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Service Desktop Support

Location:
United States
Posted:
October 02, 2016

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Resume:

FARHAN ASHRAF

Niles, IL

acwvke@r.postjobfree.com

SKILLS SUMMARY

Solution-oriented, highly analytical, and resourceful candidate with over 8 + years of technical troubleshooting, end-user service, and network development experience

Knowledgeable in diverse technologies and various different software and hardware platforms. Ability to quickly pick up and use new technologies.

Excellent customer service skills, able to provide consulting and problem solving for IT clients.

Comfortable offering support to all levels including C levels of an organization..

Excellent troubleshooting skills.

Ability to perform with minimal or no supervision.

Great organizational and multi-tasking skills

Brambles IT-Support Administrator 07/1 2015 to current

Duties and Responsibilities as Lead

Desk Side Support Lead for USA region.

Manage all Dispatch Locations with in United States through Vendors.

Manage Service Now ticketing system globally.

Distribute tickets to all Global Techs.

Spoke for any Escalations for USA Region.

Managing RDS ( Remote Desktop Support ) Team in India.

Submitting Daily Global Tickets data to management.

Following up with Techs on Aging tickets.

PC Refresh Project

Manage PC Refresh Project for the Head Quarter and all Field Sales / Service Employees.

Replace all the Old Pcs and provided new PCs with Windows 7 / Office 365 environment.

Transfer the Date using Windows 7 Easy Transfer tool.

Schedule Depot service for Field Employees, make sure laptop receive on time and dispatch over night

On priority basis.

Monitor all Pc Refresh activity on Daily basis.

Working with ITIL management environment with SDM / Project managers.

Duties and Responsibilities as Support

Provided desktop support to 168 on-site users including all Executives and VIP’s plus 250 field users.

Responsible for imaging /configuring windows 7 and 8.1 machines for users.

Configure / Replace IPHONE, IPAD and other hand held devices.

Accurately identify, repair, resolve, and document end user technical issues.

Manage maintain PC refresh activities, coordinate vendors, user and recorder asset movement. Make sure to wipe hard drive.

Introduce Windows easy transfer utility in the environment to perform users Data Transfer.

Responsible for wiping all decommission equipment.

Responsible for taking all hard drives and memory out from company’s decommissioning asset.

Perform asset inventory as needed.

Provide direction, training, and delegation to other techs and complete paperwork related to service

Maintain, analyzes of troubleshooting, and repairs for PC hardware and software issue.

Add machines to the domain and added user profile.

Active Directory and Exchange Outlook 2010 / 2013 administration, troubleshooting and support

Edit Windows system registries for modifications.

Backed up and restore critical data for users using HP Autonomy Backup Tool.

Install additional software that users requested on the requested on the ticket.

Installed, configured, and maintained deployed hardware and peripherals

Communicate with others to resolve problems.

BOM Gar tools for RDP

In charge of managing and deploying procured IT assets to other technicians.

Assist with the technical aspect of All employees Global Web conference where the CEO does a webcast

to 15 countries.

Use Dell Laptops and Desktops and Surface Pro.

Employment History

Allied Benefits Sr-Desktop Support 05/21/15 to 06/30/15

Duties and Responsibilities.

Provided desktop support to 350 on-site users plus 200 Remote users.

Create User Accounts in Active Directory, Delegate Rights as requested.

Create Users Outlook Email accounts in Exchange Server 2012.

Active Directory and Exchange Outlook 2010 / 2013 administration, troubleshooting and support

De-Activate users account up termination from all groups.

Responsible for imaging /configuring windows XP and 7 machines for users.

Windows 7 OS Deployment using SCCM, Troubleshoot and repaired all failed applications pushes via SCCM.

Accurately identify, repair, resolve, and document end user technical issues.

Responsible for wiping all decommission equipment.

Manage maintain PC refresh activities, coordinate vendors, user and recorder asset movement. Make sure to wipe hard drives.

Provide direction, training, and delegation to other techs and complete paperwork related to service

Lead projects and assist other peers on a daily basis.

Maintain, analyzes of troubleshooting, and repairs for PC hardware and software issue.

Add machines to the domain and added user profile.

Edit Windows system registries for modifications.

Install and configure McAfee Endpoint Encryption for users.

Install additional software that users requested on the requested on the ticket.

Installed, configured, and maintained deployed hardware and peripherals

Configure / Replace IPHONE, IPADS as per the company’s policy.

Communicate with others to resolve problems.

