Technical Support Project

Ashi Sunnam

Junior Technical Support Analyst

*********@*****.*** 647-***-**** ca.linkedin.com/in/ashi2789/

• A goal oriented, self-motivated and a passionate IT professional looking for long term opportunities with EyeTea jobs

• Experienced in providing Technical Support for PC’s, Servers and peripheral devices in a customer-facing environment

• Skilled at Windows Operating Systems, Incident and Problem Management, HelpDesk Support

TECHNICAL SKILLS:

• Virtualization Platforms: Windows Server 2003/2008/2012, Windows 7, HyperV, VMWare, Oracle Virtual Box

• Server roles/Networking Protocols: Active Directory, WSUS, DHCP, DNS, IIS, Remote Desktop, VPN, RAID, TCP/IP, FTP

• Technologies: JavaScript, MySQL, C, Windows PowerShell

• Hardware: HP ProLiant, Cisco UCS, Dell Power Egde, Intel X86 platforms, HP SAN

• Deployment: Microsoft Deployment Toolkit, SCCM

• Monitoring Tools: BMC Patrol, Solar Winds

• Ticketing Systems: BMC Footprints, Remedy, ServiceNow

• Backup and Storage: Tivoli Storage Manager, EMC Avamar

• Application packages: Exchange Server 2007/2010, Outlook 2010/2013, Blackberry Enterprise Server

PROFESSIONAL EXPERIENCE:

UNISYS, Help Desk Support Oct 2015-Nov 2015

• Resolved and troubleshooted all the help desk incidents and escalate them further as required

• Installed and configured software, updates, hotfixes and patches on PC’s as per the Service Level Agreements

• Performed imaging on PC’s. Configured task sequences using SCCM 2012 and setup PC’s printers, scanners, plotters, etc.

• Assisted the logistics team with the asset management and inventory tracking. Communicated with the team and attended

training sessions to learn and expand knowledge of the company and the technology environment in use.

Union Gas, HelpDesk-Server and Desktops Oct 2014- Sep 2015

Data Center Consolidation Project - Union Gas & Spectra Energy

• Supported and troubleshooted virtualization platforms - VMWare and HyperV in the corporate data center

• Upgraded firmware and performed hotfixes, OS/patch upgrades according to the Service Level Agreements

• Developed, implemented, tested and maintained disaster recovery plans for the Infrastructure

• Pioneered in planning/problem resolution, Root Cause Analysis, risk management, incident report management and SOX compliances

• Provided backup and recovery tasks using Tivoli, ArcServ and EMC Storage

• Securely performed file/folder moves, maintained user security and folder permissions in relation to AD and Exchange Administration

• Decommissioned the existing PC and Server hardware. Performed migrations, server builds using Virtualization Technologies.

• Demonstrated proficient knowledge of computer hardware and troubleshooted Windows networking environment.

The Source, Intern Student-IT Sales & POS Support Sep 2013- Jan 2014

• Provided IT solutions by resolving issues related to hardware and software using ticketing systems

• Performed day-day administrative functions that include setting-up printers, scanners mobile devices, Internet/Proxy server, backup

and restoration operations and WAN/LAN troubleshoot

RayLabs Technologies, Support Analyst Nov 2010-Nov 2012

• Managed a team of 4-5 junior developers throughout the development cycle and assisted them throughout the project lifecycle

• Effectively communicated with the team of developers, project managers to accomplish the Key Performance Indicator’s

• Investigated in various aspects of the software development lifecycle including requirements capture, design, implementation, testing, installation and support to meet the project requirements

• Prepared test cases and testing process, executed tests using manual and automated test methods and testing tools

CERTIFICATIONS:

MCSA, Windows Server 2008 CompTIA Project+ CompTIA A+ ITIL V3 Foundations

EDUCATION:

Post-graduate in Information Technology, Lambton College, Sarnia, ON Jan 2013- Aug 2014

Network Design and Implementation (Final Project) - Lambton College April 2013 –Aug 2013

• Project lead for a team of 7 students. Upgraded the existing Infrastructure where the users can have access to efficient Active directory services, Storage Area Networks, robust backup solutions and application services including virtualization and Database

Bachelor’s in Engineering, Andhra University, India May 2010

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