Information Technology Technical Support

Career Overview

Technical Skills

Skills Proficiency Total Years Last Used

Microsoft Office Proficient 5

Computer Support Experienced 2

JAVA Intermediate 2

HP Service Manager Experienced 3

Linux, Ubuntu, and MAC OS Intermediate 2

Windows XP, 7, 8, and 10 Proficient 8

Windows Server 2008 and 2012 Experienced 2

Virtual Machine (VM) Experienced 3

Qualifications

Work Experience

RONI AHMED

Warren, Michigan 48091 C: 313-***-**** **********@*******.*** To develop a career in Information Technology (IT) field. Obtain a position at a company where I can maximize my computer, networking, software, and help desk skills. Self-motivated and works well independently or as part of a team.

Maintain and administer computer

and related computing environment

including computer hardware,

software, and applications

Knowledge and proficiency in

Microsoft Word, PowerPoint, Excel,

and Outlook

Languages: English, Bengali,

(fluently), and Hindi (intermediate)

Ability to multi-task, and be flexible

when faced with diverse situations

Aptitude to Understand and Test my

Skills

Analyze, troubleshoot, and evaluate

computer network problems,

and finding solutions to problems as

they occur.

Technical Support Analyst Aug 2016 to Current

Hewlett Packard Enterprise (HPE) - Pontiac, MI

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

Assign users and computers to proper groups in Active Directory Add/Remove VPN Certificates via Microsoft Management Console (MMC) Bitlocker Encryption

Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA

Defines application problem by conferring with clients; evaluating procedures and processes

Follow up with customers to ensure issue has been resolved Install computer peripherals for users

Install, modify, and repair computer hardware and software Maintain daily performance of computer systems

Outlook 365

PingID, SecurID, and RSA

Password Reset/Unlocked

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks

(WAN), and other systems

Respond to email messages for customers seeking help Run diagnostic programs to resolve problems

Troubleshoot Outlook Server 2007, 2010, 2013, and 2016 Support varies applications

Walk customer through problem-solving process

Write training manuals, and Train computer users

Escalate to the appropriate management level if required System Analyst Jan 2013 to Jul 2016

Satyam-Venture Engineering Services - Troy, MI

Accomplishes information systems and organization mission by completing related results as needed

Accomplishes marketing and organization mission by completing related results as needed

Accomplishes marketing and sales objectives by planning, developing, implementing, and evaluating

Answer customer related technical issues

Communicate information to developers and other engineers Configuring computer networks

Controls solution by establishing specifications; coordinating production with programmers.

Defines application problem by conferring with clients; evaluating procedures and processes

Develops solution by preparing and evaluating alternative workflow solutions Diagnose & troubleshoot computer system

Document new procedures

Ensure security of data, network access and backup systems Ensures operation by training client personnel; providing support Identify problematic areas and implement strategic solutions in time Implement and coordinate systems, policies and procedures Installing hardware and software systems

LAN/WLAN troubleshooting

Maintaining or repairing equipment

Manage information technology and computer systems Offering technical support on-site or via phone or email Plan, organize, control and evaluate IT and electronic data operations Provides information by collecting, analyzing, and summarizing data and trends Provides reference by writing documentation

Servicing printers, scanners and other office equipment (known as peripherals) Setting up computer security measures

Testing systems to make sure that they are working properly Troubleshooting a variety of computer issues

Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations

Upgrading existing hardware and software

Validates results by testing programs

Mobile Team Member (Part Time) Nov 2013 to Sep 2014 Market Source - Warren, MI

Driving sales productivity and customer satisfaction within Target Mobile retail locations on various Wireless products, accessories and services to customers Engaging in side-by-side selling with retail associates Growing the Target Mobile's wireless division sales performance and other key Education and Training

Accomplishments

Additional Information

metrics through sales, training and marketing promotions Developing and managing in-store promotions, and coordinating with appropriate personnel

Implementing and managing wireless sales events in retail locations Positioning Client's value, including but not limited to: Creating product and brand awareness for various wireless products Communicating competitive knowledge and advantages of various wireless carriers products and services

Communicating Target Mobile benefits compared to competition Effectively communicating various wireless carriers plans, features, products and services to customers

Creating first-rate customer experiences

Supporting select retail outlets in assigned geographical territory Field Support Jun 2013 to Aug 2013

Comerica Bank(Internship) - Auburn Hills, MI

Provide service and customer support during field visits or dispatches Tie workflow to schedule

Manage all on site installation, repair, maintenance and test tasks Diagnose errors or technical problems and determine proper solutions Produce timely and detailed service reports

Document processes

Operate vehicle in a safely manner and use field automation systems Follow all company's filed procedures and protocols Cooperate with technical team and share information across the organisation Comprehend customer requirements and make appropriate recommendations/briefings

Build positive relationships with customers

Associate of Science, System Analyst /Computer Support 2017 Oakland Community College - Royal Oak, MI

High School Diploma, General 2013

Martin Luther King High School - Detroit, MI, USA

Academy of Information Technology (AOIT) 2013

Golightly Career and Technical Center - Detroit, MI Business Professional of America (BPA) Video Production (District Champion, 2012 and 2013)

Honor Roll Awards (2010, 2011, 2012, and 2013)

Business Professionals of America (member, historian) Ilearned Online.com

Multicultural Awareness Club (vice-president)

National Honor Society Member

National Technical Honor Society (president)

Tutor Students with Languages

Youthville Detroit Organization Member

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