Shreya Patel

732-***-****

ad0iep@r.postjobfree.com

OVERVIEW:

Proven experience as Desktop support with retail environment.

Provide installation, configuration, and troubleshooting of Windows 7/10, office and Exchange Server.(office outlook 365)

Knowledge of configuration and Antivirus installations.

Outlook Configurations on Microsoft (include with new profile setup, Email archiving, and Backup).

TECHNICAL-SKILLS:

Microsoft: Windows 7/10 (Standard, Professional and Enterprise) Office 2016(Standard and professional)

Networking: LAN and WAN management (DNS, DHCP, FTP, POP3, SMTP, and VPN)

Hardware: Dell and Lenovo laptops, Dell Servers, CISCO Switches CISCO Router

Security: McAfee, Symantec Antivirus

Cloud: Office 365(Cloud based email management)

Remote management software: LogMeIn, Team

PROFESSIONAL EXPIERENCE

Johnson & Johnson (NOV-2022 – Present)

Desktop Support / office 365 /system administrator

Provides consultation to user for all aspect of end-user computing and desktop.

Understanding of Microsoft Active Directory familiar with adding, disabling, enabling, deleting users, groups and rest password for user.

Provide on-Site support to end users on a variety of IT Desktop IT operational related issues.

Document, track, and monitor problems to ensure timely resolution.

Ability to manage and work in conjunction with 3rd party outsource staff and software

components.

environment by providing system administration support to our users.

Hands-on experience in troubleshooting and problem management. Installs and configures new server and workstation computer systems and associated hardware

Assist employees with technical issues related to desktop computers, applications, and related technology.

Gather and analyze data required to resolve problem tickets.

Prepare and present reports relating to IT tickets and activities to manager for management.

review and action.

Team members with support, maintenance and optimization of core network services, devices, and communications systems.

Windows System Administration to include Windows Active Directory, Windows Server

2008/R2/2012, Windows 10

Familiarity with application, desktop and/or server virtualization.

Work as part of a team to identify, diagnose, and resolve problems with computer hardware and peripherals including workstations, printers and local area networking.

peripherals including workstations, printers and local area networking.

Update knowledge base and documentation with technical and issue resolution.

Microsoft 365 Active Directory and Administration. Answer inbound calls, chat & emails from customers needing assistance.

Provides technical assistance to both internal and external customers for tier one issues.

Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.

Acted as a single point-of-contact for managing telecommunications, data networking,

and other technology.

Developed and implemented an efficient ticketing system to monitor incoming service desk ticket, track incidents and troubleshoot issues.

Administer all aspects of active directory group policy such as creating and managing end-user accounts using active directory.

Experience in Microsoft Windows, including Active Directory, and Azure AD. Microsoft certifications preferred.

Experience with patch and configuration management of Microsoft Exchange, configuration of Exchange policies, SMTP relay and email routing.

Provide general server support and maintenance; implement patching and proactive maintenance plans; develop best practice maintenance plans

Experience with patch and configuration management of Microsoft Exchange, configuration of Exchange policies, SMTP relay and email routing.

Provide general server support and maintenance; implement patching and proactive maintenance plans; develop best practice maintenance plans.

Overall administration and management of Office 365 including Exchange, SharePoint, Azure, Teams and One Drive. Perform end-user account management tasks.

Creation and ongoing maintenance of Office 365 policies and procedure documentation.

Receives and works escalated issues from other desktop staff and manager.

Creation and ongoing maintenance of Office 365 policies and procedure documentation.

Manage ticket request and follow up with users.

Provide swift and professional desk side IT support.

Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions.

Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required desk side service levels.

Utilize the ticket management system to record, update and resolve tickets from the Helpdesk.

Collaborate with other support groups across global locations to help troubleshoot client issues.

Utilize tools for building, monitoring, and troubleshooting client devices.

Participate in Disaster recovery testing exercises.

Other duties as assigned by the Level 2 Support Manager.

Excellent proven track record supporting clients in a financial environment.

Excellent proven customer service-based approach.

Ticketing System experience- Service Now.

Proven ability to prioritize tasks and issues according to the business impact

Good time management skills.

Ability to multi-task and work under pressure.

Takes responsibility and follows through on issues to closure and root cause resolution.

Inventory tracking when receiving and shipping hardware to and from events.

Work with applicable ticketing or work tracking using service now.

Office 365 issues and One Drive.

Install PC/Laptops with Windows 10 operating system and other software, add them to the active directory domain using SCCM server.

Must be able to install, uninstall and troubleshoot MAC applications.

Work directly with customers to solve problems.

L’Oréal NJ (JAN 2018- NOV 2022)

IT help desk/ Desktop support Technician.

Remote troubleshooting and support.

Assist in developing corporate standards for desktop computer software and hardware.

Managing and maintaining windows-based updates for all Desktops and laptops.

Receiving computer, wiping all data and deploying computers.

Receive computers from Physical security or mailroom and inventory them

Wipe computers of all data, return to leasing company and document

Wipe computers and prepare them for future deployments.

Deploy computers to the business users per company standards

Basic IT troubleshooting activities and support (Computers, Printers, Wireless, Conference

rooms)

Other IT site support related activities as directed by the IT Supervisor.

Perform installation and configuration of software including operating system, patches, and 3rd

party products.

Support for Mac-based systems, with in-depth knowledge of MacOS, iOS, mobile device support, and technologies

Education;

High school.

CompTIA A+

BCA

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