Customer Service It Support

Anil Batra

Queens, New York

[Tel: 646-***-****] [Email: *****.****.*@*****.***]

Summary

Dedicated IT Support Professional with over 15 years of experience providing comprehensive technical support for macOS and Windows environments in corporate settings. Proficient in JAMF and MaaS360 for device management, Google Workspace administration, and troubleshooting hardware/software issues. Adept at collaborating with vendors, maintaining accurate inventories, and delivering high-quality end-user training to enhance productivity. Strong analytical and communication skills, with a proven ability to resolve complex issues independently and ensure exceptional customer service. Located in NYC and available for hybrid work (Tuesday, Wednesday, Thursday).

Core Competencies

●macOS & Windows Support (Ventura, Windows 10/11)

●JAMF Console Administration & Software Deployment

●Google Workspace (G Suite) Management

●Hardware/Software Troubleshooting & Inventory Management

●End-User Training & Technical Documentation

●Vendor Coordination & Customer Service

Education & Certifications

New York City College of Technology, CUNY, Brooklyn, NY

Bachelor of Technology in Computer Systems Technology (Magna Cum Laude), January 2010

Certifications:

●ITIL v4 Service Management

●Microsoft Certified: Azure Fundamentals

Professional Experience

Tata Consultancy Services, New York, NY

End User Experience Lead (PayPal)

March 2024 – Present

●Deploy and configure macOS (Ventura) and Windows 11 systems for end-users, ensuring compliance with company standards using JAMF and SCCM.

●Administer Google Workspace, including email setup and troubleshooting, to support seamless communication for global teams.

●Troubleshoot hardware, software, and WiFi connectivity issues (TCP/IP, DHCP, DNS), resolving tickets via ServiceNow with a focus on customer satisfaction.

●Provide hands-on training to end-users on approved hardware/software, enhancing productivity and reducing support requests.

●Collaborate with vendors to resolve A/V and network issues, maintaining operational efficiency for in-office and remote users.

●Maintain accurate device inventories, performing spot checks to support asset management lifecycle.

Cognizant, New York, NY

Infrastructure Team Lead (Walgreens, Aflac Insurance, Liberty Mutual Insurance)

June 2019 – February 2024

●Supported Windows 10/11 and macOS systems, diagnosing and resolving hardware/software issues for corporate end-users across multiple locations.

●Managed device deployments using MaaS360 and SCCM, ensuring timely updates and patch management for optimal performance.

●Coordinated with vendors to procure hardware/software, adhering to standard operating procedures and budget requirements.

●Created technical documentation for IT support processes, improving team efficiency and knowledge sharing.

●Provided white-glove support for executives, troubleshooting Google Workspace and peripheral devices to maintain productivity.

●Participated in after-hours support rotations, resolving critical incidents to minimize downtime.

HCL, New York, NY

Field Services Engineer (The Estee Lauder Companies)

February 2018 – June 2019

●Configured and supported macOS (Mojave, High Sierra, Sierra) and Windows 10 systems, using JAMF for software deployment and device management.

●Managed Mobile Iron MDM for iOS/Android devices, ensuring secure and efficient mobile operations.

●Resolved WiFi and network connectivity issues, configuring TCP/IP and DHCP settings for seamless access.

●Trained end-users on Adobe Creative Cloud and Microsoft 365, creating documentation to support best practices.

●Maintained hardware inventories and coordinated with vendors for repairs, lifting equipment (up to 50 lbs) as needed.

●Supported VOIP systems (Audio Codes 445HD), enhancing communication for in-office and remote teams.

The Topps Company, New York, NY

Desktop Support Administrator

July 2014 – February 2018

●Deployed and troubleshooted macOS (El Capitan, Sierra, High Sierra) and Windows 8.1/10 systems via Apple Remote Desktop and SCCM.

●Administered Microsoft 365 and Google Workspace, resolving email and application issues for end-users.

●Managed inventory of desktops, laptops, and peripherals, conducting regular audits to ensure accuracy.

●Provided technical support for WebEx and VOIP systems, collaborating with vendors to maintain service quality.

●Developed end-user guides for hardware/software upgrades, reducing support tickets through proactive education.

Technical Skills

●Operating Systems: macOS (Ventura, Mojave, Sierra), Windows 10/11, Windows 8.1

●Device Management: JAMF, MaaS360, SCCM, Mobile Iron MDM

●Productivity Tools: Google Workspace (G Suite), Microsoft 365, Adobe Creative Cloud

●Networking: TCP/IP, DHCP, DNS, WiFi Troubleshooting

●Security: Antivirus Software, Backup Procedures, Active Directory

●Ticketing Systems: ServiceNow, Remedy, Siebel

Additional Information

●Located in NYC, available for hybrid work (Tuesday, Wednesday, Thursday).

●Authorized to work in the United States.

●Comfortable lifting equipment weighing 50 pounds or more.

●Willing to participate in after-hours support and on-call rotations.

Contact this candidate