Software Customer Service
Resume:
HAYAT RABBANI
******@*****.***
OBJECTIVE:
I am seeking a rewarding position in Computer Network and Desktop Support,
which would allow me to utilize my computer skills in windows8, 7,
VISTA/XP/2000/DOS. I am a highly self-motivated individual with over Seven
years of experience in the information technology industry. I am seeking a
challenging and unique position in a fast-paced environment.
Technical Skills:
. Setting up, running and troubleshooting of Windows 8, 7,
VISTA/XP/2000/DOS. Working knowledge of different MS applications
including Microsoft Office (various versions), Outlook/Exchange.
. Create Virtual Machine in VMware sphere and VMware workstation.
. Excellent knowledge of different hardware platforms including IBM,
DELL and HP.
. Proficient in, Lotus Notes 8.5, Sametime 7.5 Remedy, Peregrine and
ITSM (FrontRange Solutions) ticketing System and other leading
software.
. Experienced in setting up Blackberry devices
. Experienced in PC, Printer and associated equipment repair and
maintenance.
. Experienced in setting up wired and wireless networks.
. Phone support for different kinds of network issues such as LAN/WAN,
TCP/IP, VPN.
. Setting up and troubleshooting hardware problem. Installing
motherboard, CD-ROM, NIC card, hard drives (SCSI), Sound card, and
Ethernet card, Modem, Memory and Jumper setting.
. Running image through the network by using Symantec GHOST software
. Troubleshooting different kinds of HP LaserJet printer issue, which
includes replacing power supply, toner, fuser and roller.
Professional Certification:
MCP (Microsoft Certified Professional)
A+ experienced
Mastering End User Help Desk Support (Soundtraning.net)
IBM and Dell Desktop and Laptop System Certified
Professional Experiences:
21st Century Insurance - Desktop Support Analyst Wilmington,
DE 04/2010 - Present
Support Software Systems: Windows(XP/7), MS Office(various versions),
Lotus Notes, Active Directory, Remote Desktop,DameWare, Bomgar,
Empirum software distribution system, Blackberry Software, VMware,
Visual Basic(various versions), RAD Development software, SAS
statistical application, Oracle 10/11g, Pass Logix(SSO), Symantec End
Point, AT&T connect, Dameware, Hyena, SAP, Telecom applications(Avaya
CMS/OneX/Site Admin, Verint, IEX Totalview, McAfee endpoint
encryption, Symantec Ghost and HP Quality Center
Support Hardware System: Dell, IBM, Mac, Blackberry and HP printer.
Support Networking Systems: LAN/WAN, TCP/IP, VPN, File Sharing, Printing
. Responsible for onsite support of Windows XP/7 desktop and laptop
environment consisting of over 400 laptops, over 600 desktops, over
500 virtual machines, and over 300 network/ personal printers.
. Support included various business units ((IT Development, Middleware,
DBA, Systems test, Telecom, Networking, Storage, Web development),
Controllers, HR, Legal, Marketing, Training, Quality, Sales/Service
Agents, Project Managers, and Facilities to name a few).
. Daily support activities included:
. Monitored ITSM daily tickets. Using FrontRange Solutions
system.
Creating and deploying images. Adding host name in to
Active Directory and move it to proper OU group. Adding
user accounts to different policy and security groups
. Installing software/operating systems.
. Asset management by FrontRange Solutions.
. Deploying and supporting hardware.
. Projects included:
. Various software versioning/product upgrades (Lotus Notes,
Symantec, SAP, IBM Rational Application Developer for
WebSphere Software (RAD 7.5) and SAS 9.2 Foundation
statistical application for Windows (32 bit and 64 bit)
. MS Products (Office, Project, Visio),
. Migrating XP to Windows 7
. Cisco VPN upgrade
. Converting physical desktops to virtual machines
. Managed Bi-Weekly Moves, New Hires, Terminations
. Documented hardware and software issues
. Helped to train new employees on ticketing system, various
applications, and understanding the business units.
. Very professional and courteous to the customers.
. Able to effectively prioritize and manage problem tickets and project.
AstraZeneca - Vista Deployment Project Wilmington,
DE 08/2009 - 02/2010
Desktop Support Technician:
. Responsible for providing desk-side support for all deployment issues
that occur during a large scale Vista / Office 2007 roll-out.
. Migration from Windows 2000 to Windows Vista with Office 2007 Pro
. Perform data recoveries, group policy updates at desk side to make
sure all current policies were on deployed PC, software and hardware
support of Lenovo Desktops and Laptops
. Installation of Docking stations for Lenovo standard Laptop and tablet
PC's, trouble shoot network connectivity issues Desk side Customer
support and VIP support after deployment of new hardware and software
in various national/ international locations for Astra Zeneca
Pharmaceuticals.
. Troubleshooting MS Outlook 2007 such as,
> The .pst file appears to be corrupt
> Can't open an Attachment and Not able to send/receive emails or
have to press Send/Receive
> Contact information does not appear in the address book in Outlook,
How to compact the personal folders (.pst) files in Outlook
> How to manage .pst files in Outlook 2007, in Outlook 2007, How to
move your personal folders (.pst) file in Outlook 2007
. Troubleshoot end-user hardware and software problems pertaining to
connectivity, software, workstation and peripheral issues.
