Desktop Support Sccm

Abdul Basit

m: 571-***-**** e: adl2dm@r.postjobfree.com

CORE COMPETENCIES

Hardware Configurations • Operating System Installation • Technical Troubleshooting

TCP/IP Communications • Windows and Linux Filesystems Navigation • Directory Services

Infrastructure Server Management • User Training & Support • Preventative Maintenance

Documentation & Reporting • Microsoft Office 365 Deployment and Administration

Agile development •Remote access and VPN • Introductory knowledge of Microsoft Intune • Excellent verbal and written communication skills • Quick learner • Great team player • Attention to details • Problem Solver • Expert in Multitasking • Leadership skills • Superior Customer Service Skills

KEY ACHIEVEMENTS

Assisted in the Global End User Services project which delivered the Splunk Universal Forwarder to more than 38,000 end-points with real-time display.

Drove service delivery and improved Enterprise IT services and products to 20,000+ end users in a fast-paced IT firm with 50+ corporate customers.

Performed 30 on-site visits to develop partner solutions.

Provided on site and remote IT support services, troubleshooting and system operation.

Quickly solved 20+ customer issues daily with 95.7% success.

Enhanced help desk ticket system, reducing solution time by 35%

EDUCATION

Google IT Support Professional Certificate

●Skill development experience includes:

oTechnical support: installing & configuring computer hardware, software, and networks

oComputer networking: standard protocols for TCP/IP and network services (e.g., DNS)

oOperating systems: creating users, groups, and permissions for account access & installing, configuring, and removing software on Windows and Linux operating systems

oSystems administration: server management and user & information management

oIT security: evaluating potential risks and utilizing encryption algorithms and techniques

• Associates of Science

●Electrical Engineering

●Northern Community College VA

• Bachelors of Arts

●UOP

PROFESSIONAL EXPERIENCE

Access Coordinator • HCA/ CereCore, Remote 01/2021- 02/2021

Provisioning, maintaining and supporting security privileges for the users of HCA systems.

Coordinated with other security and support desks to resolve problems and provide access with other AC teams.

Facilitating client support services for Cere Core healthcare client.

Granting access to healthcare clients by fetching requests from eSAF and using appropriate application such as Mobilab, Meditech etc. to validate access as per request.

Works with the division Service Desk and provides necessary security/tier 2 support for user access incidents.

I.T Support Technician • Atlas National Corp. GA 01/2018- 09/2020

Assisted clients in maintaining optimal connectivity and bandwidth.

Supported internal administrative team at 10G Network with hardware and software issues (e.g., printers, scanners, computers, routers).

Assisted Global Desktop Engineer with integration of imaging activities through SCCM

Performed basic SQL server administration and maintenance and ensured regular backups.

Perform installation, evaluation, maintenance, and problem resolution for the SCCM server and DPs as well as release management deployments to 15000+ PCs globally

Resolved help ticket jobs assigned by IT supervisor and recorded ticket results for reporting and record-keeping.

Assisted users with implementing new software and network infrastructure to ease transition to new technology assets and planned operations.

Engineering and Coding Instructor • Silver Knights Enrichment, Fairfax VA 09/2016- 09/2017

Collaborated, designed and implemented daily life based engineering assignments and projects to enhance class’s intellectual and analytical thinking.

Interacted with children to build self esteem and understand core concepts of Electrical engineering including batteries, circuits, propeller and robot cars etc.

Planned, taught, and evaluated students based on his or her performance and requirements

Programming and Robotics Counselor • TIC Summer Camp, DC 06/2016 to 08/2016

●Managed a LEGO Robotics team from middle school

●Closely collaborated with other group leaders identifying, researching and resolving technical problems with programming commands.

●Organized and lead group activities dealing with the general concepts of robotics and programming

●Planned, coordinated, and executed activities guiding campers in personal growth and daily living.

●Trained two team members on Microsoft Office 365.

Information Technology Support/Desktop Support Technician • Gen. Softwares 08/2012- 08/2014

Offered support to end-users who experienced problems with their computer systems, tablets, software, phones and computer peripherals.

Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.

Develop and manage application code, user interface, and third-party integration components

Develop necessary development documentation as needed e.g. technical design, developer notes, etc.

Performs core configuration tasks including system policies, business rules and client scripts.

Manages users, groups and roles

Manages data with Tables, the CMDB, Import Sets, and Update Sets.

Offered IT technical support and administration of IT systems within the organization.

Configured Windows based PCs and laptops.

Performed hardware repairs and diagnosed softwares issues according to company policies and industry standards.

Provided production support for Active Directory management and Infrastructure.

Provided entry level support and administration for Windows Server

Helped clients in their account administration (password resets and account unlocks).

Monitored troubleshooting and administration of Windows 7 and 10.

Provided support for WAN and LAN connectivity, wireless access points and routers/firewalls.

Resolved domestic and international customer’s issues 24/7 via phone and email.

Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists

Implemented company policies, technical procedures and standards for preserving integrity and security.

Ensured an available supply for deployment by imaging computers.

Environment: HubSpot, Samanage, HappyFox, Jira Service Desk, Mojo IT Helpdesk, Service Now, BMC Remedy ARS 6.3, 7.1, 7.5, OBIEE 12c, MS SQL Server, Erwin 9.7, UNIX, Splunk, MS Office Suite, SCCM, Linux, Mac, Salesforce, C++, Python, AWS, Azure, OBIEE

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