Manager Support

Chirag Patel

**** ******** ********, ***# *, Dunwoody, GA 30338

Phone: 714-***-****

eMail: *********@*****.***

OBJECTIVE: Acquiring challenging position as System Support with

information technology arena, where I can use my education,

skills, knowledge, and experience to resolve conflicts in

hardware, software, networking and database area to become a

successful System Administrator

PROFESSIONAL EXPERIENCE:

10-2013 - 05-2014 SunTrust Bank, Inc. Atlanta, GA

Citrix Support Technician

. Over watch trouble ticket system to be sure that all tickets are

distributed, answered and updated and closed on timely manner.

. Supported in house and remote users with Citrix related issues

. Monitored user's connectivity issues and troubleshoot hang sessions

issues

. Supported XenApp Desktop and Virtual Desktop

. Install, maintain including updates and applying patches, troubleshoot

applications

. Support 24/7 operation and end user support via phone call or shadow

sessions

. Create installation documentation for department and future engineers

06-2013 - 09-2013 McCalla Raymer, LLC Atlanta, GA

System Administrator

. Lead in providing in house and remote employees and lawyers tier 3 level

support

. Over watch trouble ticket system to be sure that all tickets are

distributed, answered and updated and closed on timely manner.

. Lead in providing VMWare server support, creating new VM Servers, Restart

VM Server

. Lead the projects of creating Windows 7 Pro and Windows Thin PC image

. Lead the project to update over 300 computers with Windows 7 Pro and

Windows Thin PC image

. Created documentation with screen shots and uploaded on SharePoint

. Took in charge of scanner upgrade and lade the team of six to complete

the upgrades

. Responsible to implement new ticket system and cross train other team

members, Helpdesk Staff and end users - from Spice Works to Gemini

Systems.

. Improved service quality and trouble ticket closing time across the

helpdesk department

. Network equipment upgrade for remote sites

04-2012 - 03-2013 HealthDataInsights Las Vegas, NV

Sr. Helpdesk Analyst - Tier 2 and 3

. Lead on providing Citrix support of level 3 tier

. Managed refreshed project from Windows XP to Windows 7 Pro. Created

image of Windows 7 Pro (x86 and x64) per department and over watched

successful deployment process. Managed Citrix XenApp 6.5 refresh

projects with user profiles

. Work with Windows updates, server updates projects. Lead on creating WSUS

and Print server in VMWare environment.

. Lead on providing Citrix support to all users with their profile issues,

account lock out, session release and shared folder access.

. Report to department heads, keep them updated during outages and maintain

communication flow between Helpdesk, IT department and other departments

06-2007 - 01-2012 PCVMurcor, Inc. Pomona, CA

Systems Support / Helpdesk - Tier 1, 2 and 3 (Jr. Administrator)

. Over watch trouble ticket system to be sure that all tickets are

distributed, answered and updated and closed on timely manner

. Provided technical support to all in house and remote users single

handedly (over 250 users)

. Lead and managed refreshed project to updated all computers to Windows XP

Professional x86 bit OS

. Support end users by maintaining functionality of their personal

computer, mobile devices and other hardware. Support end users by

restoring/maintaining functionality of and access to supported software

applications

. Administer Windows Active director for GOP, Permissions, Security and

Mailbox rights

. Supported and documented basic network services like DHCP, DNS in Active

Directory environment

. Manage and push out all windows updates on server and on work stations

via WSUS Installing hardware, assembling and installing components to SAN

Box

. Maintain inventory, monitor and analyze store space, network - mainly

monitor resource usage on server and plan to upgrade hardware based on

necessary

. Organize, optimize and documented IT Infrastructure

. CICSO CMCU, VOIP Phones, CallRex, Call Agent Desktop and Call Manager

maintain, setup users, change profiles, creating groups and develop call

center environment.

. Create documentation on various troubleshooting issues, creating

instructions, manuals, spread sheets, PDF files and post it on SharePoint

. Installing hardware to BCM 7000 Nortel IP Phone switch for VOIP

. Assisted to optimize data center backup process and activity. Played

important part in success of DR (Disaster Recovery) project

. Run regular Microsoft updates and patches, Norton Symantec updates, virus

checks and push them out

. Provide remote assistance via VNC to resolve issues with BPO and VMS

systems

04-2003 - 05-2007 ADP, Inc. La Palma, CA

PC Support Specialist, Tier 1 and Tier 2

. Support ADP Payroll Software - PCPW for Windows, Report Smith, Centura

SQL Base Server, Oracle Server and Hosted Citrix Clients in a call center

environment with Tier 1 and Tier 2 support

. Trouble shoot software, hardware communication errors on client side

. Help clients upload - download file through Citrix server

. Support Web based Payroll application - PayeX.

. Worked as Second Level Tech support (Resolution Team) to troubleshoot ADP

PCPW and PayeX software

EDUCATION:

10-2004 - 02-2005 Cal Poly Pomona University

Pomona, CA

Oracle 10g - PL/SQL - Database Administrator Certification

AWARDS:

. ADP: Shining Star award for excellent Technical Support in Year 2006

. PCVMURCOR: Nominated four times to be Employee of the month

. PCVMURCOR: Employee Of The Month - September 2009

. HealthDataInsights: Most Valuable Team Player - 2012 & 2013

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