Support Technical

Address: Nachhipur, PO- Taria, VIA- Rajranpur

DIST- Nayagarh, PIN- 752026

Cell No: +91-977*******, +91-882*******

E-mail: ********.***@*****.***

IT Senior Helpdesk Support Analyst

Dear Mr. /Ms.

This letter serves as an application for IT Senior Help Desk Support Analyst and Technical

Support Specialist fields.

In my resume, I have itemized all of the important experience that I have over 11 years Strong

knowledge of Microsoft-based operating systems and doing user support and retail system support,

installations, Microsoft Active Sync, Microsoft Active Directory troubleshooting and configuration

support for client networking environment and Providing 1st/2nd/3rd line support to users, both with

hardware and software. One of my skills is being able to talk to individuals without technical

knowledge in such a way that they can easily grasp what is happening and how we can fix it. The fast

pace of the work is something I enjoy, and obviously never knowing exactly what I will be asked to

do on any given day.

I hope my application will be considered, I am available for interview anytime and I can easily

Contacted with my mobile phone number +918********* /+91-977******* or my email

********.***@*****.*** I look forward to work with you.

Thank you for considering my application for IT Senior System Support Analyst and Technical

Support Specialist fields.

Yours faithfully

Santosh Kumar Barad Mr.

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Santosh Kumar Barad

CONTACT INFORMATION PERSONAL INFORMATION

Postal Address: P.O. Box 2038 Permanent: N6/275, Bhubaneswar, Orissa,

India

Physical Address: Plot 560 Extension 4, Nationality: Indian

Gaborone, Botswana (Southern Africa ) Passport No : G6454452

Date of Birth: 4th April 1983

Office:

Mobile:+91-977*******,91-917******* Gender: Male

E-mail: ********.***@*****.*** Marital Status: Married

I am willing to relocate Botswana Driver

License

OBJECTIVE

.

Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills

within a Technical Support Specialist, Help Desk support and Network Administration role. Works well independently, or in a

group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance, a

broad understanding of computer hardware, retail operating systems, sale and software packages, including installation,

configuration, management, troubleshooting, and support. Skilled in providing Retail Customer and End-User Help Desk

Support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities.

CERTIFICATION

• Microsoft Certified Perfosenal (MCP)

• Microsoft Certified Systems Administrator (MCSA)

• Microsoft Certified Systems Engineer (MCSE)

• Post Graduate Diploma in Computer Application from India (PGDCA)

• Diploma in Multimedia and Designing from India (DIM)

• Bachelor Degree in Arts from Utkal University, India

• Council of higher secondary education .Orissa, from RN collage Deuli, India

• Board of secondary education Orissa, from Baidhar Bidyapitha Taria, India

Key Responsibility Area’s

OVER

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Working with Smith shine Enterprises (Pty) Ltd (Ola ice-Cream, Nature garden and chips, Best nut, Oceanfres, Gatti ice-

cream. Dealership in Botswana. (Southern Africa) as an IT senior system support analyst from December 2013 to 31st July

• Provide technical support on system, network and all the applications installed on the OS.

• Handle User support calls in a timely and accurate manner.

• Maintain problem documentations and their resolution procedures for reference procedures.

• Plan and complete daily assigned tasks within deadlines.

• Maintain confidentiality and security of company documents and Users

• Providing first level technical support to customers.

• Ability to convey technical solutions in a clear and concise manner.

• Installing and configuring computer, Laptops hardware systems and IT software.

• Undertaking analysis, diagnosis and resolution of client problems via phone, e-mail & face to face contact.

• Quickly responding to customer enquiries and concerns.

• Escalating unresolved problems to other support staff.

• Taking ownership of problems and tracking them to a successful conclusion.

• Raising & maintaining incident tickets and problem records.

• Continuously reviewing performance against Service Level Agreements.

• Analysing call logs to spot trends and underlying issues.

• Producing documentation and reports to a high standard.

• Testing and evaluating new technology.

• Setting up new users' accounts and profiles and dealing with password issues.

• Monitoring IT network to ensure availability to all users

• Support Sap, Pastel, LANs, WANs, network segments, Internet, and intranet systems.

• Maintain network servers such as file servers, VPN gateways, and intrusion detection systems.

• Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants,

smart phones, software deployment, security updates and patches.

• Retail systems Support - Hardware and software.

• Strong knowledge of Windows server/client operating systems, PC hardware and local area networking.

• Excellent customer service and interpersonal skills, Customize and configure System Application modules

• Managing the Technical Division of the company

Podder Investments (Pty) Ltd (Mascom, Orange, Global, BTC and Be-mobile largest Dealership in Botswana. (Southern Africa)

as an IT System Administrator and Sales Support from Jun 2011 to November 2013

• Good understanding of business process flows and how the systems support them. Ability to apply existing

solution pattern to slightly different problems as it relates interdependencies/interactions among system

components and how things work end to end to support the business.

• Monitoring Computer generated checklists both manually & in the Computer database.

• Developing and maintaining knowledge of all retail software installed in our current client base

• Troubleshooting and repairing software and hardware issues

• Performs other duties as assigned.

• Microsoft Active Sync.

