Yogesh Patel

*** ********* ******, ******** ********, NJ 08619

Ph. 732-***-****

ad4aki@r.postjobfree.com

US Citizen

IT Level III Executive & End User Support, Executive Desktop Support – Help Desk Technician – IT Specialist – Service Desk Specialist – User Friendly Customer Service & Customer Facing skills - Former retail Business Owner OBJECTIVE:

Obtain a challenging position that enables me to utilize and broaden my technical, analytical, sales, and business skills, while also contributing to my career advancement through the acquisition of diverse knowledge, experience while providing Excellent Customer Service.

15+ years of professional work experience providing hands-on and physical Deskside support on PC, Laptop, Server, Tablet and Phone devices.

15 years of professional work experience supporting and troubleshooting PC's running Windows 10, Office365 (Teams, Email, OneDrive, SharePoint.

15 years of professional experience providing troubleshooting on Android, MAC, and Dell PC’s hardware and OS issues 8 years of professional work experience using most recent version of the Microsoft Office Suite

8 years of experience imaging computers and physically setting up computers / monitors such as SCCM

10 years of professional work experience using remote assistance tools such as Quick Assist, Remote login, GoToAssist Organizational Skills: Maintained logs for ongoing Issues, Tickets, hardware related issues follow-up

Multitasker: Able to engage in managing multiple issues and priorities, Well organized with the ability to manage multiple priorities

Customer Service: Solid interpersonal skills, friendly, extrovert, able to work with teams or other orgs.

Physical Deskside Support: Worked onsite that involves me to move around the office to attend meetings, IT support for desktop, connectivity, Wi-Fi or any issues related to LAN Ticketing Systems: CTI (Integrating Google phone) In compliance with CISCO, VPN

Training & Expertise:

Salesforce Sales Cloud

MASS Certificate (Mobile Access Services)

Firewall & Security

CTI Phone Setup

Android

IOS devices

Administrator / Administered:

CISCO, VPN

Bit Locker

Salesforce (Password Reset)

SSO, Remote Access

Education & Certification:

Katharine Gibbs, Piscataway, NJ, January

2000 - May 2001

Certification is comprised of the following

coursework:

NT Workstation & Server 4.0,

Networking Essentials,

NT Server in the Enterprise,

TCP/IP on NT,

Proxy Server 2.0

High School Diploma 1997

Associates Degree 2000

Technical Literacy:

Microsoft Windows

98/2000/NT/XP/Vista/7/10;

Microsoft Office Suite; Microsoft Project;

Microsoft Outlook;

Salesforce & Outlook integration

Configuring Security/Blocking

SSO Setup, CISCO, VPN

Firewall. Bit Locker

Lotus Notes;

Adobe Acrobat;

Various Internet services (Netscape,

Internet Explorer 5.0/6.0, IIS 5.0) SmTools,

USMT.

EXPERIENCE:

Yogesh Patel

131 Clearview Avenue, Hamilton Township, NJ 08619

Ph. 732-***-****

ad4aki@r.postjobfree.com

US Citizen

Johnson & Johnson, Raritan, NJ August 2023 - Present IT Level 3 Executive & End User Support (Contractor)

Run benchmarking software to measure the performance of PC hardware components and systems.

Collect and analyze benchmarking data.

Report on the results of benchmarking tests.

Maintain a benchmarking lab and equipment.

Troubleshoot performance problems and recommend solutions.

Use Microsoft Cloud Intune to Build Windows 11 machines in more than 15 different languages and test them before deploying.

Making sure Hello is configured and working properly for all users.

Upload Hash, make sure required applications are installed and connected to the correct User. Make sure all permissions are updated.

Use ServiceNow ticketing system to make sure all issues have been resolved and open tickets if needed.

Daily communication with Dell, Lenovo, HP, Apple for laptop, Desktop, Mobile device order and resolution. Astound Broadband Powered by RCN June 2018 – March 2023 LAN Engineer/Executive Support Desk Lead

Used ServiceNow ticketing system.

Installed Software and client specific applications using Software Center, and installed Network printers.

Captured and restored client data (My Documents, desktop, internet explorer favorites, and Microsoft Outlook .pst files).

Used Active Directory to create new user accounts, Give security permissions, unlock accounts, reset password, find Bit locker key, admin rights etc.

Installed Cisco VPN Client for setting up VPN.

Encrypted all machines using Bitlocker pin setup by client.

Imaged New & Old machines.

Troubleshooting PC and MAC along with Android and IOS devices.

Setup Laptop, Desktop for PC & MAC. for dual monitors using a docking station for clients.

Assisted with patching cables from Router to switch to patch panel.

Provided onsite / Mobile desktop support 24 hours post work order completion.

Provided IT support to non-technical personnel on site and off site.

