubleshooting Windows XP platform to registry level

● Configure/troubleshoot Switches, routers, printer, etc.

● Troubleshoot Networking technologies TCP/IP, DNS, Firewalls

● Internet security in areas of virus and spy ware

● Used exceptional communication and oral skills to provide excellent customer service to clients via telephone, email, and in person. Merrill Lynch January 2006-October 2008

Consultant: Data Analyst

● Reviewed and analyzed clients’ data on multiple Software Applications maintained within Client Account Services.

● Researched and identified potential data related issues within the system and effectively communicate them to other areas.

● Assisted in Client Data Validation project by testing, validating, reviewing and updating confidential client information

● Worked on multiple software upgrade projects within Client Account Services

● Coordinated software update and maintenance issues between Merrill Lynch and Advest

● Removing duplicate profile, deleting empty profile, collapsing same household,

● Updating necessary Data according to Company’s guideline and policy. .

● Trained individuals It Professionals/consultant on validation/upgrade projects EDUCATION:

Steinert High School: 2000

Mercer County College: 2004

Rider University: 2005

COMPUTER SKILLS:Expertise in PC Skills, Active Directory, Software and hardware documentation, Desktop publishing, UAT, QA, PowerPoint, and Excel, O365, Ivanti, Jira, TFS, SQL, AirWatch, PowerPivot, power query, Visual Studio.



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