Sam Desai

*** ********* ****, **** ********, NJ-*7034 Phone: 862-***-**** adiyb5@r.postjobfree.com

To obtain a position in the technology field that will allow me to utilize my extensive experience, and knowledge in IT solutions and gain exposure to the company’s long-term vision, while contributing to organizational goals.

TECHNICAL SKILLS

Desktop: MS Office, Outlook, MS Project, MS Visio

Network: Active Directory (ADUC, GPMC, ADSI Edit, Cluster Admin, Computer Mgmt., Terminal Services Manager, etc.)

Operating System: Windows 2012, Windows 2008, Windows 2003, Windows 2000, Windows 10, Windows 7, Windows XP, Vista, Windows NT

Remote Access: Citrix, MS Terminal Access, Team Viewer, LogMeIn, Bomgar

Other: SharePoint (security on portal pages and team sites), Veritas administration

Ticketing systems: Service now, BMC Remedy, Manage Engine

WORK EXPERIENCE

Barrister Global Services

Client: Thomson Reuters Hoboken, NJ Feb 2020 to Present

Client: Signify (Philips Lighting) Somerset, NJ Nov 2018 to Feb 2020

IT Support Engineer

Troubleshoot and customize Microsoft Office 365 applications including One Drive, Word, Excel, One Note, Skype for business Power Point and Microsoft Access

Primary On-site support for Office 365 issues.

Execute, manage and office 365 migration for external clients.

Knowledge in Synchronizing Directory from On-premises to Office 365 using different Identities as per business needs

Manage and Administer Microsoft Exchange/Skype for Business server and Active Directory Infrastructure.

Responsible in maintaining the settings of connectivity with Outlook and User Mailboxes.

Migration from 2007 to 2013 as well 2013 to Office 365.

Provide technical support to clients on all computer and network related issues.

Document support issues, troubleshooting steps, and resolution

Manage service now ticketing system

Identify, research, and resolve technical problems and communicate with clients by phone or email.

Providing technical support for PCs (Software and Hardware).

Image and configure new equipment and reconfigure returned equipment for re-use.

Performing major manufacturer warranty work.

Working with senior engineers to continue to learn and expand the knowledge of relevant products.

Troubleshooting networking issues (IP addresses, DNS, active Ethernet ports and switch level connectivity, OU containers, computer accounts, user accounts).

Organize and manage a stock of computers, peripherals and other IT-related devices.

Performing Health-check exercise: like Anti-virus, MS-Patch, other security compliance procedure enforcement adherence

Troubleshooting and configuration of VMware and virtualization

NYC Department of HPD NY, NY March 2018 to November 2018

Computer Operation Specialist

Managing and leading hardware support which includes assembly, imaging, repair, relocation, and individual & unit-wide deployments for personal computers, network printers, monitors, and any connected input/output devices

Managing computer operations support within a large network of distributed systems

Create a roadmap for upgrading workstations from Windows 7 to Windows 10

Automated windows patching using WSUS and run reports on patches

Support and upgrade current MS Office platforms and integration with third-party application software.

Support mainframe technologies using Job Control Language (JCL) to schedule automated procedures for creating data extracts in formats compatible with HPD business requirements

Diagnose and remediate complex systems problems

Respond timely to service-desk tickets and keep up-to-date on SLAs

Provide operational support to staff using microcomputer technologies

Use JCL to manage mainframe-positioned automated procedures

Fareportal Inc. (DBA Cheapoair.com) NY, NY Nov 2015 to March 2018

Lead IT Support Engineer

Assisting and Guiding overseas helpdesk support team in India with managing/resolving requests for 1700+ users

Leading the organization and team with resolution of 20+ tickets daily with positive customer feedback.

Manage Incident Management analysis/resolution and providing technical support to users on a variety of complex software issues

Employing cost-effective strategies and solutions through PC recycles. Training team on proper removal of hard drives, RAM, graphic cards for deployment in new and upcoming PCs.

Migrating Asterisks to Cisco for almost 290 desktop phone systems with a 0% error rate.

Monitoring and Tracking inventory from Lan Sweeper reports gathered from 350 Fareportal users and 10000 items including costly Software licenses.

Manage Active directory user creation/permissions and google apps account creation

Manage and troubleshoot issues with Sabre and Amadeus (GDS software’s used in airline ticketing)

Participate in Windows 7 to Windows 10 migration projects.

Manage PO and IT procurement

Mange and lead a team of 7 support engineers

Manage and train onshore and offshore teams and provide 24X7 support for systems monitoring using monitoring tools

Participate in projects upgrade efforts on new technologies

Desktop Support provide first and second line support to the end users for desktop and laptop computers, telephony and network connectivity (VLANs based departments)

Ensure the helpdesk ticketing system (Manage Engine) is monitored and updated in a timely manner

Provide desk-side and remote tools (Bomgar) support to both onsite and remote users

Manage, install, upgrade, add exclusions and troubleshoot McAfee antivirus for entire company

Mintex Tech, Edison, NJ April 2014 to Nov 2015

Lead Systems Engineer

Assist in troubleshooting user issues relating to Operating System Win XP, Win 7 and Win 8

Server 2003, 2008R2, 2012 Configuration and Installation, TCP/IP configuration, patches and upgrades, MS Office products + server and Internet connectivity

HP, Linksys and Cisco switches troubleshooting

Manage inventory, cabling, rack and stack servers, change management and documentation

Coordinated and supervised various hardware and software upgrades.

Compiled procedures for installing, configuring and troubleshooting applications.

Trained users on applications, and support staff on troubleshooting techniques.

Desktops/Laptops installation, troubleshooting and configuration

Configure print server, proxy server, share drives, active directory user and permissions

Worked with vendors and other IT groups to purchase hardware and software.

Create new email accounts in google apps

Darpan Travels, Iselin, NJ April 2012 to April 2014

Helpdesk Team Lead

Installation, configuration and upgrading operating systems and software using standardized administrative application practices

Create network diagrams, create and escalate tickets based on levels

Upgrade software on servers followed by workstation installs and demonstrating new features to user community.

Preparation of instructions and procedures for support staff and end-users.

Installing, maintaining and upgrading hardware as well as providing software support and troubleshooting.

Install and update Anti-virus software on all PCs and servers

Collect logs weekly and escalate to Server team if any errors observed

Implement best practices at service desk

Imaging PCs on network by using Clonezilla

Join all computers to domain and install LANDESK management suite for remote management

Troubleshooting wireless issues, LAN network issues and internet connectivity

Darpan Tours and Travels, Edison, NJ Feb 2010 to April 2012

Desktop support Engineer

Create a process for windows patching and anti-virus patching every 2 weeks cycle

Desktop and laptops imaging

Replace hubs if any with Netgear and Cisco switches on the floor

Monitor logs on syslog server, raise alarms/tickets for critical events

Create FTP server and manage permissions

Install HP web events on HP servers and add alerts for hardware failures

Troubleshooting network issues, cabling and patching

Add users to correct VLANs as assigned by department

Create RMA and shipment for faulty servers, desktops and other IT equipment’s

EDUCATION

Veer Narmad South Gujarat University, Surat, INDIA

B.S. in Chemistry

CCNA certification

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