Desktop Support Active Directory

Kalpesh Panchal

Streamwood, IL

Cell – 847-***-****

acxyup@r.postjobfree.com

Summary

Overall 5+ years of experience in IT industry working as Helpdesk/Desktop support technician.

Provided both, helpdesk & desktop support, personally & over the phone.

Experienced in installing, testing, troubleshooting and replacing software and peripherals, plus training of end users.

Document resolution and processes.

Install, upgrade and troubleshoot windows OS and performed data migration.

Setup and manage Microsoft Deployment server. Create Windows images using Microsoft deployment toolkit (MDT). Image computer using MDT.

Setup, manage and upgrade Antivirus server.

Manage, test and deploy Windows updates using Microsoft WSUS.

Manage Windows Active Directory Users and Computers

Create and manage user mailbox and distribution groups.

Create and manage Active Directory Security groups.

Manage basic folder permissions (using security groups and applying Microsoft best practices).

Create and manage basic group policies.

Install and setup O365, OneDrive for Business and Skype for Business.

Customize application packages like Adobe Acrobat and Adobe Reader and many more.

Manage print server and setup network printers.

Use PowerShell commands to manage calendar rights, create shared mailbox, and set user account to expire at a specific date and time.

Setup, configure & troubleshoot mobile devices. Expertise in iOS and Android devices.

Manage Shoretel and Polycom phone system.

Setup Audio and Video systems.

Very patient, provides clear & simple explanation and work closely with people to develop solutions to their computer and technical problems.

Dependable IT professional, manages multiple tasks & works well under pressure.

Making significant contribution to team & individual success, looking to learn & apply new technologies and business methodologies.

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Education / Certifications

Pursuing A.A.S in Computer Networking & Systems - Oakton Community College.

CompTIA A+ and CompTIA Network+ Certified.

Microsoft Certified Technology Specialist (MCTS) – Windows 7.

Windows Desktop Support Technician – Certified from Oakton Community College.

Windows Server Administration – Certified from Oakton Community College.

Currently preparing for MCSA – Windows 10.

Diploma in Computer Hardware and Network.

Diploma in Computer Applications.

High school - Gyan Dham High School - India

Computer knowledge & skills

Workstation OS: DOS/9x/NT/ME/2000/XP/Vista/Windows 7/Windows 8/Windows 10.

Server OS: Server 2008, Server 2008 R2, Server 2012 and Server 2012 R2.

Office Applications: MS Office 2003 – 2016 and Office 365

E-mail Applications: Outlook 2003 – 2016

Ticketing system: Spiceworks and TrackIT.

Cloud storage: OneDrive for Business, Dropbox, Box.

Remote Applications: Remote desktop, Remote Assistance, Team Viewer, GoToAssist, VNC.

Deployment and Re-Image programs: Microsoft Deployment Toolkit (MDT).

Virtualization Applications: Hyper-V, VMware workstation, Oracle virtual Box.

Backup & Restore: VEEAM backup, Windows Easy Transfer.

Antivirus Application: Norton, VIPRE, AVG, Kaspersky, MS Security Essential, McAfee

Data Recovery Applications: Recuva, Stella Phoenix Windows Data Recovery.

Various Applications: Adobe Acrobat, Adobe Reader, PDQ Deploy, ISO opener, ISO to USB

Mobile OS: iOS, Android, Windows Mobile & Blackberry (installing apps, setup, configuring and troubleshooting).

Professional Experience & Career History

American Society of Anesthesiologists, Schaumburg, IL May 2013 to current

IT Helpdesk Analyst

Support around 180 employees across two units, personally and over the phone.

Provide both, helpdesk and desktop support across two units.

Use TrackIT and Spiceworks ticketing system to manage helpdesk tickets.

Provide helpdesk support to the Board members over the phone.

Replaced more than hundred computers (laptops/Desktops) all by myself.

Migrate user profile and data using Windows Easy Transfer to the new computer.

Image computer using Microsoft Deployment Toolkit (MDT).

Manage Windows deployment server and the Deployment share.

Added application like MS office, Adobe Acrobat and Reader, browsers and other general programs to the Windows Image using MDT.

Filter drivers for different computer models using MDT.

Update drivers and BIOS using HP Softpaq manager.

