Desktop Support Customer Care
Resume:
Samrina Mojumder
Germantown MD *****
Cell: 301-***-****
********.*******@*****.***
US Citizen
OBJECTIVE
To attain a position as a Technical Support Specialist, Help Desk or Customer Service Representative. Analyze technical problem, emerge with immediate resolution, and to properly generate a progress report. To pursue a permanent or contract position as a desktop or help desk support analyst to further develop my IT technical skills within the field.
SUMMARY
6 + years of Experience in Technical Support for various organization
Provide resolution to network, modems, printers, hard drives, memory cards, USB products. FireWire and wireless issues.
Application Support with different Platform
Languages- Bengali, Hindi, Urdu and English.
MS Window XP Professional, 2003, and window 2007, 2008, 2010
MS Office suite (MS Word, Excel, Access and Outlook.)
MS Office 365.
Support End-user XP/Vista/Win7/Win 8/ Win 10, Citirx, Thin client
Experience Helpdesk Support and Remedy, Numara footprint, Service now ticketing system.
Experienced with Active Directory.
PC Rollout, Smart phone Blackberries and iPhones.
Hardware/Software Troubleshooting.
Technical/End User Support.
Remote Desktop Connection.
Capable of troubleshooting Network issues.
Excellent written and oral communication skills in Technical and training fields.
Hardware: CPUs, Monitors, Memory, PDAs, (Palm and others) Blackberry, USB Hubs and Printers
Ability to support queries via phone, fax and email.
Able to maintain a log of any software and hardware problems.
Excellent ability to maintain high degree of customer service.
Excellent communication and writing skills.
PROFESSIONAL EXPERIENCE
Census Bureau
Greenbelt -MD
Senior Desktop Support Dec 2018-Present
Provide Help Desk (Tier 1 and Tier 2) support for 30,000 internal staff
Identify user needs and tracking issues with service now ticketing system
Administrator for office 365 and supporting End-user with related issues.
Air Watch Administrator.
AWS account Management & maintenance
Maintain system efficiency regarding any application
Ensure design of system allows all components to work properly together.
Ensuring all the upgrades application working properly and recommendations for future upgrades.
Analyze and isolate issues.
Assisting user’s remote users via Window’s remote assistance.
Maintain integrity of the network
Proactively monitor all systems to ensure optimal uptime and security are maintained including investigation, resolution, and explanation of user related issues
Manage and document system configurations and IT policies
Participate in systems designing, developing and testing and create/build Desktop/Laptop/Citrix processes for domestic and global sites and migration from windows 7 to windows10
Proactively monitor and record all reported incidents to ensure timely and efficient resolution while providing quality customer care
Imaging PC with an external HD and trough the Network
Create Shared files on Active Directories and resetting Password
Setting up Encrypted emails for PC and smart-phone users
Creating new user Accounts for PC and Mac users.
Ensure network connectivity throughout a company LAN/WAN infrastructure is on par with technical considerations.
Assign configuration of authentication and authorization of directory services.
Assist the desktop support team with IT audit.
Work closely with SCCM team and also monitoring all the windows updates and monthly patches
Work with vendors to analyze and troubleshoot solutions,
Managed & troubleshoot mobile devices such as iPhone, IPad, android with Mobile management system Air watch.
GEICO
Chevy Chase
Senior Desktop Support Mar2015-Dec 2018
Provide Help Desk (Tier 1 and Tier 2) support for 1500 internal staff
Identify user needs and tracking issues with service now ticketing system
Administrator for office365 and supporting End-user with related issues.
Air Watch Administrator.
AWS account Management & maintenance
Maintain system efficiency regarding any application
Ensure design of system allows all components to work properly together.
Ensuring all the upgrades application working properly and recommendations for future upgrades.
Analyze and isolate issues.
Assisting user’s remote users via Window’s remote assistance.
Maintain integrity of the network
Proactively monitor all systems to ensure optimal uptime and security are maintained including investigation, resolution, and explanation of user related issues
Manage and document system configurations and IT policies
Participate in systems designing, developing and testing and create/build Desktop/Laptop/Citrix processes for domestic and global sites and migration from windows 7 to windows10
Proactively monitor and record all reported incidents to ensure timely and efficient resolution while providing quality customer care
Imaging PC with an external HD and trough the Network
Create Shared files on Active Directories and resetting Password
Setting up Encrypted emails for PC and smart-phone users
Creating new user Accounts for PC and Mac users.
Ensure network connectivity throughout a company LAN/WAN infrastructure is on par with technical considerations.
Assign configuration of authentication and authorization of directory services.
Assist the desktop support team with IT audit.
Work closely with SCCM team and also monitoring all the windows updates and monthly patches
Work with vendors to analyze and troubleshoot solutions,
Managed & troubleshoot mobile devices such as iPhone, IPad, android with Mobile management system Air watch.
Digital Receiver Technology Inc.
