Help Desk Data Entry

SEEMA AMIN E-mail: ******@*****.***

Marietta, GA Phone # 857-***-****

SUMMARY:

●Over 6 years of experience as LEVEL 2/3 Help desk support, with responsibilities including Management, LAN administration, user training, tech training and data entry.

●Involved in configuration, installation, testing, and maintenance of Windows networks, Systems and Security.

●Self-motivated, able to set effective priorities to achieve immediate and long-term goals to meet organizational guidelines.

●Developed interpersonal skills, having dealt with a diversity of professionals, clients, and staff members.

●Strong troubleshooting and analytical skills with capacity to accurately identify and assess problems before providing expert solutions.

●Dedicated to providing quality customer support. Consistently met or exceeded client needs by providing service beyond expectations.

TECHNICAL SKILLS:

Operating Systems: Windows, Mac OS X, Solaris, and Linux

Networking: HTTP, TCP/IP, ROUTING PROTOCOLS, Ethernet, NetBEUI, and Novell/Netware, VPN/PAL

Mail Systems: MS Exchange server, Microsoft Active Directory, MS Outlook, Lotus Notes

Web server: IIS, APACHE, Novell

Databases: MS SQL Server, Oracle, MS Access

Computer Hardware: Intel, Compaq, IBM compatibles, AS/400, Networks hubs, LAN Cards, Modems, Scanners, Printers, Ethernet.

Software: VMWare, MS Office, Adobe Photoshop, Dream weaver, Exceed, Internet Explorer, Netscape, Mozilla, WinFax Pro, WordPerfect Suite, Lotus 123, Norton Utilities, Vantive, Groove, SharePoint, JIRA, Confluence, Remedy

Languages: Java, C, C++, BASIC, and HTML

EDUCATION:

●B.A. in Computer Science, Minor in Management, December 2002

New Jersey Institute of Technology – Newark, NJ

●Diploma in Business Administration, May 1998

N. K. College, - Bombay, India

PROFESSIONAL EXPERIENCE:

Getronics, Cambridge, MA March 2006 – October 2008

HELP DESK MGR I

●Manage daily service desk operations.

●Coached Level 1 and 2 technicians on difficult or administratively sensitive issues.

●Provided Help Desk Support for Getronics and Novartis users.

●Provided reports on staff productivity and issues requiring monitoring.

●New Hire Orientation to end user regarding IT software and Service Desk.

●Develop and Configure SharePoint and Wiki across multiple departments

●Lead Service Desk and Help Desk departments.

●Directed a project with head o IT to improve Help Desk Call Answer and KPI Performance.

●Configuration and support of Blackberry handheld devices and cell phones.

●Configuring and maintaining office networks.

Canon Business Solutions, Lyndhurst, NJ March 2004 – August 2005

IT SUPPORT SPECIALIST

●Create/Manage user Network ids and provide group rights and permissions across all Microsoft, Novell and Citrix platforms.

●Create/Manage user Email accounts in Microsoft Exchange Server and Lotus Notes.

●Create/Manage standard and exception Oracle ids.

●Troubleshooting with Email, Intranet, Internet, LAN/WAN and PC support.

●Setup and Upgrade PCs, Monitors, and peripheral equipment.

●Information announcements on system outage, virus alerts and production rollouts.

●Provide help desk support for Windows environment.

●Troubleshooting with Remote network connectivity.

Tiffany’s, Parsippany, NJ October 2002 – November 2003

HELP DESK SUPPORT

●Provided help desk support for Windows, and AS/400 environment.

●Update AS400 systems library files.

●Create/delete user names and passwords for authorized users over the Windows network.

●Performed timely NORTON Anti-Virus updates on all desktops.

●Involve upgrading, installing the Windows 2000 version and analyzing the problems at individual pc's, as well as workstation server.

●Supported and trouble shoot hardware problems as well as network printer problems.

●Assisted System Administrator with troubleshooting issues for Windows 2000.

●Provided technical support to end-users for IIS, MS OFFICE Suite (Word, Excel, PowerPoint), Adobe Suite, and Dream weaver.

●Create database files using MS Access and SQL Server.

●Troubleshoot problems for users in reference to email (Outlook express, outlook) and Microsoft software applications/operating systems problems.

Union County College, Elizabeth, New Jersey September 1999 – September 2001

Desktop Support Specialist

●Manage a computer lab consisting of about 80 machines (Win's, Mac's, X-terms) and a staff of about 40 consultants and lower management staff.

●Lead team in installation and troubleshooting of Windows NT 4.0, (Workstation & Server) Windows 95 & 98, Windows 2000 Professional and Exchange Server.

●Part of a team in designing and laying the cabling structures.

●Responsible for creating and maintaining user accounts, allocate disk space providing security on shares and end user support on a LAN based Windows NT 4.0.

●Support and troubleshoot MS Office Suits, and Lotus Notes.

●Create/monitor file system; manage NFS file system tables, mount remote file systems, permit file system exportation

●Install and configure hardware and software required to keep the lab running.

●Monitor key performance metrics for the lab and report these daily statistics to management

●Assign shifts to consultants to ensure the lab is properly staff during hours of operation.

●Writing SQL Queries to retrieve data and making database checking.

●Monitor the day-to-day performance of individuals and perform quarterly performance reviews for the entire staff.

●Assists users with software and hardware problems.

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