Customer Service Engineer

Yaman Poudel

*** * ******* **, ******, MA *****

617-***-****, [*******@*******.***]

DESKTOP SUPPORT ENGINEER

Dedicated Desktop Support Engineer with 4+ years of minimal experience in testing, installing, repairing, validating and maintaining a diverse range of hardware, software and peripherals. Prepared for providing quality support and customer service following company’s IT guidelines.

OBJECTIVE

Actively seeking a technical role as Desktop Support Engineer.

TECHNICAL EXPERTISE

* Installation: All kinds of hardware (Branded and non-branded), windows, software, applications and antivirus

* Troubleshooting: Failure identification, desktop/laptop/printer break-fix, servers and workstations management

* Knowledge of running & troubleshooting videoconferencing equipment

* Knowledge of Cisco phone systems, SSL,VPN, Secure ID, Clean Access & McAfee AV.

* Operating Systems: Windows 2003,Vista,XP, 7 & 8, Mc OS 10.6.

* Knowledge of image deployment (Ghost) & Virtualization technology (VM Ware,HyperV)

* Knowledge of Cloud Technologies like Amazon AWS, Google GWS,MS Office 365,etc.

* Knowledge of Storage Systems like RAID arrays, external drives, tape drives,etc.

* Maintain technical documentation of every tasks performed such as client’s issues, vendors,

Etc.

* Maintain system and network level security such as setting up authentication for the users.

* Hands on training with Windows Deployment & Migration Toolkits.

* Document any technical issues that are complex and handling them to senior levels.

* Knowledge of general port infrastructure & basic web development.

* Computer Networks: LAN/WAN/MAN, Cabling, wireless, routers, subnets,

Load balancing, switches, firewalls, VPN, secure Tunnel, etc.

* User Account Management skills such as setting up passwords, creating users & groups.

* Customer Service / CRM

* MS Office Suite, MS Lync 2010 MS Exchange 2010/2013, MS Active Directory, MS SCCM,etc.

* Knowledge of Remote Support: Remote Desktop Services & Remote Control.

* 5 yrs of general idea of above skills.

PROFESSIONAL EXPERIENCE

STATE STREET (01/2015-03/2015)

Quincy,MA

2 Months Contract

Desktop Support Engineer

Provided support to both internal & external clients regarding troubleshooting hardware of different brands, OS(MS DOS,Windows XP/7/8/MacOS ), basic Linux OS commands,software & other technical issues.

Provided excellent customer service by providing overall satisfaction of their IT issues through

A ticketing system called ISM trouble ticketing system for prioritizing the incidents & handling them.

Hands on experience with scripting such as Batch File Processing & Windows Poweshell scripting at basic prerequisite levels.

Provided support for VoIP technologies like Skype, Googlevoice as well as AT & T.

Also provided support for audio-video conferencing equipments like Sony, Panasonic,etc.

Dealt with Windows processes such as Task sequencing, performance monitoring, event viewing,etc.

Maintained technical documentation for various IT activites like system/network monitoring,

Reimaging, Virtualization,Updates,alerts,security enforcements,etc.

Performed Virtualization tasks through VMware, ESX & Hypervisor. Also, utilized Symentac Ghost software to deploy the base image to numerous computers.

Supported mobile devices such as Blackberry, iOS, Android & PDAs by using Mobile Device Management (MDM) system.

Worked with networking fundamentals like: routers, switches, firewalls,LAN,MAN, TCP, IPv4,IPv6, DNS,DHCP, Secure Tunneling, diagnostic utilities like: nslookup, ping, Wireshark,etc.

Used MS Office Suite (MS Office, Excel, Power Point, One Note, Access), MS Office 365,MS Lync 2010 MS Exchange 2010/2013, MS Active Directory, MS Visio 2010, MS SCCM 2012, etc. for providing technical support.

Communicated with clients on their issues by utilizing email clients like Outlook 2010, Lotus notes,etc.

Participated as a team in Windows 7 Migration/upgrade and other assigned IT projects.

Supported & worked for clients on various applications to troubleshoot, configure & repair like Money Control Horizon, Navlert, Altiris, DWS, SQL Server 2008/2010/2012, Oracle; Toad 6.0, Oracle 11gR2, IBM Citrix web interface,AWS, Bomgar,Bloomberg,etc.

Provided remote support to clients using Remote Desktop Services, Remote Control through

VPN connection. Also worked with IBM Citrix and Bomgar.

Helped cut Project costs up to 70% by building strong team bond strategy.

DUNKIN DONUTS (08/2004-01/2015)

Various Locations Within Metro Boston Area

Customer Service Representative

Provided upfront customer service by utilizing POS terminal transactions.

Performed weekly inventory duties.

Participated on Company’s advertisements, promotions & special offers.

Maintained End-Of-The-Day balancing total cash volume.

HOTEL BLUEBIRD (02/2000-07/2004)

Kathmandu,Nepal

Helpdesk/IT

Provided upfront customer service by handling inbound & outbound calls.

Provided basic IT support in relation to guest services such as troubleshooting hardware (Windows 2003,Vista,XP,7, McOS ), software & networking issues like TCP/IP, DNS, Firewall,

Routers, switches,etc.

Received issue & create service incident tickets utilizing Remedy ticketing system.

Provided remote desktop support to end users using Remote Desktop Services & Remote Control by using VPN connection.

Provided related IT functions on daily basis such as: application issues, networking as well as hardware & software ones.

Knowledge of MS Product Suite (Word, Excel, PowerPoint, One Note, etc), Active Directory Management, MS Exchange 2003,etc.

Cooperated with other senior IT personals to solve technical problems.

EDUCATION

High School Degree from Holy Land International Boarding School, Kathmandu, Nepal – 1999

Associate Degree from Siddhartha College, Kathmandu,Nepal-2002

Associates In Computer Science Concentration, Bunker Hill Community College(Enrolled)-2015

Technical Diploma from Millennium Training Institute-2014

South Boston, MA

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