Desktop Support Manager
Resume:
AJIT PARASHAR
adhnyn@r.postjobfree.com
SUMMARY
Over 12 years Of IT industry experience Specially in corporate offices with expertise in Desktop Support for pre and post migration, as well application support post migration. implementing and maintaining secure Microsoft Windows (2008/2003/Windows7/Windows 8/Windows10/Vista/XP/2000/NT/Win95-98/DOS/ WINS/Server2008/12,) systems, Patch deployment and POS Systems
Extensive experience with Active Directory, GPO’s, DHCP, DNS, IP, Sub Nets, VPNs, Network routing, firewalls, LAN/WAN switching and Backup & Recovery, File & Print Server, IIS (Web Server), FTP, Terminal Server.
Extensive experience and specialized knowledge of application support and Migration,client/server computing, internetworking, server and network security, Internet based technologies, and PC/LAN hardware environments in application support
Experience in Virtualization technologies like installing, configuring, VMware vSphere. Creation, management, administration and maintenance of VMware environment..
Excellent customer service skills; able to converse with end users in both technical and non technical ways.
Experience in BES (Blackberry Enterprise Server) installation, configuration and maintenance.
Strong deployment and Support experience SCCM, MDT,PXE booting, Lotus notes, VPN, Networking, DHCP and or SharePoint, Win7, Win 10& conversant with all MS Windows O/S
TECHNICAL SKILLS
Microsoft Windows Server 2008/Exchange 2010, Office 365,Active Directory, SCCM, MDT, Microsoft App V (Virtual application) hypervisor, Citrix, Cairo, Credit Crama, Pitch connect, Bloomberg, Bondman, Thomson, Cisco Web ex Window installer, Cloning, ghosting, BMC Remedy ARC, ITSM/Remedy,HP Service Manager 9,Service now POS, MS Windows 10, MS Windows 7, MS Windows 2000, MS Outlook 2003,Damware, Beyond Compare, outlook 2010,Outlook 2016, WDS, ACT, USMT,BES, Networking & Service Now A+, Network+ and MCITP(MCSE)
EXPERIENCE
TD BANK TDS (TD Securities)
IT Support Analyst IV Windows Desktop support March 2019 present
Perform controlled incident resolution including prioritization and escalation, involving business and technology partners as appropriate.
Perform Phone set up Blackberry for set up email and MS team
Service applications and systems, provide application, systems, operational availability levels that meet or exceed standards and service levels already established, while minimizing operational risk.
Configured application like Bloom Berg, Bondman, Murex, Oracle Database on new laptops via SCCM with Windows 10 and our standard and specialized company applications
Provide basic troubleshooting and support for applications and hardware during the migration process
Update License of Bloomberg and Beyond compare software.
Strive to improve production environment stability by working with others to set up, maintain and monitor applications and systems, while meeting availability targets.
Provide prompt, effective day-to-day support, accurately identify and resolve issues, perform controlled and timely incident resolution all while making client satisfaction a top priority.
Deliver effective and defect-free support (application, software and operations), research system issues and opportunities, recommend changes, oversee execution, keep accurate documentation.
Design, review, integrate application requirements (e.g. functional, security, integration, performance, quality, operations).
Address application, cross-capability and cross-release issues.
Gain understanding of technical aspects of project and break-fix development related to the application, advise developers and solution designers.
Assume incident management role (communicator, tracker, escalator, driver, etc.).
Monitor system life cycles, ensure both specs and functionality support business objectives and architecture decisions, re-develop as required.
Use meaningful metrics to monitor environment performance.
IBM/AIR CANADA
IT Desktop Support Technician Level II June 2016 to March 2019
Provide Service Desk support to users either via phone, email or desk side as required.
Do the IMAC as required on daily basis of Windows7 and Windows 10 as well as on surface tablet via SCCM
Deployment of Windows 10 laptops and desktops for end users; executing these upgrades in accordance with pre-determined timeline and processes.
Troubleshoot and provide post upgrade support to clients, ensuring they are up and running quickly following their upgrades.
Demonstrated knowledge and skills with PC operating systems (specifically Windows 7 and Windows 10), their setup and configuration, computer hardware repair, and device connectivity (TCP/IP, network adapter configuration).
Working knowledge of enterprise software tools such as MS Office365, MS Office 2016, Lotus Notes.
Experience interacting and working with third-level technicians/engineers
Experience with Microsoft Active Directory Services and Systems Centre Configuration Manager(SCCM) is an asset.
upgrading PCs from Windows 7 to Windows 10. So essentially imaging PCs and delivering them.
Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
Update IBM on lotus notes, And Air Canada on Service now.
Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements by scripting and patching.
Participate in the evolution of a comprehensive training plan for Service Desk procedures; assist in on-the-job training personnel when required;
Follow instructions and pre-established guidelines to perform the functions of the job;
Collect, organize and document all problems and solutions in the Service Desk Tracking System;
BFG LOBLAWS
IT Desktop and Deployment Technician as tablet with Windows 10 and application support
February 2016 to May 2016
Assisting with the delivery and installation of desktop software using Script (power shell)
Troubleshoot Adobe on the company tablets and provide support
Updating inventory records and related documentation.
