Rajiv Kumar Behl

Local to San Jose, CA

SUMMARY:

Engineer with hands on Experience in Installation, configuration, and maintenance of a comprehensive IT infrastructure with a focus on Mac OS and Microsoft Windows.

Analyzed and resolved hardware/software problems onsite or in remote operational mode.

Responsible for Removal and installation of hardware components and peripherals, upgrades, patches

Rajiv has Installed additional software manually / via deployment console • PC Refresh Life Cycle Process and deployments.

Provided concierge support to VIP/Executive personnel on an as-needed basis.

Classification of technical queries and forwarding them to relevant departments.

Use client security (antivirus, encryption), remote support, and ticketing tools, such as Remedy, and ServiceNow!

Hardware installation and hardware expansion, Lab support, Data Centers, McAfee epos, Instructions, and training to the users, enquiring and asking relevant questions.

Backup and restore of user data, Encryption and de-encryption of data, migrations, and data recovery.

Coordination with IT coordinators and users to implement projects.

SKILLS:

Expertise in MS Office Suite applications, Excel, Word, Outlook, Access DB, Teams, VB & PowerShell Scripting

Strong understanding of Wi-Fi 802.11 networks, subnetting, IIS server, IBM, SQL queries

Strong understanding of TCP/IP, routing protocols, L2/L3 switches, OSI model, Dot.net apps

Experience with security products firewalls, IPsec, IDS/IPS, WIDS

Expertise in troubleshooting and problem solving, managing queues, vendors, and clients.

Extensive working knowledge of Windows, Mac OSX, UNIX command line, Vi-editor, Linux, AWS

Call center experience, preferably supporting data, ServiceNow, ITSM, Remedy

Supporting One Drive for Business, Box, SharePoint, and Inventory management, manage\monitoring queue in ServiceNow and Remedy ITSM, and pulling data from various resources.

EDUCATION:

ITI, Patiala University, India 1974

CERTIFICATIONS:

Studying for PMI certification, working on Mac JAMF certification, Working on Azure certification.

Certificates from New Horizons Computer Centers, in Windows server, Network Design and management, Exchange server, Cisco router & and switches, ICND Certificates.

A+ certified and Network+ certified by CompTIA, never expires, constantly updating my skills.

MSFT Windows 95 Administration by Brain bench. MSFT Windows NT 4.0 Administration by Brain bench.

EXPERIENCE:

Kodiak Bio-sciences Inc., Palo Alto, CA Nov 22 – Dec 22

IT Support Engineer

Responsibilities:

Provided onsite support to employees, and contractors, Window 11 imaging/setup of new Laptops, Surface Pros, HW & SW, Enterprise application support, Intune/SCCM imaging/deployments, and Bit locker encryption. Networking troubleshooting installed security patches/updates, One Drive, SharePoint, Firmware flashing/bios updates, Office 365, LAN/WAN/ worked with IPv4/IPv6, WIFI issues. Provided support AV and Zoom rooms, and other applications.

Managed incident requests in Jira, created New user accounts in Azure AD, exchange mailboxes, Inventory management, etc.

Excel Inc./ Intel, Santa Clara, CA Aug 22- Nov 22

Lab Support Engineer

Responsibilities:

Supported Various Labs on the campus, Windows 11/Win. 10 & Linux servers, hardware, etc. troubleshooting, network, VDI, hardware and software, issues. Created/updated inventory and documentation for various processes, on SharePoint. Attended IT meetings and training.

Mouritech / Trinet, Dublin, CA Mar 22- May 22

Mac Imaging Engineer

Responsibilities:

Imaged M1’s 14” & 16” MacBook Pros, with Monterey MAC OS X, with Apple configurator 2.0 & JAMF, added them to AD, MIM portal for Intune, ran JAMF scripts, ran updates, Unix Terminal command line, Binding in Active Directory, added in Service NOW as assets, data entry. Created shipping labels in the FedEx portal and shipped prepped MACs to the end users, providing training and documentation. Installed Office365, MS Teams, other apps & and software, Visio, and Project, on a need basis.

WinMax -SamTrans, San Carlos, CA Oct 21 – Dec 2021

IT Support Engineer

Responsibilities:

Windows 7, 10 migrations in LAN/WAN, Enterprise environment upgrades with SCCM, data backup/transfers, monitored queue via Track IT, installed applications, updates, Desktop Central, Linux, SQL.

Imaged new laptops/Desktops, troubleshooting, installed/upgraded to Office 365, One Drive for Business, Zoom Conferencing, PowerShell scripting, BitLocker, Security, Antivirus updates, Microsoft Teams, printers, and other apps, network protocols, TCP/IP, DHCP, DNS, IPv4/IPv6, SMTP, and other protocols, routing/switching.

Updated data in Excel spreadsheets, communicated via MS Team’s Chat tool, with other team members and end clients. Interviewed clients as part of pre-deployments and contacted Clients via email/Chat to schedule upgrades and migrations. Asset tracking/management and other tasks assigned by the Manager.

View.com, Milpitas, CA Jun 21 – Jul 21

IT Support Engineer

Responsibilities:

Provided onsite support to 400 employees, Engineers, contractors, and interns. Imaged/set up new/used Laptops Supported Dell/Lenovo HW & SW, Enterprise applications, Office 365 management and support, troubleshoot/maintained Laptops, security patching/updates, Scripting.

Apple products, MAC OSX, and Lab support. In Active Directory moved/ Disabled non-functional Workstations to relevant OU. Mimecast emails attachments /delivery management, and other duties as assigned by the Manager.

Billcom, San Jose, CA Mar 21 – Apr 21

IT/ MAC Support Engineer

Responsibilities:

Provided onsite support to Billcom employees and contractors, imaging/setup new Laptops Supported by Lenovo HW & SW, Enterprise application support, Intune/SCCM imaging/deployments to Laptops, and Bit-locker encryption. Networking troubleshooting installed security patches/updates, Firmware flashing/bios updates, MDM mobile devices, LAN/WAN/ worked with IPv4/IPv6, WIFI, wireless support.

Asset management in ServiceNow. Mac OS X Catalina imaged MacBook Pros, M1, and support via JAMF, joining Domain, and Self-service, installed Office Suite, updates, Remote Desktop, other Apps, patches, troubleshooting, performance tuning, and training. Shipped assets to End-Users, emailed and followed up.

Windows 10 imaging. Installed updates/patches. Created/Updated Jira tickets and resolved issues. Troubleshooting and resolving issues, via email, phone, and Chat. Issues with Office 365, Zoom, Zoom- rooms monitoring/updated, SharePoint, Google apps, G-Sheets, MS Teams, Defender Antivirus and other applications/software, printers, Audio/Visual support, and other duties as assigned by the Manager.

Extreme Networks, San Jose CA Oct 19 –Mar 20

IT Support Engineer

Responsibilities:

Provided 3rd-level support to 3000 employees, contractors, vendors, and C-level Executives support. Supported Dell/Lenovo HW & SW, Silicon Chipsets, Enterprise application support, SCCM/Intune imaging/deployments of Laptops/Desktops, security updates, and BitLocker encryption. Networking troubleshooting, TCP/IP, UDP, DHCP, DNS, and network protocols, assisted with Intune deployments. Installed patches, Firmware flashing/bios updates, MDM mobile devices, LAN/Wan/ worked with IPv4/IPv6, WIFI, Virtualization support, SQL & and apps.

Asset management in the ServiceNow portal. Mac OS X Mojave imaging, JAMF deployments, hardware & and software support. Bind Macs to Windows domain, installed Office Suite 365, updates/patches, Remote Desktop, other Apps, troubleshooting, performance tuning, Activity Monitoring, training, IP phone Setups.

Windows 7 to Windows 10 upgrades/migrations. Installed updates/patches. Created/Updated ServiceNow tickets and resolved issues. Troubleshooting and resolving issues, via email, phone, Chat, and in-person. Issues with Office 365, Skype for Business, SharePoint, One Drive for Business, MS Teams, Defender Antivirus, and other applications/software, printers, zoom rooms Audio/Visual support, and other duties as assigned by Manager.

GAP Inc., San Francisco, CA Jun 19 – Aug 19

IT Support Specialist

Responsibilities:

Windows 7, 10 migrations in LAN/WAN, Enterprise environment upgrades with SCCM, data backup/transfers, effective data restore, in-person support, monitored queue via ServiceNow, Excel spreadsheets.

Imaging, Setup new laptops/Desktops, troubleshooting, installing Office 365, One Drive, Skype for Business, Box, Zoom Conferencing, Visio, Project, BitLocker, Security, Antivirus, Microsoft Teams, printers and other apps, network protocols, TCP/IP, DHCP, DNS, IPv4/IPv6, SMTP and other protocols, routing/switching.

Updated data in Excel spreadsheets, communicated via MS Team’s Chat tool, with other team members and end clients. Interviewed clients as part of pre-deployments and contacted Clients via email/Chat to schedule upgrades and migrations. Zoom conferencing, Asset management, and other tasks assigned by the Manager.

Macy's Inc., Santa Clara, CA Feb 19 – Apr 19

IT Support/Inventory Specialist

Responsibilities:

Assisted Macys Tech team in inventory control/management, migration, and transitioning process to a new vendor company. I scanned assets, computers, Monitors, cash registers, mobile printers/printers, barcode scanners, Routers, switches, iPads, iPods, and many other types of assets, and made appointments with managers/clients to schedule meetings, to follow the control process.

Updated data in Excel spreadsheets daily, created reports and forwarded to the reporting manager routinely. Boxed, labeled equipment to get shipped. Attended IT meetings and provided reports and feedback.

GAP Inc., San Francisco, CA Dec 18 – Feb 19

IT Support/Migration Specialist

Responsibilities:

Windows 7 to Windows 10 migrations in networked Enterprise environment upgrades with SCCM push, data backup/transfers. Imaging, Setup new laptops/Desktops, troubleshooting, installing Office 365, One Drive, Box, Zoom, Visio, Project, BitLocker, Security, SEP Antivirus, Teams Chat, ServiceNow, and other apps.

Updated data in Excel spreadsheets and communicated via MS Teams with other members of the team and end clients. Interviewed clients as part of pre-deployment and contacted end-users/Clients via email/Chat to schedule upgrades and migrations. Zoom conferencing, Asset management, and other tasks assigned by the Manager.

HCL / Micron, Milpitas, CA Aug 18 – Sep 18

IT/Lab Support Analyst

Responsibilities:

Provided second-level support in Tech shop settings, to 1000 employees, and vendors. We supported HP HW & SW, Enterprise application support, and SCCM imaging/deployments to Laptops/Desktops via PXE boot.

Windows 7 to Windows 10 upgrades/migrations. Installed updates/patches. Created/Updated Remedy tickets to resolve all issues. Troubleshooting and resolving issues, via email, phone, Chat, and in-person. Issues with Office 365, Skype for Business, SharePoint, One Drive for Business, Box, Virtualization support and other applications and software, moves, setup of New Hires and orientations, ordered Hardware via Ariba portal, Lab support, and other duties as assigned by the Manager.

Apple Inc., Sunnyvale, CA Apr 17 – Mar 18

Computer/Data Analyst

Responsibilities:

Apple OS X Sierra/El Capitan platform derived Data and Source Codes from various sources and types of media, floppies, DVD/CDs, tapes/DAT, 5.25 Floppies. and then created images and archived them to external drives or network shares. Cataloged the contents in the boxes.

Ran scripts to backup data to drives. Daily updated Excel spreadsheets and color codes accordingly. Kept manager updated about progress and issues.

NASA Research Centre, Mountain View, CA Sep 16 – Nov 16

Desktop/Lab Support Engineer

Responsibilities:

Provided 2-level support to employees, Scientists, and C-level executive support, with their daily issues, provisioned new HP HW & SW, Windows 7 upgrades to Windows 10. Mac OS X deployments supported Office Suite, OneDrive, Enterprise applications, and IPv4/IPv6. Drove Gold cart to various locations for support.

Monitored HP Manager Queue tickets updated, followed up with the end-users, resolved issues, and closed tickets. Installed Virus/patch updates; Security Compliance issues, Encryption, Lab support, backups, JAMF/Casper Mac imaging, PC imaging (SCCM) deployments, SSO/OKTA, troubleshooting/supporting phones, and printers.

Homedepot, Foster City, CA Dec 15 – Mar 16

IT/Mac Support Analyst

Responsibilities:

Provided day-to-day 2-level IT support to local and remote offices' Jira ticketing system. Assisted staff with email, Networking, and C-Level Executive support, board members, and other VIPs. Set up Huddle meetings and Conferences for VIPs, CEO, and Board Members, to deliver their speeches/updates.

Supported Mac/PC HW & SW, Windows 7 migrations to Windows 10, Office Suite 13/2016 upgrades: Cisco VPN. I created images with Deployment Studio, deployed to employee’s provisions, cloud backup, AD accounts, and Encryption, inventory management. MAC OS X El Capitan, VDI, One Drive, Box, Antivirus, Oracle, SSO/Okta, VOIP, Telepresence, AV systems, Mobile phones, MDM, DNS, TCP/IP, DHCP, phones, and printers. Setup/configure plotter, 3D printing/imaging, and other projects, as directed by IT Manager.

EBay, Inc., San Jose, CA Jun 15 - Nov 15

Mac/Desktop Support Engineer

Responsibilities:

In TechBar, provided outstanding 2-level support to 10,000 employees in a Global delivery environment, using Remedy ticketing system for daily issues, email, Networking, Mac/PC HW & SW, printing, Okta/SSO, VPN issues, HP Connected backup, AD account management, SAML, PBX/ShoreTel, Lync server, VM’s, File Vault Encryption, Data backups, recovery, and restorations.

