Desktop Engineer
Dynatech LLC
Total years of experience :7 years, 3 Months
• Installed, configured, and maintained the functionality of company desktop systems, together with peripheral appendages and software.
• Kept in constant touch with vendors to resolve problems as quickly and efficiently as possible, provided computer system support for both staff and users.
• Run regular checks, tests, and tracking procedures to prevent or identify problems.
• Instructed employees on extending life of computer system through proper use.
• Performed routine maintenance on all user accounts, data files, etc.
• Installed or advised installation of upgrades to prevent malfunctioning.
• Configuring new user workstation equipment’s set PC Desktops image, peripherals, Software installations as per user policies and user accounts.
• Providing tickets and event support with desktop software, user accounts, network and peripheral issues
• Responded and recorded calls and e-mails related to computer support issues, resolved software installation updates and licensing issues.
• Tracked user calls for resolution and escalation thru Remedy Helpdesk Software
• Create user accounts and assign rights using Microsoft Server tools (ADS) Active directory
• Provided telephone and in-person support over 300 end users, troubleshooting, diagnosing, resolving and documenting hardware, software, network related technical issues, Create respond escalate and close tickets, track all outstanding tickets, working closely with tier II technician to ensure any problem are resolved in timely manner.
• Escalated issues as needed and maintain communication with user and concern technical team,
• Provide investigation diagnosis, resolution and recovery for hardware/software problems, when unable to resolve escalate to concern application team in accordance with IT Helpdesk escalation process Troubleshoot the issues with remote desktop tool or VNC.
• Support the following technologies, Microsoft 2007 products Outlook, Word, Excel, Access, Internet explorer, windows XP, desktops, laptops, printers, networked copiers, basic LAN WAN connectivity issues and others as assigned.
• Regularly provided efficient technical support over the phone, E-mails maintaining presentable phone demeanor courteousness and creativity.
• Followed helpdesk policies to the letter prepared report of activity and stayed up to date regarding system information, provided end user technological support for computer and LAN related issues, Calls daily setup deployed and maintained of end user machines.
• Assisted in discovery research and resolution of technical issues monitored and respond phone and e-mails requests for technical support.
• • Maintained helpdesk specific application and assisted in refining procedure, Earned solid reputation for resolving complex issues and providing exceptional service.
• Assist users with policies and procedures for setting up conference calls, new accounts, web/network presentations and voice mail.
• Provide special assistance to key departments including equity fixed income investment banking and executive support, supported remote access using dialup/VPN secure ID, VPN configuration in user’s laptops maintaining disaster recovery and taking full backup of data.
• Highly skilled in troubleshooting hardware, software, LAN, WAN and operating system issues.
• Administrating and troubleshooting 2003/08 server (workgroup model).Managing user accounts and giving share & security level permissions.
• Responsible to install, set up, maintain network and also configure the peripherals, cabling and equipments accordingly as per the requirement.
• Responsible for maintaining the company strategy like designing, implementing and maintenance of enterprise network components.
• Monitor whether all the components are available for successful communication. maintaining the Backup network, hardware, software, files on a regular basis accordingly as per the company policies.Timely analyze whether any repairs or replacements is needed.
• Responsible for troubleshoot Microsoft windows issues. Configuring & troubleshooting Microsoft outlook accounts.Creating new Microsoft outlook accounts for new users.Monitoring complete network & providing network statistics
• Responsible for the installation of operating systems.Installation of software’s like antivirus, MS-office, adobe & acrobat reader etc.Maintaining the network & troubleshooting the network related issues, network printers and Internet issues.
Bachelor In Computer Applications. Subjects: Networking Graphic Design Oracle Data Base
Team Member and Best Student Award winner