Technical Support Customer Service
Resume:
Galloway, New Jersey *****
AKSHAY DESAI
**************@*****.***
OBJECTIVE: To work in a dynamic professional environment with a growing organization and utilize my creativity and innovative thinking for benefit of the organization and myself. To utilize my technical and management skills for achieving the target and developing the best performance. A highly skilled field Technician with over 3 years of experience in providing technical support to end-users. Seeking for a Network Administrator role in a dynamic organization that utilizes my technical and customer service skills to ensure a seamless user experience. EDUCATION:
● Rutgers University, New Brunswick, NJ September 2016 - May 2019 B.S. Computer Science
● Atlantic Cape Community College, Mays Landing, NJ September 2013 - December 2015 RELEVENT COURSES:
• Data Structures • Discrete Structure • Principles of Programming
• Computer Architecture • Software Methodology • Introduction to Java
• Linear Optimization • JAVA programming • Data Management-SQL TECHNICAL SKILLS:
• Hardware: Cisco Meraki Routers, Switches and AP’s, Assembly, Maintenance, Printer, Drivers, Troubleshooting
• Software: Installation, Debugging, Microsoft Office, Teams, Outlook
• Programming Languages: JAVA, JAVA SCRIPT, CSS, SQL, HTML, C, Python
• Tools: Eclipse, VSCode, React, Angular, Adobe Reader, Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)
• Language: English, Hindi, Gujarati
WORK EXPERIENCE:
Iron Service Global, Desktop Support Engineer August 16, 2023 – Present
Network Design and Implementation:
• Designed and implemented a scalable and secure network infrastructure, resulting in a 20% improvement in overall network performance.
• Collaborated with the IT team to develop and implement network policies and procedures.
Network Optimization:
• Network installation/support of Cisco CVO & Meraki environments.
• Primary ISP contact for infrastructure and telephony support/installation.
• Conducted regular network audits to identify and rectify bottlenecks, reducing downtime by 15%.
• Implemented Quality of Service (QoS) strategies to prioritize critical network traffic.
Troubleshooting and Support:
• Primary/Lead IT support tech for 16 medical practices with over 25 locations.
• Server/Desktop/laptop support including Windows 7/10/11.
• Support/integration of multiple EHR systems.
• provided tier-3 and tier-2 support for network-related issues, resolving 90% of incidents within established SLA.
• Conducted root cause analysis for critical incidents and implemented preventive measures.
Maintained the IT infrastructure including all servers, firewalls, switches, and other equipment with vendor support and configure hardware, network, peripherals, services, settings, directories, storage, etc.
Handled support tickets using Tenet Health Portal ticketing system with software and hardware vendors, evaluated, determined root cause, collaborated with internal and external technical support to ensure 100% problem resolution.
Provided technical support to end-users in a corporate environment, including troubleshooting hardware and software issues, configuring and installing software applications, and performing system upgrades.
Installed and maintained hardware and software components on computer stations for users.
As an Onsite Support Technician, experience in service delivery and End user hardware and software Configuration troubleshooting providing quality services to the end users which includes the following key roles and responsibilities, but not limited to:
Provide customer facing end-user support that includes:
Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes, etc.
Perform onsite updates, Configuration changes, or Software installations.
Provide onsite technical assistance to End Users.
Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
Provide On-call support if required outside business hours on a rotational basis
Provide Hand and Feet support for network data and voice devices
FSO Telecom task:
Installation of IP, wireless, Analog and Digital phones (Avaya, Nortel, Cisco, Siemens, Mitel etc.)
Configuration of phones using SOP and Phones movement.
Update the inventory of phones, peripherals and system cards (like TDM, digital and CPU cards etc.) to network voice team.
Testing the cables using the tester for IP phone and TDM phones from patch panel to user’s desk
Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool
Update the circuit inventory and vendor details for service provider to network voice team.
Coordination with local vendor for ISP, OEM, channel Supplier and different team
Experience with various desktop systems, operating systems, and diverse technical environments.
Excellent customer service orientation and verbal communication skills.
Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
Ability to install software for and troubleshoot a wide range of applications.
Analytical thinking and problem-solving ability.
Flexible for travelling to remote sites or cluster
Provide assistance for network relates issues
ADT Security July 9, 2022 – August 15, 2023
Install, maintain or repair security systems, alarm devices or related equipment, following blueprints of electrical layouts and building plans.
Design an Active Directory and Network Infrastructure.
Inspect installation sites and study work orders and installation manuals to determine materials requirements and installation procedures.
Test and repair circuits and sensors, following wiring and system specifications.
Prepare documents, such as invoices or warranties.
Provide customers with cost estimates for equipment installation.
Resolve any bugs on sensors, camera system and attach any electrical components.
Test backup batteries, programming, sirens, and all security features in order to ensure proper functioning, and to diagnose malfunctions.
Godrej/Strength of Nature, IT Administrator April 8, 2020 – July 8, 2022
Maintained the IT infrastructure including all servers, firewalls, switches, and other equipment with vendor support and configure hardware, network, peripherals, services, settings, directories, storage, etc.
Performed hardware upgrades and optimize, configure CPU, memory, and disk partitions as required.
Handled support tickets using Zoho ticketing system with software and hardware vendors, evaluated, determined root cause, collaborated with internal and external technical support to ensure 100% problem resolution.
Provided technical support to end-users in a corporate environment, including troubleshooting hardware and software issues, configuring and installing software applications, and performing system upgrades.
Installed and maintained hardware and software components on computer stations for users.
Diagnosed successfully and resolved hardware and software issues on user workstation.
Worked within budget specifications while able to continuously improve the existing systems.
Troubleshoot and deionize the windows OS in timely matter.
Upgraded several machines from windows 7 to windows 10 and keep it up to date.
Installed BMC, ZScaler, AnyDesk, Sophos, SAP, Office 365, Adobe Reader.
Provide connection to SAP, Drives, Printers
Configured and administered windows servers.
Maintained about 15 servers both physical and VM environment.
Maintained and updated user accounts in Active Directory, including password resets and access permissions.
Designed an Active Directory and Network Infrastructure.
Managed and monitored Dynamic Host Configuration Protocol DCHP and Domain Name System DNS.
Equipment that I work with include Palo Alto Firewalls, HP Aruba Switches and Aps, Honeywell handscanners with Windows CE 6 and Android, Zebra ZT400 label printers using ribbons and bartender label software, Printing from SAP, Active Directory Services, Office 365, Office 2013,2016, Remote tech support with Microsoft Team/AnyDesk and Remedy BMC Software, Zoho ticketing system, Windows end points, Windows servers, a couple Linux servers, VMware ESXI 5, Windows print server management, DNS management, Veeam backup with Synology NAS 3CX Phones, Physical device repair (handscanners, laptops, desktops, label printers, monitors, etc.), DC RFID mag lock systems, IP and Coax Camera systems and NVRs, HTML, PowerShell and Windows Command line and more.
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