PARESH PAREKH

acu3pk@r.postjobfree.com Cell: 647-***-****

7+ years of experience in implementing, configuring and maintaining enterprise level Help Desk Support Technician and familiar with a variety of the field’s concepts, practices, and procedures with excellent Team Co- ordination skills and very good team player in IT and Finance institute environment. TECHNICAL SKILLS:

Operating Systems- MS Windows Server 2008/2012, Active Directory, SCCM, Linux, Unix, Windows (10/8/7/3/2000 & XP), Mac OS, Android

Hardware- Laptop and Desktops (Dell, HP, IBM, Lenovo, Apple/Mac), Cisco routers and switches

Software- Microsoft Office 2007/2010/2016, VMware, Hyper-V, Antivirus, Air-watch, MDM

Services- LAN/WAN, TCP/IP, DNS, DHCP, VPN, FTP, POP3, SIP, SSH, Telnet

Protocols- EIGRP, OSPF, BGP, VLAN, STP

Security- ACL, NAT, SSL, CHAP, PAP, Firewalls

Tools- BMC Remedy, Service Now, CRM, Symantec Ghost create/restore image EDUCATIONAL QULIFICATION: Master of Science - 2004 PROFESSIONAL CERTIFICATE: Microsoft Certified IT Professional, CCNA, & CompTIA A+ EXPERIENCE:

Desktop Support Technician, CDI Computers Inc. - Markham April 2013- Present

Installation, configuration, troubleshooting and deployment of new Desktop/Laptops, POS, Printers and other peripherals to perform IMAC (Installs, Moves, Add, Changes) activities

Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution

Providing desktop support creation/restoration of OS images and up gradation of patches using SCCM

Utilize all available resources i.e. documentation, MoP, and contacts to resolve LAN, and Outlook Email

Prioritized, act and resolve trouble tickets reported by customers in a timely manner to meet SLA and escalate as needed

Providing troubleshooting and technical support via phone, web based tools and email

Providing voice based and remote technical support to end users for all standard desktop issues

Communicates with customers at all levels of technical and non-technical as needed

Coordinating with internal support team and vendors for IT equipment’s support (repairing/replacement)

Familiar with ITIL procedures and methodologies i.e. Incident/Change/Asset Management Help Desk Technician, CNB Computers Inc. - Mississauga Jan 2011- Mar 2013

Provided Desktop Support deployment and troubleshooting PCs, laptops, peripherals and tablets

Document, track and monitor client issues through CRM ticket system to ensure a timely resolution

Troubleshooting LAN/WAN, desktop systems and OS hardware and software related issue

Supporting tasks incident handling, problem identification, logging, tracking, resolution and escalation

Inventory control for all Devices connected to the network by using Spice work and SCCM software

Provided training, technical assistance and support to internal and external clients

Remotely accessing client workstations and servers to perform necessary maintenance and fix issues that arise and remotely troubleshooting through Citrix

Help users with issued related to corporate mobile devices using MDM tools such as Air watch

Increase the effectiveness and efficiencies of team by developing, maintaining and implementing documentation, policies, procedures and best practices for team IT Support Technician, Standard Chartered Bank Feb 2008- Apr 2010

Provided support to end users relating to hardware, software, computer applications and peripheral

Collected, organized and document all problems and solutions in the Service Desk Tracking System

Experience with MS Windows 2003 Server, administration, creation of user accounts in Active Directory

Troubleshooting of network connectivity issues across the LAN/ WAN using VPN and VNC remote

Used BMC Remedy tool for incident management, problem management, and change management & Citrix

Maintained inventory of required parts and perform regular audits to ensure availability of parts and create and track RMA process of all faulty equipment’s

Analyzing and making recommendations for hardware and software standardization

Performed the data backup and restore using USMT tool

Provided technical support for over 500 local and remote users

Worked on Windows Server and desktop OS, SCCM, Active Directory, VMWare, Cisco Networking Equipment

Completed IT projects for deployment which improve the IT infrastructure and systems used Customer Support Executive, Panamax Infotech Ltd. May 2006- Dec 2007

Installation and configuration, remote monitoring, helpdesk customer service tech support, maintenance and troubleshooting

Take Ownership as single point of contact for all technical issue logged by IT Help Desk & resolve timely to achieve SLA

Resolved technical issues related to hardware, software, operating systems, VC Equipment (Polycom SP 384) via phone, E-mail and in person

Installation, Configuration, and troubleshooting of Windows XP/2000/2003 Server

Coordinated with vendors for IT equipment’s support (repairing/ replacement)

Supervised complaint ticketing system and follow timely resolution of all work

Strong analytical skills with excellent customer service

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