It Support Information Technology

RASHAAN KALOTA

*************@*****.*** 331-***-****

Professional Summary:

●5 Years of hands-on Experience in Information Technology

●Managing and Resolving Users’ hardware and software issues

●Utilization of Imaging tools MDT and OSD

●Performing desktop hardware and services

●Using ServiceNow for digital workflow

●Participating in project work Comply with HIPAA, diversity principles, corporate integrity, compliance program policies and other applicable corporate and departmental policies.

●Partnering with local and remote users to complete migration from Windows 10 to Windows 11

●Worked on Microsoft O365

Professional Experience:

TATA Consultancy Services

06/2024 – 03/2025

Desktop Engineer

Proven experience as an IT Support Specialist or similar role.

Strong knowledge of Windows 10 and O365 environments.

Experience using Active Directory, Office 365 products.

Familiarity with ITIL practices and ticketing systems.

Administering various Microsoft products, such as Office 365, SharePoint, OneDrive, and Skype for Business/Teams

Managing user accounts, Group policy, and licensing for O365 and Active Directory, including messaging environments like Hybrid Exchange and Exchange Online

Utilizing ITIL practices via ticketing systems to enhance and support information technology services.

Documenting procedures, standards, best practices configurations, settings, installation sequences, and back-out instructions

Assisting with IT infrastructure upgrade projects by configuring and troubleshooting software, hardware, and network devices

Managing end-user cell phone devices using Intune/XenMobile administration tools

Conducting planned maintenance, moves, adds, and changes efficiently and within established timelines.

Identifying opportunities for process improvement and collaborating with peers and leads to enhanced service delivery.

Only IT Support Resource at the Chicago Downtown Location and also provided IT Support to executive leadership.

Sedgwick

07/2023 – 05/2024

IT Support Associate

●Identifies, researches, resolves, and responds to a high volume of simple to moderately complex issues or questions received from internal and external customers.

●Provides status and follow-up information to internal or external customers.

●Escalates calls to the appropriate departments.

●Documents customer issues in call tracking system timely and accurately.

●Assists real-time in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction.

●Keeps current policies and relevant product and industry trends in order to provide technically accurate solutions to customers.

●Provides support after hours via on-call cell phone.

C&R Research

04/2023 – 07/2023

IT Specialist

●Provide technical assistance and troubleshooting on desktop applications, including Microsoft Windows, Microsoft Office365 Suite, MS Active Directory, and custom applications.

●Document reported problems and problem resolutions.

●Provide support to local and remote end users on software and hardware issues including mobile phones.

●Provide support to local and remote end users on cloud-based phone and video-conferencing system.

●Aide in commissioning and on-boarding of new users and hardware.

●Assist in maintaining and upgrading existing users and hardware.

●Perform quality assurance of computer system setups and maintain quality control checklist.

●Assist in the maintenance of a virtualized, distributed Windows Server infrastructure.

●Participate in IT projects looking for long-term infrastructure enhancements, recommend new technologies such as patch management, inventory management, backups, automating manual tasks.

●Monitor and manage ticketing system.

●Assist in tracking software licensing and maintaining software and hardware inventory.

●Maintain and improve existing IT documentation.

Nidec Mobility America

07/2022 – 3/2023

IT Specialist

●Provide first line of response for users with IT support request

●Document and track issues to resolution using help desk system software

●Maintain and update PC images as needed

●Respond to requests by phone, email, or in person as required

●Maintain inventory of PC systems

●Maintain inventory of peripherals and miscellaneous IT equipment

●Knowledge/Skills/Abilities

●Utilizing Microsoft configuration manager (SCCM) to deploy applications and software updates to workstations

●Extensively utilized Service Now ticketing system to record and track issues and escalated issues as needed and maintained communication with customer and technical teams.

●Knowledge of desktop technologies and operating system upgrades. XP, Windows 7 & 10, Symantec Anti-virus, Microsoft Office (to include 365), Lotus Notes, Imaging technologies, PowerShell scripting. Understand VMware at a basic level and vlan networking

●Works under immediate supervision and will rely on limited experience and judgment to plan and accomplish goals.

