AESA PATEL

Email: ady8ty@r.postjobfree.com Ph no: +1 317 (533) 4597

Summary:

• Highly talented IT Professional with 5+ years of experience and highly regarded for delivery of exceptional customer support and project management that exceeds all expectations. Able to analyze complex situations and ensure prompt resolutions resulting in a measurable increase in productivity.

• Extensive hands-on experience in designing, analysing, and maintaining networked computer systems.

• Proficient in providing infrastructure support for various devices, including networking design, desktops, laptops, iPhones, and Android devices.

• Administered, installed, and provided support for client and server hardware, software, peripherals, and networked systems. This involved tasks such as installation, configuration, security implementation, monitoring, and troubleshooting.

• Implemented cost-saving measures resulting in a yearly savings of 20 million dollars for a SQL Server backend.

• Proficient in provisioning desktop pools in Horizon View for VMware, enabling the deployment of VDI desktops.

• Project-managed the complete office build-out process, starting from architectural plans to cubicle wiring and conference room setups. Completed the entire project over a weekend, ensuring all desktops and servers were in place for a smooth start of business on Monday.

• Significantly improved ticket response time, increasing the percentage of tickets closed on the same day from 23% to 74%. Currently maintaining a consistent 65% closure rate on the same day since joining Mitsubishi Bank and Trust.

• Acquired 98% of knowledge and skills through self-learning while on the job.

• Skilled in both network administration and engineering, including administering Active Directory and managing Group Policy Objects.

Work Experience:

Desktop Engineer Duration: Apr-2023 to present

Client: Avantor Pharma, PA, USA

Responsibilities:

• Provided exceptional customer service while supporting vast number of end users.

• Ensured quick and successful problem resolution by phone and email for all employees across 5 States.

• Increased end user efficiency by providing software installation, hardware configuration, and application support.

• Document troubleshooting steps taken and provide information to 2nd level support when needed.

• Founded and published company bi-weekly newsletter.

• Closed more than 10,000 helpdesk tickets involving over 350 unique applications.

• Greatly increased end user productivity by decreasing down time by over 30%.

• Promoted to Technical Customer Service Representative due to my exemplary performance reviews, top customer service and technical skills.

• Chosen to train and mentor new employees with corporate infrastructure and helped build their expertise of how to use the core systems within the field.

• Improved stability and performance of system and networks Desktop Engineer Duration: Nov-2020 to Dec-2022

Client: Wipro, India

Responsibilities:

• Provided comprehensive support for a satellite office catering to C-Level executives .This involved handling laptop builds, remote support, administration tasks, project management, email support, mobile devices, and Cisco VOIP system management (Add, Moves, Changes).

• Led the relocation of the entire office to a new floor, collaborating with architects to ensure the technical infrastructure met our requirements. Additionally, played a key role in organizing the entire move, addressing both technical and non-technical aspects.

• Successfully implemented the setup of a small datacenter, including managing vendor relations to ensure a smooth transition of services to the new location. The entire move was completed over a single weekend.

• Installed and configured a LifeSize video conference system in two conference rooms within the first month of employment.

• Primarily focused on providing support for MS Windows environments, including Windows 7, Windows 2003, 2008, and Mac OS X. Managed iPhone iOS deployments in collaboration with our carrier, AT&T.

• Conducted a rollout of HP Elite Pro Book laptops with Windows 7 and MS Office 2010, configuring Outlook to work seamlessly with the Exchange 2007 server. Implemented VPN connectivity on Windows 7 to enable access to files on respective file servers.

• Configured Outlook Web Access to ensure users could access their email remotely when taking their laptops out of the office with an internet connection.

• Supported users in a mixed environment of Windows Server 2003 and Windows Server 2008 with Active Directory. Managed user rights through Active Directory Users and Computers, as well as administered rights via Global Groups.

• Implemented a "Bring your own Device" policy for mobile computing, configuring Android devices, laptops, iPads, and iPhones.

• Provided market data feed support for ILX, Thompson One, Reuters, and Bloomberg.

• Evaluated various enterprise spyware products for potential implementation within the corporate network. Successfully deployed a centrally managed corporate-wide spyware solution, Webroot's

,SpySweeper, and implemented an enterprise-wide antivirus solution. Desktop support Engineer Duration: Sep-2018 to Nov-2020 Client: Reliance Jio, India

Responsibilities:

• Managed the development of new technologies and computer equipment (software and hardware) purchases – able to increase productivity by over 50% while decreasing operational costs.

• Provided exceptional customer service while analyzing complex problems and technical support for all software, hardware and network related issues and working directly with vendors when necessary.

• Analyzed complex issues and was able to resolve escalated problems from the dial-up Internet and web hosting technical support department.

• Collaborated with local telephone cooperatives in resolving issues with their modem racks and processed IP address block requests.

• Worked alongside Systems department to route IP addresses from core routers to telephone cooperative equipment.

• Designed and maintained company-wide network monitoring software and provided utilization reports to sales team. Co-created the overnight NOC position.

• Successfully rolled out new versions of ServiceNow (Fuji to London) and user requested enhancements/defects of various module of ServiceNow with minimal disruptions/post go live issues.

• Created various dashboards in ServiceNow to help the operational team and Senior management team measure performance against defined thresholds.

• Developed internal controls and undertaken best practices initiatives by proactively exploring control deficiencies associated with IT systems and processes (Configuration, Release, Change, Incident, Problem management.

Skills:

Os Desktop/Laptops Windows 10, Windows 7, Windows Vista, Windows XP, Windows 98, Windows 95, Windows 3. DOS

Networks Servers Windows 2012 R2, Windows 2008, Windows 2003, Windows 2000Networking: Hubs, Switches, Cisco Routers 2501(maintained), Configuring NIC s (Load Balancing). Cisco ASA, Full Stack Cisco MerakI solution.

Application

Software

MS Office 2000,2003,2007,2010,2013,2016, MS Exchange 2003, MS Exchange 5.5, McAfee Help Desk Software, Dial-up-Networking for Win NT 4.0 Workstation and Server, Remedy User 5.0

Hardware Full line of Compaq Server systems (Compaq Proliant5000 - Compaq DL 760). Intel architecture systems and peripherals, networking Ethernet hubs

& switches, Firewalls (Sonic Wall, ISS Black Ice, RAID controllers (2P, 2DH, 3200 & 5300 series), category 5,5e, 6 cabling, patch panels, LAN & cable testers.

Mobiles Mobile Apple iPhone and iPad IOS (all versions), Android, Amazon Fire tablets with MDM solution. (Airwatch)

Network

Protocols

TCP/IP Suite IPV4/IPv6 (sub-netting, NAT, DHCP, WINS, DNS, Ping, ipconfig, Tracert, NBTStat, Netstat) NetBEUI, Fast Ethernet, Token Ring, Internet Security.

DECLARATION

I hereby declare that the above written particulars are true to the best of my knowledge and belief.

(AESA PATEL)

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