Pratik Patel

(M) 984-***-****

adlg97@r.postjobfree.com

SUMMARY

A highly capable, motivated and energetic IT Professional known for having outstanding interpersonal skills and the ability to communicate effectively at all levels within an organization. With 15 years’ experience in the IT, Publishing, and Supply Chain and Logistics Industries, I am skilled across a wide range of technologies aligned with a service management framework. I thrive in a collaborative team environment and am also able to work independently when required, using both initiative and a flexible attitude to overcome challenges and meet my critical targets.

CERTIFICATIONS

Information Technology Infrastructure Library (ITIL V3 Foundation) certified. 2016

Microsoft Certified Solutions Associate (MCSA) certified. 2019

Microsoft Azure Certified 2019

Microsoft Systems Centre Configuration Manager (SCCM) certified. 2019

Microsoft Office 365 certified. 2019

KEY SKILLS SUMMARY

Microsoft Windows 7 & 10, Apple Mac OSX, Windows Server 2012, SCCM, Cisco VOIP, VMWARE,

ITIL V3, ServiceNow, Jira, Remedy, Microsoft Office 365, Audio-Visual Equipment, Adobe Cloud Products, Mobile Telephony, Citrix.

EMPLOYMENT HISTORY

Level 3 Desktop Support Engineer June 2019 till current

MetLife (Cary, NC, USA)

Providing level 3 support to all MetLife offices globally, meeting SLA and deadlines of the tickets being raised.

Office 365 support and troubleshooting including Skype for Business and Yammer. Primary on-site support for O365 users Providing training documents to service desk. Creating and maintaining outlook profiles. Migrating and converting PST – OST files. Supporting the messaging environment in the cloud (O365).

Performing networking responsibilities which required some basic knowledge of TCP/IP, DNS and DHCP.

Imaging of laptops using SCCM and MDT technologies. Which involved software distribution and patching.

Give support to remote users using different RDP technologies like SCCM, Team Viewer, LogMeIn and Jabber.

Organising Dell / HP tech to perform hardware replacement on site after performing the thorough troubleshooting with laptops and desktops.

Giving personal attention to users while troubleshooting issues and keep them posted of the work being done.

Troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.

Hands on experience in installing, troubleshooting and fixing desktops, local/networked printers, laptops, microcomputers and other computer peripherals hardware problems as well as desktop applications.

Experience in organizing and following complex and/or detailed technical procedures to provide desktop computing hardware and software installation.

Troubleshooting Microsoft operating systems, MS Office and MS Exchange, Netware, Active Directory

Integrating knowledge and skills from a range of technologies to address work assignments.

Analysed, coordinated, administered and processed Change requests. Interacted with users to determine change requirements, evaluate type and scope of change. Implement approved changes then notifying personnel of change completion.

Independently resolving routine and non-routine problems, solve problems and perform diagnostics on software and/or hardware.

Supporting Ivanti - It makes local profile, roaming profile, and produces many more management applications.

Desktop Support Engineer September 2013 – December 2018

Penguin Random House (Australia)

Spearheaded the timely upgrade of 300 Warehouse computers to Windows 10 ensuring that the organisation succeeded 100% with its annual operating system security audit

Managed day to day operational performance of two Warehouses to improve PRH processes including stock management

Protected the company bottom line by ensuring that 100% of all major incidents were resolved quickly with the minimum impact to business

Upgraded old fleet of RF hand held guns to the latest model in batches to increase efficiency and coverage.

Collaborated with new print vendor to upgrade over 150 Xerox printers including configuration and print server setup aligned to business needs.

Supporting Audio-Visual (AV) equipment including maintenance and troubleshooting of various issues. Hands-on experience with AV Integrators and AV editing.

Installing Cisco VOIP phones and replacing over 250 Avaya VOIP phones in 1 month ahead of target. Replaced all Cisco switches to Cisco POE switches.

Implemented SCCM and delivered to APAC region automating multiple manual tasks to over 500 workstations

Managed the successful upgrade of a new printer fleet and Cisco VOIP Phone system

Built process of a Windows 10 SOE while supporting both Windows and Apple infrastructure across multiple sites using the ITIL Framework and Service Now

Migrated all 60 users from old site to another taking care of all the networks, computers, phones, printers and Wi-Fi setup ahead of project scheduled deadline.

Windows 7 Deploy Engineer (Contract) July 2013 – August 2013

Fairfax Media – Publisher of ‘The Age’ Newspaper (Australia)

Upgraded 100% of Windows XP and 7 desktops to Windows 7 laptops and Mac Book Air.

Taking note of each desktop, laptop and monitor and entering them in Asset Database.

Packing each desktop, laptop and monitors and helping Movers to donate them to charity and dispose the broken/faulty ones as per government rules and acquiring the Green certificate.

Desktop Engineer February 2012 – June 2013

Pearson Australia Group (Australia)

Assisted in process improvements to desktop rollout procedures, reducing desktop imaging to 20 minutes, instead of two hours. The implemented process allows for pre-imaging 25+ desktops in a single day, allowing for on-demand projects or instant recovery

Assisted in network installation encompassing 150 workstations, 50 printers, and 4 communication rooms with supporting infrastructure. Move was accomplished within 3 weeks

Team Leader for Sydney office for 1 month. Resolved over 125 old tickets in the queue and made sure there was not a single pending ticket on my last day of departure

Successfully completed 8 MFD’s, 3 design printers and 1 plotter migration,

Troubleshooting and setup of Wi-Fi (guest and BYOD) when relocated to the new office.

IT Support Analyst September 2005 – August 2011

Wellington Hospital (New Zealand)

Role

To provide 1st and 2nd level IT Support service to approximately 6000 computer users including after-hours support (on-call) as a part of an IT Service Desk team.

Regional IT Consultant February 2005 – August 2005

Massey University (New Zealand)

Role

To provide Desktop Support to variety of departments and users, including internal, external, postgraduate and extramural students and staff including department heads.

EDUCATION

Diploma in Computer Application. D-Tech Computer Education, India. 1995

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