●The individual must have a strong attention to detail and be a strong problem solver.

●The individual must be a team collaborator and have a high focus on customers.

●Driving for excellence, being highly efficient and effective as well as being adaptable and strong communication skills are desirable.

●Worked on Microsoft O365

RL Canning (Honeywell)

09/2021 – 02/2022

Desktop Support Analyst

● Resolved end users’ hardware and software issues

● Performed desktop hardware services and repairs

● Desktop support using SCCM Manager, Webex, Citrix, MS Teams and MS Quick Assist.

● Troubleshot Windows 7 & Windows 10 operating systems

● Utilized Imaging tools such as MDT and OSD

● Escalated tickets to the appropriate level when exhausted all available resources

● Provided Network Support

● Used Service Now for digital workflow

● Adhered to SLAs, processes, and tools

Randstad (Blue Cross Blue Shield)

03/2021 – 09/2021

Help Desk Analyst

●Respond to all incoming contacts (phone/email/online).

●Documented incident/request specifics in the Incident Management System.

●Triaged/troubleshot/diagnosed/resolved incidents through experience, available documentation, and tools.

●Imaged HP Elite Book 820 G3 and Elite Desk 800 G3 using SCCM.

●Expected resolution rates are better than outlined in section 6.4 Service Level Objectives.

●Documented all relevant data on issues unable to resolve (including incident specifics and any actions taken to attempt to resolve) and escalated to the appropriate Service Desk or ITG support team.

●Provide second level support on ServiceNow tickets regarding IT issues for PC and MAC users. (37 Tickets Weekly)

●Triage outage assessed as being critical/high priority and follow procedures to escalate the incident to the Tactical Response Unit team.

●Communicated any current outage/critical incident status to callers and, if new information/symptoms were reported, communicated to the tactical response unit to update the team on the technical bridge.

●Participated in continuous process improvement activities, making recommendations whenever possible.

●Entered service tickets into the incident tracking system to facilitate faster problem identification and resolution.

●Maintained complete confidentiality of company related business.

●Maintained effective communication with management regarding development within areas of assigned responsibilities and performed special projects as required or requested.

Ameri Cloud Solutions 12/2020 - 01/2021 Windows Migration Tech

●Supported users in all fashions: walk-up, desk visit, telephone / help desk styles of support

●Followed customer personal computer system hardware and software specifications based on instructions supplied.

●Troubleshot malfunctioning units on setup using efficient problem-solving techniques and departmental procedures.

●Worked with the IT Manager to solve difficult problems or configurations.

●Configured Devices to Windows 7 to Windows 10 for Chicago Public Schools

●Ran the Asset Utility to gather record of information for each school.

Aerotek (Zones)

07/2020 – 09/2020

ITAD Technician

●Followed customer computer system hardware and software specifications based on the refurbishment and configuration services being performed and instructions supplied.

●Complied with departmental training certification requirements based on configuration level.

●Troubleshot malfunctioning units using efficient problem-solving techniques and departmental procedures.

●Researched hardware and software literature to keep abreast of new product / service developments and announcements.

●Worked with lead Technicians on difficult to solve problems or configurations.

●Imaged and configured mobile devices.

●Asset/inventory tracking

Islamic Foundation School

05/2019 – 12/2019

IT Intern

●Completed Asset Tagging on Chromebooks

●Make sure to check if the speakers are working fine so that I can install new ones.

●Completed Inventory of each classroom Desktop Computer or Laptop Computer and saving it in an Excel Spreadsheet

●Updated all Desktops and Laptops in the school building to Windows 10.

EDUCATION:

Lewis University Romeoville, IL

Bachelor of Science, in Computer Information Technology

Completed: May 2022

College of DuPage Glen Ellyn, IL

Associate’s in applied science, Computer Information Technology

Completed: May 2020

CERTIFICATIONS

●NCL 2018 Fall Regular Season for Cyber Skyline course and certification completed at College of DuPage

LINKEDIN PROFILE:

https://www.linkedin.com/in/rashaan-kalota-876911140/

REFERENCES: Excellent professional references are available upon request

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