SUMMARY

• 6+ years of experience working in a Desktop Support /IT Operations/IT Asset Management/Microsoft Office 365 Support/IT Support Analyst.
• Performed IT Asset Management such as software audits, asset ownership, process documentation, software licenses and hardware asset management.
• Strong Project Management skills
• Managed software licensing for business applications used in various teams and departments.
• Experience working with cross - functional teams
• Tier 1 and Tier 2 level Desktop and Help Desk Support Tier 2 (supporting remote environments)
• Experience in working remotely with high productivity
• Proficient with Windows 7 &10, Exchange, MS Office 2010-2019/Office 365 applications, Outlook, Word, Excel, Active Directory, Chrome, IE, Edge Browsers, etc.
• Worked with SSO app OKTA project which integrated all our applications for single sign on
• Experience with Track IT and ServiceNow Ticketing system
• Worked with Google Apps Admin Console such as user administration, distribution groups, created and maintained mailboxes etc.
• Experience with Active Directory User Administration
• Performed Systems Support via phone, email, ticketing system and in person
• Experience with Remote connectivity applications like Zoom, WebEx, Live Meeting, MS Teams, Endpoint Manager and Remote Desktop Assistant
• Knowledge of Active Directory, Citrix, VPN and Firewalls
• Confident with mobile technology and installing Apps - Intune Mobile Device Management
• Worked with excel/spreadsheets for data input, sort etc.
• Experience with ServiceNow/SNOW and BMC Track-It Asset Management Software.
• Ability to learn fast, prioritize and multitask in a fast-paced environment
• Experience working in a team-oriented, collaborative environment
• Excellent communication and customer service skills

PROFESSIONAL EXPERIENCE

Confidential

IT Support Specialist

Responsibilities:

• Responsibilities included taking calls, emails, online tickets, managing various queues to assist end users with various hardware and software-related issues (e.g., Password lockouts, resets, map network drives, Bitlocker issues, Cisco VPN, Microsoft Office 365 issues, issues with several various applications, PC/printer issues, etc.
• Used Avaya One X Communicator for end users calls.
• Resetting passwords and Unlocking user accounts on Azure Portal and Active Directory.
• Logging into Citrix Receiver to access Confidential Environment.
• Used CyberArk for admin password vault.
• Followed SLA-driven processes and procedures to complete troubleshooting where appropriate, fully documented the incident/service request in SNOW/ServiceNow an Incident or Service Request and route/escalate to the appropriate team.
• Created, resolved, escalated tickets in SNOW/Service Now Ticketing system.
• Used Configuration Manager Remote Control to troubleshoot several Confidential applications issues remotely on end user’s machine.
• Monitoring Ticket queues and escalating P1 and P2 tickets to On-call support.
• Created, Managed and Disabled users access profiles for onboarding/offboarding applications such as Paragon, ePrescribe, Cerner, etc.
• Performing asset management by assigning software licenses, managing hardware assets.

Confidential

IT Operations and Applications Support

Responsibilities:

• Responsible for the remote support to users with technical problems such as password resets, application issues etc.
• Provided desktop support (via phone, chat, Remote Desktop Management (RDM) tools), to local and remote access users.
• Independently resolved tickets within SLA.
• Coaching freshers for correct routing of tickets, capturing critical information.
• Followed the escalation process and escalated cases to Tier III and On-call support.
• Maintained MS Windows 10 and software applications including MS Office Suite 2010-2019.
• Performed password resets for user accounts in AD.
• Managing Office 365 - Created and Managed Users, Mailboxes, Security groups.
• Worked with ServiceNow/SNOW Ticketing system for user support tickets for hardware, software and application issues and created Templates.
• Maintained Enablement and Cornerstone, Learn Core applications and Created User provisioning/User access accounts.
• Worked with spreadsheets and excel.
• Inventory and asset management.
• Worked with G-Suite Administration.
• Managed software licensing for business applications used in various teams and departments.
• Created reports from dashboards in ServiceNow

Confidential

IT Operations

Responsibilities:

• Provided Tier 1 and Tier 2 level technical support in a fast-paced environment.
• Created Help Desk Knowledge Base Articles for common service requests for End users and Team such as “how to change password when expired” or “how to connect to VPN”, “joiners and leavers process”.
• Worked with SSO app OKTA project which integrated all our applications for single sign on
• Worked with Active Directory such as creating user Accounts, distribution Groups, managing user groups and reset Passwords.
• Experience with desktop hardware, software support calls, password resets, wireless connectivity issues, issues with MS office suite, Office 365, MS Teams, and other applications for end users.
• Worked with Google Apps Admin Console such as user administration, distribution groups, created and maintained mailboxes etc.
• Provided first and second level support for remote user laptops using remote management tools.
• Prioritized and escalated issues according to escalation process.
• Used ServiceNow ticketing system and created reports from dashboards.
• Performed troubleshooting and maintained workstations and laptops remotely by using MS Endpoint Manager, Remote Desktop, and Teams.
• Maintained Symantec and Microsoft Bitlocker Encryption systems on all end user devices.
• Resolve VPN connections issues for end users
• Maintained Enablement and Litmos applications and Created User provisioning/User access accounts.
• Utilized Intune Software Deployment to maintain, monitor all hardware (desktops, laptops, tablets etc..) and track software licenses and hardware assets.
• Participated in regular sox audits on AD accounts, software licenses and hardware assets.
• Experience working with cross-functional teams
• In audits we identified, reclaimed, and reused the licenses that are not in use
• Utilized BMC Track-It Asset Management Software.

Confidential, CA

Desktop Support Engineer

Responsibilities:

• Performed System Administration and Desktop support for Windows with 250 end users.
• Responsible for level I & II support by phone, email, and walk in for Exchange, Email, Printers and Applications support
• Utilized JIRA Ticketing system
• Maintained MS Exchange for windows environments with user account, distribution and security group creation and management
• Technical support for Polycom video conferencing system, maintenance of Polycom CMA (Desktop App & Server), VBP & HDX servers
• Utilized GLPI tracking IT software for work order tracking, inventory, and deployment
• Managed AD, VPN access lists, Mailboxes, Email groups & Guest access to networks