Service Desk Support Engineer
Resume:
Shriya dwivedi
Service desk support Engineer
***********@*****.***
SUMMARY:
5+ years of IT professional with strong customer service skills looking to obtain a position in the network administration field that will allow me to build on my technical training and education in Cisco technologies while giving me the opportunity to challenge and improve my problem solving and critical thinking abilities.
Demonstrated the ability to integrate computer skills.
Skilled at troubleshooting (break / fix), hardware, and software or network problems.
Deployment of equipment while minimizing customer stress levels.
Interface with the various vendors for support or replacement parts for all inventoried equipment.
Proven skills in support of Windows and Mac environments. TECHNICAL SKILLS:
Operating systems Cisco IOS, PIX IOS, CAT - OS, UNIX, Linux, Win 10, 8.1, 7, XP, Win Server 2003-16, Mac OS X, Apple iOS, Android, Windows Mobile Network hardware Cisco 800 Series routers, Cisco Catalyst 2960 Series switches, Cisco Aironet WAPs
Routing protocols RIP, IGRP, EIGRP, OSPF, IS-IS, BGP, HSRP, VRRP, GLBP, and experienced with static routes.
Application protocols Telnet, SSH, FTP, TFTP, SMTP, SNMP, HTTP, HTTPS, DNS, NTP, NFS, RDP
PROFESSIONAL EXPERIENCE:
Client:
Service desk support Engineer
Responsibilities:
Open, update, and close support tickets in the Confidential ticketing system, and provide first and second level support and resolution of submitted incidents and requests.
Provide end user desk - side and phone support in troubleshooting software and hardware problems, network connectivity issues, and triaging and escalating any proprietary BDP application issues in a mixed laptop, desktop, and Citrix environment.
Serve as a resource to handle overflow administrative projects for the internal infrastructure team such as: creating and maintaining print servers, deploying and imaging client hardware, creating and terminating user accounts for disparate corporate systems, utilizing ACLs to limit access to departmental data, and communicating suggestions and concerns about new IT initiatives and projects and what their impacts on our user base would be.
Cross-trained to troubleshoot and perform routine maintenance procedures on Windows servers, and also to configure, administer, and troubleshoot Cisco router and switches to compensate for staffing needs.
Develop, organize, and maintain standard operational IT procedures.
Participated in the task force to smoothly transition our corporate e-mail systems from Microsoft Exchange to Google Domains.
Client:
Service Desk Support Specialist
Responsibilities:
Create manage users, computers, and groups in AD and Prism console
Support encryption using SEEM (Symantec)
Map network printers, shared drives,
Manage Tickets using Webdesk
Provide Mitel phone administration and support
Manage Exchange Online
Troubleshoot and resolve network outages using tools to determine if cable service provider or century link issue
Configure ILO on Hp ProLiant Servers
Support and administer vpn cisco any connect and rsa tokens
Administer users in Accurint
Administer file and production servers 2012r2 and access permissions
Facilitate with outside vendors for services and products
Offer remote assistance through vnc
Configure and install hardware, software, applications
Create and maintain asset and support documentation and procedures
Escalate other IT related issues to proper teams Client: AT & T - Dallas, TX
Service Desk Engineer
Responsibilities:
Log Incidents and requests into the Service Desk Application. Provide telephone, remote and email support
Provide first call resolution to computer hardware and software problems through troubleshooting techniques
Ensure that Support requests including application specific and others that cannot be resolved within 20 minutes Max are properly routed to Senior Service Desk Engineers or external resources as needed
Windows server troubleshooting. Group Policy, Folder Permissions, and Print Server Configuration and troubleshooting. Terminal\Citrix servers troubleshooting
Network configuration and troubleshooting such as DNS, DHCP. Firewall configuration and troubleshooting
VPN Clients configuration and troubleshooting
Mac configuration and troubleshooting
Troubleshoot workstation and network connectivity issues.
Exchange server configuration and troubleshooting
Configuration, troubleshooting of Microsoft Office Applications and 365 Client: Infor Nexus - Bengaluru, Karnataka.
Desktop Support Engineer
Responsibilities:
Provide front line and remote Help Desk support
Troubleshoot basic networking and connectivity issues
Troubleshoot mac and pc problems
Install, configure, and maintain Windows 10, Mac, and Linux systems
Provide support to new hires to insure they are all good to go
Provide phone support (mobile), and VTC
Maintain user-focused portions of the IT Wiki
Evaluate new hardware and software technologies
Contact this candidate