Desktop Support Customer Service

NERARY KALYANA

**** ****** **** ***, *******, CA 95356

Cell: 209-***-****

Email: *******@*****.***

Professional Summary

Dynamic and well experienced professional in network analysis, desktop support, network and system configuration. Vast knowledge of client and server applications as well as installation and configuration of desktops. I am looking for an opportunity to utilize my skills in a renowned organization.

Skills

•Knowledge in Desktop hardware installation, configuration and maintenance

•Knowledge of Microsoft Windows 7/8/10, and Mac OS X Operating Systems

•Knowledge of Windows Server 2008/12, Active Directory

•Knowledge in cabling technologies in CAT6, CAT6e, Single Mode, and Multi-mode

•Conceptual understanding of IP networking and basic network troubleshooting skills.

•Support and troubleshooting of Printer/Device issues including items such as setting default file types, driver installation, accessory software or hardware setup.

•Proficiency with information technology regarding both hardware and software, and in-depth knowledge of Microsoft server and desktop operating systems

•Perform first level technical support for computer hardware, operating systems, network connectivity, desktop applications, business applications, printing, email and web-based applications in a fast paced, multi-site, multi-platform environment.

•Experience working with a Ticket Management System such as ITSM (Cherwell)

•Excellent customer service skills

•Highly motivated and self-directed

•Ability to organize, prioritize, address and follow-up on multiple tasks simultaneously.

•Skills to diagnose and effectively troubleshoot technical issues.

Ability to pay close attention to detail.

Ability to work under pressure and meet deadlines.

Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.

Ability to work independently or with a team.

Good verbal and written communications skills

Understanding general principle of LAN and WAN infrastructure.

Experience with Citrix or VMWare desktop and server virtualization

Strong organizational skills and attention to detail.

exemplary customer service with excellent people skills

Ability to Speak Several Languages (Arabic, Assyrian, English)

Professional History

Network Engineer FTB 05/01/2022 – Current

Assist in performing installation, maintenance, support, testing and backup recovery of network products

including operating system upgrades and other product release upgrades. In addition, on rotational basis

responsible for analyzing and assigning tickets, research processes and develop work area tools,

evaluate products to determine if they will support and enhance the department’s business technical

functions. Develop plans and recommendations regarding implementation of changes that will improve

the performance of complex enterprise network topologies, including security improvements, network

device fine tuning and protocol analysis.

Assist with configuring, updating, and maintaining the LAN, WAN, and VPN infrastructure as well as associated system configuration documentation.

Work with vendors and service providers to resolve outages and other technical problems.

Monitor support queues and resolve outstanding work orders and break fix requests.

Installs, configures, and supports end user equipment remotely with 3rd party support.

Work with other Network Analysts in support of the entire Network such as Routers, Switch, and Wireless related products.

Troubleshoot issues related to configuration, hardware, and software, replicate customer environments and network problems.

Installing, configuring, and maintaining network devices. This includes owning the deployment process.

Update network equipment to latest stable firmware releases.

Information Technology Specialist I CCHCS 10/25/2021 – May/2022

Performs as Lead Team member to maintain the complex hardware, software and applications such as the Electronic Health Record System (EHRS), necessary to provide a reliable, secure, and productive environment for CCHCS network and desktop systems, mobile devices, peripherals and other IT equipment, including medical equipment with IT components, used throughout the Department. Independently provides complex technical support and guidance for CCHCS staff at assigned office locations. Installs and troubleshoots Microsoft (MS) operating systems, for example, Windows 7 and 10, and MS Office productivity software, Office 365 and 13. Acts as a technical team member for Wide Area Network (WAN), Local Area Network (LAN), and infrastructure initiatives. These functions include but are not limited to: installing and decommissioning network equipment; working on project requirements, analysis, general design, development, testing, implementing, and maintaining the daily operational readiness of the existing network infrastructure software, hardware, systems; utilizes monitoring, distribution, scanning, diagnostics reporting tools; security and file backup tools, and installs patches. Monitors and analyzes workstation and network performance, and availability. Runs diagnostic utilities to detect hardware or network problems. Analyzes and troubleshoots complex IT connectivity issues.

