Manager Software
Resume:
Ketan Patel aca8p7@r.postjobfree.com
Toronto
Possess strong working knowledge and several years of experience in the
installation, configuration, troubleshooting and support of the following
desktop skill sets:
Virus and malware detection and Hardware and peripherals - PC
removal software. component level to printers,
routers, external storage.
Windows OS from 3.11 to Windows 7 Network Connectivity - LAN/WAN to
and 8. wireless devices (NIC, Routers and
Smart Phones).
Microsoft Office 2000 through Migration - backup/restoration of
2011 - includes basic knowledge data and application configuration
of Access and Visio. after image or OS upgrades.
Imaging - creation and deployment User Account management and asset
of desktop images using Symantec procurement.
ghost and other tools.
Help Desk Software (Remedy) - Inventory management and asset
create, modify and close support procurement manage inventory.
tickets and respond according to
SLA
Installation of GUI based Linux Antivirus suites - Installation and
OS (Ubuntu) and application. configuration of all the most
popular packages like AVG,
TrendMicro, Symantec etc.
Installation of Server and client Using Team viewer and other remote
based software's. access tools to troubleshoot
problems remotely.
2 WORK EXPERIENCE
Inside Solutions (Guj., India) December 2009 to September
2013
Designation: Technical Support Assistant - Hardware/Software.
. Installing Hardware, assembling new computers and modifying configuration
as per customer's requirement.
. Installation and upgrading new software's and OS (Windows XP / 7 / 8)
. Installing server and client based software's.
. Troubleshooting LAN and other connectivity issues for our clients.
. Installation and managing network devices like Printers, NAS etc.
. Installation and Management of CCTV surveillance software.
. Using Team viewer and other remote access tools to troubleshoot problems
remotely.
. Creating and handling stock of hardware on day-to-day basis.
. Resolving issues raised by customers using ticketing system.
. Configuring TCP/IP, IMAP and other protocols on client's requirement.
Cable & Wireless (London, U.K.) February 2006 to August 2009
Designation: Provisioning Specialist
. Creating new accounts on Cerillion (CRM)
. Assigning work orders to team members.
. Improving processes and creating documentation to train staff as an SME.
. Testing new applications for ease of usability.
. Resolving any address issues with Network Address Team (Openreach)
. Placing and processing Firm Orders with BT
. Managing Appointment dates (on Eco. And EMP)
. Keeping tracks of KCI's (EMP)
. Tackling missed appointments by End user and Engineer
. Chasing up Openreach in case of Delayed Activations
. Contacting End user to update them about their appointment date and
update on orders.
. Replying queries from Openreach and Customer Support Team
. Preparing daily provisioning report for higher managements and PIPEX
Managements.
. Crosschecking Daily A16 report from Openreach and making sure to meet the
Newlines SLA's.
. Preparing and sending weekly OFCOM report in absence of the manager.
. Preparing Dashboards for all the teams in provisioning and also updating
the Failed Appointments dashboard.
. Cancelling orders on Eco. And EMP
. Changing Tie-Pair on systems in event of faulty tie-pairs
. Creating Weekly and Monthly report for Failed Appointment and New Lines
team in absence of Newlines Manager
. Expediting appointment dates with Openreach on request of higher
management.
. Dealing with highly sensitive billing department queries.
. Helping with off shoring activities.
. Training off shore staff's during their visit to UK.
. Appointed Project Leader (Provisioning Part) for ATM to GigE Migration of
65 Exchanges.
. Porting Numbers over to other companies.
. Preparing customized reports for higher management to ensure the SLA's
are consistently met.
. Started job as a call center (Outbound) agent making calls to confirm
appointments for new line installations.
Greenwich Community College (London, U.K.) April 2007 to June 2007
Designation: IT Technician (Part-Time)
. Maintaining all Computers, Laptops, Network Printers and Multimedia
Devices at the premises.
. Receiving, prioritizing, documenting, and actively resolving end-user
help requests.
. Problem resolution using diagnostic and help request tracking tools.
. Giving in-person, hands-on help at the desktop level.
BISP Ltd. (Guj., India) November 2002 to Dec.
2006
Designation: Network Administrator
. Maintaining all Servers and its Network setup.
. Configuring DNS and Mail Servers.
. Database Administration.
. Configuring routers and leased lines.
3 EDUCATIONAL QUALIFICATIONS
. Master's in Computer Applications - May 2002 - BSP, India
. Diploma in Computer Technology (Hardware) - Jan 2004 - Asset IT Education
Center, India
. Diploma in Business Administration - July 2008 - BITE, UK
Contact this candidate