Germantown MD
Desktop Support Analyst Oct-2014 –Jan 2015
Provided Help Desk (Tier 1 and Tier 2) support. .
Provide Remote and onsite support for around 800 Internal User.
Receive and record client calls into Helpdesk ticketing system Remedy 6.3
Involved with any technical investigation, resolution, and explanation of user related issues.
Monitor and update the internal ticketing system for assigned tickets and assigned locations and/or projects.
Assist the Technology Support Lead in performing report analysis and discussions to address ticketing performance issues and assignments.
Strong knowledge with Active Directory creating Network ID and Password, Expanding email box, authorize users with different network drives.
Install, upgrade and configure workstations to fulfill requests for hardware and software for new and existing users.
Assist the Technology Lead in team meeting discussions and training sessions.
Disseminate technical knowledge via ticketing system, conferences and written documentation to colleagues.
Manage the breakdown, relocation and set-up of workstations to accommodate user relocations, site relocation, site remodels and new location installations.
Planning and managing program-wide technology build, test and deployment activities.
Build, upgrade, deploy, test, maintain, troubleshoot and repair computer equipment/peripherals including desktops, laptops and printers.
Work in close coordination and cooperation with all other departments.
Knowledge of various software products, ability to determine hardware and software problems, and excellent problem resolution.
Ensure the most complex customer issues are promptly addressed, documented and resolved in timely and professional manner consistent with the highest customer service and profession/ technical standards.
Support and maintain user account information including rights, security and systems groups.
Mac OS system trouble shooting.
Klinger Insurance Group
Germantown MD
Desktop Support Dec2012 – June2014
Provided Help Desk (Tier 1 and Tier 2) support for internal staff.
Involved with any technical investigation, resolution, and explanation of user related issues.
Managed and documented system configurations and IT policies
Migrated windows 7 to Windows 8 operating system for all the computers.
Participated in systems design, build, testing and deployments
Created Desktop/Laptop/Citrix build processes for domestic and global sites
Proactively monitored and recorded all reported incidents to ensure timely and efficient resolution
while providing quality customer care
Performed Imaging PC with an external HD and trough the Network
Created Shared files on Active Directories
Assist user with Setting up meeting ID for conference calls on WebEx.
Set up Encrypted Emails for PC and smart phone users
Created new user Accounts for PC and Mac users
Assist network engineers with server upgrades.
Create procedures for any new rules and regulations within the security of IT infrastructure.
Team lead of printers, update and order toner inventory
Perform both hardware and software installations for Dell products while doing major PC rollout.
Installation and configuration for end users.
Support users with troubleshooting MS Outlook, enable items, created PST folders, email account, calendar appointments and updated security patches.
Strong knowledge with Active Directory creating Network ID and Password, Expanding email box, authorize users with different network drives.
Use VMware client to manage virtual machines.
Maintain all corporate meetings and set up all equipment’s according to the schedule.
Mac OS system trouble shooting.
Support various desktop and laptop configurations to include MAC OSX, Windows 7and 8
Implemented incremental backup procedure documentation for users and desktop support team.
Hewlett Packard
Reston VA
Desktop Support July 2009-Oct2012
Receive and record client calls into Helpdesk ticketing System Numara Foot print 6.5
Install drivers to all HP printers for, HR and upscale clients.
Assist network engineers with server upgrades.
Use Symantec antivirus protection management to provide virus protection to users’ desktop.
Assist with wiring in server room.
Create folders for users with specific administration rights.
Create procedures for any new rules and regulations within the security of IT infrastructure.
Implement snapshots procedure documentation for users and desktop support team.
Change backup tapes according to the schedule and prepared for pickups with Iron Mountain.
Perform both hardware and software installations for Dell products while doing major PC rollout.
Provide desktop/laptop and applications support on Windows XP professional HP, Dell and IBM PC's for hardware/software problem resolution including network connectivity, software imaging application installation and configuration for end users.
Support 20-25 tickets a day to all computers related issues as well as software and hardware related problems for approximately 800 Users.
Support users with troubleshooting MS Outlook, enable items, created PST folders, email account, calendar appointments and updated security patches.
Strong knowledge with Active Directory creating Network ID and Password, Expanding email box, authorize users with different network drives.
Remotely resolve client issues using team viewer.
Use VMware client to manage virtual machines
Maintain all corporate meetings and set up all equipment’s according to the schedule.
Support users troubleshooting and repairing network connectivity, network access connectivity issues.
Mac os system trouble shooting.
Assist users with Blackberry resetting password and synchronize outlook.
Trouble shooting token for VPN users.
EDUCATION & CERTIFICATES
B.S in Science
University of Dhaka, Bangladesh in 2004
ZarenTech Premier IT Training & Consulting Company
Support Specialist – Help Desk (Certificate)
Holding Public Trust Clearance through Bureau of Census
Reference Available Upon Request
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