Support Specialist Help Desk

Sudhir Singh

Manassas, VA *****— 703-***-****—********@*******.***

Versatile and results-driven Application Support professional with 12+ years of experience delivering technical customer support for leading organizations, including Fannie Mae, Sierra Corporation, USCRI Committed to continuous learning and innovation, with a focus on enhancing system performance and ensuring seamless user experiences. Certifications

ITIL Foundations: IT Service Management.

AZ 900 Azure Fundamental.

AZ 104 Azure Administrator.

Technical Proficiencies

Operating Systems: Windows 10, Mac OS, Linux OS, Android, ISO Servers: Windows Server 2008, 2012, Linux (Red Hat 8/9, CentOS 8/9), Exchange Server 2010. Software: Office 365/2016, Active Directory, Azure AD, Adobe Creative Suite, Cloud Computing (DaaS), SCCM (Microsoft System Center Configuration manager), Multi-factor ( DUO Security), Five9, Air watch UEM (Workspace ONE Intelligent Hub), LAPS, MacOS, Microsoft Windows, Microsoft Windows Packaging, Patch Management, PowerShell, RSA, VMWare, Zscaler Cloud Proxy, Citrix NetScaler.

Ticketing system: ServiceNow, Jira, Remedy, Lotus

Networking: TCP/IP Protocols, wireless, LAN/WAN, VPN, Proxy, Firewall Professional Experience

Fanniemae, Reston, VA

End User Support Specialist. July 2014- September 2024

• Provided technical support to end-users across onsite, remote, chat and over the phone.

• Experience in troubleshooting and resolving hardware and software issues on various devices, including laptops and mobile devices.

• Provided high-level Office 365 support, OneDrive, and MS Teams for end-users.

• Engage Azure Portal to monitor the health of Windows /DaaS Virtual Machines, identifying causes of issues and implementing effective resolutions during troubleshooting.

• Identify key details and performance metrics with Horizon Administrator Portal to determine various issues on Virtual Machines.

• Utilize Workspace One UEM to verify device enrollment for Windows OS/MacOS/Mobile devices, confirm available application packages and maintain governance parameters.

• Resolved AD Account issues including account lockouts, password resets and disabled accounts, ensuring minimal disruption to user access. Conduct user AD Groups lookup and generated the logs for advance troubleshooting by engineers when required.

• Used ServiceNow to manage the ticketing system, and used remote troubleshooting applications like Configuration Manager Remote Control /remote shell from workspace One and Quick Assist for communication to reach out to users while assisting and troubleshooting tickets.

• Assist in the onboarding of new employees, ensuring proper access and training on systems and software tools. Provide guidance, training, and mentoring to junior associates, helping them improve their troubleshooting skills and overall performance.

• Maintained/updated and contributed to Fannie Mae internal knowledge base articles (KBs).

• Utilizing ServiceNow’s CMDB portal to manage Fannie Mae assets to organize inventory accurately for laptop return, deployed or replacement for new hires and for off-boarding employees.

• Ability to Install, configure, setup, Managing Updates and Patches on Linux or Windows servers, whether on- premises or in the cloud (Azure, AWS).

Sierra Corporation, Falls Church, VA June 2013 – July 2014 IT Field Admin Technician, Full Time

● Setup and migrate Windows XP/7 professionals. Installed and supported office 2010/2013 suite and managed various antivirus. Managed Active Directory and creating, editing, deploying GPOs.

● Managed Cisco small business/sonic firewalls Routers. Managed PBX Institutive Voice VoIP phone system.

● Setup, Configure and Troubleshoot Multifunction printer issues. Import/Export PST files and back up to the backup server as part of regular procedure.

● Administered and managed workstation to the domain. Setup, Installed, Configured new Dell PCs & laptops, tablets and smartphones. Assisted Users to configure outlook on their laptops, Desktops and Smartphones.

● Changed hard drive and scheduled backup using Symantec system recovery 2011 / Windows backup and restore.

● Created and removed an extension, call routing, adding follow me rules / voicemail using PBX server from Intuitive voice.

US Committee for Refugees and Immigrants, Crystal City, VA June 2012 – June 2013 IT Desktop Support, Full Time

● Worked closely with the Director of Management of IT on Office 365 applications projects.

● Installed as well as administered various external vendor software and proprietary software applications. As part of the role, set up customized hardware devices and alternate operating systems as demanded by organizational needs.

● Ensured that organizational security is up to date to the systems and drafted the rules and conditions for security rules for security measures for accessing devices and permissions. Defined and implemented Active Directory groups that customized as per user permissions that could be applicable for each User as well as for groups.

● Helped Management Information Systems department in migrating SharePoint 2007 and 2010 server to SharePoint 2010 online.

● Managed and led technical support for creating sites, and provided training for data restoration.

● Performed duties to backup of the systems, data and software so that information can be secured and retrieved if in case lost.

Education

ITT-Technical Institute, Springfield, VA May 2013

(A.A.S.D) Associate of Applied Science Degree in Information Technology - Computer Networking System

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