Technical Support Help Desk

PIYUSH GARG

IT Help Desk Analyst

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

*****@********.**, 780-***-****

SUMMARY

* ***** ** ********** ** providing L1/L2/L3 Support and highly skilled in troubleshooting hardware, software, LAN, WAN and operating system issues with Master’s Degree in Networking from University of Alberta.

Strong knowledge of Windows Server (2008 & 2012) and core technologies (AD - LDAP/DNS/Group Policies, IIS, Remote Desktop Services).

Highly motivated individual and a team player, with strong analytical and problem solving skills and strong experience in mentoring team members and writing documentation.

Dedicated with a strong work ethic, values, collaboration and team building skills with proficiency at grasping new technical concepts quickly and utilizing the same in a productive manner.

TECHNICAL SKILLS

Networking Skills

Solid understanding of LAN, WAN, TCP/IP, Ethernet, Routers/Switches/Firewalls, VLANs, DHCP, DNS, VPN, Radius, SMTP, SNMP.

Experience in all elements of IT architecture security (firewalls, enterprise antivirus, antispam, IDS, IPS).

LAN & basic WAN Network Design, Installation, Configuration and Troubleshooting.

Configuring/Installing/Troubleshooting of various Cisco Routers 2841, 2600, 3800, 2900,7200.

Configuring/Installing/Troubleshooting of various Cisco Catalyst Switches 4500, 3750, 3560.

Knowledge of RIP, EIGRP, OSPF routing protocols.

Configuring/Installing/Troubleshooting of VLAN, VTP, Trunking, STP, PVST and RSTP.

Experience in Cisco Enterprise Wireless and VOIP technology.

Server and OS

Configuring/Installing/Troubleshooting of Windows OS 7,8 and 10.

Configuring/Installing/Troubleshooting of Mac OS X.

Hands-on experience with Windows server 2008 and 2012.

Configuring Domain Controller, Exchange, Active Directory, IIS, WDS and other server roles.

Experience with Microsoft products such as SCCM, Office 365, Bitlocker, Visual Studio, Visio, Lync/Skype for Business on Windows and Mac OS X.

Knowledge of Red Hat Linux Architecture (RHEL 5.x or 6.x)

Virtualization and Softwares

Configuring/maintenance of Microsoft Hyper-V.

Configuration/maintenance of VMWare ESXi 5.0 and above.

Configuring VMWare workstation and player.

Configuring/Installing/Troubleshooting Citrix XenDesktop and XenApp.

Experience with Remote Access Softwares such as TeamViewer and Dameware.

WORK EXPERIENCE

Optic Solutions – Edmonton

IT Help Desk Analyst, 09/2013 to 05/2016

Building, upgrading, deploying and providing On-Site services, troubleshooting various hardware and software issues related to Desktops, Laptops, Printers, Mobile Devices, Tablets and other wireless peripherals.

Maintain and troubleshoot switch applications and Network connectivity including DNS, DHCP, LAN and TCP/IP issues.

Provided timely high-quality IT support/Help Desk service and enriched users' technical knowledge which led to seamless, convenient and increasingly efficient operations of the company.

Share technical issues, recommend solutions for software failures, recording Log errors and process improvements, as well as document troubleshooting within the team.

Provided in person and remote second and third tier technical support to a wide range of clients.

Performs software packaging and installations specific to clients need and managing the asset inventory system for all hardware and software assets.

SnowFlakes Software

Desktop Support Analyst, 04/2012 to 08/2013

Providing technical support to over 2500 users at different branches of our company on the phone and through e-mail as well as on desk installations.

Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists and monitored system logs for all company computers and devices to maximize uptime.

Successfully, Operated SCCM server 2007-2012, provision application, added in group, fixed broken client, site code issue for the user.

Provide Active Directory administration, including modifying user accounts, group policy, and security control in Windows Server 2008 and 2012.

EDUCATION

Master of Science: Networking, University of Alberta – Edmonton (2016)

CERTIFICATIONS

Comptia A+ Certification

Cisco Certified Network Associate

Microsoft Certified Professional

INTERESTS

Networking Reading Cricket Travelling Photography

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