Desktop Support Engineer

Arvin Moradia

**** *** ***** ****, **********, IL 60565. Email:*********@*****.***

Summary

Support engineer personnel with decades of experience in PC and laptop setup, installation, configuration and troubleshooting by providing helpdesk and desktop support.

Education

Bachelors of Science in Electronics and Instrumentation Engineering from M. S. University.

Certifications

Cisco Certified Network Associate (CCNA), ID #CSCO10300766, Microsoft Certified System Engineer (MCSE), ID # 1327373; A+ Certified in DOS and WINDOWS, ID # C2BDTT5815

Additional Skills

Proficient in CAM 350, Microsoft Office Products, Adobe Photoshop, Adobe Acrobat, Baseline, Global Plus, Kronos, Rumba, Reuters Plus, Market Manager, Info disk, Bloomberg, FTP Software, File Maker, and Operating systems such as Windows OS and UNIX OS. Working knowledge of AUTOCAD and Solid works.

Professional Experience:

HCL of America (For UPM Kymmene), Naperville, IL Aug 2021 to present

Senior Support Specialist

Respond to incidents in the Level 2 ticket queue and resolve client issues via phone, remote access, or in-person

Provide advanced technical support for software, hardware, and mobile device problems

Deploy OS image builds to PCs and perform post-image system configuration

Troubleshoot and resolve issues with Microsoft Office, Windows, macOS, Android, iOS, Citrix, and VPN

Administer Active Directory user account changes

Document all client interactions and solutions in the ticket management system

Support application features, functionality, and usage questions

Collaborate with clients and team members to diagnose, resolve, and escalate issues when necessary

Stay current with company policies, procedures, and technologies

Contribute to process improvements and maintain detailed technical documentation

Build strong working relationships with clients and internal teams

4+ years of hands-on desktop support experience with a strong customer service focus

Experience with image deployment methods such as SCCM, Intune, PXE Boot, or Autopilot

Proficiency in Microsoft Office applications and Office 365 administration

Knowledge of Microsoft Windows, macOS, Android, and iOS operating systems

Familiarity with Citrix, VPN, and Active Directory administration

Strong technical aptitude and PC/mobile device literacy

Excellent written and verbal communication skills with a high attention to detail

Ability to work both independently and collaboratively in a team environment

Self-motivated with a strong desire to learn and improve processes

Unisys - Chicago, IL Apr 2019 to Aug 2021

Support Engineer

Provide field support on all kinds of Dell systems- PCs, Laptops and Tablets

Repair and replace LCD screens, memory, motherboard, hard drives, power supply and all parts inside the PCs, laptops and tablets

Take the ownership of the call and finish it to the customer’s satisfaction

Provide technical support on all hardware and software

American Rubber Manufacturing – Bensenville, IL Feb 2018 to Dec 2018

Desktop Support Engineer

Install, configure and troubleshoot PC, all hardware and software

Set up all account users on Windows 10 platform and set up their rights

Resolve all software and hardware problems to users and keep track and records of all calls

Run production, testing, quality control, shipping, account payable and account receivable.

United Electronics - Franklin Park, IL May 2004 to Feb 2018

CAD and Support Engineer

Run CAD program to produce bare printed circuit boards

Plan, configure and setup company Windows network

Experience with Windows active directory

Install, configure and troubleshoot PC and laptop for users for the entire company

Resolve all hardware and software problems on Windows workstation and Servers

Do daily and weekly back-up for entire company and keep track of it

Run anti-virus security software on whole network

Keep log of entire company hardware and software license inventory

Experienced in AutoCAD, Solid works, NC-Cam 5 drill and rout program engineering system, as well as controlled impedance, RF and Flex Circuit, and Laser via Micro Technology.

Prepared and inspected an artwork image for new PC board to meet customer’s requirements.

ABN AMRO BANK – Chicago, IL Sep 2003- May 2004

Desktop Support Specialist

Create ghost image of Windows 2000 desktop and laptops using Norton Ghost 8.0

Successfully completed the project of department migration from Windows NT to 2000 and relocation of the departments

Install and configure Windows 2000 professional/Windows XP on laptops and desktops with local and network printers, scanners and Palm and Blackberry pilots

Configure users’ systems with data, Lotus Notes and all applications

Provide technical support to users on Windows NT/2000/XP and Novell operating systems

Provide users phone or at the desk supports on all hardware and software issues including various applications in Trust, Wealth Management, Treasury and Commercial departments

Use of OS concepts and implementation - file systems, user management, authentication, authorization, server manager, Netware administrator, SMS, Citrix applications and utility, active directory on daily basis

Good knowledge and experience of MS Word, MS Excel, Adobe Acrobat, Photo Shop, Word Perfect, WinZip, PC Anywhere, MS PowerPoint, MS Access, Baseline, Global Plus, Kronos, Rumba, Reuters Plus, Market

Manager, Info disk, Bloomberg, File maker, Networking utilities such as FTP software

2020 Company, LLC – Chicago, IL Apr 2001 - Sep 2003

Desktop Support Specialist

Manage windows 2000 servers, file systems, user management, authentication, authorization, server manager, Netware administrator, SMS, Citrix applications and utility, active directory on daily basis Installation and configuration of Desktop and Laptops with local and network printers, scanners, Palm and Blackberry pilots and/or SCSI devices at the site

Provide 2nd Level support to Help Desk and support to other Information Technologies personnel groups and non-technical assistance where necessary

Plan, oversee & coordinate all technical information services provided to company's clients.

Design, Implement and maintain LAN/WAN & Security services using CISCO equipment. For WAN technologies using Dedicated lines (56K, T1, T3), Frame Relay, ATM, ISDN, Dial on Demand & wireless.

Remote network support to clients and phone support.

White Way Sign Company – Chicago, IL Jun 2000 – Apr 2001

Desktop Support Specialist

Plan and develop new software on UNIX and Windows platform to support the infield electronics scoreboards in MLB, NBA, NFL and college sports arena through entire USA region.

Plan, oversee & coordinate the migration from Windows 98 and Windows NT to WIN2K for 75 users including Servers, desktops and laptops.

Install, configure and set up various kind of software on desktop and laptop computers. Also have working knowledge of Print shop, Adobe Acrobat 4.0, Photoshop, and Director 8 software.

Setup computers, peripherals, software, dial-up services, and networks for company employees/locations. Experience with Microsoft Office 2000 package.

Provide full technical support on all PC hardware installation, configuration, set up and Upgrades for local and remote stations on MS-DOS, WINDOWS 95/98, Windows NT, Windows 2000 and Windows XP.

Install, maintain and troubleshoot all computer hardware and hardware-related issues.

Provide Level II analysis and repair for all computer equipment; test, repair or replace existing components as necessary; troubleshoot operating system and connectivity issues.

Provide 2nd Level support to Help Desk and support to other Information Technologies personnel groups and non-technical assistance where necessary

FTD- Downers Grove, IL Mar 1997 - Jun 2000

Help Desk and Desktop Support

Provide all hardware and software support to FTD's mercury network which has 17,000 users worldwide.

Provide full technical support on all PC hardware installation, configuration, set up and Upgrades for a local and remote stations on MS-DOS, WINDOWS 95, Windows NT, UNIX and SCO Operating Systems.

Help customers to install or upgrade FTD's accounting software includes Order Entry, Payroll, Account Payable, Account Receivable and General Ledger and provide full technical support after installation.

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