CCNA & RHCT certified

Kaushal V. Patel

**** ********** **** *** # *** Tel: C 973-***-****

Parsippany NJ 07054 Email: *********@*****.***

SUMMARY

• Skilled system support specialist with more than 5 years experience in System Support.

• Good Customer service skills with ability to type 65 words per minute.

• Excellent communication/interpersonal skills.

• Residency Status: US Citizen

COMPUTER SKILLS

Systems Windows NT Workstation and Server, Windows (95,98 & XP), Red Hat Linux

Hardware Routers – Switches – Hubs (Cisco and Bay Networks), PBX Switches, Cisco Firewalls, Adtran CSU-DSU’s, Packet

Engines GigaNIC, Seagate Baracuda Hard Drives, Backups, NetGear, HP Scanners and fax Machines.

Software NetObjects, MapInfo, Trend Anti-Virus, Exchange 5.5, Microsoft Outlook, FTP, Telnet, Ping Utilities,

Norton Utilities, Microsoft Office and Photoshop

Networking DNS, WINS, DHCP, HOSTS, TCP/IP, SNMP, SMTP, BGP, VPN, FTP, Wireless routers, T1/DSL, Ethernet/ LAN

And Cisco VPN.

CERTIFICATIONS:

• Cisco Certified Network Associate – CCNA (CISCO ID-NO. CSCO11265530)

• Red Hat Certified Technician – RHCT (Certificate Number: 605************)

• CompTIA A+ Certified

• Progressing towards CCNP

WORK EXPERIENCE:

SIEMENS IT SOLUTIONS

Helpdesk/IT Support June 2008 – Current

• Answered technical questions regarding software products and their requirements within related industries.

• Investigated issues reported by customers and dealers in a timely and efficient manner

• Responsible for researching and buying new Technical Call tracking software including its installation and setup.

• Trained other staff to use the program efficiently

• Facilitated and participated in conference calls with customers and other departments

• Performed data conversions and repairs of customer data in order to meet specified program requirements

• Identified and resolved network and DCOM configuration issues

• Worked with Research and Development department on Quality Assurance

• Created documentation on policy and procedures

• Contributed bimonthly articles to PPM 2000’s customer newsletter

• Attended and played an integral role in department meetings

• Help Client Over the phone, via Remote Desktop and Face to face interaction.

• Re-image Laptops and Desktops.

• Open, follow-up and close tickets using Clarify.

Eclipsys Corporation, Mountain Lakes, NJ

Computer Operator September 2003 – March 2008

• Perform routine tasks to maintain computer equipment and their peripherals. (Tape devices, Servers, Printers and Copier/fax)

• Load peripheral equipment such as tapes and paper for operating runs.

• Observe peripheral equipment and error messages displayed on monitor of terminal to detect faulty output or machine stoppage.

• Responds to computer messages by monitoring console and performing appropriate activity.

• Responds to client requests.

• Notify on calls of troubled clients request and escalate the problem with quality handling then open the ticket to clearly handle the matter into a case document; afterwards resolve or forward to appropriate department to solve the problem.

• Maintains logs of operations activities.

• Handles call and contacts involving specific computer operations information.

• Notifies on call personal of troubles/client requests and escalates accordingly.

• Writes/opens clarify case to document non-conformances and forwards to appropriate department or personal for dispatch.

MERCEDES BENZ OF MORRISTOWN, MORRISTOWN, NJ

Customer Support/ Service June 2000 – September 2003

References: Available upon request.

EDUCATION:

County College of Morris, Randolph, NJ

Associate degree in Business Administration & Working towards Bachelors in Business Administration

Associate degree in Telecommunications (In Progress)

Contact this candidate