Help Desk Service

Dipak K. DeBiswas

* ********* ****** **********, ** 08876

**********@*******.*** 908-***-****

Objective

To obtain a position that utilizes my interpersonal, communication, and problem solving skills and continue to grow into a more productive and Valued Employee and team contributor.

Professional Experience

Princeton Plasma Physics Laboratory-Princeton, NJ April 2023-July 2023

Help Desk Technician

Provided IT Help Desk support for 600+ employees (world-wide) to diagnose, troubleshoot and resolve a range of software, hardware, and connectivity issues following established practices, policies, and procedures

Provided technical support over the phone or via a Bomgar/Beyond Trust Remote Session

Provided Administration in a Microsoft Domain Environment with GSuite Integration for Mail, Calendar and productivity applications and resources

Reconciled and distributed incoming tickets to members of the Service Desk team

Coordinated with Tier I and Tier II help desk associates in resolving escalated issues

Create, assign, and close tickets in ServiceNow

Maintain up to date knowledge of company’s IT systems and procedures to properly assist callers

Assisted in provisioning, supporting, and disabling accounts in multiple systems

Imaged Windows based units via PXE, which were deployed, sanitized, and configured via SCCM

Sanitized, configured, and deployed MacOS and iOS devices via JAMF Pro

Provided Administration of data backup and recovery using CrashPlan

Configure device network access using NetReg and FortiNAC

Setup and configured equipment in offices and assisted in office moves

Provided Administration support for Duo authentication for 2FA

GAF Materials Corporation-Parsippany, NJ September 2019-December 2022

Senior Service Desk Analyst

Provided IT Help Desk support for 3200 employees (world-wide) to diagnose, troubleshoot and resolve a range of software, hardware, and connectivity issues following established practices, policies, and procedures

Provided technical support over the phone or via a Bomgar/Beyond Trust Remote Session

Granted access for associates to over 450 different applications, such as Peoplesoft, Salesforce, TM1, and more

Provided Administration in a Microsoft Domain Environment with GSuite Integration for Mail, Calendar and productivity applications and resources

Developed and maintained training materials for the Service Desk Team

Reconciled and distributed incoming tickets to members of the Service Desk team

Coordinated with Tier II and Tier III help desk associates in resolving escalated issues

Create, assign, and close tickets in ServiceNow

Maintain up to date knowledge of company’s IT systems and procedures to properly assist callers

Provided Administration of multiple Enterprise and Proprietary Applications SAAS including Peoplesoft, Maximo, TM1, Arcplan, Carta/FileBridge, Salesforce, SalesCenter, AO Docs, Ariba, BrainCube, Carrierpoint, Docusign, Gensuite, Sharepoint and many more

Assisted in provisioning, supporting, and disabling accounts in multiple systems

Maintained and Administrated Peoplesoft Accounts on multiple different Instances across the Organization with integration of; order management, shipping, invoicing, inventory data, and reporting. Assisted in researching PeopleSoft roles for permissions via Microsoft SQL

JAK Marketing-Warren, NJ/NYC November 2018 –September 2020

IT Consultant

Provided various IT support for both JAK Marketing and Apparel Solutions. Apparel Solutions are fashion designers and JAK marketing is the warehouse component

Performed backups, new PC setups (Win 7/10), fix email issues, and solving any domain/access issues with Windows Server 2002, software installation, tune-up/cleanups, diagnostics, and generally fix any issues the employees encounter

Installed and set up printers for account, both through either a direct or network connection.

Supported and troubleshoot Zebra label printers to ensure they were up and running with the current PCs.

Setup and maintained employee account via Active Directory

Performed repairs for various software/hardware issues

Setup and configured machines for employees

Configured/troubleshoot e-mail issues of an Exchange based service

Performed hardware/software installs and general computer maintenance

Best Buy/Geek Squad-Bridgewater, NJ September 2013- October 2020

Advanced Repair Agent

Troubleshoot both Apple Mac OSX and Microsoft Windows OS 7&10

Performed diagnostics and repairs on client’s technological devices

Provided technical support in person or over the phone

Provided data backup services for clients, ensuring accuracy and confidentiality

Assisted other departments by providing sales and customer support

Provided face to face customer support for client’s technological issues

Used selling skills to provide solutions, services, and products to clients

Performed quick computer repairs

Diagnosed and check in service for service

The primary job is to resolve the client’s issues in a sensible timeframe, proceed to close their ticket and inform them of completion

Prioritized completed Services/ Tickets by Contacting client or updating it on NOVA within 24-48hrs basis

Respond to problems, troubleshoot, isolate system malfunctions, initiate corrections to maintain the highest levels of computer and network system reliability and availability

AXA Advisors, LLC-Woodbridge, NJ December 2016- May 2017

Financial Services Professional

Developed financial strategies for individuals and families based on their values and goals

Reached out to prospects utilizing various techniques such as cold calling and networking events

Series 7, Series 63, and NJ Life and Health licensed

ACQUIRED SKILLS

Windows XP-11, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, Internet, PC Hardware Installation and Troubleshooting, Software Installation and Troubleshooting

EDUCATION

Rutgers University-New Brunswick, NJ

May 2007

Received Certificate from the Mini-MBA: Business Essentials Course

2000-2003

Rutgers University-New Brunswick, NJ

Bachelor of Science – Biology

Graduated January 2004

1998-2000

Carnegie-Mellon University-Pittsburgh, PA

Biology Undergraduate

References Available upon Request

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