Meerut Desktop Support
Resume:
Asha Bhardwaj
PHONE #: 425-***-****
E-MAIL: ****.********@*******.***
Summary:
5+ years of experience in IT industry.
Progressive experience in DevOps, IT Operations.
Working knowledge of Windows Server, server applications and infrastructure architecture
Incident & problem management experience based on ITIL foundations.
Incident handling, Windows server monitoring, debugging environments to determine root cause.
Strong experience in providing 1st/2nd line IT Support
Working experience of managing Windows Operating Servers
Working experience of Microsoft Active Directory, DHCP, DNS
Networking fundamental experience
Configures and supports servers, desktops, laptops, virtual workstations for Microsoft Windows Operating system.
Installs, configures, and supports operating systems, enterprise business applications, and miscellaneous software applications
Provides remote technical assistance to end users using remote desktop.
Knowledge of Cisco network products and LAN/WAN hardware administration
Knowledge of Microsoft Windows and current Microsoft Office versions
Good knowledge of technology and a basic understanding of supported products
Record, prioritize, categorize, track, report and resolve all issues, including inquiries, incidents, problems or changes reported by the customer using our General Service Manager Tool.
Consults with higher level technical support to determine resolution or transfers unresolved issues to Level 3 or a Subject Matter Expert (SME).
Creates, updates, and resolves all issues within the current issue tracking system.
Can easily work independently, exercise good judgment, and apply specialized knowledge to a variety of situations.
Identifies and resolves technical issues and/or researches and recommends effective solutions.
Ensures a timely resolution and/or escalates non-resolvable issues to higher-level teams.
Adheres to departmental standards and ensures appropriate use of information systems.
Monitors and enforces policies and procedures.
Excellent oral and written communication skills with a commitment toward customer service
Ability to assess and respond to urgent issues in a competent manor.
Ability and desire toward learning new technologies and maintaining industry standards.
Good organizational skills with the ability to prioritize multiple tasks.
Highly motivated and the ability to work with minimal supervision.
Strong analytical skills with the ability to collaborate and solve problems.
Ability to maintain attendance to support required quality and quantity of work.
Establishes and maintains positive and effective work relationships with co-workers, clients, members, providers, and customers.
Take ownership of customer-reported issues and follow up the status of issues on behalf of the customer.
Record, prioritize, categorize, track, report and resolve all issues, including inquiries, incidents, problems, or changes reported by the customer using our General Service Manager Tool
Maintain and expand current knowledge of existing technology trends and enhancements.
Contribute to the next generation of monitoring and alerting requirements and systems. PROFESSIONAL EXPERIENCE:
The Home Depot Feb 2017 to present
Role: Service Desk Engineer
Work Location: Redmond/USA
Responsibilities:
Act as technical interface in between store office and head office IT.
Maintain the health of the systems and troubleshoot the billing tools.
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Prepare product or service reports by collecting and analyzing customer information.
Contribute to team effort by accomplishing related results as needed.
Identify and assess customers’ needs to achieve satisfaction.
Help management in providing the inventory analysis. Environment: IT Operations, Helpdesk.
Lenovo India Pvt.Ltd March 2012 to Dec 2012
Role: IT Support Engineer
Work Location: Bangalore, India
Responsibilities:
Provide first-level end-user technical support in NOC environment.
Identifying Problem Investigation, assignment issues, acting as an initial escalation point for day-to- day IT problems.
Resolve user’s issues over remote desktop support.
Configure and reset user account issues.
Configure and build new VM servers on Microsoft Hyper-V and install Windows Servers.
Resolve HP server not reachable issues via ILO or escalate to datacenter team.
Resolve DNS resolution issues by correcting the DNS records.
Handel Incident management tool respond and escalated via Incident management tool or emails.
Troubleshoot, analyze, and resolve computer problems related to both hardware and software.
Deploy new equipment and install applications, which enable the customer to perform their job.
Troubleshoots problems with computer systems, including troubleshooting hardware and software.
Handling network incidents and escalate to network team.
Maintaining the case tracker on daily basis via incident management tool.
Daily coordinate with Dealer, reseller and end user and logistic team
Regular monitoring & Follow up for Call closure with engineers, dealer and logistic team.
Analyzing Incidents (especially Critical Incidents) and closed Problems to identify and act upon trends Tracking Open Problems and identifying any Problem that requires increased focus to meet agreed target levels.
Co-coordinating with the onsite tech & leads for getting issue resolved.
Reviews and Analysis - Reviews on SLA breach cases, reports, critical cases and Daily analysis on IT requests.
Handling the Legal escalation cases for all over India.
Route tickets accurately to second level support when needed.
Respond to incoming telephone calls and emails assistance from users experiencing problems
Report Generation- Daily, Monthly, Engineer’s Productivity, problem cases, change cases.
Maintaining the case tracker on Daily basis.
Providing L1 Level Support to future group Customer’s all over INDIA.
Troubleshooting mails client issues like outlook and outlook express
Unlocking the user account and resetting the password on AD
Troubleshooting network related problem.
Coordinating with the onsite tech & leads for getting issue resolved.
Coordination with Data Center team
Install antivirus software, provide updates and virus removal.
