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Technical Support Customer Service

New York, New York, United States
October 04, 2016

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Ambitious and tech savvy professional seeking an IT position where I can apply my analytical reasoning skills, understanding of IT disciplines, and communication skills to provide best in class service in my area of expertise.


Customer service oriented, inter-personal and communication skills, technical troubleshooting, detail-oriented, reporting, time management and organizational skills.

Certifications: CompTIA A+ and Network+

Programming Languages learned: Visual Basic, C, C++, Java

Training on Software Testing: Selenium, UFT

Expertise in OS: Windows XP/7/8, Windows Server 2003 and 2008

Application: Advanced Proficiency in MS Office 2010, 2013 Ghost 11.5, Salesforce

Advanced knowledge on: Active Directory, DNS, DHCP, TCP/IP, LAN/WAN

Professional Experience

FEMA, Department of Homeland Security September 2016 – Present

Information Technology Network Specialist (Reservist)

Hired as an Information Technology Network Specialist (Reservist) for natural disaster recovery

Con Edison, Brooklyn, NY March 2016 – August 2016

Systems Analyst (Consultant)

Responsible for 2nd level support providing on-site troubleshooting, problem diagnosis and general technical support for all of Con Edison customers at assigned locations

Provided technical support including installation, deployment and maintenance of company PC, laptops and LAN hardware, software, scanner, printer problems and various peripherals including air cards, blackberry devices and iPhones

Performed monthly updates of Microsoft security patches, anti-virus signature file and other software/application updates

Frequently worked with Mobile Data Terminals (MDT) - Panasonic Toughbook including setup, updates and periodic maintenance

Handled disposals of all computing equipment that has become obsolete or unusable. Monitored and took action on Policed Reports generated by Microsoft SMS, which feeds our Tech Support Dashboard

Performed semi-annual inspections of LAN rooms and LAN cabinets and was responsible for installation and maintenance of UPS including batteries, agents, ATS, network switches within the LAN/WAN room

Interfaced with 3rd level support including Application Development, LAN/WAN and Server groups

Worked in various sites and environments; such as corporate offices, field workout locations, power plants and substations

Worked with Con Edison's other technical groups during deployment of routers, switches, servers and new technologies are incorporated into Con Edison's environment

Managed and responded to customer calls via the ticketing system, HP Service Manager

Ensured that safe work practices are followed and the environment is fully protected in accordance with company policy and governmental regulations

Haugland Group, LLC, Plainview, NY November 2015 – January 2016

IT Consultant

Configured and supported Nexus 7 and Samsung Galaxy S5 tablets with specific apps for field engineers working on a FEMA project

Uploaded and downloaded images for laptops and desktops using Acronis and Symantec Ghost

Installed, configured, tested, and documented IP-based network devices

Setup, configured, and maintained customer equipment (laptops, tablets, smartphones, printers, etc.)

Provided support to customers in office and field environments in both wired and wireless environments

Created, tracked and closed tickets in problem management remedy application

Ran, terminated and tested network data cabling

Supported Active Directory environment and VOIP desk phones inside the organization

Deployed Spyware utilities such as Malware Bytes

Worked on Citrix View Point

NYC, Department Of Education, Long Island City, NY May 2015 – October 2015

IT Consultant

Addressed and followed up on requests received in help desk queue (via phone, e-mail and ticketing system)

Followed up on resolved requests to ensure customer satisfaction

Provided support for hardware/software issues over the phone and in person

Deployed, configured, and troubleshoot user workstations (both Windows 7 and 8)

Deployed, configured, and troubleshoot standard and proprietary supported applications (MS Office, Web Browsers, Antivirus and others)

Logged all requests into Ticketing System

Documented and escalated call tickets to related IT groups for further support

Visited various client sites to work on different projects

Vicom Computer Services Inc., Farmingdale, NY March 2011 – February 2015

IT Support Technician

Worked on a variety of projects that involved testing, troubleshooting and maintaining equipment and software systems. Kept open communication with clients to inform them about project progress

Assembled server components to 09 according to QA standards and installed Windows Server 2008/Windows Server 2003 OS on servers

Provided off-site client services including analyzing system failures and provided technical support. Administered and monitored hardware inventory, researched and upgraded software and drivers for clients on-site

Used Zendesk ticketing software to perform second level Help Desk Support for Vicom

Supervised junior IT support technicians which included training them on technical processes, ensured that they followed correct work procedures and troubleshot any problems they may have encountered

Worked on IBM chassis installing components/drivers of fiber cards, network switches and updated IMM

Supervised the imaging of multiple computers simultaneously (ghost multicast using Symantec Ghost and Acronis) to meet specified client demands

Repaired PC hardware and software issues such as resetting cards, installing systems security products (antivirus, anti-malware, and anti-spyware) reinstalling drivers and documented technical methods

Provisioned PCs for various clients according to their requirements such as changing the domain, adding users to admin groups, setting security policies, and encrypting Laptop/desktop etc.

Troubleshot connectivity problems using command prompt (ipconfig /release/renew, nslookup etc.)

Troubleshot software complications i.e.: Windows XP/7/8, Microsoft office, Internet Explorer 7/8/9

Performed user account maintenance on Windows 2003/2008 Active Directory

Troubleshot DNS, DHCP, TCP/IP, LAN/WAN issues

Commonwealth of Philadelphia, Department of Public Welfare, Philadelphia, PA August 2010 – March 2011


Received, reviewed, coordinated, maintained, monitored and recorded customer applications for use by the

Low Income Home Energy Efficiency Program

Initiated all necessary documentation to complete the enforcement of action

Created and maintained reports and verified accuracy on a daily basis as assigned by the District Supervisor

Retrieved client information from state client information database and use them to update database or compiled new records

Resolved problems found in documentation and notified supervisor about discrepancies

Performed data entry reporting and administrative tasks

Ital Fashions Ltd., Bangladesh July 2004 – June 2005

Network Support Engineer

Delivered rapid responses to troubleshoot customer issues and problems related to merchandise

Maintained the computer network system between the corporate office and its factories

Maintained company intranet


London Metropolitan University September 2005 – March 2007

Masters of Science, Digital Communications Networks (GPA: 3.67)

National University of Bangladesh May 1999 – April 2004

Bachelor of Science, Computer Science (GPA: 3.44)

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