Support Technical

SASI MAILVAGANAM

**** ********* ****, *********** ** L5R-0A6

Cell: 647-***-**** aco7af@r.postjobfree.com

CAREER OBJECTIVE:

Looking for a challenging position like Desktop Support Technician in

the reputed Organization with a view to use my wide experience for the

benefit of the organization.

PROFILE SUMMARY:

Solutions-focused, team oriented Desktop Tech Support specialist with

broad-based hands-on-experience in successfully resolving technical

issues with desktop users that includes installation, configuration

and troubleshooting. Good knowledge of current desktop, laptop and

operating systems and firm wide standard applications and utilities.

QUALIFICATIONS

. Possess a valid industry A+ certification

. Expert in LAN/WAN, internet, intranet, web-portal, PC hardware & software

support, configuration and administration

. Excellent knowledge in TCP/IP, DHCP, DNS, WINS, WAP, HTTP, IIS

. Experienced in servicing dell, Lexmark, canon printers, photocopiers and

faxes

. Immense ability to discover, diagnose and correct network performance

problems and failures.

. Performed upgrades, software installation, Device drivers installation,

and provided essential desktop troubleshooting

. Deployed updates, service packs and hot fixes using windows update

. In-depth understanding of computers, mobile devices, networking,

software, and system architecture

. Deep familiarity with Data communications hardware/software, including

routers, switches and firewalls.

. Superior communication skills. Able to build strong working

relationships with coworkers.

TECHNICAL EXPERTISE

Operating System Skills:

Windows 2000 /XP /2003 Server /Vista/ Windows 7/Mac

Software Skills:

MS Office Suite 2000/2003/2007/2010/2013/365 (Incuding MS Publisher

and MS Access); Symantec Ghost, Symantec PC Anywhere, Mcafee

Antvirus, AutoCAD 2008, Winfax Pro, Citrix Metaframe, VPN (F5, IPass),

Adobe suite, Lotus Notes 6, Norton Internet Security, MacAfee, Tivoli,

MS Office Communicator, and Sun Star Office 8, Remedy Ticketing

software

Hardware Skills:

Intel/AMD based HP/Compaq/IBM/Lenovo/Dell, Laptops & Desktops, Cisco

Switches, Routers, Printers, Dell, HP, and Lexmark.

Protocol Skills:

TCP/IP, WAP, SMTP, POP3, IPX/SPX, HTML, HTTP, FTP, TELNET, VLAN

PROFESSIONAL WORK EXPERIENCE

Technical Support (IT)

Jan 2015 - Present

Specialty Health Network (Shoppers Drug Mart), Mississauga

Worked with the team and Managed various areas of support included account

provision, email, and window installation, configuration, and upgrade

issues

Key Responsibilities:

. Provided Active directory Support - Add/Delete/Modify Users accounts

and rights using win 2008

. Configured AVAYA and Cisco VPN and provided remote access to the patient

contact center network

. Scheduled the system backup daily and weekly basis

. Assigned user rights and permission, disabling and enabling accounts,

file and folder permissions and configuring security templates as per need

. Resolved user problem remotely using Remote Desktop connection, Team

viewer and VNC viewer

. Deployed AutoIt automation scripting language tool to do the Windows 7

image

. Break fix on HP laptop and desktops, Lenovo Laptops, Lexmark and HP

printers

. Used remedy ticketing tool to keep update of user's problem and routed to

appropriate IT group when further action required by another IT analyst

. Installed and maintained desktop, laptop, printer, mobile devices and

Avaya phone system

. Performed IT support with day to day computer problems such as email,

printers, network drives, MS word, Domain logons, internet issues, network

related issues for users with win 7

. Migrated desktop and laptop from windows 7 to windows 8 and 10 and

updated related software

. Used Norton Ghost to image windows with applications to install on

desktops

Technical Field Support Specialist Aug 2012 - Oct 2014

VON Canada Inc. London, ON

Functioned as a Desktop team to manage and respond IT related problems to

end users.

Key Responsibilities:

. Installed, configured, troubleshot peripheral devices such as scanners

and printers (HP, Xerox, and Cannon), expansion cards, hubs, and NICs

. Troubleshot AutoCAD problems, setting up menus, restored AutoCAD files

. Installed windows XP, configured applications, such as word 2007,

outlook, SAP client, SMS client configuration; improved 80% of users

productivity

. Used remedy to create or update, or escalate the ticket of user's

problem

. Resolved all the LAN and Internet outage problems through phone and

onsite; increased 80% of users' productivity

. Used US Defense sanitization software to wipe old desktop and laptop hard

drives before disposal

. Administered Active Directory on Windows 2003 such as creating user

accounts, setting up user profiles, password resets, disable/enable

accounts, giving security permissions, adding in groups

. Helped users to folder sharing, Printer Mapping, Adding printers in AD,

configuring System Policies, creating Hardware Profiles

. Installed and configured RAID 1 (mirroring) on dell power edge server to

run win 2003

. Resolved all the break/fix issues with laptop, desktop, printers, etc

. Assisted users with Blackberry (Activation, configure to receive email,

installed desktop manager to synchronize with desktops, used BESTONE to

identify the problems)

Desktop Support Analyst July 2011 - July 2012

Trillium Health Center Inc. Mississauga, ON

Worked in a Team to support the desktops, laptops, and network issues to

the end users

Key Responsibilities:

. Provided Active directory Support - Add/Delete/Modify Users accounts and

rights using win 2003

. Performed IT support with day to day computer problems such as email,

printers, network drives, ms word, Domain logons, internet issues, network

related issues for users with win XP

. Pushed applications through SMS, Installed other applications manually on

the client computers

. Performed data back ups using VERITAS from the file server to tape

. Provided Tier 2 technical support for all IBM and Dell desktop, and

laptops over the phone; improved 80% of users productivity

. Configured Cisco VPN on laptops; provided remote access to the hospital's

network

. Installed and troubleshot hospital's system applications such as HRIS,

Visual Pack, etc

. Performed hardware troubleshooting, local system upgrades, imaging, etc.

. Documented and kept updated of technical problems and resolution for the

team

. Provided technical support to users on the organization's networks and

acted as a resource for all network related problems, escalated to the our

business partners or vendors if necessary

. Traveled onsite to assist with hardware/software break-fix issues and

system upgrades

. Assigned user rights and permission, disabling and enabling accounts,

file and folder permissions and configuring security templates as per need

. Break fix on HP laptop and desktops, Toshiba Laptops, Lexmark printers

PROFESSIONAL DEVELOPMENT

Anna University, Madras, India Sep 2002 - Apr 2006

Information Technology Degree

. Networking Concepts, TCP/IP concepts, UNIX, ERP, E- Commerce

. How this works (DNS, WINS, DHCP, VPN, Firewall, Switches, routers, )

. Assembly language, C++, Java, Perl, SQL, HTML, Data structure, Machine

Structure

. Information system analysis and design, Information Management Systems

. Web conferencing technologies (Audio and Video), Internet Tools,

Introduction to VOIP

Core Mind Technologies Pvt. Ltd., Madras, IN

Sep 2006 - Apr 2008

Desktop Support Management Diploma

. A+ - Comptia PC technician Certification

. SAP Certified Technology Associate - System Administration (Oracle DB)

with SAP NetWeaver 7.02

References AVAILABLE UPON REQUEST

Contact this candidate