Desktop Support

SONALI GANDHI

**** ***** **., ***#*, San Jose, CA 95117.

Ph.: 408-***-**** Email: *************@*****.***

OBJECTIVE

Seeking the position in IT industry, which allows me to work in a challenging & dynamic environment keep adding

value to myself and simultaneously contribute towards the growth and success of the organization.

EDUCATION

R.C.E.W., Rajasthan Technical University, India.

Bachelors in Electronics & Communication Engineering (06/2010)

Relevant Coursework: Computer Networks, Optical Communications, Signal & Systems, Digital Signal

Processing, Wireless Communications, Probability & Random Variables, Object Oriented Programming, Digital

Communications.

PROJECTS UNDERTAKEN

Minor project on AUTOMATIC RAILWAY CROSSING during final year.

Major project on WATER LEVEL CONTROL SYSTEM using EMBEDDED SYSTEM.

Attended workshop on ROBOTICS from MITBOTS IIT-ALUMNI.

Attended a seminar by Mr. A.P.J. ABDUL KALAM (Ex. President of India) in our college National level

technical festival and workshop by Mr. C.Mohan (Chairman of IBM) and Mr.Suhas Gopinath.

RELEVANT EXPERIENCE

IT Analyst, Accenture, India. (04/2012 – 09/2013)

Provided Application support, troubleshooting network related issues, support for software & hardware

issues and took appropriate action for resolution ensuring data/system integrity.

Worked based on ITIL processes including Service Desk Support Structure, SLA, Incident, Problem,

Change and Release Management.

Escalation of tickets to the concerned teams if required and ensure critical and high priority incidents are

resolved within agreed SLAs.

Apart from the responsibilities listed above the profile also included mentoring new hires a nd providing

floor support to them by sharing process knowledge on the calls and sometimes off calls as needed.

Technical Support Officer, HCL Technologies, India. (07/2010 – 10/2010)

Worked on the AT&T project where 24/7 support was given to the clients all around the globe through

Remote Desktop.

Responsible to provide Desktop and network level support including testing and troubleshooting.

SKILLS

CCNA- Cisco Certified Network Associate.

Network Management: Access lists, IP Address Management, VLAN assignment, Cisco Packet Tracer.

Software & Protocols: Cisco Packet Tracer, C, PYTHON, OSPF, RIP, EIGRP, ping, TCP/IP, DNS, VTP .

Operating systems: Windows 7, Vista, XP, Mac OS.

Sound functional knowledge on Microsoft office tools.

Proven ability to build strong customer/client relationships.

Exceptional leadership, organizational, oral/written communication, interpersonal, analytical, and problem

resolution skills.

Self-starter and able to work well independently and in a team.

Work Authorization: Permanent Resident of U.S.A. (Green Card holder).

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