Deep testing of new model laptops and desktops before deploying to the end users.

Setup desktop/laptop, docking station, dual monitors and shoretel phone for the users.

Manage Antivirus server. Update the Console and pushed the latest Antivirus agent to all the computers. Create different policies for laptops, desktops and for specific groups of computers.

Manage print server and setup network printers.

Manage copier/scanner machines. Add users to the scanner machines.

Setup, configure and troubleshoot Microsoft Outlook.

Manage, test and deploy Windows updates using Windows WSUS.

Manage Solarwind patch manager to push current version of Adobe flash and Java to all computers.

Manage Shoreware Director (Shoretel phone portal). Setup Shoretel phones and Shoretel Communicator.

Manage Windows Active Directory users and computers.

Create and manage user mailbox and distribution groups.

Use basic Powershell commands to manage calendar rights, create shared mailbox, and set user account to expire at a specific date and time.

Create and manage security groups.

Manage basic folder permissions (using security groups and applying Microsoft best practices).

Setup, configure & troubleshoot mobile devices. Expertise in iOS and Android devices.

Install and setup O365, OneDrive for Business and Skype for Business.

Customize application packages like Adobe Acrobat and Adobe Reader. Add customized packages to MDT.

Document resolutions and processes.

Manage software licenses.

Update inventory and create software reports using Spiceworks helpdesk ticketing system.

Work with the Vendors to get the quotes for the product, parts and to resolve the issues.

Provide IT orientation to the new users and help setup their computer and phone.

Provide IT support during the Board of director meetings and at the Annual meetings.

Visit the Washington DC site to replace the computers and to provide them support personally.

Dubin Residential / Capital Partners, Chicago, IL Mar 2012 to April 2013

Helpdesk/Desktop support technician (Internship and then worked part time)

Troubleshoot desktop and laptops.

Install, upgrade and configure Windows XP, Windows 7 and performed data migration.

Install & configure wireless printer.

Active Directory – Add, delete, and disable users. Reset user password

Followed up with vendors for service contracts & maintenance

Document installation & troubleshooting procedure

Manage WI-FI networks.

Install updates on windows server 2008 and windows 7.

Manage windows server 2008 and Exchange server backup.

Install, configure and troubleshoot Microsoft outlook.

Replace and install computer hardware and peripherals.

Document & implement standards & procedures related to general administration, problem

Escalation, system management & product installation.

Printer – local & network installation, driver installation & upgrade, resolve spool issues, resolve connectivity issue, replace cartridges, basic cleaning and servicing.

Guest House Motel, Chicago, IL Aug 2009 to July 2012

Desk Manager

Manage 37 unit property.

Manage Wi-Fi Network and Internet Connections.

Configure and manage router.

Help guests to setup their Wi-Fi networks and internet connections.

Answer phone calls and helped the customer over the phone.

Micro Inks, India (Hired by Allied Digital Service- India) Mar 2008 to Mar 2009

Desktop Support Technician

Support over 500 Lenovo users across multiple units personally and over the phone.

Provide both, helpdesk and desktop support, personally and over the phone as well.

Diagnose and solve computer issues.

Troubleshoot desktops and laptops.

Install various software and hardware.

Install windows XP and configure as per users rights and requirements.

Troubleshoot network related problems for clients at their locations.

Active Directory – Add, delete, and disable users. Reset user password

Troubleshoot and diagnose wired and wireless networks problems.

Recover lost data using various data recovery software’s.

Format and partition hard drive and install windows OS.

Optimize and maintain desktops and laptops performance.

Install and update Antivirus software and troubleshoot virus, malware related issues.

Install and update device drivers.

Upgrade computer hardware.

Printer – local & network installation, driver installation & upgrade, resolve spool issues, resolve connectivity issue, replace cartridges, basic cleaning and servicing.

Bugs Computers and peripherals, India Feb 2007 to Feb 2008

Computer Technician

Assemble and repair desktop computers.

Install and replace hardware.

Format and partition hard disk drives.

Install, upgrade and configure windows OS.

Install and upgrade device drivers.

Install and upgrade antivirus software.

Install various software like MS Office, Acrobat reader, Nero.

Troubleshoot desktops and laptops.

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