Desktop Support Manager
Resume:
CAREER OBJECTIVE
A Technical Support Analyst (Proficient) position would assist a company achieves growth and profits through use of my TEN Years of relevant experience and qualification.
PROFESSIONAL SKILLS:
• Acted as first point contact for technical support resolving basic technical problems through phone calls, emails and written communication.
• Demonstrated talent of approaches, tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, application or operational) issues.
• IT support relating to technical issues involving Microsoft's core business applications
• Support services for Microsoft related technologies: Windows Server, Exchange / Office 365, SharePoint, etc.
• Technical services and support at the network level: WAN and LAN connectivity, switches and firewalls
• Works with customers and support staff to evaluate and solve advanced technical issues and problems.
• Point of contact for both internal department communications and organizational communications.
TECHNICAL SKILLS:
• Install and configure Windows 2000/NT/XP/ Vista Operating Systems, Windows 2003 Windows Server Standard 2000/2003/2008/2012, Active Directory, VMWare, Windows 7 & windows 10 Deployment
• Internet Technology, E-Mail, MS Office Suite 2003, 07, 10(Outlook, MS- Exchange),Office 365,Cisco products like Skype,Jabber and Webex teams and meetings.
• Troubleshooting Knowledge about Blackberry, Apple phones and tablets
• Install, maintain, upgrade, troubleshoot software and hardware and assists in hardware and software roll-outs, Maintains desktop systems in accordance with IT policies.
• Strong knowledge of Active Directory (group policy, users and groups).
• Use ticketing tools like Remedy, HP Service Now, Front Range 6.1 and 6.2.
• Remote assistance and remote desktop support using Citrix and RDR.
TECHNICAL:
Office 2003/7/10/365 Client service integrality Statistical Analysis
Windows XP/7/8 Desktop Support Active Directory,
Windows Server Exchange Server Print Infrastructure
VMware server SharePoint Network support
End User Support
PROFESSIONAL BACKGROUND
Professional Experience
Mar’19 to till date Axis Insurance (Wipro)
Responsibilities : Technical Systems Analyst – Support
• Providing technical support for Windows desktop operating systems and software interactions.
• Executing Windows 10 user data migration and OS upgrade workflow.
• Responsible for Ticketing system management (Servicenow)
• Strong knowledge of Active Directory (group policy, users and groups).
• Installing and setting up new equipment and upgrading existing systems
• Performed maintenance of personal computers and peripheral equipment, identifying problems and providing appropriate solutions.
Nov’18 to Feb ‘19 Detour Gold Corporation
Technical Systems Analyst – Support
Responsibilities :
• Responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined guidelines in Incident Manager (HP-SM9)
• Handling incoming incidents via the phone / e-mail promptly and effectively.
• Diagnosing and resolving a wide range of technical issues, troubleshoot, upgrade.
Aug’17 to Oct ‘18 Insight Canada Technical Systems Analyst – Support
Responsibilities :
• Installing and setting up new equipment and upgrading existing systems
• Answering & responding to all calls & requests within agreed time scales.
• Provide troubleshooting and configuration support for client desktop and networking environment.
Nov’16 – July ‘17 Aviva Insurance Systems Support Expert
Responsibilities:
• Administered and supported Office 365 and MS Exchange policies
• Providing technical support for Windows desktop operating systems and software interactions.
• Installing and setting up new equipment and upgrading existing systems
• Test, maintain, and monitor computer programs and systems, including installation of computer programs and systems.
Dec’15 – Oct’16 Blue Print Technologies Technical Support Analyst
Responsibilities:
• Provided maintenance, installation, configuration of network and workstation hardware and software.
• including server performance, activity, memory and disk specifications.
• Supported email, MS Office 365 and other related issues remotely.
• Performed advanced troubleshooting and resolution of desktop, server, and application issues.
• Investigating and implementing ways of reducing calls to the Help Desk.
June’15 – Nov’15 Royal Bank of Canada Systems Analyst - Proficient
Responsibilities:
• Responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined guidelines in Incident Manager (HP-SM9)
• Handling incoming incidents via the phone / e-mail promptly and effectively.
• Escalating calls and issues where necessary to senior managers & team leaders.
• Investigating and implementing ways of reducing calls to the Help Desk.
Sep’14 – May ‘15 Royal Bank of Canada Systems Deployment Technician
Responsibilities:
• Executed Windows 7 user data migration and OS upgrade workflow.
• Walk through all the users and provide support for trouble shooting the issues related to Windows 7 Deployment.
• Test, maintain, and monitor computer programs and systems, including installation of computer programs and systems.
• Experienced in using NetIQ DRA tool (added users to groups, gave folder permissions, removed users from Groups, reset passwords, unlocked accounts etc )
July’13 – Sep’14 Bank of Montreal Windows Deployment Technician
Responsibilities:
• Executing Windows 7 user data migration and OS upgrade workflow.
• Walk through all the users and provide support for trouble shooting the issues related to Windows 7 Deployment.
• Installing and setting up new equipment and upgrading existing systems
• Performed maintenance of personal computers and peripheral equipment, identifying problems and providing appropriate solutions.
• Performed advanced troubleshooting and resolution of desktop, server, and application issues
July ‘11 – May ‘13 Ramp Informatics Technical Support Representative
May ‘09 – June ‘11 Fuji Films Ltd. IT System Analyst
Dr Reddy’s Laboratories ltd (India)
Position: HR Manager Mar2001 –Aug2009
• Responsible for manpower analysis, assessment, succession planning and recruitment and other HR related activities for a unionized pharmaceuticals manufacturing company
• Researched and analyzed Payroll structures for different levels of employees including Executive Reward systems, job descriptions, and competency appraisal measures and productive linked performance management system and administer staffing, total compensation, training and career development, employee assistance, employment equity and affirmative action programs
• Coordinated and managed the confidential reports for department managers and second level employees relating to promotions, increments, performance reviews, job analysis, leader development program initiations and transfers
• Managed time office independently without any discrepancies and administered payroll in SAP with the support of compensation and benefits team
• Analyzed and evaluated existing business functions and processes related to compensation, benefits, organizational structures and personnel development
EDUCATION:
Certificate in Computer applications Info-Systems Ltd
Bachelor of Commerce Andhra University, India
REFERENCES
Available on Reque
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