Configure and set the HP Tablets for all the stores in GTA
Trained staff of Loblaw stores at different location throughout GTA how to use Tablet and how to order
Check all the setting and configuration
Checked network and Wi Fi Connections
Assisting with the performance of the services provided to clients
Track the asset shipped to Purolator and maintained the record
ROYAL BANK OF CANADA
Microsoft Windows Specialist
June 2014 to October 2015
Support staging of the app to different profile of RBC remotely.
Utilize HP Manger 9 ticketing system attending 25-30 call per day
Assisting with the delivery and installation of desktop hardware & software using Script
Updating inventory records and related documentation and update user profile in AD
Assisting with the performance monitoring of the services provided to clients.
Support distribution of application via SCCM2012 Console Remotely
Deployed and push patches every month on 1st Tuesday
Run report for staging and check issue and resolved. the issues.
For unresolved issue create Tickets for Server team.
Remediation of packages and software using script Power shell.
Validate Package through UAT with application support teams
Reset and correct inventory in Active directory like OU and Objects(Computers)
Update the management with the report via share point
Create Task sequence for different profile verse applications and do the GP Update
Identifying and resolving small to medium complex problems that may come up in the production
IBM CANADA /ROGERS PROJECT
System Administrator
March 2012 to June 2014
Support all Rogers end users at Desktop Support with resetting of machine and passwords
Support and upgrade VDI Virtual Desktop Infrastructure.
Liaises with staff at various levels of both the I.T Services department and all other departments.
Responsible to ensure clients are notified and updated at all times as to status of technical problems that may be apparent and inadvertently affecting the user community for IMAC and Migration
Responsible for providing computer hardware and software support, including incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained
Resolve technical disruptions in service and provide effective responses to user inquiries about POS
The Service Desk is the single point of contact for the organization when interacting with the IT-Services Department (Incident Management Process) and as such, responsible for incidents/problems related to the hardware, software and network environment, responding 30-35 calls per day from end users
Set password, add users and computers to group and different OU as OS administrator in Active Directory.
Developed and prepared documentation for infrastructure setup and for deployment of apps via SCCM
Update status of Incident on Lotus to IBM management via same time and Rogers via BMC Remedy
Collected, packaged and advertised program in SCCM
Pushed package on Workstations Machines and Virtual machines via SCCM
Tests all packages using Window Installer before pushing and updating status on share point.
Validate Package through UAT with application support teams
After UAT passed moved apps from preproduction to Live production in SCCM Support all Rogers end users at Desktop Support and SCCM issues
DELL CANADA
ISD TECHNICIAN FOR IMAC
August 2011 to March 2012
Build MS Windows and configure user specific systems based on standards& procedures via SCCM
Onsite delivery, Installation and setup of systems
Worked on Windows 2003 Server, Active Directory- proving permission, set up password, adding as computing administrator Systems and users. Share-point for providing accessibilities of facts to management via Crystal Report.
Installed VPN provide access to user and configure their profile.
Installed software/applications like Host, Citrix App Access2003, Ess base, SQL, safe-boot, Auto cad, Design Premium,
Fact, Office 2007,Cisco VPN, BlackBerry and all other Wal-Mart customized applications via MDT
Identify, investigate and resolve PC, Laptop, BlackBerry and MS Office and Printer problems
Resolve basic network issues relating to network security, network login, file access, printing, email,
Software configuration, connectivity and data recovery- Setup printers and hardware peripherals- Provide1st level in-house application support to all users
Inventory pull of systems for roll-out
Build and configure user specific systems based on our standards & procedures
Onsite delivery, Installation and setup of systems
Identify, investigate and resolve PC, Laptop, BlackBerry and Printer problems
Resolve basic network issues relating to network security, network login, file access, printing, email, software configuration, connectivity and data recovery
Setup printers and hardware peripherals
Provide1st level in-house application support to all users
Document internal policies and procedures
Provide input to build the framework of the Help Desk environment, including revisiting and reviewing process
BANK OF MONTREAL
Command Centre Senior Analyst
December 2010 to July 2011
Report status of image builds and post updates on Share point using Visual Basic (VB) procedures and Crystal Report.
Troubleshoot issue ideally with SCCM, PXE booting, Networking, DHCP and or SharePoint
Provide technical support to technicians on phone for remote trouble shooting of machines
Utilize Remedy for Helpdesk ticket creation
Support the end user with all trouble shooting and give training using the tool after migration to Windows7
Liaison with on-site support people who will be installing desktops and laptops and readying the machines to receive a pre-packaged image
Use MDT tool for deployment and configuration and support all the software installed for BMO
When desktops are ready for deployment, use a GUI interface to SCCM to launch the image.
Troubleshoot machines that do not automatically take the image.
Delete all old computers from Active Directory
Remotely log on the machine and checked BMO task log for any error.
Supported users by using VPN to take remote control of their machines
Report any technical issues with the imaging process in Remedy and another 3rd party database.
