It Support Customer Service

Renu Bala

************@*****.*** 248-***-**** Troy, MI

Education

• IT Support Professional Program, September 2021

• Bachelor of Technology in Computer Science, July 2008

• Good knowledge of CCNA

• Good knowledge of CompTIA A+

• Good knowledge of MCSA

Certifications

• Customer Service Certified (CSC) for Dell, HP & Lenovo

Technical Skills

• Hardware maintenance, operating systems (Windows), and printers

• Active Directory

• Good understanding of OSI model, TCP/IP protocol suite (IP, ARP, TCP, UDP, FTP, DHCP)

• Working knowledge of DHCP Server, DNS server, FTP, TELNET

• LAN design, including network topology, subnetting, and VLAN configuration

• Configuration and maintenance of switches, routers, and firewalls

• Implementation of network security measures, including firewall rules and access control lists (ACLs)

• Troubleshooting and resolving network connectivity issues

• Designing and implementing secure remote access solutions (VPN)

• Network performance monitoring and optimization

• Implementation and management of NAT (Network Address Translation)

• VLAN configuration and management

• Network device firmware upgrades and patch management

• Network documentation and diagrams

• Configuration and troubleshooting of wireless networks

• Knowledge of network protocols such as TCP/IP, DHCP, DNS, and SNMP

• Familiarity with network monitoring and management tools

• Experience in tracking inventory levels and maintaining accurate records for computer and networking equipment

• Setting up and maintaining Active Directory domains

Work Experience

System Administrator at V2Soft, April 2022 – Present

• Provisioned new software and hardware following established security policies

• Workstation repair and maintenance

• Operating system reload and software installation

• Workstation inventory management

• Printer maintenance

• Troubleshooting and issue resolution for workstations

• LAN/WAN support

• Shipment of workstations and on-site support

• First-level help desk support for workstation issues

• Monitoring and maintenance of UPS, UPS batteries, and generator

• Server monitoring and maintenance

• Facility-related issue handling

• Cell phone reset

• Asset/inventory management

• Detailed reporting on software upgrades and system sprints

• Software installations and upgrades for Windows operating systems

• Implementation of management tools for virtual server computing environments

• Cost-effective solutions implementation

• Network availability and latency troubleshooting and corrective action planning

• Performance reports on network and system downtime issues

• Remote and on-site software testing for server sets

• Integration and updating of software products for system compatibility

• Tier 2 and Tier 3 support for problem identification, diagnosis, and issue resolution

• Configuration and testing of Windows Server operating systems

• Active Directory domain setup and maintenance

• VPN gateway and client setup and configuration

• VPN protocol configuration (SSL/TLS VPN)

• VPN security implementation and management (encryption, authentication, access control)

• Troubleshooting VPN connectivity and performance issues

• Monitoring and management of VPN usage and traffic

• Hardware and software issue diagnosis and resolution

• Knowledge of Office 365

Field Engineer at Worldwide Tech Services, 2021 - April 2022

• PC hardware break-fix with Dell, Lenovo, HP

• Identification of hardware issues using diagnostic tools

• Computer configuration, including network drivers and printer connections

• Remote consultation to understand user problems and locate root causes

• Data reporting on repairs and replacements

• Coordination with hardware and software vendors for warranty services and technical support

• Monitoring and rapid response to faults and malfunctions

• Functionality testing on systems and applications

• Error message detection and correction

• Communication with ticket submitters for repair updates

• Documentation of repair processes and stream

Junior Network Engineer, Bharat Sanchar Nigam Ltd (Telecom Company), India 2009 –2016

1st line and 2nd line support-troubleshooting of IT related problems.

Configuration and maintenance of Wi-Fi router.

Designed, configured, and maintained LAN infrastructure.

Collaborated with cross-functional teams to troubleshoot and resolve network issues.

Setup upgrade; maintain end user systems such as tablets, PCs laptops, printers, scanners, phones, including relevant hardware & software applications.

Active directory, user account creation, password reset, account unlocks.

Troubleshooting of LAN connectivity.

Network device connectivity switch/Router/Firewall/Modem.

Respond to customer’s concerns and questions and secure sales and meet any established goals.

Greet and establish rapport with customers, proactively engaging them in conversations about products.

Teacher, Adarsh Diploma College, Haryana, India 2008- 2009

Studied computer fundamentals.

Basic of C language.

Basic of Computer networking.

Basics of Data base management system

Renu Bala

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