Customer Service Desktop Support

KAREEM SARAUW

Miami, FL ***** Mobile: 305-***-****

https://www.linkedin.com/in/kareemsarauw acy7gj@r.postjobfree.com

SENIOR DESKTOP SUPPORT TECHNICIAN

Extensive experience in information technology, providing technical expertise in problem solving and customer satisfaction. Demonstrated strength in troubleshooting, problem analysis and resolution. Proven customer service track record, organizational skills, with an emphasis to provide strong, written and oral communication, critical thinking, and personnel management/training skills.

TECHNICAL SKILLS

Hardware:

Network Cabling, Printers, PC’s, and Servers

Operating Systems:

Windows (10, 8.1, 7, NT, 2000, XP), Ubuntu Linux, Windows 2000 Server, Windows Server 2003, 2012

Software:

Microsoft Office 2016 to 2007, WordPerfect, ARS Remedy 4.05 (Helpdesk Software), Lotus

Notes 4.x & 5.0, Managesoft Package Building Application, ServiceNow (Helpdesk Software),

Arc Serve 2000, Cobol II, Lucent Difinity System (Digital Telephone System), vmware virtualization for Desktop and Server applications, Citrix VDI virtualization - virtual windows environment, Powershell 3.0 script editing

Networks:

Windows Server 2000, 2012, NT, Novell Netware 4.11/5.0, Active Directory Management

Devices:

Blackberry, iPhone, iPad, android

PROFESSIONAL EXPERIENCE

IBM CORPORATION, Miami, FL 2001 – 2016

MORGAN STANLEY- Deskside Service Support (DSS) Contractor through IBM (2013 – 2016)

Lead DSS Technician supporting 6 facilities in the Miami Complex, providing overall IT Support for 600 end users.

Spearheaded Credit Suisse office migration to Morgan Stanley. Project Lead Technician, Supervised on-site techs, implementing 200 new workstation to new environment

Remote support tech – worked 6 months on the Central Support Team (CTS) providing customer to the entire Global Morgan Stanley environment

Top ticket closer for past 8 months

DIAGEO, NA- End User Service (EUS) Contractor through IBM- (2001 – 2013)

Managed South Eastern Region, Trinidad, Puerto Rico, Panama and Costa Rica end users.

Administered IT support/troubleshooting for 700 users using various remote supporting tools

Maintained daily backups of three Novell 4.12 servers with ArcServe 2000

Server migration from Novell 4.12 Environment to Windows 2000

Maintain and pushed application packages to users with Managesoft client

Supervised imaging and rollout of 250 laptops and 300 desktops to new environment image

Project U: Global Windows Vista migration across Diageo account

Managed Miami, Dominican Republic, Puerto Rico and Costa Rica users migration to new platform

Administered active directory users and groups – group policies, and Bitlocker key encryption

Controlled Iron Mountain tape vault. Managed data restore on ArcServe 2000 backups

SCCM – Configuration Mgr. to rollout software packages and updates across South Eastern Region

Top remote ticket closer throughout contract

ADDITIONAL PROFESSIONAL EXPERIENCE

TEKSYSTEMS, Miami, FL

Field Technician Contractor

University of Miami – Office 2000 Roll-out on 300 workstations via disk imaging, Norton Corporate Edition 7.5 roll-out on network desktops, and laptops

Cordis – Johnson & Johnson – Windows 2000 Network assessment on existing enterprise network

In-place Upgrade from Windows 95/98 to Windows 2000 with current applications already installed

installed Windows 2000 on clean machine and tested applications that were currently used Ran Windows 2000 utilities to troubleshoot and correct setup program failures; documented obsolete software which failed to load as a result of migration and provide backward compatibility measures

Telephonetics International – Tech support on desktop PCs and backup messaging on hold data systems; customer support on windows 2000 desktops; set-up and configured print servers on Windows 2000 Advanced Server; configured IBM Reflection Client for mainframe access; assisted with network cabling and patch panels punch down

Agency for Health Care Administration (AHCA) – Configured and troubleshot Windows NT 4.0 Workstations; setup Remote Access Service (RAS) on laptops for tele-workers to dial-in to the network; assisted DCSA with various projects stemming from data migration and re-imaging of PC’s; Level 1 technical support for Agency’s users

LEGISLATURE OF THE VIRGIN ISLANDS, St. Croix, U.S. Virgin Islands

Computer Specialist

Assisted in migration of 50 clients from Novell 4.11 to Windows NT 4.0.

Back up Novell 4.11 server and switching from IPX/SPX to TCP/IP protocols

Desktop support in 50 user Windows NT 4.0/95 environment

Maintained Windows NT 4.0 network and trained employees in various software applications including MS Office suite

Provided remote user support to 20 locations via RAS and PCAnywhere

Troubleshot software/hardware issues and installed/configured network printers in the environment

EDUCATION

Bachelor of Arts (BA), Computer Science

Saint Thomas University, Miami, FL

CERTIFICATIONS

Microsoft Certified Professional

Windows 2000 Professional

Windows 2000 Server

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