Supporting Blackberry 5.0 users (Bold, Torch and other models)
CANADA MORTGAGE & HOUSING CORP
IMAC Desktop Support Technician
November 2010 to December 2010
Check all inventories of Canada Mortgage & Housing Corp computers for deployment & post updates on Share point using VB scripts.
Perform data backups from old PC’s, unpack new PC’s, and disconnect user's old PC.
Install new PC’s, Windows, Microsoft Office restore data, label the machine, setup Lotus Notes, install LANDESK Agent & update Adobe Acrobat, test connectivity, data wipe old PC.
Provide asset management reports, pack up old equipment & leave with site contact for courier pickup
IBM
Desktop Asset Management Analyst
November 2010 (short term contract)
Support 1000 users
Responsible for recording inventory for IBM
Collect and manage data from servers, datacenters, desktops, mainframes, switches and routers
Record and identify serial numbers, product identifiers and face descriptions
UNISYS CANADA
IT Field Technician
July 2010 to November 2010
Set up Seven Eleven POS at client site and replace the old one
Configure Seven Eleven Server, set up Bios and CMOS
Set up Printer, Scanner and all other peripheral devices of Seven Eleven project
Check all inventory of Seven Eleven and Staged
Log and manage incidents in accordance with our Service Level Agreement
Setup printers and hardware peripherals
Provide in-house application first level support to all users - including informal training
Document internal policies and procedures
Escalate to and follow up to/with second level support when necessary
Provide input to build the framework of the Help Desk – including revisiting and reviewing process
Other duties as assigned by the Manager, Helpdesk
G20 SUMMIT
IT Technician
June 2010 to August 2010 (short term contract)
Setup Systems, configured, installed software and updated all flash and other program
Set up printers and configured, checked cartage and papers for printing
Set up network and troubleshoot problems
Provided technical support to delegates from different countries with their’s laptops and Black-berry devices
Provided 24/7 support regarding computers, printers & network Hardware as well software
IBM CANADA
Asset Manager
March 2010 to June 2010
Responsible for recording inventory for IBM
Collecting and managing data from servers, datacenters, desktops, mainframes, switches using handheld devices and scanners
Recording and identifying the serial numbers, product identifiers and face description for all the products mentioned above
Collecting and managing data from dell, HP, IBM, Lenovo and Apple
desktops and laptops using handheld devices and scanners
Recording and identifying the serial numbers, product identifiers
and face description of the products like printers, plotters, laptops
CONSULTING AGENCY
IT Consultant
November 2009 to April 2010
Work on Server 2008, Window 7 operating system, give advise on set up Blackberry Server.
Advising new businesses on formation of corporations and business structures, drafting privacy policies and structuring commercial transactions.
Comprehensive database management and migration from Repositories to Newly developed server CVSNT.
VISIONMAX SOLUTIONS
Network Administrator
September 2009 to November 2009 (internship)
Performed main two projects during my internship at visionmax which help vision max in improving infrastructure
Research, Set up, configure CVSNT server and migrates repositories
Research, set up and configure BLACK BERRY Enterprise server4.0
Upgrade BES server to 5.0
Help Network Administrator to search granting permission to HR dept to main staff inventory
Assisted and supported server network administration and network application installations
Worked as a member of a highly skilled team providing production and test support in a Windows 2003 server environment
Maintained, troubleshot network and hardware problems, computers, Laptop, AMD Processor-based computers, IBM, Centrino, ThinkPad and Dell - lattitude, inspiron and dell studio monitor
TRISTAR PLASTIC
Network Analyst
March 2007 to May 2008
Responsible for day-to-day end-user troubleshooting, system and software deployment, equipment purchasing, asset tracking, data security, disaster recovery and future planning
Managed users' accounts, providing system and database support
Planned and implemented multi-platform TCP/IP networks, sharing file systems, and configuring workstation's TCP/IP configuration with DHCP
Administered DNS, HTTP and FTP server
Provided network support including desktop PCs, network security, e-mail services, file and print services and overall connectivity
Documented all the procedures regarding new products and helped operations department to implement it in production
Developed and prepared documentation for infrastructure setup, configuration, and security
Designed and implemented backup and recovery policy including offsite storage requirements/policy
Liaised with development team, 3rd party vendors, and clients
Provided network support including desktop PCs, network security, e-mail services, file and print services and overall connectivity
HUJAN INTERNATIONAL
Network Assistant
November 2005 to June 2006
Actively involved in solving network outages with network infrastructure team, such as router connectivity to remote sites; troubleshot switches and IP
Assisted other technicians in resolve hardware and software issues
Provide offline support using VPN and Windows Terminal services
Set up of BES Server and configuration.
Efficient in the field of Cisco systems related to routers and switches, their proprietary protocols such as RIP, IGRP, EIGRP, OSPF etc
Responsible for QA testing and installation, configuration and maintenance of O/S, MS Exchange, BES, XP and Vista
Assisted in installation, configuration and maintenance of end users desktops and apply Group policy security settings and audit standards
EDUCATION
Diploma in Hardware and Troubleshooting
Avaal Technology Solutions, Brampton
Network Engineer Diploma
Trios College, Mississauga
Bachelor of Arts
Kurukeshtra University
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