Experience

Stefanini Group

• IT Services and IT Consulting
• 100 - 200 Employee

• Deskside Support Technician

  • Jun 2021 - Present



Sutherland

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• IT Professional - Operations

  • May 2019 - May 2021

  • Act as Shift Lead/Duty Manager in charge of managing the operations for the particular shift. This includes task distribution and monitoring of staff utilization. • Coordinates with other Shift leads/Duty managers, SMEs, GSD, GTI colleagues, etc. in day-to-day activities. • Works hand in hand with the SMEs for the required works that needs to be done on- site in accordance with the Scope of Work, client and program requests. This includes deployment, transfers, etc. of equipment and the required infrastructure (Telephony, IP Network Equipment, Servers, etc.). • Handles Incident and Problem Management, ensuring Incidents are handled accordingly including escalations, working with the relevant groups involved until the issue has been resolved, providing updates on the progress of the Incident and Root Cause Analysis. • Participates and Introduce Service Improvement Plans. • Provides guidance and support to the Desktop Engineers and acts as next level escalation. • Interacts with internal clients on all levels to help resolve IT-related issues and provides answers in a timely manner. • Ensures Hardware/software installations are undertaken in a planned and controlled manner and anomalies escalated to the management team in a timely manner. • Ensure that all system requirements are met for Ramp Plans / new Program or Business Migrations in coordination with the Business Migration team / Global Transition team and Clients. • Participates in emergency maintenance or Business Continuity/Disaster recovery as needed in the event of critical outages to ensure productivity impact is minimized • Participates in Asset management. Ensure Assets are maintained and tracked accordingly, by following the Standard Operating Procedures for such is followed. Show less



Concentrix

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• IT Desk Side Support Engineer II

  • Apr 2018 - Apr 2019

  • Handling of IT Ticket resolutions on ITIL based framework, maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance. • Trouble shooting & co-ordination for high impact/severity issues & communicating real time updates to the BRC team. • Support/ trouble shooting the local servers and network devices with the Network and Servers team remotely. Basic knowledge and understanding of Network, Server & Voice infrastructure for strong troubleshooting & problem resolution skills like File Server permission, Ping & Tracert Analysis, End user Avaya voice troubleshooting, Active Directory Group Policy troubleshooting, DNS resolution, IP config troubleshooting etc., Hub room and Data Center Structured Cabling. • Hardware – expertise in replacing motherboard, SMPS, RAM, Laptop LCD Screen, Laptop keyboard, Proc coolant, Avaya hard phone config. Video Conferencing equipment Etc. • Software- OS level troubleshooting in Win 7 & Win 10, MS Office 2013 & Above package, Outlook config, Skype For Business, One Drive, Softphone, Antivirus troubleshooting, HDD to HDD Imaging / Ghosting, Printer, Scanner, Bio Metric, Data Encryptions, VPN troubleshooting, Wifi Config, Video Conferencing. Firmware updates for deskside equipment like Cisco & Avaya phones. • Onboarding New Accounts, managing Ramp Up & Ramp Downs, Account Movements & capturing new client requirements to work with the solutioning teams & get it implemented. • Manage BCP testing & Failover. • Raise change requests with supporting artifacts as defined in the process. • Installation of PGP encryption software on all the desktop/laptops to ensure we are compliant to IT & Customer security policies. • Handling Bigfix servers to ensure patch deployment on desktops, compliance management are up to date. Show less



Sutherland

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Desktop Engineer

  • