Customer Service Years Experience

Kaushal V. Patel

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

Rockaway, NJ **866

973-***-****

Email:*********@*****.***

SUMMARY:

• Skilled system support specialist with more than 5 years experience.

• Highly productive, self motivated, professional, customer service orientated, attention to detail and quality, ability to multitask,

add strengths to team, strong interpersonal skills, strong verbal and written communication skills and detailed adherence to policy and

procedure.

• 24/7 on call availability and mobility.

• Work well under pressure either with minimal supervision or as a part of a team.

• Residency Status: US Citizen

CERTIFICATIONS:

1. MCITP 2008 (Microsoft Certification ID : 9928869, Enterprise Administrator on Windows Server 2008)

2. Comptia A+ Certified (Comptia Career ID: COMP001007057177)

3. Cisco Certified Network Associate – CCNA (CISCO ID NO. CSCO11265530)

4. Red Hat Certified Technician – RHCT (Certificate Number: 605************)

TECHNICAL SKILLS:

Systems Windows Server & Desktop OS, Red Hat Linux, HP Proliant DL Server, Cisco IOS

Software Trend Anti Virus, Lotus Notes, FTP, Telnet and Microsoft Office 2007/2010

Networking DNS, DHCP, TCP/IP, SNMP, SMTP, BGP, VPN, FTP, T1/DSL, Ethernet/ LAN and Cisco VPN.

WORK EXPERIENCE:

Cervalis LLC June 2010 to Current

Data Center Technician

• Provide initial contact resolution/fulfillment for multiple MSP/IaaS customer environments

• Proactively monitor, investigate, and resolve or escalate incidents throughout entire

• production network, system, application and facility infrastructure

• Microsoft Windows Server Platform bare metal deployment and configuration

• VMware host and VM deployment and configuration

• Assist during high severity incidents in a prescribed, procedural manner, interacting calmly with customers, vendors

and SME’s

• Provide remote/smart hand services to customers in a prompt and courteous manner

• DNS Management

• Basic configuration and troubleshooting of Cisco switches, routers and ASA’s

• Installation, diagnosis and repair of copper and fiber circuit infrastructure cabling

• Installation, diagnosis and repair of HP Proliant G4 G8 server hardware

• Provide shift coverage on a 24x365 basis at any of 3 tri state area datacenter locations

• Ticketing system: Nimsoft Service Desk

Price Waterhouse Coopers (PwC) January 2013 to Feb 2014

Asset Manager

• Acquisition, Tracking of IT hardware and software; this included disposal of firm assets in accordance with audited

policy and procedures.

• Responsible for guiding and executing multiple small ongoing projects or processes, including asset ordering.

US IT Deskside Customer Support

• Provide outstanding local and remote PC support, LAN troubleshooting, support for iPhone & iPads

• Windows XP & 7 Professional operating systems, software installation and configuration

• Manage Active Directory Users, Computers, and Groups

Siemens IT Solutions

IT Helpdesk & Computer Technician January 2009 – June 2010

• Provided helpdesk support for Windows XP and Microsoft Office

• Answered technical questions regarding software products and their requirements within related industries.

• 3+ years experience in a large corporate enterprise IT support environment

• Created and deployed PC images

• Installed and configured network printers

• Installation and configured Windows Server 2003/2008 and Redhat Linux

• Provided smart hands support for Senior Engineers to work on EMC storage hardware

• Ticketing systems: Remedy & Onyx

• Experience managing to customer Service Level Agreements (SLA's)

• Managed backup tapes exports/imports and hand offs to off site pickup.

• Experience supporting remote customers

At Tech Staffing Services, INC. April 2008 – December 2008

Desktop Technical Analyst

Worked on Evonik Degusa project in Parsippany, NJ

• Provide L2/L3 remote end user & on site desktop support with VNC

• Manage Active Directory Users, Computers, and Groups

• Upgraded/installed, maintained, repaired and provided troubleshooting Dell/HP desktops and laptops

• Created and deployed images on new equipment

• Troubleshooting for Windows XP and Windows 7 operating systems

• Troubleshooting for Microsoft Office 2003/2007/2010

• Assisted in analyzing and evaluating hardware/software solutions

• Ticketing system: HP Service Manage

VOLUNTEER WORK:

American Cancer Society – Road to Recovery Program November 2011 Current

EDUCATION:

County College of Morris, Randolph, NJ

Associate Degree in Business Administration & Computer Science (In Progress)

Excellent references available upon request.

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