Demonstrated professional and courteous behavior with clients at all times.

Identified and resolved all technical issues with a variety of provided tools.

Follow up with clients to ensure work completion satisfaction.

Answered incoming calls to the refresh department and took charge in resolving client issues.

Mapped all network drives and home-shares for all clients.

Inventoried assets and disposed of old machines every two weeks. BuyRite (Retail Liquor Store) August 2014 – May 2018 Co-Owner, Manager, IT Technician

Maintained and updated software needed for POS systems, Security Cameras, and back office/accounting computers.

Troubleshoot and remediate issues with Security Cameras and associated computers as well as POS devices, printers, and laptops.

Interview, hire, onboard, and schedule employees as needed.

Maintained accurate asset inventory ordering retail supplies as needed. Bank of America Merrill Lynch January 2014 – July 2014 Yogesh Patel

131 Clearview Avenue, Hamilton Township, NJ 08619

Ph. 732-***-****

ad4aki@r.postjobfree.com

US Citizen

Desktop, Help Desk Support and Refresh Technician

Install Software and client specific applications using Smtools, and install Network printer.

Use data transfer tool by Microsoft called USMT to capture and restore client data (My Documents, desktop, internet explorer favorites, and Microsoft Outlook .pst files).

Used Active Directory to create new user accounts, unlock accounts, reset password, find Bit locker key, admin rights etc.

Configure MASS Certificate (Mobile Access Services) for setting up VPN.

Encrypted all machines using Bitlocker pin setup by client.

Reimage machines that had no image.

Setup Laptop, Desktop for PC & MAC. Dual monitors using DVI and a docking station for clients.

Assisted with patching cables from Router to switch to patch panel.

Provide onsite / Mobile desktop support 24 hours post work order completion.

Tracked out all Installation and uninstallation work orders using BART system

Scheduling and installing work orders for work week.

Minimum of 20 machines per week depending on appointment timings with clients.

Provided base level IT support to non-technical personnel on site.

Demonstrated professional and courteous behavior with clients at all times.

Identified and resolved all technical issues with a variety of provided tools.

Follow up with clients to ensure work completion satisfaction.

Answered incoming calls to the refresh department and took charge in resolving client issues.

Setup IBM RDz repository installation.

Map all network drives and home-shares for all clients.

Took inventory and did disposal of old machines every two weeks. Scout ET Inc. April 2004 – December 2013

Computer Technician

Effectively recruited high-end IT professionals through Internet research, internal databases, cold calling, referrals, networking, job fairs, etc., and placed them into contract and full-time positions.

Drove the hiring process in a high-volume environment by working directly with client-side hiring managers and ensured that candidates met requirements in order to be placed on assignments in a timely manner.

Implemented innovative sourcing strategies including referral generation, ad placement, position postings, direct sourcing/cold calling, and networking, in order to develop a qualified pool of candidates.

Developed marketing materials such as brochures, information packets, flyers, and posters, and organized promotional events, in order to effectively promote strong relationships between our agency, clients, and candidates.

Possessed strong technical/business acumen and understanding of technical requirements allowing for excellent candidate and position assessment skills.

Awarded Employee of the Year award for outstanding sales and client service.

Hiring entry level IT Recruiters/Salespeople to join Onshore/Offshore team and train them individually and manage the team.

Bloomberg, Princeton, NJ August 2003 – March 2004

Client Operations Specialist/Computer Technician

Researched existing call notes and phone calls to correctly validate and amend crucial client information (i.e., market type) in Prospect Database.

Yogesh Patel

131 Clearview Avenue, Hamilton Township, NJ 08619

Ph. 732-***-****

ad4aki@r.postjobfree.com

US Citizen

Provided exceptional client support through strong communication skills, responsive follow through, and advocacy for client issues within internal departments.

Generated and compiled surveys and results and analyzed data reports that were presented to upper management teams in order to track the efficiency of “company to client” relationships.

Confirmed and linked UUID to appropriate Bloomberg users. C3i (J&J Pharmaceutical), Morristown, NJ August 2001 – July 2003 Help Desk Analyst

Provided help desk support and technical training on Siebel applications to Johnson & Johnson pharmaceutical via email and telephone communications.

Performed ad hoc queries of Siebel system issues; monitored and documented help desk tickets/resolutions using Siebel tools; and maintained equipment inventory lists.

Played a key role in ensuring a proficient workforce and maximizing system uptime by responding to client service requests and expediently resolving trouble tickets.

Increased problem-solving efficiencies by creating and submitting detailed call logs that documented client interactions.

Managed various areas of support including maintenance of VPN issues regarding broadband/dial-up for laptops, printers and peripherals; account provisioning; email support (Outlook, Lotus Notes); and Windows system installation, configuration, and upgrade issues.

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