Customer Service Software

S. Ahsan

* ****** ****, ******* *****, NJ *****

Cell: 347-***-**** H: 973-***-****

accujo@r.postjobfree.com

INFORMATION TECHNOLOGY PROFESSIONAL

More than 8 years’ successful experience in IT Operations, customer

Profile

•

service and staff support to one of the world leading Law firm Paul

Hastings.

A highly motivated and able to manage complex, deadline driven

•

projects. I am accustomed to lead IT team members and working under

extreme deadline pressures on numerous projects.

Customer Service. I have provided excellent customer service skills and

•

client support both internal and external. The Firm Partners and clients

have given me much recognition regarding my customer service

performance. I have received excellent reviews from Firm’s partner

about my ability to handle situations in high pressure environment.

1. Possess solid computer skills.

2. Ability to train, motivate and supervise IT employees.

3. A team player, acknowledged as “Total Quality Customer Service

Professional.”

4. Develop plan and manage IT Projects.

2005

Paul Hastings LLP, Manhattan, New York NY 10022

Employment

Present

Senior IT Analyst

Responsible for:

1. Maintaining high end customer service and

technical support to the local office and other

offices when needed.

2. Making sure firm policies are followed during day

to day IT operation and in all phases of projects

completion using best practice and standards.

3. Handling firm’s video conferences, presentations

and executive meetings

4. Setting up operational facilities for new hire and

also for visitor offices.

5. Monitoring project plans across multiple work

streams.

Conducting interviews for new IT staff and ensuring

6.

effective team building.

Server hardware, peripherals installation and

7.

planning as well as evaluating major technical

projects including offsite projects.

Currently working on Altiris management system

8.

for asset control, user profile, setting up

permissions, configuring of firm desktops, laptops

and handheld devices.

Looking after all phases of installation including

9.

software upgrades, desktops, mobile devices, Anti

virus and disk encryption.

Handling work distribution among office technical

10.

staff and doing performance evaluation.

Providing assistance to users with Document

11.

Management System Filesite & iManage.

Maintaining data backups in support of business

12.

continuity, disaster recovery and data restoration

capabilities..

Advanced performer on Blackberry Enterprise

13.

Server (BES), Apple & Mobile supporting to

iOS/Android/Windows based handsets.

Keeping track of mobile devices and support to

14.

mobile applications such as Good and Mobile Iron.

Resolving hardware and software issues including

15.

those pertaining to VPN, RSA token assignment

through Citrix, Nortel Network, Local and Network

printer issues,Window 2000, XP, Microsoft

Exchange 2003 and currently 2010,Word Perfect,

Photo Shop, Adobe Illustrator 9.0, CommVault

Backup management system, SCCM and Machine

images using Altiris system.

Support to meeting with video conferencing, web

16.

meeting vie WebEx, Microsoft live meeting and

Sound Path. Strong performer in video conferencing

technologies both IP and ISDN. Expert knowledge

of Polycom devices.

Using ‘Remotely Anywhere’ for solving technical

17.

issues.

Day to day interaction with different vendors about

18.

troubleshooting issues.

19. Creating user accounts, adding IT equipment and

maintaining Active directory.

20. Monthly network maintenance of the New York

office.

21. Quickly and effectively solve customer challenges.

1. Maintain quality control/satisfaction records,

constantly seeking new ways to improve IT support

productivity.

ST Consulting International, 36th St, Building 135, 2003

2005

Manhattan New York

Senior Desktop Support

Supported all NT & XP users.

1.

30 to 60% phone support.

2.

Password reset on Active directory and other

3.

application.

Build Unilever Desktop and Laptops.

4.

Managed software downloads on servers.

5.

Resolved tickets on day to day basis.

6.

Local and Network Printer setups.

7.

Printer, Scanners & Plotter installation and related

8.

problems.

Support Windows 2000, Windows XP, MS Office,

9.

Internet Explorer, Outlook and Norton Antivirus.

Upgraded and installed various software and

10.

hardware.

Designed systems for various departments.

11.

Deployed images using Ghost software.

12.

Setup/installed windows 2003, NT 2000

13.

Workstations, Servers, and Windows XP.

Configured TCP/IP settings of HP Printers and

14.

Workstations in conjunction with DHCP and WINS.

Worked on CISCO CALL MANAGER

15.

SOFTWARE.

Work in a team environment to deploy, upgrade, and

16.

support the Workstations, applications, and

associated LAN equipment.

Prepared Network Documentation (Software,

17.

Hardware & Network inventory).

Deleted users from Active directory on Server 2003

18.

platform.

19. Installed scanner in Server 2003 & setting up

permissions

Bachelor of Computer Science (GPA 3.17)

Education

A+ Certified Professional

Windows 7 & 8 Certified & Office 2010

M.C.S.E Microsoft certified system engineer

ITIL V3

Project Management Certificate (PMP) in process of taking exam

in near future.

References Furnished Upon Request

.

Contact this candidate