Md M Sozan

Email: adz3lp@r.postjobfree.com Phone:347-***-****

Objectives: Desktop Support Analyst with 5+ years of experience, combining technical, analytical, problem solving and engineering qualifications with demonstrated achievements in troubleshooting, maintenance, and operational activity. Exceptional communication (Verbal and Written), interpersonal, compassionate, and Self-motivated.

Key Skill:

•Expert Knowledge in Service now, Jira Ticketing System.

•Expert hands-on Active Directory Management such as Reset Password, unlock user account, Activate, and deactivate user account.

•O365 Suite administration and application support such as Microsoft office (word, excel), Outlook, MS Teams, SharePoint, PowerPoint and OneDrive, Zoom troubleshoot.

•Experienced in troubleshooting various types of OS such as Windows and Apple MAC OS and iOS.

•Troubleshoot Cisco any connect VPN.

•Mobile Device Management such as Mobile Iron.

•Expert in Remote Troubleshoot software Bomgar, Remote Desktop, LANDesk.

•Executive meeting room and Board meeting room set up and support.

•New hire Orientation, create and provide documentation.

•Asset and Warranty Management of corporate Equipment's and Cable managements.

•Install, Add, Move and Remove Workstations.

•Tec bar/in person support, email and phone support and Escalate user problem to appropriate team.

•Specialized in Build and troubleshoot WOW (workstation on wheel) a requirement for hospital,

•Build, Install, troubleshoot HP Citrix VDI/VPOD, thin Client and Epic.

•Printer management such as call vendor, replace toner, remove paper jam and network troubleshoot.

•Configure, reconfigure and Deploy Honeywell level printer, Zebra printer through NETira Software.

•3rd party Vendor Management Such as Dell, HP, Lenovo, Apple, and Konika.

Professional Experience

Desktop Support Analyst, NYP Lawrence Hospital, NY Sep 2021 – At Present Responsibilities:

•Provided technical support to NYP employees over the phone, onsite and multiple locations.

•Helped End user with face to face and remote technical support approx. 3000+ users regarding IT issues in windows and Mac Devices.

•Setup the computer Specialized in Build and troubleshoot WOW (workstation on wheel) and software installation through their internal software named software center.

•Helping users to solve problems Exchange, OneDrive, SharePoint MS365 Issues.

•Manage the inventory of laptops and monitors using Service Now.

•Experience of complete cycle of imaging for the laptops through SCCM.

•Performing routine maintenance tasks such as systems updates, software installations, and hardware upgrades. Diagnosing and resolving hardware and software failures or malfunctions. Conducting repairs or coordinating with external vendors for equipment repairs.

•Providing users solve their problem through remote desktop connection, Bomgar to remote in user device.

•Assisting users in learning how to use software applications, hardware devices, and other IT tools effectively.

•Resolve IT Helpdesk incidents in ServiceNow following SLAs, Active Directory administration, user accounts, permissions, group policies, installations, software/hardware troubleshooting, deployment, remote support to end-users.

•Working closely with other IT teams, such as network administrators, system administrators, and application support teams, to resolve complex issues, implement system changes, and ensure smooth IT operations.

•Work as a Tier 2 support team and handle the tickets which are escalated as per priority.

•Build, Install, troubleshoot HP Citrix VDI/VPOD thin Client.

•Printer management such as call vendor, replace toner, remove paper jam and network troubleshoot.

•Configure, reconfigure, and troubleshoot various Level printers, scanner’s (Honeywell, Zebra).

•Mobile Device management through Intune and Mobile IRON.

Desktop Support Analyst, Bank of America, New York Jan 2020 – Sept 2021 Responsibilities:

•Providing technical support, diagnosing, and troubleshooting hardware and software problems, including desktop, laptop.

•Identifying and removing computer viruses and provided major repairs in accordance with outside vendors.

•Expertly installing, configuring, monitoring, and troubleshooting pcs and related hardware on all OS platforms.

•Resolving windows operating systems related issues, software related issues.

•Break/fix of computers, servers (IBM, hp, dell), Printers and Peripherals.

•Imaging computers through USB, SCCM and Windows PXE server

•Performing pc performance optimization, OS updates, software, and specified patches and updates.

•Troubleshoot and Install VPN client issues and Remote Desktop Connection issues.

•Install Audio, video system, troubleshoot wide range of MS Teams, Zoom, and Webex issues.

•Communicate with 3rd party vendor regarding Hardware Break fix, software update and creating documents.

•Creates, responds, escalates tickets with making sure that proper notes and status.

•Add, Delete, and maintain Active Directory users and office 365 accounts.

Help Desk Analyst, Sotheby's, New York March 2018 – December 2019

Responsibilities:

•Provide face to face and remote technical support for 3000+ users regarding IT issues.

•Reset password, unlock, enable, disable account, and update user information in Active Directory users and Office 365 accounts.

•Installing operating system such as Windows 7, 8,10 and 11

•Diagnose, troubleshoot, and resolve wide range of software, hardware, and network issues.

•Performed telephone support to end users along with face-to-face support software and hardware issues.

•Responsible for implementing. troubleshooting and maintaining operations of network system.

•Creating, updating network shares, adding permissions for software and group through active directory.

•Experience in installing various anti-virus software and handling computer security issues.

•Installing, adding and troubleshooting a wide range of printer and scanner issues.

•Troubleshooting wide range of cabling issues and racking and patching data room.

Educational Qualification:

Bachelor of Arts, National University

Dhaka, Bangladesh

Professional Certificate:

CompTIA A+ Certification (2016)

O365 Administrator and troubleshooting (2022)

Contact this candidate