SUMMARY:

• 20+ years of extensive experience in solving computer and network related problems. Highly skilled in troubleshooting hardware, software, LAN, WAN and operating system issues.

TECHNICAL SKILLS:

Operating System: Win XP, Windows Vista, Windows7, Windows 8, Windows 10, Windows Server 2003, Windows Server 2008, 2012, Solaris 8, AIX, HP - UX, Red Hat Linux, Oracle Solaris.

Support: control-m, network connectivity, Ghost, Outlook, File permission, MS Office

Software Configuration: Siebel Server configuration.

Familiar with: Amazon Web Services, Unix scripting, VMware v-Sphere, ESXi, MDM Intune, Airwatch, Tape Operations, Netbackup.

Protocols: TCP\IP, IGRP, OSPF, RIP, BGP, ISDN, PPP, PPTP, Frame relay, HTTP, DNS, FTP, SSH.

Software Testing: Manual testing, Test director, Win Runner, Load Runner.

Database: Oracle, MS Access.

Hardware: HP, IBM, Compaq, PC, Laptops and servers, Routers, Switches.

WORK EXPERIENCE:

Confidential, NJ

Desktop Support Technician

Responsibilities:

• Performed install, move, add, change on devices including PCs, laptop. Resolved OS and applications issues using itarian remote control. Supported ms team meetings, click share in conference room. Provided second - level support on IT issues and requests including, but not limited to accessories purchase, new hire onboarding, supporting applications specific to end user job function. Installing dark trace c-sensor agent, comodo antivirus, duo for 2FA. Set up users in Duo admin panel for 2FA for phone and hardware token. Analyzed problems related to operating system, oracle ERP, active directory account, networking, hardware and documented resolution in knowledge base share. Resolved issues related to Sonicwall NetExtender VPN, Cyber security SOC alerts, antivirus, software, computer networking, GPO, DNS, DHCP, printing, file permission, drive map, telnet, ftp, Office 365, sharepoint, MS teams, Adobe
• Pro. Experience with Basic SQL commands (select, update, delete, joins, etc.). Familiar with Linux, Solaris, Mac OS. Supported LACE boxes, empower, Caliber LIMS, Nichelon. Configured RF devices, provided support for PCs on packaging and manufacturing departments. Administered MyQ for managing Kyocera printers and user printing rights. Maintained accurate repair records and documented all maintenance performed using Comodo ticketing system.Maintained accurate inventory of updated loaner equipment. Creating and assigning Avaya Phone extension. Maintaining backup of terminated users and critical Lab systems.

Confidential

Level 2 Desktop Support Technician

Responsibilities:

• Image, configure, install OS and software on various device including PCs, laptop. Used Bomgar to remote in for troubleshooting issues related to device drivers, application malfunction, group policy, login, MSOffice, one drive, MS teams, shared folder access, pulse vpn, zscaler, WebEx, WiFi, MiFi. Provided varied support to end-users regarding all hardware and software issues related to SCCM, printer, bit locker, salesforce, mosaic, DSA. Supported users on the issues related to Excel, email, Office 365, modifying and assigning group rights in Active Directory. Desktop support responsibilities include operating system builds, fault diagnosis and management of open tickets within the call logging system. Used Service Now ticketing system for new Level 2 group tickets, follow up on work in progress and escalated tickets for in-house and remote users. Assist End User Design & Engineering in testing image for pilot users and keeping production images up to date.

Confidential, Robbinsville, NJ

Technical Support Representative

Responsibilities:

• Answered incoming calls from customers regarding service issues like internet connectivity, speed, static ip, router configuration, resolved in real time. Provided customers with service activation support for Data service, assist with PC configuration Windows7, Windows8, Windows 10, Mac OS, firewall configuration, email client configuration, internet applications. Assist users with wifi connectivity and email on I-phone, I-pad, and android. Resolved issues related to roll over lines, VOIP, sip and POTS lines. Answered average 32 calls per day from customers with 90% first call resolution rate, documenting trouble in remedy based ticketing system coffee as a member of 100% phone support level 2 team. Provided trouble resolution and escalated when necessary.

Confidential, Edison, NJ

Application Support Specialist

Responsibilities:

• Duties includes to support control-m application, to install and upgrade Control-M agent and people soft control module on HP and AIX servers, create IDs and granting privileges for users of Control-M Enterprise Manager, monitor all the Gateways and Communications of UNIX servers, Global Alert Server, Global Condition Server are up and active, do control-m administration and maintenance. Scheduling production batch jobs, adhoc requests and performing change requests as per the requirement. Performing analysis on scheduling issues and resolving the same within SLA. Defining new jobs and scheduling tables using Control-M desktop.
• Installing, configuring and supporting Win XP, Windows 7, Windows 10, MS Windows 2008, 2012, Microsoft Office and Outlook. SCCM. Supporting I-Pad, I-Phone Administered user and group accounts in active directory using Directory Resource Administrator. Performing backups using ghost, retrieving corrupted files. Administered Siebel server - New/terminated users, Mobile Clients, CRM, DB Extracts and Server Processes, running queries. Defining and documenting SOPs with client. Used NetBackup remote console maintaining scratch and cleaning tapes volumes. Responding to alerts regarding connectivity, robots, drives and tapes operations. Familiar with Linux networking concepts, configure NFS and NIS, shell scripting. Ejecting full tapes and delivering to offsite storage with retention information. Monitoring network connectivity for all Master servers and Media host servers, responding to alerts serves as point of escalations. Manage vendor activities, monitor progress to ensure objectives are achieved. Managing HP9500 and Quantum tape library attached to Windows and UNIX servers. Understanding of Cisco routers and switch commands, VLAN, Access Control Lists (ACLs), network connectivity testing using ping, nslookup, traceroute.