Technical Support Help Desk

Gagan "bobby" d. singh

OBJECTIVE

Experienced and knowledgeable Information Technology Professional seeking to

contribute training and acquired skills within a Technical Support Representative

and/or Help Desk role while allowing personal growth and advancement.

EDUCATION

Physical Education, Bachelor of Science August 1983- May 1994

University of Louisville, Louisville, Kentucky

GPA 3.5/4.0

Studies focused in Health Promotions with main concentration in Nutrition, Exercise

Physiology, Exercise Science/Sports Medicine, Human Anatomy and Physiology classes.

Network and Information System August 1999-May, 2005

Jefferson Community College, Southwest, Louisville, Kentucky

GPA 3.58/4.0

Studies focused in Networking Technologies with main concentration in Cisco routers

and switches, Network topologies, OSI model, TCP/IP, Software and Hardware

Installations, Microsoft Windows 2000 servers classes amounting to over 100 Credit

hours. At Present, studying independently for SAN Certification.

EXPERIENCE

Brook source Staffing

May, 2014 - June, 2014

University of Louisville Physicians Help Analyst

Played a key role in migrating University of Louisville Physicians, Residents, and

Hospital staff to new domain.

Used Active directory tools to administer membership privileges, logons and security.

Performed troubleshooting with Citrix related applications such as, Centricity

Business, Allscripts, Microsoft Outlook, Printing and scannng applications as it

related to provisioning and connectivity.

Used Kace ticketing system to followup with users, and keep track of their issues.

Escalated tickets to the next tier of support for more complex issues.

CSS Help Desk Analyst

KForce/Humana Healthcare July,

2011-September,2011

Provided computer help desk support via telephone communications with end-users.

Performed diagnostics and troubleshooting of system issues, Documented Ca Service desk

tickets/resolutions.

Assigned tickets to Second level support as needed.

Used remote desktop tools, such as, Bomgar to connect in with the users, and performed

maintenance of a variety of Humana specific and Microsoft applications.

Application Support Analyst March 21,

2011-June, 2011

KForce/Kindred healthcare, Louisville, KY

Provided daily support and maintenance of Kindred Healthcare specific applications to

end users.

Worked with Hospital and Nursing applications (Meditech, HPAS, and intelliorder).

Became accustomed to a fast paced work environment and multitasking.

Provided computer help desk support via telephone communications with end-users.

Documented help desk tickets/resolutions.

Hardware/Software Support Analyst February 2007-March 2014

Aziz Computer Services, Louisville, Kentucky

Worked in a fast paced environment as an Independent Contractor.

Tracked and kept records of time spent on projects.

Processed orders for custom computer builds; for both residential and commercial

clients.

Performed software updates and upgrades on older pc models.

Performed occasional computer repairs.

Did setup and support wired and wireless networks.

Provided support for issues through several remote connection platforms such as: VNC,

PC anywhere and Goto-My-PC.

Diagnosed and resolved Microsoft Windows issues pertaining to Windows XP, Vista,

Windows 2000 and Windows 7.

Utilized Control panel tools to install or remove various programs.

Resolved connectivity issues through the use of network connection function in

Windows.

Partitioned Disks, and installed multiple operating systems with the help of

administrative tools and computer management.

Utilized Safe Mode to diagnose and troubleshoot various issues pertaining to software

and network.

Used Regedit to remove remnants of certain uninstalled programs that interfered with

the proper function of other software.

Help Desk Analyst September,

2008-December, 2008

V Soft Consulting/ Almost Family Caretenders, Louisville, Kentucky

Worked on a temporary contract through V Soft Consulting group for Almost Family

Caretenders.

Provided problem resolution telephone and email support for all corporate users of

computer software, hardware, peripherals and networks.

Created and maintained users, directory structures, security rights and printer

configurations.

Installed applications software on the networks, and maintained network documentation.

Accurately recorded all calls and activities in a tracking system.

Escalated certain issues to Tier II analysts or desktop support team as needed.

Service Desk Analyst December 2007 - April

2008

Solomon Page LLC/Marsh and McLennan (MMC) Louisville, Kentucky

Worked on a temporary contract through Solomon Page LLC based in New York for Marsh

and Mclennan (MMC) which is located in Louisville, Kentucky.

Provided Support for 50,000 plus global colleagues on 950 Proprietary applications

such as, Exchange, Oracle, Citrix, and Domino Servers as they pertain to Lotus Notes

and Sametime Connect.

Took incoming calls in a queue environment and documented each call thoroughly to

assist with future calls from the same colleague(s).

Incorporated the use of CA (Computer Associates) ticketing system for the purpose of

call documenting and ticket resolution.

Technical Support Representative December 2001 - March 2007

Charter Communications, Louisville, Kentucky

Provided technical support for all Northeast and Southeast division customer base.

Diagnosed and resolved cable modem connectivity issues via telephone within an average

of 8 minutes.

Diagnosed and resolved connectivity issues with the home wireless networks and helped

customers enter security encryptions.

Utilized various networking tools for trending and reporting outages to Network

Operations Center.

Performed trace routes to identify slow speeds and network problems pertaining to the

head end and backbone.

Diagnosed and resolved issues with Charter High Speed Security Suite and addressed

questions about proper configuration of the program to allow VPN support, and to

prevent potential security threats.

Dear Hiring Manager,

I am writing to you because I believe my training, experience, and proven

ability as a Tier One Technical Support Specialist and Help Desk Technician

will allow me to make significant contributions to your operations.

In reviewing the attached resume, you will note that I have acquired

valuable experience in all facets of troubleshooting, installations, and

maintenance for various desktop operations, hardware, and software. I

possess a unique talent for delivering highly complex technical information

into terms and concepts that the end users can readily grasp. Furthermore,

I am multi-task oriented, enjoy a challenge, and continually stay abreast

of the latest advancements in the IT field.

I have hands on training in Network appliances such as FAS 2000, 3000 and

6000 series pertaining to new builds, break fixes, and high level software

and firmware upgrades.

If you are seeking an IT professional who has excellent people and problem

solving skills and can easily provide optimum support to your operations,

then please consider what I have to offer.

I believe it would be mutually beneficial for us to meet and discuss the

goals of your company and how my technical abilities can help you achieve

those goals. I will call your office in a few days to inquire about the

possibility of a meeting.

Best Regards,

Bobby Singh (Gagan D)

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