Software Information Technology
Resume:
Arun Bousri
**-** **** ******, ***-*R Mobile: (646) 387-
2734
East Elmhurst, New York, 11370
Email: ****.*******@*******.***
Objective
Seeking for a position in the technology field that provides me an
opportunity to contribute my educational skills, background and abilities
for the advancement of company
Work Experience
UNICEF New York, NY
Desktop support/ Helpdesk Analyst April 2011 - April
2014
. Ongoing Hardware Support - Resolve hardware incidents reported
for personal computers, laptop/notebook computers, printers,
scanners and other peripherals
. Ongoing Software Support - Resolve software incidents, reported
regarding operating systems, office applications, Lotus Notes,
Outlook and other UNICEF Standard applications Setup, configure
and deploy computers and mobile devices to end users.
. Coordinate with other organizational units on issues that affect
desktop administration and configuration and establish
procedures to monitor all personal computers running the
UNICEF's standard image.
. Answer telephone calls, ensuring that all incidents/queries are
recorded and provide first time resolution.
. Assist walk-in users and record incidents and action taken.
. Support roll out and implementation of system
. Check incoming information (service calls, e-mails, e-forms, dbs
and other resources) and ensure all incidents are registered.
. Provide a single point of contact for end users to receive
support and maintenance within the organization's desktop
computing environment
. Set-up, configure and troubleshoot laptops used with docking
stations
. Loading of UNICEF's standard operating systems and applications
software onto computers
. Installing, diagnosing, repairing, maintaining and upgrading all
PC hardware and equipment to ensure optimal workstation
performance
. Appropriately dispatch service calls, in timely manner to the
corrected groups.
. Liaise with computer Focal Points and Field Office IT staff on
resolution of common incidents/issues.
. Work with 3rd Line Support (Business and Technical) to identify
correct procedures and solutions in timely manner.
. Troubleshoot problem areas (in person, by telephone, or via
email) in a timely and accurate fashion, and provide end-user
assistance where required
. Supporting 1400 end-users with in New York office.
. Distribute and record upgrades, patches and fixes
. Support project roll outs and implementation of new processes.
. Provided Tier 2 hardware/software support for multiple users
. Perform Disk /File Management tasks (ftp, Helpdesk e-mails
&Mirrors accounts etc.)
. Managed the updates and repairs of multiple printer, fax and
copier
. Supported local and remote user needs, requests, and issues
. Tracking computer equipment warranty and non-warranty status
information to ensure equipment still under warranty is serviced
only by the vendor
. Perform any other relevant duties requested by supervisors
. Help the users in issues related to VPN when they work from home
.
Personal Communication Centre/Cell Hub NewYork, NY
Junior System Administrator September 2009 to April
2011
. Installed, upgraded and supported Windows Operating and Mobile
Systems on regular basis
. Installed and maintained various standard software as per user
requirement
. Managed the updates and repairs of multiple printer, fax and
copier
. Provided Tier 2 hardware/software support for multiple users
. Diagnosed equipment technical problems, repaired and coordinated
repair with vendors
. Performed and monitored system backups, workstation updates,
software patches, etc.
. Fielded IT help desk calls and entered, escalated and closed
help desk tickets
. Supported local and remote user needs, requests, and issues
. Provided 1st, 2nd level IT assistance to client users
. Resolve computer problems including viruses, slow performance
and errors, software installation and configuration
. Troubleshoot network connectivity issues
. Responsible for the maintenance and sending reports for all the
users from the pay clock to HR and other respective departments
. Ports opening as per requirements of the company
. Helped the company in setting up the call centre and set up
workstation up to 20
. Upgrade the T1 line 3mg to 10 mg for the company
. Installed 40mg fiber optics in the company
. Worked on exchange 2003 like setting email account for users,
delete account, email forwarding
. Worked on pix 515e firewall
. Support and maintain users account information including rights,
security and systems groups in active directory
. Help the company in setting up 5-10 computer under citrix
environment.
HCL Technology Ltd Noida, India
Information Technology Help Desk September 2008 to
May 2009
. Answer and document all calls took appropriate steps to resolve
issues.
. Responsible for printer troubleshooting and maintenance
. In charge of wireless connectivity troubleshooting.
. Provide effective customer support, team and organizational
skills as well as the ability to multitask have been essential
in this current position.
. Resolve user's issue through remote access.
. Support and maintain users account information including rights,
security and systems groups in active directory and set up end
user's account in outlook exchange.
. Assist the end -users in resolving diverse hardware and software
issues. Ensured quick resolution of user concerns and work with
senior helpdesk for more complicated issues.
Technical Skills
Certification Microsoft certified professional-MCP . Cisco
Certified Network Associate-CCNA
Software MS Office Suite (Word, PowerPoint, Excel, Access,
Outlook,) Adobe Reader . FTP .
. Telnet . Adobe Acrobat .Televantage .Topaz.
Remedy Service manager. Citrix &VPN
Network/Protocol DHCP . DNS . LAN . TCP/IP
Operating System Windows Server 2000/2003 . Window
XP/Vista/7/Mac Os
Education
MBA in Information Technology, Symbiosis University, and Pune, India
Graduation Date: 2009
Bachelor of Commerce, University of Delhi, and Delhi, India
Graduation Date: 2005
References Provided upon request.
Contact this candidate