Manager Customer Service

Kiran T. Udhawani

***** **** ******, #*** ● Torrance, California, 90503

310-***-**** ● *************@*****.***

FOCUS: HELP DESK TECHNICIAN

CERTIFICATION

A+

***-***: CompTIA A+ Practical Application (2009 Edition) Certification Exam Jun. 2011

220-701: CompTIA A+ Essentials (2009 Edition) Certification Exam May 2011

CISCO CCNA

640-802: Cisco Certified Network Associate Mar. 2011

Microsoft Certified Technology Specialist May 2016

70-680: Windows 7

TECHNICAL SKILLS

Software: MS Office Suites, Symantec Ghost, VMware, Microsoft Outlook, System center 2012 Configuration Manager, Microsoft Data Protection Manager, Microsoft Hyper- V technology, Eclinicalworks, Team Viewer, LogMein, GoToMeeting, and Microsoft Remote Assistance.

Operating Systems: Windows Server 2003/2008/2012 UNIX/Linux and Windows 95/98/XP/Vista/7/8/10, Mac OSX.

Hardware: Desktops, Servers, Laptops, Modems, Network Cards, Mother Boards, Printers, Scanners, Routers, Hubs, Cisco Switches, Nortel Phones, Avaya Switches. Surface PRO, Projectors, Samsung and Apple Devices.

TECHNICAL EXPERIENCE

Behavioral Health Services; Gardena CA

February 2013 – Current

Network Administrator II

Installation, maintenance, troubleshooting, configuration and repairing of all company stand-alone, virtual and networked personal computers, servers, printers and switches, routers and peripherals.

Demonstrated technical proficiency managed and monitored infrastructure with SCCM, Hyperv, Data protection Manager, IBM blade system, IBM Tape library and SAN.

Work with users as a help desk or field technician pertaining to software or hardware issues. If unable to resolve issue via telephone or remote access, travel to user’s location to work on resolution.

Promote effective use of company networks & computers by providing initial and follow-up training to users. This includes data & other software programs, Microsoft applications, internet usage & e-mails systems, Hotspot, Lock-print, Secure File Transfer, Voicemail setup.

Assist in providing & maintaining secure links between BHS locations& Internet via VPN. Work with Remote control Applications.

Management of computer & networking projects under the direction of the CIO & IT Manager. Provide support for Network Administrator I & maintain familiarity with company and HIPAA policies and procedures as well as other applicable regulations.

Keep current with technology as related to job duties. Network Administrator level II competencies and performance expectations.

Management of server’s activities, data backup and restoration processes.

Maintain, troubleshoot and configure VOIP devices using Element Manager& Exchange voicemail.

Add and Update new employee account in Active directory and Exchange. Unlock and Reset user’s password, name change.

Provide Remote support to Doctors, Providers, and Nurses regarding healthcare software.

Setup Credit card machines and Check scanning devices for Accounting at corporate office and Remote sites.

Work with Vendors HP, Lenovo, Dell. Request for replacement of parts and install it when received. Work with Vendors on site technician for installation of new Equipment’s.

Open Service Request with Microsoft, Eclinical, County sites and provide access and work with remote support in resolving software issues.

Maintain Inventory of all computers and monitors in network and submit purchase request to accounting each month for billing.

Maintain ethical and Professional behavior. Maintain cultural sensitivity.

Desktop Technician

Fry’s Electronics; Manhattan Beach, California

Sept. 2010 –Feb 2013

Customer service and support on all issues relating to post purchase questions.

Answer phone inquiries regarding computer software and hardware operation to resolve problems.

Upgrade operating systems and service packs for customers.

Replace and upgrade, place order for defective hard drive, RAM, Disk Drive.

Determine if merchandise is defective and needing to be returned to vendor or manufacturer.

Replace broken Keyboard and screens on laptops.

Transfer and backing up customers hard drive to new purchase using backup software.

Install and setup desktop and wireless router in customer’s office or home and securing with encryption.

Building specialized systems and Gaming Computers.

Receive and Process customer returns and exchanges.

Researching new or specialized technologies to meet customer needs as per their request.

Set up Point Of Purchase {POS}, Cash Register for use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

Upgrade and perform monthly maintenance of existing computer hardware throughout store.

Computer Sales Representative

Fry’s Electronics; Manhattan Beach, California

July 2007 - Sept. 2010

Trained to be well verse in computer knowledge, which included desktops, laptops, monitors, and computer accessories.

Install and restore desktops and monitors that are functionally properly.

Help customers with their computer needs and offer advice on how they can upgrade their computers to make it run for efficiently. Answer any questions they may have.

Answer phone calls from customers and advice them with specific troubleshoot to be done.

Help customers with printers and advice them which printer will be suitable for their home, office, business.

Recommending right software to be used for their specific needs.

Received top gross profit and customer satisfaction award for 2008 and 2009.

After School Program Coordinator {Help Desk}

Boys and Girls Club; Harbor City, California

Jun. 2007 - Mar. 2008

Installed and build desktops for students to assist them on their homework and daily activities.

Helped students with their homework assignments.

Trained students how to navigate through the web and use Microsoft Office.

Set up technical equipment for the on-site events.

Work under IT manager to move and install desktop, printers and software security patches and virus updates on new computers.

Troubleshoot network device and cabling new devices if not working or loss of connectivity.

Imaging and backing up hard drive after completion of Program.

Maintain Records of each student as per curriculum in Database

EDUCATION

AS, Computer Networking Engineer Grad date: Mar. 09

Westwood College of Technology; Torrance, California

Dean’s List – Executive Director Award (4.0 GPA)

REFERENCES AVAILABLE UPON REQUEST

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