Utilizes MS Active Directory to establish user files, folder access rights, and maintain account passwords. Manages institution file, print servers and services; creates and maintains user accounts and objects. Develops effective system and user file backup methodology and schedules. Develops operational recovery strategies and evaluates system and data file backup software and strategies. Independently coordinates problem resolution and requests for services with the CCHCS Solution Center, other CCHCS and Department of Corrections and Rehabilitation (CDCR) IT administrators, network support staff, system users, CCHCS management, and vendor support staff.

Reviews and reports on remote Virtual Private Network (VPN) system performance. Independently researches emerging hardware and software technologies, services, and best practices. Presents technical recommendations orally or in written form and develops corresponding processes and procedures. As a project team member, assists in planning and coordinating complex IT projects, ensuring projects are completed according to project schedules, with minimal impact to customers and services. Makes recommendations to increase efficiency of all supported systems and presents improvement strategies to management.

Desktop Support Specialist Contractor -Kaiser Permanente 04/2021 – 10/2021

Performs in an expert consultative style in a variety of different analytical roles depending on the project. It works directly with clients at all levels within the organization and with outside parties to identify operational business requirements with sufficient detail and clarity to allow IT solution proposal development. In addition, accountable for providing leadership and independent initiatives in facilitating and conducting information gathering, structured documentation, and presentation of findings.

• Excellent understanding and use of desktop/laptop technologies including Windows 7 and 10, Office 2016/O365, Windows Drivers updates and impacts, networking, wireless, encryption, troubleshooting skills.

• Excellent customer service.

• Excellent in listening, troubleshooting, data gathering and analytics/statistics.

• Strong proficiency with documentation and technical writing

• Proven analytical and problem-solving abilities

• Good organization skills and keen/accurate attention to detail

• Strong written and oral skills and ability to present ideas in user-friendly language

• Strong research skills into PC issues and products as required

• Good understanding of intermediate network support, VPN, desktop firewalls, encryption, wireless trouble shooting, and cabling.

• Understands graphs, charts, stats, and logs

• Good understanding of telephony technology, VOIP, and mobile device.

• Configuring MFP copiers and printers

• Audio-Visual and meeting support

• Facilities support for office equipment/furniture moves/installs

• Experience in dynamic and fast paced enterprise environment

• Strong communication and follow-up skills

• Strong sense of urgency and ability to prioritize

Network Administrator SutterHealth 04/2020 – 04/2021

Responsible for the administration and operations of Sutter Health’s server, network, Epic client services, and storage infrastructure as well as, collaborating with application and infrastructure groups on implementation and daily operations. It is also responsible for the proactive monitoring and maintenance of the virtualized servers and network operations, their performance, and their availability. This position ensures Sutter Health’s infrastructure operations are conducted in accordance with standard procedures and meet our Service Level Agreements. It contributes to all aspects of infrastructure, daily operations and special projects.

-Technical experience as a systems, virtualization, or network administrator

-Experience with Cisco IOS

- Familiarity with Network Node Manager, HP Network Automation, IP Control, CISCO ACS, Cisco Prime and NetQoS desirable

-Investigating faults in the Network

-Familiar with Cisco CLI

-Install cable trays and mounting hardware as required using hand and power tools.

-Monitor network communication and respond immediately to security, usability concerns and alerts.

-Knowledge in design, installation and administration of enterprise network switches, routers, load balancer and power supply systems.

-Develop and maintain network security procedures, Add, remove and change authorities for network users.

-Monitor and measure the performance of the network, report problems to the appropriate individuals.

-Resolve problems reported by end users for local and wide area network, personal computers, networking equipment (switches, routers, etc.) provide answers to complex questions related to these systems.

-Maximizing network performance by monitoring performance, troubleshooting network problem and outages.

-Reporting Network operational status by gathering prioritizing information.

-Participate in an On-call rotation for support of system outside of normal business hours.

-Coordinates and communications with Users.

-Knowledge and experience with enterprise monitoring tools (Cisco Prime), SCOM, Solar Winds, and Splunk.

-Verify that peripherals are working properly.

-Monitor system performance maintain system efficiency and make adjustments in system's performance as necessary.

-Respond to service outages and other problems quickly.

