IT Support Specialist with 3+ Years Experience

Parth

IT Support Specialist US CITIZEN

*****.*******@*****.*** +1-201-***-****

PROFESSIONAL SUMMARY

IT Support Specialist with 3+ years of experience providing technical support, troubleshooting, and system administration in enterprise environments.

Proficient in remote access tools such as TeamViewer, AnyDesk, RDS, RDP, Citrix, VNC, and VDI to provide remote troubleshooting and user support.

Strong knowledge of IT service management (ITSM) platforms, including ServiceNow, BMC Remedy, Zendesk, Freshdesk, and JIRA, ensuring efficient incident and request resolution.

Hands-on experience managing hardware components, including RAID configurations, RAM, CPUs, expansion cards, printers, scanners, and peripherals for optimal system functionality.

Skilled in Microsoft 365 (Outlook, OneDrive, Teams, SharePoint, Power Automate) and Google Workspace (Gmail, Google Drive, Google Docs, Google Sheets, Google Slides, Google Meet, Google Admin Console) to support enterprise collaboration and communication.

Expertise in Windows, macOS, and Linux operating systems, ensuring seamless system performance and security compliance.

In-depth understanding of networking protocols and security, ensuring secure and stable network operations, including BGP, TCP/IP, DNS, DHCP, VPN, VLANs, LAN/WAN, Wi-Fi, OSPF, STP, and firewalls.

Expert in Hyper-V, VMware ESX, and SCCM for virtualization, deployment, patch management, and system security.

Experienced in Active Directory (AD), Group Policy (GPO), user access management, and multi-factor authentication (MFA) to maintain system security and user permissions.

Experienced in SolarWinds monitoring, JAMF for macOS device management, and mobile device deployments to maintain system performance and security.

Applied JavaScript-based automation to enhance IT efficiency and expertise in SQL Server for database administration and issue resolution.

Proficient in implementing data backup and recovery strategies, providing business continuity and data security with minimal disruptions.

Utilized proactive problem-solving strategies to identify root causes and implement effective solutions for technical issues.

Effective communication and teamwork abilities and collaborated with cross-functional teams to enhance IT operations and end-user experience.

TECHNICAL SKILLS

Operating Systems: Windows, macOS, Linux

Remote Support: TeamViewer, AnyDesk, RDS, RDP, Citrix, VNC, VDI

ITSM & Ticketing: ServiceNow, BMC Remedy, Zendesk, Freshdesk, JIRA

Networking & Security: BGP, TCP/IP, DNS, DHCP, VPN, VLANs, LAN/WAN, Wi-Fi, OSPF, STP, Firewalls, SOHO Security, Encryption, Intrusion Detection

Hardware & Storage: RAID, RAM, CPUs, Expansion Cards, Printers, Scanners, Peripherals

Microsoft & Cloud: Microsoft 365, Exchange, Google Workspace, Office Suite (Word, Excel, PowerPoint, Outlook)

Virtualization & Cloud: Hyper-V, VMware ESX

Software Deployment: SCCM, OS Imaging, OS Deployment, Patch Management

Active Directory & Security: Group Policy, User Access, MFA, Endpoint Security, Antivirus, Windows Defender

Database & Servers: SQL Server, Backup, SolarWinds Monitoring

MDM: JAMF, Mobile Device Deployments

Scripting & Automation: JavaScript, System Automation

Disaster Recovery: Data Backup, Recovery, Business Continuity

EXPERIENCE

FCBank, Worthington, OH

IT Support Specialist Aug 2024 - Present

Responsibilities:

Installed, configured, and optimized Microsoft operating systems across 150+ endpoints, reducing system downtime by 30% through proactive maintenance and troubleshooting.

Administered and managed remote support tools (TeamViewer, AnyDesk), resolving 95% of technical issues remotely within an average resolution time of 20 minutes.

Handled IT service management (ITSM) tasks, including incident management, problem resolution, and change management, following ITIL v4 best practices.

Utilized ServiceNow, BMC Remedy, and Zendesk for ticketing, tracking issues, and ensuring timely resolution of IT-related problems.

Managed and maintained network hardware (switches, routers, and FTP servers), achieving 99.9% network uptime and enhancing connectivity for 200+ users.

Optimized network infrastructure, configuring and troubleshooting BGP, TCP/IP, DNS, DHCP, VPN, VLANs, LAN/WAN, Wi-Fi, firewall settings, OSPF, and STP, reducing network latency by 40%.

Enhanced network security by implementing encryption protocols, firewall configurations, and SOHO network protection measures.

Deployed and managed SCCM for software deployment, system updates, and patch management across enterprise environments.

Administered Active Directory (AD), managing 500+ user accounts, enforcing strict Group Policy controls, and enhancing security posture.

Provided Microsoft 365 (Office 365) support to 250+ employees, maintaining a 99% uptime for business productivity tools.

Managed and optimized Hyper-V virtualized environments and implemented Multi-Factor Authentication (MFA) for enhanced security and data protection.

Executed RAID array maintenance and storage management, enhancing system reliability, data protection, and disaster recovery readiness.

Managed mobile device deployments, including MDM solutions like Jamf, providing secure and efficient operations.

Installed, configured, and upgraded hardware components, including RAM, CPUs, and expansion cards, to enhance system performance.

Developed and executed JavaScript scripts for system automation, reducing manual IT tasks by 50% and improving workflow efficiency.

Maintained and updated IT documentation, including network configuration details, security policies, and troubleshooting guides.

Kin Insurance, Chicago, IL

Technical Support Specialist Nov 2022 – July 2024

Managed VMware ESX environments, performing maintenance and resolving virtual machine issues to enhance reliability and uptime.

Provided comprehensive support for desktops, laptops, printers, and mobile devices across Windows, macOS, and Linux platforms, ensuring swift issue resolution.

Diagnosed and resolved TCP/IP networking issues, maintaining seamless connectivity and optimizing network performance.

Coordinated hardware and software procurement with vendors, aligning acquisitions with organizational goals while reducing costs.

Configured and maintained Microsoft Exchange systems, troubleshooting mail flow and implementing security measures for uninterrupted communication.

Enhanced SQL Server performance by addressing bottlenecks, executing system upgrades, and ensuring consistent backups to maintain data availability.

Improved support processes using ServiceNow, managing and resolving service requests efficiently to optimize operations.

Delivered remote support via RDS, RDP, and VNC, resolving technical issues quickly with minimal disruption.

Set up and maintained VDI systems, enabling secure and efficient remote access for end users.

Monitored server health with SolarWinds, resolving alerts to sustain high system performance and stability.

Strengthened network security by managing LAN/WAN infrastructures, configuring firewalls, and implementing intrusion detection systems.

Secured mobile devices with MDM solutions, enforcing security policies and supporting diverse user needs.

Administered Active Directory, creating accounts, managing group policies, and configuring permissions to ensure compliance and secure access.

EDUCATION

Bachelors in Information Technology at Kean University, Union, New Jersey

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