Support and resolution experience with Windows 7, Outlook, and connectivity issues.
Ability to manage print servers.
Understanding of permissions
Troubleshoot print driver configuration.
Understanding of both internal and external IP setup
Provides timely resolution to reported issues.
Environment: Windows server 2003/2008, Active Directory, Network Operation Center (NOC), IT Operations, Helpdesk, Incident Management, ITIL
Cognizant Ltd. June 2011 to Oct 2011
Role: IT Helpdesk Engineer
Work Location: Bangalore, India
Responsibilities:
Report Generation- Daily, Monthly, Engineer’s Productivity, problem cases, change cases.
Active Directory User management.
Update Asset Inventory
Maintaining the case tracker on Daily basis.
Providing L1 Level Support to future group Customer’s all over INDIA.
Troubleshooting mails client issues like outlook and outlook express
Unlocking the user account and resetting the password on AD
Troubleshooting network related problem.
Report Generation- Daily, Monthly, Engineer’s Productivity, problem cases, change cases.
Reviews and Analysis - Reviews on SLA breach cases, reports, critical cases, and Daily analysis on IT requests.
IT helpdesk Call Assigning for entire India.
Regular monitoring & Follow up for Call closure with Engineers.
Maintenance of Weekly up Time/Down time reports.
Evaluation of IT helpdesk performance engineer /location wise on daily basis.
Co-ordination with Team Leaders in helping them in running their processes smoothly.
Managing Asset Inventory of respective customer.
Helping IT to achieve its primary goal of keeping 98% uptime.
User password reset from Active Directory Console
Report Generation- Daily, Monthly, Engineer’s Productivity, problem cases, change cases.
Reviews and Analysis - Reviews on SLA breach cases, reports, critical cases and Daily analysis on IT requests.
Knowledge Base: Adding and reviewing solutions in Knowledge Base.
Equipment all documentation and procedures associated with running, support and maintenance of live systems.
Regular monitoring & Follow up for Call closure with Engineers.
Evaluation of IT helpdesk performance engineer /location wise on daily basis.
Co-ordination with Team Leaders in helping them in running their processes smoothly.
Responsible for workstation software suite support and hardware support/troubleshooting.
Assists in administration of network, including creating user accounts and Exchange mailboxes.
Responsible for supporting / troubleshooting copiers, fax machines and printers and coordinating outside technical support when needed. Assists remote staff in resolving printer issues.
Responsible for supporting Desktop Anti-virus measures and network security maintenance.
Responsible for maintaining a clean and safe work environment by identifying all safety hazards and recommending corrective actions when necessary.
Responsible for always utilizing proper lifting and material movement techniques. Environment: Windows server 2003/2008, Active Directory, Network Operation Center (NOC), IT Operations, Helpdesk, Incident Management, ITIL
Wipro InfoTech (Contract) Nov 2008 to March 2011
Role: IT Project Coordinator
Work Location: Gurgaon, INDIA
Responsibilities:
Provides support to the end users on a desktop, laptop, printer, and copier hardware/software issues on a timely basis.
Coordinates hardware repairs with service providers and/or installs replacement parts.
Comply with all IT Department Policies and Procedures defined by IT management.
Field incoming help requests from end users via telephone, e-mail, or in-person in a courteous manner.
Providing L1 Level Support to future group Customer’s all over INDIA.
Document all pertinent end user identification information including name, department, contact info, and the nature of problem or issue.
Log and track all support call in the ticketing system, prioritize and escalate tasks as required.
Perform hands-on fixes for desktop level issues including upgrades to PCs and laptops.
Ability to access software updates, drivers, knowledge bases, and FAQ’s resources on the Internet to assist with end user’s issues.
Identifies, researches, and resolves technical problems. Maintains, analyzes, troubleshoots, and repairs computer systems.
Configure and install new PCs.
Perform software installation and configuration on PCs.
Maintain a clean and orderly workspace.
Troubleshooting mails client issues like outlook and outlook express
Unlocking the user account and resetting the password on AD
Troubleshooting network related problem.
Answer and responds to helpdesk inquiries regarding computer software or hardware operation issues.
Maintains the Company's LAN system.
installs necessary software, solves problems concerning connectivity and compatibility.
Provides employee training in the use of personal computer hardware and software including the initialization and operation of peripherals and the LAN.
Set up equipment for employee use, performing and ensuring proper installation and configuration of operating systems, and appropriate software.
Sets up employee desks with hardware such as monitors, mice, keyboards, and other peripherals.
Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
Performs other duties as assigned; Supports a work environment where co-workers with divergent views are welcomed and solicited.
Environment: Windows server 2003/2008, Active Directory, Network Operation Center (NOC), IT Operations, Helpdesk, Incident Management, ITIL
EDUCATION
BCA, IIMT Institute of Engineering and Technology, Meerut, UP, INDIA
MBA (IT), Shobhit University, Meerut, UP, INDIA
MY STRENGTH
Effective hard Worker and dedicated.
Quick adaptability
Listening, Learning, and Leading skills.
Customer service skills and highly energetic in Operations
Flexibility to handle change and a good team player. US Work Authorization
EAD
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