Use SCCM 2012 & LOGME- IN tools for RDP

Use Dell Laptops and Desktops.

Wipro ( Client : Axis Capital Insurance ) Sr.Desktop Support Tech 01/15/15-05/15/15

Duties and Responsibilities.

Provide desktop support to 500 on-site and 100 Remote users.

Responsible for imaging /configuring windows 7 machines for users.

Use LAN Desk to image laptop /Desktops on Windows7

Responsible for wiping all decommission equipment.

Perform asset inventory as needed.

Provide direction, training, and delegation to other techs and complete paperwork related to service.

Maintain, analyzes of troubleshooting, and repairs for PC hardware and software issue.

Add machines to the domain and added user profile

Configure Microsoft Outlook profile for user install and configure.

Install additional software that users requested on the requested on the ticket

Use LAN Desk to push application remotely.

Use LAN Desk to take remote user laptops, install application and Break Fix.

Manage Ticketing queue using the Service Now ticketing system.

Install and Configure PGP Encryption software for users.

Add users and computers to PGP Group.

Setup Cisco Desk Phone setup for users.

Setup Plantronics Head Sets for user.

Setup IPHONE and IPADs as per company policy and Manuals.

Use Mainly Dell and Lenovo Laptops and Desktops.

HP Printer Support replace Maintenance Kit,Toners and Basic Trouble Shoot.

Wipro (Client:HOSPIRA)

Pan Asia

Duties and Responsibilities.

Sr. Desktop Support Tech

Contractor

12/2011 – 01/2015

02/2010 - 12/2011

Provided desktop support to 500 on-site users plus 650 field users.

Responsible for imaging /configuring windows XP and 7 machines for users.

Windows 7 OS Deployment using SCCM, Troubleshoot and repaired all failed applications pushes via SCCM.

Accurately identify, repair, resolve, and document end user technical issues.

Responsible for wiping all decommission equipment.

Responsible for taking all hard drives and memory out from company’s decommissioning asset.

Perform asset inventory as needed.

Provide direction, training, and delegation to other techs and complete paperwork related to service

Lead projects and assist other peers on a daily basis.

Manage maintain PC refresh activities, coordinate vendors, user and recorder asset movement. Make sure to wipe hard drives.

Maintain, analyzes of troubleshooting, and repairs for PC hardware and software issue.

Add machines to the domain and added user profile.

Active Directory and Exchange Outlook 2010 / 2013 / 365 administration, troubleshooting and support

Edit Windows system registries for modifications.

Print screen all users install program, printers and map drives for records. Release IP.

Backed up and restore critical data for users.

Install and configure McAfee Endpoint Encryption for users.

Install additional software that users requested on the requested on the ticket.

Installed, configured, and maintained deployed hardware and peripherals

Communicate with others to resolve problems.

And other remote locations.

.

Provided ticketing queue management for the HOSPIRA headquarters using the remedy ticketing system.

Use SCCM 2012 & BOM Gar tools for RDP

In charge of managing and deploying procured IT assets to other technicians.

Assist with the technical aspect of a Global Huddle where the CEO does a webcast

to 64 countries.

PC Refresh Project ( Completed more than 2000 users )

Manage PC Refresh Project for the Head Quarter and all Field Sales / Service Employees.

Replace all the Old Pcs and provided new PCs with Windows 7 / Office 365 environment.

Transfer the Date using Windows 7 Easy Transfer tool.

Schedule Depot service for Field Employees, make sure laptop receive on time and dispatch over night

On priority basis.

Monitor all Pc Refresh activity on Daily basis.

Working with ITIL management environment with SDM / Project managers.

SYSTEMS PROFICIENCY

Software: Windows XP, Windows 7,8 Office 2007/2010/2013 / Office 365

Helpdesk Tracking Software: Remedy, Service now

Hardware Manufactures: Dell Desktops/Laptops, Lenovo Desktops/Laptops/ HP Laptops

Mobile Devices: Apple IPHONE, Apple IPAD

Printers: HP, Cannon, Lexmark, Ricoh and Zebra printers

FORMAL EDUCATION

University of Karachi, Pakistan – Bachelors in Commerce

CERTIFICATIONS

Diploma in Computer Science.

A+ Certification

GPMF ( Global Project Management Frame work )

SQL DBA 2012

SharePoint 2010

REFERENCES

Diego Gadea 847-***-****

Technical Lead

James Doncheck 847-***-****

Windows 7 Project Manager



Contact this candidate