Customer Service Active Directory

Darshan Shah

**** ***** **, ****** ******, N.Y. . Cell: 917-***-****

E-mail: *****.***@*****.*** . LinkedIn: www.linkedin.com/darshanshah

SUMMARY:

. Certified CompTIA A+ Help Desk/Service Desk/Desktop Support Analyst with

2 years of solid experience and strong background in windows support and

in networking support.

. Eight years of experience in customer service, in addition to 4 years of

strong leadership and organizational qualities.

. Supported 70000+ end users by troubleshooting complex issues, and by

getting the task done in timely manner.

. Experience with supporting Networking, MS Exchange, MS Outlook, and MS

Office products.

. Experience Supporting Antivirus software, Active Directory, and VMware.

. Good expertise in TCP/IP and Active Directory and Network Connectivity

support.

. Goal oriented, reliable and hardworking professional with strong

technical knowledge and interpersonal skills.

. Active Directory, NTFS permissions, backup, storage recovery procedures,

disk management; OS and application updates, antivirus solutions.

. Install Windows XP Professional, Windows 7 Enterprise, and Windows 8.

. Migrate Windows 7; install, configure, and administer MS Office.

. Install Windows Server 2008; create and administer user and group

accounts; administer file and print services.

. Install/configure DHCP, DNS, Active Directory, and SharePoint Services.

. Build PCs; repair/install hardware parts for desktops, laptops, mobile

devices and printers.

. Install/configure MS Office Applications 2010/2007 and various software

programs.

. Install, migrate, and upgrade to Windows 7/XP.

. Manage user profiles; migrate user profile data using Windows Easy

Transfer and USMT.

. Analyze/fix a wide range of hardware and software errors using Command

Lines.

. Setup/troubleshoot Internet connections.

. Shared resources, mapping drives, managing folders and apply file access

permissions.

. Create/modify Windows images using ImageX, DISM and Ghosting software.

. Manage applications by using AppLocker and software restriction policies.

. Setup/apply recovery agent for BitLocker and BitLocker to Go.

. Setup group policies. Deploy an operating system using RIS or WDS.

TECHNICAL SKILLS:

Databases: Basic SQL

Software: PeopleSoft

O/S: Windows XP, Windows 7, Windows 8

EXPERIENCE:

UBS Financial Services Inc, Weehawken, NJ

4/2013 - Current

Client Resolution Specialist - Tech Support

. Receive inbound calls from internal users (70000+) for their

technological needs

. Support users with Thomson1, VMWare, Outlook, Blackberry and

hardware

issues

. Transfer other received calls on non-tech related to the designated

departments

. Support and configure wireless connectivity

. Support network connectivity issues at desktop level1

. Attend company's group meetings to stay up to date with new

implemented

. features

. Support company's mobile applications such as GOOD FOR ENTERPRISE

and FAMOBILE

. Support in installing personal and network printers.

. Log all calls details into the company's ticketing system

. Review open tickets daily. Follow up on open tickets with 2nd level

team

Legal Services, New York, NY

1/2013-3/2013

Tech Support Intern

. Assisted helpdesk staff with support request and

task from end users (500+) in a Microsoft Windows

and

Dell environment

. Provided onsite support for hardware or software

issues including new equipment setup

. Experience with Active Directory administration

. Assisted with Deployment of Windows 7 and Office

2010

Morgan Securities, New York, N.Y.

2011 -2012

Customer Relations Specialist

. Assisted senior brokers by answering product and process related

questions

posed by clients

. Observed stocks and the money market and reported findings to broker on

market trends, changes and stock prizes

. Created and built relationships with investment clients through regular

telephone consultations and email correspondence

. Researched information about the market in foreign equities, securities,

and

government bonds

FroYo, Frozen yogurt, Middlesex, N.J.

Assistant Manager

2010 - 2011

. Managed Inventory by securing enough stock was available while assuring

perishables were not overstocked

. Marketed merchandise by studying advertising, sales promotion, and

display

plans and generated financial statements at end of day

. Supervised, scheduled and trained staff

SRP Enterprise Ltd, New York, N.Y.

2007 - 2010

Travel Sales Representative

. Generated and develop new customer accounts to increase revenue, by

cold-calling and e-mail marketing

. Arranged all type of domestic and international travel, from hotel and

resort

Accommodations to air and ground transportation, including car

rental needs

and tour packages

. Obtained and verified personal information including credit card details

. Built relationships with clients to learn personal interests and

lifestyles and their

dispositions

EDUCATION:

Per Scholas Institute for Technology, Bronx, N.Y.

May 2013

Computer Technician Training - A comprehensive I.T. curriculum,

incorporating a unique blend of formal instruction and hands-on activities,

in a real-world working environment

College of Staten Island, Staten Island, N.Y.

April 2006

Bachelor of Business Administration: Major: Accounting

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