Technical Support Active Directory

AMIT KUMAR KASHYAP, ITIL

** ********* *****, *******, *******

416-***-**** ****.*********@*****.***

TECHNICAL SUPPORT ANALYST

Tier 1 Help Lines Technical Support User Training Calls Auditing

ITIL certified professional with 2+ years of experience providing technical support

Effectively applied analytical skills to tackle and troubleshoot hardware and software technical issues

Exhibit exceptional client service skills, providing quick and effective solutions to client inquiries

Installed and worked on Fedora and Small Business Servers (SBSs) on a VMware workstation

Have hands on experience with designing networks using Microsoft Visio and configuring and monitoring Cisco and HP routers (1841 series) and switches (2950 series)

Excellent verbal and written communication skills

Knowledgeable in IP addressing and subnet configuration

Demonstrate ability to work as part of a team and contribute ideas to ensure company goals are achieved

Strong understanding of troubleshooting with Excellent time management skills

Dedicated, precise, customer-oriented, excellent team player and quick learner

TECHNICAL SKILLS:

Network Technologies: TCP/IP, LAN, WAN, VLAN, OSI Network Layer model, Active Directory, DNS, DHCP

Operating System Platforms: Windows Servers 2008/2012, Fedora, Linux, MS Windows 7/8/XP/98/95

Application Tools: MS Office, VMware workstation, VSphere, Wireshark, MS Visio, HyperTerminal

Programming Languages: C, C++, MySQL

CERTIFICATIONS

ITIL Foundation certificate in IT Service Management

EDUCATION

Advanced Diploma - Computer Systems Technology – Networking Jan 2014 – Apr 2015

Centennial College, Toronto, ON

Relevant courses

Network Devices Network Security Routing & switching Unix/Linux

WAN Technologies Network Design & Testing Voice & Video over IP Telephony Data Centre

Bachelor of Technology in Electronics and Communication Aug 2007 – May 2011

Sri Sukhmani Institute of Engineering and Technology

Relevant courses:

Microprocessors Microwave and Radar Engineering Computer Networks VLSI Design & Tech.

Digital Communication Digital Electronics Electronic Devices and Circuits

AMIT KUMAR KASHYAP, ITIL 416-***-**** ****.*********@*****.***

RELEVANT EXPERIENCE:

Analyst Aug 2011 – Dec 2013

Agilyst Consulting Pvt. Ltd.

Company services span all lines of business in the broadband industry (data, video and voice), all support channels (chat, email and phone), and multiple functional areas (repair, billing, retention, sales and technical operations).

Review of escalated tickets and executed support tickets

Provided timely resolution to end users over phone/emails regarding software and hardware issues, Internet connectivity, telephone and video related issues

Experience using BMC Remedy

Conducted audits on live and recorded transactions and share feedback with Team Managers & associates

Kept a track of audit results to conduct trend analysis to identify the training needs for associates in order to ensure continual improvement & sustenance in process quality

Administered and maintained end user accounts, provided support in resetting users account password

Designed training sessions for the new associates and educated them about applications and tools used within the organization, communication skills and problem-solving abilities

PROJECTS

Centennial College, Toronto, ON Jan 2014 – Apr 2015

Designing and implemented a major technology project for small sub-division of an office infrastructure

- Designed logical and physical network diagram using Microsoft Visio.

- Implemented IP addressing using VLSM

- Configured routers with Vlan, Static routes and Routing Protocols (EIGRP)

- Configured switches with Vlans, Access and Trunk ports

- Installed Microsoft windows Server 2012 on VMware and configured Active Directory, Group and Users

Policies, AD, DHCP, DNS and IIS services on Microsoft server

REFERENCES

Available on request

Contact this candidate