CORE COMPETENCIES: • Three years of experience in providing technical assistance to computer system users. • Expert in LAN administration and desktop hardware/software configuration and support. • Strong working knowledge of Microsoft Windows operating systems, Active Directory, MS Exchange and Internet applications and protocols. • Deep familiarity with supporting users over phone, remote access and desk visit. • Demonstrated ability to work in a team environment with strong interpersonal skills and a positive attitude toward sharing expertise and assisting others to learn. • Immense ability to discover, diagnose and correct network performance problems and failures. • Proficient in the preparation and maintenance of network documentation and diagrams. • Deep understanding of TCP/IP, VPN, Outlook and telecommunications and network industry concepts, methods and standards for application to assigned work. Soberman LLP February 2011- April 2011 Level 2 Technical Support • Provided Technical Support for company and OEM. • Provided technical support for Data communications hardware/software, including routers, switches and firewalls. • Helped Users with Blackberry related problems including wipeout, backup, exchange configuration • Responsible for installing connectivity software using VPN, Citrix, and Telnet • As a Help Desk Analyst give response to initial trouble calls. • Responsible for training the new staff on PC and Network basics. • Responsible for troubleshooting software issues related to Windows, Office, Outlook, Tax prep, Dynamics, Formula trix and etc. Use of Time: 90% Help Desk; 10% Deployments Technical Environment: Think centre desktop’s, Lenovo laptop’s running windows 7 and XP Applications: Office 2007, VPN, Citrix, Blackberry, Taxprep, Formulatrix, Payroll, Caseware, Dynamics and SharePoint Barrick Gold INC December 2010- January 2011 Technical Support Specialist • Assisted in troubleshooting user problems relating to Operating System issues, Network Connectivity, TCP/IP configuration, Upgrades, MS Office Products and Internet connectivity. • Performed upgrades, installation of software and drivers and essential desktop troubleshooting. • Deployed updates, service packs and hot fixes using Windows Update, Automatic updates and Group Policies. • Installed logical printers on a print server and preparing print server to host clients. Troubleshooting hardware peripherals like printers modem etc • User rights and permission, disabling and enabling accounts, file and folder permissions and configuring security templates as per need. • Migrated all end users from Windows XP to Windows 7 platform which includes creating AD user profiles, computer profiles, application for all individual users and deployments of new software. • Migrated all end users from Microsoft 2007 to Microsoft 2010 • Assisted on on-site visits and hardware troubleshooting and local system upgrades. TD Canada Trust, Toronto August 2010- December 2010 Desktop Support Analyst • Charged as Level 2 Desktop Support Specialist for more than 2000 end users. • Responsible for deploying 200 laptops for HR team, which includes imaging, application install, network configuration and training users. • Migrated all end users from Microsoft 2007 to Microsoft 2010 • Migrated all end users from Windows XP to Windows 7 platform which includes creating AD user profiles, computer profiles, application for all individual users and deployments of new software. • Worked in Blackberry device manager including new blackberry setup, blackberry exchange, data transfer and data backup. • Responsible for delivering support through telephone, remote access, desk-side visits and email. • Responsible for Mailbox cleanup. • Work as communicator between two teams. • Use PC-Duo remote control solution in support of Lotus Notes, Microsoft office and other applications. • Trained the new recruited users on different software. • Done other duties as assigned. CITI Fund, Mississauga Feb 2010-June 2010 Desktop Support Analyst • Desktop Support Specialist for more than 1100 end users. • Supported over 1100 users with day to day issues with Lotus Notes, I Manage, Microsoft applications and other banking applications. • Migrated all end users to new platform which includes creating AD user profiles, computer profiles, application for all individual users and deployments of new software. • Performed upgrades, installation of software and drivers and essential desktop troubleshooting. • User rights and permission, disabling and enabling accounts, file and folder permissions and configuring security templates as per need. • Deployed updates, service packs and hot fixes using Windows Update, Automatic Updates, and Group Policies. • Responsible for delivering support through telephone, desk-side visits and email. • Worked as advisor for desktop support team to provide software and hardware break service and training requests. • Use PC-Duo remote control solution in support of Lotus Notes, Microsoft office and other applications. • Done other duties as assigned. Dell Canada, Toronto November 2007 - November 2009 IT Administrative Consultant • Trained staff and users to use computer system and its programs • Configure and troubleshoot desktop applications and upgrades such as MS Office. • Install and configure desktop computer and peripheral hardware upgrades. • Perform basic installation, configuration, deployment and troubleshooting of desktop computers and peripherals. • Perform advanced hardware and software troubleshooting. • Integrate hardware into existing LAN environments. This includes establishing network, file server access, configuration of email and print server connectivity. • Install upgrades and troubleshoot, support and repair simple network connectivity issues at the desktop, including NICs, network connections, and unmanaged hubs/switches within local environments • Install, integrate, troubleshoot and solve network client operation problems • Basic Active Directory – Changing user passwords, moving user accounts to different OUs, unlocking accounts, joining computers to a domain, etc. • Physical network troubleshooting – drops, switch ports, switches needing power cycling, crimping cables, terminating cables, etc. Certifications: • Netcom Certified Network Engineer (2006) • Diploma In Hardware Engineering • Diploma In Network Engineering • Microsoft Certified System Engineer (MCSE) • Microsoft Certified System Administrator (MCSA) • Microsoft Certified Professional (MCP) • A+ Hardware Technician (COMPTIA A+)