Service Desk Desktop Support
Resume:
Sudheer
ad5v1a@r.postjobfree.com
Location: Jacksonville, FL
Professional Summary:
Around 4 years in a desktop/helpdesk support role with demonstrated proficiency in troubleshooting and technical problem solving.
Knowledgeable providing windows support to end users, needed, and was an administrator for office 365.
Install, configure, and maintain network hardware and software such as routers, firewalls, and switches
Patch cables for both routers & switches.
Experienced providing SCCM Image deployments for laptops and desktops to end users.
Experience with Azure and other cloud tools
Knowledge of computer software, operating systems, hardware and networking
Able to work in a team as well as independently.
Configure both android and ios devices.
Perform Office 365 troubleshooting.
Experienced in providing professional and courteous customer service
Skilled in running PowerShell Script
Experience Service Desk, answer calls and respond to the IT email inbox and Submit Request, Service Desk Chat, Report an Issue and knowledge base.
Experience in Installed, upgrade or repair software and hardware equipment. Provide company email, handle all password resets. Managing inventory and procurement.
Responsible for real time ticket entry by utilizing Monitoring and managing our service desk system.
Provide second-level support on tickets escalated from the Service Desk staff regarding IT issues and requests including, but not limited to
Experience BitLocker Used MBAM interface for Bit locker encryption process.
Used Servicenow to create change requests, Service request Catalog tasks and incident tickets.
Complete all change request and service request catalog tasks within 4 hours SLA (service level agreement).
TECHNICAL SKILLS
Operation Systems: MS Windows Vista, XP; MS Windows Server 2003, MS Windows 7, MS Windows 10, Apple OSX and iOS
EDUCATION:
Bachelor of Technology in Computer Science and Engineering.
Masters in Computer Technology from Eastern Illinois University, IL.
Work Experience
Naten LLC 03/23 to Present
Desktop Support Engineer / Helpdesk Engineer.
Responsible for real time ticket entry by utilizing Monitoring and managing our service desk system.
Ordering of Computer supplies and keeping of Inventory for all new hires.
Provide second-level support on tickets escalated from the Service Desk staff regarding IT issues and requests including, but not limited to
Desktop support responsibilities include operating system builds, fault diagnosis and management of open tickets within the call logging system.
Used ServiceNow to create change requests, Service request Catalog tasks and incident tickets.
Complete all change request and service request catalog tasks within 4 hours SLA (service level agreement).
Familiar with wiring/cabling standards
Knowledge of networking topologies and network wiring system
Perform cloud migration and management.
Setup Microsoft Teams
Perform asset management
Use Azure for system migration, MFA, password issues and lockout
Develop relationship with Dell for e-waste pickup
Perform system wipe on laptops out of warranty
Configure both android and ios devices
Perform Office 365 Traing & Troubleshooting
Run system inventory on new and used equipment
Performed image deployment on both Laptops and Desktops
Use administrator tools in Azure
Performed system troubleshooting and upgrades
Cleared users MFA’S
Managed system inventory for new and old equipment.
Briduke IT Solutions. May 2020 – November 2022
IT Desktop Support Technician
•Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems.
•Responds to telephone calls, email, and personnel requests for technical support.
•Resolution rate between 80-95%.
•Knowledge of Windows administration (Active Directory & Group Policy, password rest, create profiles, admin rights & accounts, Distribution Lists)
•Knowledge of Account Admin: On/Off-boarding & Transfer Requests, Approvals
•Use of Command prompts & PowerShell
•SMD Ticketing System
•Use Of MS Outlook: Mailbox creation, Permissions, Emails
•Knowledge & Usage of Cisco Any Connect
•Escalate issues, or problems requiring urgent attention to Team Leads or Service Desk Managers.
Contact this candidate