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• Good understanding of Microsoft Active Directory.

• Hands-on experience of using Exchange, Webmail and Remote Desktop

• Provide troubleshooting and configuration support for client desktop and networking environment.

• Working on Active Directory accounts, configuration of Blackberry’s, & laptops.

• Providing technical support via helpdesk systems for a wide range of internal & external applications.

• Responsible for supporting: Windows XP/Vista/Windows 7/ Office 2003 and 2007, Windows Server, Small

Business Server 2003/2008, Active Directory Management Exchange 2003/2007, Blackberry, Pastel, Sap

Ultisales, Server/Windows Mobile, Backup products, Anti-Virus products, DNS/DHCP, TCP/IP, Ethernet,

• wireless router and Firewall Configuration

• Manages user accounts, rights, and security for retail domain.

• Troubleshooting PC’s, laptops and mobile devices.

• Providing 1st/2nd/3rd line support to users.

• Supporting users and network administrators over the telephone and by email.

• Ability to be clear & concise when explaining technical procedures to customers.

• Manage the Day-to-Day overall functions consisting of depth knowledge and practical experience in Pastel

Accounts Package

• Strong knowledge of Microsoft-based operating systems (2000, XP, Vista, Windows7,Windows8)

May 2008 – March 2011 Technical Support Specialist, Help Desk support and Network Administration

Post: IT System Engineer / Help Desk support

Information Technology System Administrator. United Nations Development Programme (UNDP) including UNFPA,

UNHCR, UNAIDS, UNDSS, UNDPA, UNV, UNPE), Gaborone, Botswana. (Southern Africa)May2008 – March 2011

• 1st, 2nd and 3rd level hardware/software Help Desk support to 570 end users in a Law Firm environment

• Contract for Chevron assisting in the migration from Windows XP to Vista

• Migrated user data from old hardware to new hardware

• Desk side support for immediate needs and escalated issues as necessary

• Dell, Compaq, HP, IBM, Panasonic, Outlook/Exchange Server

• Managing the Technical Division of the company

• Train Desktop, Helpdesk, End-Users & Managers to use/support hardware/software

• Staged hardware for daily deployments

• Supported persons both locally and remotely

• Unlocked Active Directory and third party accounts

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• Used remote assistance program, Desktop Authority

• Assist and resolve with help desk troubleshooting with local and remote users

• Add and remove accounts from local active directory

• Provide preliminary help desk assistance to prospective clients over the phone

• Managed the entire IT infrastructure

• Review and Introduction of new products and plans

• Applications and Utilities: Verities back up, MS-OFFICE, Pastel; Tally accounting, Access control system

Miscellaneous: _ Maintenance, troubleshooting and repairs of PC Hardware and Photocopiers.

• Standardization of Service level management system

• Configured and performed troubleshooting

• Maintained WAN and VPN connectivity between the U.S and Botswana

• Server support for UNHCR Novel Netware

• Internet and online based problems

• Handling all the users queries

• Complains and solving that in the required time

• Excellent verbal/written communication skills

• Work well independently or as part of team

• Familiar with pc and Laptops configuration and repair

• Adept at hardware/software maintenance

IT Customer Technical Support Manager. Cyber Tech Technologies Ltd, Orissa Bhubaneswar, India. March 2003 –

April 2008

• Retail PC- based hardware/software knowledge,

• Excellent communication and negotiation skills to set and meet deadlines on technical aspects of projects

• Experience with retail and Ecommerce highly desirable.

• Experience with general retail systems; point-of-sale system experience, preferred

• Solid working knowledge of PC hardware and all Microsoft/Windows operating system platforms

• Assembled and installed a wide array of computer systems, workstations, and peripheral hardware

• Hardware and software installations and provided high-level customer technical support

• Operating Systems: Windows 2000 Professional, Windows 2000/2003 Server

• Windows NT Server & Workstation

• Troubleshooted and resolved desktop support issues

• Configured and installed new Microsoft and Macintosh systems

• Maintained the up to date operating procedures inside the IT department

• Performed off hour help desk support

• Created user accounts and managed access control of desktop and Network applications

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• Worked with hardware and software dealers to confirm well-timed product delivery

• Maintained hardware and software record

• Windows 9x/ME/XP

REFERENCES

Troubleshooting the Microsoft Office suite of applications (Outlook, Word, Excel, PowerPoint - versions to 2003)

C.M Suri Mr. Vikas Mehta

Smithshine Director Smithshine manager

Email: ******@**********.**.** Email:*****@**********.**.**

Tel: +267******** Tel: +267-********

Land: +267******* Land: +267-*******

Ranjit Paul Sunil Paul

Podder Director Podder Director

Tel: +267-******* Tel: +267-*******

Email: ******@*******.** Email: ******@*******.**

Victor Burzlaff Kelebogile Dikole

UNDP IT Manager UNDP Operation manager

Tel: +267-******* Tel: +267-*******

Mobile: +267-******** Email: **********.******@****.***

Email: ******.********@****.***

Himansu Sahu

Cyber Tech Director

Tel: +91 2360795 / 2360923

Mobile: +91-933*******

Email: **************@*****.***

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