Customer Service

SHANKAR BISUNKE

Woodside, New York ***** 929-***-**** ad0pqq@r.postjobfree.com

linkedin.com/in/shankar-bisunke-4b801510b

PROFESSIONAL SUMMARY

Desktop Engineer with experince in Law Firm, Financial management, healthcare and service industries, Bi-Lingual, experience of managing multiple Teams and meeting demands in IT and Operations. Looking to grow professional career in the IT field.

TECHNICAL SKILLS

Hardware: HP, DELL, TOSHIBA, IBM Lenovo (desktops\laptops), iPhone, Samsung, Droid (PDA) Galaxy Tablets, iPad, MS Surface tablet, CISCO 7962 CM CONSOLE Unity\ Voicemail\Mobility\CISCO IP Communicator, Apple Mac notebook and Pro workstations, Quantum Super Loader3 DLT IV, ADIC 458 Scalar, Sony AIT 81 tape library, HP MSL 5026, Maxtor/Seagate Hard drives, CISCO Catalyst 2900 router, HP 2524 switch, SonicWALL 330, AT&T 5ESS, NEC Multiplexer, ESA QUAD BRI, D4 Channel Bank, Nortel PBX, AT&T/Verizon T1 T3, DSL modems, Cable modems, ISDN, Verizon fiber optic Modems, Linksys WRT54G wireless Router.

Operating Systems: Windows XP/7/8/10/11/Surface, Samsung Android OS 10, MAC OS X 10.15 Catalina/iPad/IPhone.

Network Operating Systems: Windows NT Server, Windows Server 03/08/12, Windows Active Directory, Apple OS X 10.2/10.4, Citrix Xen/VMware/ Meta Frame, Bullet FTP, Blackberry BES, Novell 4.0, IBM AS/400, Oracle 9i, SAP, Veritas 12.0, DNS, DHCP, FTP, Telnet, Drobox, Sling.

Video conferencing: Zoom, Polycom Com, Cisco WebEx & Tele presence, Crestron, Blue jeans, and Viju.

Security: Sophos Anti-Virus/Encryption, McAfee, Norton’s, Windows Fire wall, and Malware Bytes.

Remote access Applications: Citrix Director, Go-To-Assist, Pulse VPN, RSA, Air Watch MDM, Microsoft Intunes.

PROFESSIONAL EXPERIENCE

Desktop Support Engineer- (Temp) Schulte Roth & Zabel LLP New York, NY May 2023 – Present

• Effectively managed and maintains all desktop machines and Intunes MDM solutions to deployed devices.

• Provided all levels of technical support for an Office Relocation Project for major Law Firm.

• Responsible for Migration of desktops, installations/setups of workstations, troubleshooting support for software/applications, including MS Office 365, Active Directory, mobile devices, Cisco A/V and Conferencing tools.

• Assisted remote users with VPN and Citrix connectivity issues, administered solutions to remedy issues with the Network

• Manages deployment, monitoring, maintenance, upgrade and support of all IT systems to include.

• Maintained tickets up to date, closing, escalating, and notating tickets as needed.

• Served as backup to Mobile Support (Troubleshooting common issues with mobile application, physical issues with iPads, and software related issues.)

• Provides periodic, timely reports as requested to support decision making in IT operations.

IT Engineer- (Contract) Nomura Asset Management New York, NY Oct. 2021 – March. 2023

• Serves as the first point of contact for end-users seeking technical assistance over the phone, email, or visiting your desk.

• Troubleshoots, diagnoses, and resolves technical system, hardware and/or software issues.

• Manages UEM Blackberry mobile device management software and company provide smartphones to all employees.

• Runs weekly health check on system, network and application including Hard Disk Drive free space, backup system, etc. and reports to the IT team.

• VMware environment, Windows 10 - MDM & corporate mobile phone management.

• Provides orientation to the new hired employees.

• Provides efficient and appropriate resolution and excellent customer service.

• Maintains records including technical issues inquired and provided resolutions.

Desktop Consultant (Contract) Cravath Swaine & Moore LLP - New York, NY March. 2021 – Sept. 2021

• Assisted with computer or phone-related problems, escalating as necessary to the IT Department’s technical staff.

• Used IT Support Desk tools such as Heat ticketing system and multiple remote access software.

• Provided support as necessary to install and troubleshoot phones and wireless devices.

• Assist remote users with VPN and Citrix connectivity issues both at home and abroad.

• Install, setup, upgrade and configure PC/Laptops with new programs, systems and software for end users.

• Provide technical support for computer and phone related issues, escalating to technical staff as necessary.

• Create and setup accounts in NetDocs and Active Directory, OKTA and other systems for incoming Fall Associates.

• Assist in Audio/Visual setup for meetings, conferences for Zoom, WebEx, and other conferencing tools.

IT Consultant/ Desktop (Contract) New York - Presbyterian Queens Hospital NY July 2019 – Feb, 2021

Provided EPIC (TDR) Project Support to manage, assisted/troubleshot desktop, printer, phone and equipment issues of Hospital.

Deployed over 100 Desktops, Laptops, VDI’s for Doctors, Nurses, Clerks, Operating Rooms and Administration for new

hospital system EPIC.

Deployed new equipment for Epic such as Imprivata Tap-and-Go, Specimen label Printers, Fujitsu Scanners, Barcode Scanners,

Signature Pads, Printers and BCA Printers on workstations.

Assisted Weill Cornell Campus with EPIC Go Live TDR by testing 400 PCs verifying all end user devices are configured

correctly for EPIC software.

Coordinated with the Network Team ensuring all label printers and printers are configured with the correct VLAN and IP

Addresses when swapping or deploying new devices.

Provided Tier 1 support, resolved tickets regarding desktops, VDIs, printers, scanners, and mobile phones onsite and remote.

Configured and deployed VDI Thin Clients using Dell Wyse Console, and Apple devices using MobileIron software.

Whitelisting network devices MAC address to access secure network with Infoblox.

Documented troubleshooting notes, requests, incidents, and update information via Service now.

Mapped Users Shared drives, personal drives and resetting passwords using Active Directory.

Desktop Technician Universal Hospital Abu Dhabi, UAE Nov. 2015 – Dec. 2018

EDUCATION

Bachelor of Science in Information Technology (BSc.- IT) - Lord Buddha Education Foundation, Kathmandu

(Affiliated to Sikkim Manipal University, India) 2014

CERTIFICATES

Laguardi College New York, NY CompTIA Security+

Per Scholas Bronx, NY CompTIA A+/ Network+

Google Coursera Google IT Support Professional Certificate

National Institute of Information Technology (NIIT) INDIA - 1 year Diploma in Computer Hardware & Networking

REFERENCES

i.Michael Bruce – IT Supervisior – Schulte Roth & Zabel LLP - New York, United States

Email: ad0pqq@r.postjobfree.com Mobile: +1-973-***-****

ii.Rishi Beharry – Supervisior (IT Customer Experience) - New York Presbyterian Queens Hospital

Email: ad0pqq@r.postjobfree.com Mobile: +1-718-***-****

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