MAC OSX EL Capitan/Yosemite support, Office suite 365/2016, SCCM/JAMF imaging, deployments-Migrations, and recovery, AutoCAD, One Drive, Oracle, VOIP/phones support, Joining Macs to domain, Virus remediation, security threats/Security compliance/issues, moves, inventory, AV/Video Conferencing, projectors, Mobile phones, MDM, DNS, TCP/IP, DHCP, printers, plotters, 3D printing, and other projects as directed by Manager.

Palo Alto Networks, Santa Clara, CA Oct 14 – Feb 15

Mac/Desktop Support Analyst

Responsibilities:

Provided 2nd level dynamic solutions to, C-level Executive support, Board members, Managers, etc., end-user issues, in-person, by email, phone, and chat, for Dell PCs & Mac OSX Ver. 10, HW/SW and printers issues, device provisioning, OS Migrations, 2000 employees & and contractors, remote Teams and SEs, BitLocker/File vault Encryption, user access, SSO/OKTA, SCCM/JAMF image Deployments. Created/Managed Active Directory, exchange 2012 Mailboxes, Distribution Lists, Lync server administration, GoToMeeting, and Shortel admin user accounts.

Responded to phone, email, and web inquiries. Installed/supported applications Office Suite 2016, One Drive, Box, Project, Visio, Crash Plan Backups, Google Apps., AV/Video Conference room support, Lab support, IPv4/IPv6VM’s, projectors, vendors, and other duties as assigned by Manager.

University of San Francisco, San Francisco, CA May14 – Aug 14

Mac/Desktop Support Technician

Responsibilities:

Created, updated, and refreshed Ghost images for Dell & Lenovo hardware, troubleshooting and other issues, Mac image creation with Deployment Studio, Mac/PC, and printer support, assisted in resolving Telecom issues, activated phone ports, and set up / moving phones.

Troubleshoot phones/Data port issues with Toner and other tools. Opened, updated, and closed Service Now tickets and other duties assigned by the manager. I installed all software and applications, tested, benchmarked images, had them QA, and then uploaded them to the Server. I created updated documentation for IT staff and end clients, created, tested, and deployed Mac images with Deployment Studio, and other duties as assigned by the manager.

Stanford University, Palo Alto, CA Jan 14 – Mar 14

Lab/Desktop Support Technician

Responsibilities:

Provided 2nd level support to PC & and Mac users, 3000 Students, Managers, and Directors, with their hardware & and software issues. Making calls, sending emails, WebEx, Backup data, migration, imaging, BitLocker/File Vault 2 encryption, installed Remedy 7.5, CrashPlan and Exchange 2012, IPv4/IPv6, Office Suite, Outlook, SaaS, configured and deployed, iPhone & iPad, AirWatch and MDM issues.

Responded to phone, email, and web inquiries. I installed Windows 8.1 & 7 on my PC, supported Mac OSX/systems & and provided Lab support for various lab operations.

John Muir Hospital & Samsung, CA Oct 13 – Jan 14

Desktop/Lab Support Analyst

Responsibilities:

Microsoft SCCM/MDT Imaged, HP hardware, All in One 8300, building/setting up medical equipment, printers, inventory, deployments, Wi-Fi, documentation, Office Suite, exchange, and other duties as needed.

Provided 2nd level support to 2000 clients on Dell/Samsung hardware/Allen ware, Ubuntu Linux, printers, imaging, Laptops, administration/moved Users in Active Directory, Wi-Fi issues. Created/updated Excel spreadsheet reports, for all users in Active Directory. Moved objects & and users in Active Directory, Encryption on laptops/Desktops, inventoried old hard drives for Users, data entry, Lab support, and attended IT meetings, to improve service and productivity.

Performed many contracts and projects at various companies from Aug 13 – Oct 10

Symantec, Mountain View, CA Feb 08- Mar 09

Site Services Analyst

Responsibilities:

Provided 2-3rd level technical support to 2500 users, for Windows Vista, XP, Linux, and various operating systems, software and hardware, and secondary network infrastructure support. Contacted Vendors warranty related issues.

Installed, configured, and troubleshooted various systems, servers, and network and wireless issues. Created/extracted images to Laptops and desktops with Ghost/Altiris. Deployed patches, E-mail archiving, and E-vault system.

Remedy tickets management, Phones, WebEx and email support, social media, Vendor management, and Documentation. Project management and deployments and migrations. An ITIL environment.

Resolved issues in a timely manner. Attended IT meetings, and trained end-users.

Communicated highly technical information to both technical and non-technical personnel.

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