Technical Support Specialist

PROFESSIONAL PROFILE

US Citizen

Skilled IT Technical Support Specialist/Desktop Support Specialist working since 2009 providing technical support to corporate clients and small organizations. Well understanding and in depth knowledge of numerous software packages, operating systems and as well as hardware’s. Seeking for a consulting or permanent position as a Technical Support Analyst to advanced career as an IT professional.

SKILLS SUMMARY

●Provided Excellent White Glove Customer Service.

●MS Windows and Mac IOS Support.

●Experienced on Active Directory, Service Manager, Ticketing Service Now, Track-it, Remedy Etc.

●Hardware/Software installation and Troubleshooting

●Technical/End User Remote Support and on-site Support.

●Expert knowledge in MS Office 365. .

●Apple iPad, iPhones, Apple Mac IOS installation, configuration, and troubleshooting.

●Capable of troubleshooting Network, VPN issues

●Hardware: CPUs, Monitors, Memory, PDAs, USB Hubs, Printers and other peripheral devices

●Excellent written and oral communication skills in Technical and training fields

●Fluent in English/Hindi/Bengali

PROFESSIONAL EXPERIENCE

Signature Bank

NY, NY

06/2024-12/2024

Service desk Analysts

●Performed network administration functions, set up network user accounts/ permissions, reset passwords, and administered group policies via Active Directory.

●Performed a Migration to windows 7 to windows 10.

●Troubleshoot and help user to how to questions.

●Assisted users Installed, configured, maintained, and supported software installations.

●Delivered printing solutions and peripherals, e.g., scanners/ copiers, digital senders, and fax machines.

●Telephone Support for local and remote users Network Connectivity issues.

●Performed Help Desk / PC Level I and Level II support for end-users and clients.

●Used ServiceNow as ticketing system for logging and tracking all help desk calls.

●Performed both hardware and software installations for Dell and Apple products while doing major PC rollout.

●Performed both PC and Apple Mac imaging. Windows 7 upgrade to Windows 8.

●Performed Apple devices IPhone, iPad and MacBook software install and reset and restore.

●Installed and configured various Dell printers with TCP/IP addressing.

●Upgraded various Dell laptops and desktops to the latest patches and Antivirus software.

Inter Public Groups

NY, NY

08/2022-05/2024

Senior Service desk Analysts

Performed network administration functions, set up network user accounts/ permissions, reset passwords, and administered group policies via Active Directory.

Supported User over the phone remotely and Via Email.

Performed Help Desk Level I and Level III support for end-users and clients.

Used Service Now and Remedy as ticketing system for logging and tracking all help desk calls.

Performed both hardware and software installations for Dell and Apple products while doing major PC rollout and refresh.

Performed both PC and Apple Mac imaging. Windows 11 and Apple IOS.

Performed Apple devices IPhone, iPad and MacBook software installation, reset, and restore.

Installed and configured various printers with TCP/IP addressing.

Reset Password using Active Directory and Service Manager, and other applications Passwords reset for 3rd party applications.

Using Outlook, enabled items, calendar appointments, out-of-office message, email groups with rights, created PST folders, email accounts.

Creating New User Profiles, closing termination profiles, and giving access to Accounts and softwares.

Helping new Users how to login for first time and help them setup with userid and passwords and answer questions.

Diagnose, troubleshoot, and repair computer related issues. Escalate to senior team members when appropriate.

Support for all corporate productivity software (Microsoft Office - Access, Word, Excel, PowerPoint, Exchange, Outlook, Exchange; Photoshop;

Acrobat),

Supported centrally managed systems, and in-house applications. Includes installation, troubleshooting, imaging. (Intune, JAMF, SCCM, SQL, OpenVPN,

AlwaysOn)

Provide guidance for employees with installations and configurations of new desktop computer systems (Mac and PC), printers, scanners, smart phones, tablets, laptops, and other computing related devices.

Assist users and manage VPN access for remote system access.

FreshFields Bruckhaus LLP

NY, NY

03/2020-06/2022

Senior Service desk Analysts

●Performed network administration functions, set up network user accounts/ permissions, reset passwords, and administered group policies via Active Directory.

●Creating New User Profiles, closing termination profiles, and giving access to Accounts and softwares

●Performed both PC and Apple Mac imaging. Windows 11 and Apple IOS.

●Assisted users Installed, configured, maintained, and supported software installations.

●Delivered printing solutions and peripherals, e.g., scanners/ copiers, digital senders, and fax machines.

●Telephone Support for local and remote users Network Connectivity issues.

●Performed Help Desk / PC Level I and Level III support for end-users and clients.

●Used ServiceNow as ticketing system for logging and tracking all help desk calls.

●Performed both hardware and software installations for Dell and Apple products while doing major PC rollout and refresh.

●

●Performed Apple devices IPhone, iPad and MacBook software installation, reset, and restore.

●Installed and configured various printers with TCP/IP addressing.

●Reset Password using Active Directory and Service Manager, and other applications Passwords reset for 3rd party applications.

●Using Outlook, enabled items, calendar appointments, out-of-office message, email groups with rights, created PST folders, email accounts.

●

●Helping new Users how to login for first time and help them setup with userid and passwords and answer questions.

● Diagnose, troubleshoot, and repair computer related issues. Escalate to senior team members when appropriate.

● Support for all corporate productivity software (Microsoft Office - Access, Word, Excel, PowerPoint, Exchange, Outlook, Exchange; Photoshop;

Acrobat),

● Supported centrally managed systems, and in-house applications. Includes installation, troubleshooting, imaging. (Intune, JAMF, SCCM, SQL, OpenVPN,

AlwaysOn)

●Performed both hardware and software installations for Dell and Apple products while doing major PC rollout.

●Installed and configured various Dell printers with TCP/IP addressing.

●Upgraded various Dell laptops and desktops to the latest patches and Antivirus software.

NBC UNIVERSAL

NY, NY

10/2015 – 01/2020

Technical Support Analysts

●Supported troubleshooting, corrections and/or installation of issues involving software, hardware and network issues (including VPN)

●Supported troubleshooting of numerous software programs including repairing program if necessary

●Create username, reset password and give user writes with Active Directory.

●Apple Mac installation, configuration, and troubleshooting and restore and image.

●Apple iPad, iPhones support and troubleshoot.

●Using Outlook, enabled items, calendar appointments, out-of-office message, email groups with rights, created PST folders, email accounts, and updated security patches.

●Supported several Xerox printers, copiers, fax machines and other various multifunctional products.

●Telephone Support for local and remote users Network Connectivity issues.

●Performed Help Desk / PC Level I and Level II support for end-users and clients.

●Used Remedy and service now as ticketing system for logging and tracking all Helpdesk calls.

●Performed both hardware and software installations for Dell products while doing major PC rollout.

●Installed and configured various Dell printers with TCP/IP addressing.

●Upgraded various Dell laptops and desktops to the latest patches and Antivirus software.

●Received and recorded 30 calls per day into Remedy Help Desk Call Tracking System.

●Recorded new PC installs and/or upgrades into MS Excel Asset Inventory Database

●Administered processing for both Windows 2003 workstations and Windows 2003 servers.

●Responded to users on “How to Questions” involving several MS Window applications

EDUCATION

BOROUGH OF MANHATTAN COMMUNITY COLLEGE

Computer Information Technology Currently Enrolled.

MLS IT JOB TRAINING VIRGINIA Graduated

Helpdesk/Desktop Analysts

REFERENCES: Available upon request.

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