. Transfer data from old system to new system. Application software
support. Peripheral installation
. Application software installation and/or upgrade. Configuration
changes to both hardware and software
Discover Financial Service New Castle, DE
05/2006 - 06/2009
Desktop Support Technician:
. Troubleshoot, diagnose and resolve issues with PC and laptop
configurations, network connectivity, printers, and peripherals.
. I was also responsible for all support requests, via phone, emails and
in person, through help desk Ticketing System (Peregrine). Resolved
escalated support related tickets within the SLA timeframes, while
providing quality customer service.
. Provided general technical support for end-users with regard to their
laptop/desktop computer, application software, network/Internet
access, wireless network configuration, and anything related to the
employee's use of technology tools in a professional manner.
. Follow-up with customers on support efforts to ensure success and
satisfaction.
. Maintained hardware asset database for desktops, laptops, monitors,
etc. Assisted with special projects, as required
. Responsible for determining, installing, maintaining, and assisting in
the management of the Business technology in the enterprise.
. Troubleshooting Lotus Notes 7.0 and Sametime, such as
> Common error for "File does not exist", How to re-
launch/reconfigure Notes Client in case Notes Client crashed,
> How to restore default toolbar in case duplicated items on toolbar
exists, Delegate access to your Lotus Notes mail,
> Adding a personal signature to messages you send, Change archive
settings for Lotus Notes mail.
. Install and troubleshoot Blackberry and Palm devices, such as
> activating new user with enterprise server, How to delete email
from user blackberry without deleing from Lotus Notes or Outlook
> How to update the encryption key in Redirector Configuration
> How to do synchronization with desktop application, How to deleted
message on a Lotus Notes client be synchronized to a BlackBerry
handheld, How generate a new encryption key
. Troubleshooting Guardian Edge security products, Symantec security
products, RSA security products, Adobe Writer, Adobe Dreamweaver,
Adobe Photoshop and etc.
. Setting up network and local printers, also performed maintenances on
HP Laser Jet 8000, 8150 9000 and also Xerox 5100 and 5160.
. Provided technical support for all VPN (remote access) configurations.
. Provided technical support to clients in the operation, configuration,
and installation of software by delivering assistance over the phone
and by performing support on site.
. Provided timely escalation of customer problems by assigning an
appropriate priority and resolution target.
. Provides day to day end user support. Diagnoses causes of problems
being encountered, and determines/ suggests needed corrective actions.
Worked with Active Directory such as to lookup user's profiles.
. Worked with asset management team to maintains and updates PC
inventory in asset management system
. Lead a project for Desktop Refresh which needed to replace 500 plus
PC, also lead a project for memory upgrade for over 700 Laptops and
Desktops.
. Received more than 10 recognitions for my collaboration, simplicity,
enthusiasm, in the Business Technology Department.
. Received Excellence Award for my best end user support in the company
Arlington Computer Production Chicago, IL
02/2005 - 03/2006
Hardware and Software Technician:
. Responsible for repaired and replaced internal hardware components on
laptops, desktops and printers. Performed maintenances on HP Laser Jet
8000, 8150 9000 and also Xerox 5100 and 5160.
. Supporting and troubleshooting printer configuration, computer
hardware skills, and Network / Internet communication
. LAN and internet connective troubleshooting, Fully configure PC for
user functions
. Resolve customer issues in a timely and correct manner, Documenting
issues and resolutions
Christiana School District Newark, DE
12/2004 - 01/2005
Desktop Support:
. I respond to requests for technical assistance in person, via phone,
electronically.
. End user desktop support within the office dealing with Windows XP and
Windows 2000
. Replacing old computers with new ones and insure connectivity over
Microsoft network system.
. Re-image newer computers with new image by using GHOST software.
. Migration to Windows XP and Office XP from Windows 2000 and office 97
. Troubleshoot migration issues, setting up network printers and
changing fuser and roller.
. Trouble shoot web base application and trouble shoot java script
error, Resetting password for the user.
. Un-locking user account on Active directory
Verizon Education and Technology Center NYC, NY
01/2003 - 12/2004
Desktop Support:
1. As a Client Support Analyzer, I was responsible for
. Diagnose and resolve technical hardware and software issues, research
questions using available information resources, advise user on
appropriate action, follow standard help desk procedures, log all help
desk interactions, administer help desk software
. Redirect problems to appropriate resource, identify and escalate
situations requiring urgent attention
. Setting up the user password, unlocking user account, and giving
access to the different applications.
. Phone support and also help user remotely by using Net m nage
software.
EDUCATION:
LaGuardia College Long Island City, New York
Major: Computer Information System.
Associate degree in Applied Science
GPA: 3.50
Professional References:
Charles Fair
21st Century Insurance
302- 293-3085
Desktop Support Manager
Professional References:
Stacey Barker
Discover Financial Service
End User Support Manager
Professional References:
Al Roble
Discover Financial Service
Server Support Manager
Professional References:
Niraj Patel
AstraZeneca
302- 685-5818
Deployment and Support Lead
Contact this candidate