Desktop Support Specialist Sutter Health 08/2017 to 03/2020

Provides first level problem resolution for enterprise/system-wide computer/mobile device hardware, operating system software, application programs, peripheral equipment, and LAN interfaces.

•Within general guidelines, manages priorities based upon severity, workflow, and time constraints.

•Applies system expertise, skills, and knowledge effectively in solving desktop workstation and personal computer, associated equipment, and network connectivity technical problems.

•Provide onsite and remote support for the organization, responsible for troubleshooting and resolution of computer and mobile device hardware and software issues, telephony, printers and networking intermediate knowledge of computer applications.

•Works with other Desktop Support staff, Network Engineers, and system/program application personnel to resolve technical issues as required.

•Works with other IS team members to provide timely support services to the user and receive, log-in, document, and close-out trouble calls using the service tracking tool(s).

•Coordinates tasks and activities with other departments/sections and vendors as appropriate or directed.

•Formulates service support efforts based on customer schedule needs.

•Maintains courteous rapport and friendly customer relations; communicates with users at their level of understanding.

•Maintains confidentiality of all data.

•Analyze data and recommend computer hardware and software solutions to meet business needs.

•Provide technical assistance and resolve complex technical issues and computer system problems.

•Provide general technical guidance to the local and remote users in support of all IT services.

•Onboard and deploy, and offboard and collect laptops.

•Perform basic laptop repair as needed.

•Document and manage all vendor repairs.

•Asset management update the status and location of all IT assets (mobile, PC, LAN/WAN devices)

•Supporting 2500+ local and remote users

•Proficiency with managing users and PCs in active directory

•Deploying, supporting, and managing Windows OS, iOS, Microsoft office, mobile devices, and desktop apps

•Collaborate with internal teams or vendors to execute projects.

•Participate in training and development of others.

•Installs, tests, and configures workstations/laptops, software, phones, peripheral equipment.

•Troubleshoots and repair hardware and software problems on customer computers and peripherals.

•Ensures backup, recovery, and data restoration from workstations/laptops for clients during upgrades or problem diagnosis.

•Deploys and Test computer images. Including all software and OS installs and configurations.

Data Entry Specialist Iron Mountain 10/2016 to 06/2017

Inputs new and updated data into customer inventories using the Safe keeper system.

Manages the incoming data input process including keying label information, location information, investigating and resolving exceptions, acknowledging orders with customers and closing the work order. Verifies that all information is keyed accurately and in a timely manner.

Manage the internal move data input process including the keying of all information, electronically moving cartons to new locations, investigating and resolving exceptions and closing the work order.

Print & mail receipt acknowledgements, month end and quarter end customer requested reports.

Prepare and sort documents for data entry.

Create and maintain logs for tracking purposes.

Review and enter data updates in the systems.

TECHNICIAN Intelliguard Security 02/2015 to 10/2016

.

oCabling and setup of DVR systems and customer service and upgrading panels firmware.

onetwork cabling installation

oinstall residential and commercial fire/burglar alarm, CCTV, and Access control

oTesting all equipment to ensure performance of system.

oPerforms customer instruction on system operation and functionality.

oTroubleshoot and resolve/repair customer issues.

oMaintains the necessary truck stock/inventory (equipment and tools)

Manager (Desktop Support, Network Admin) High-Tech 08/2009 to 11/2013

Responsible for design and installation of computer networking systems

•Troubleshooting a variety of computer issues

•Configuring computer network

•Install and configure operating system (O.S)

•Maintenance and support services for Internet and intranet system

•Installing and configuring new PCs, hardware, and software.

•Improve problem-solving.

•Monitor and maintain computer systems, servers, routers, local area networks and switches.

•Manage Employees Payroll

•Computer Maintenance

•Troubleshooting Networks

•Software installation and support

•Managed office Finances

Education

Bachelor of Arts: Information Technology & Computer Science

(AL Mansour University College, 2007)

Certifications

Cisco Certified Network Associated

certificate verification # RZ47LFQFGDV1Q45K December 2020

Completed classes IT Security Foundation (Network Security) September2020

Through LinkedIn Learning

Badge of completion CompTIA A+ On Ramp offered by CompTIA July/2016

(Certificate No: 6to9txyg8r43)

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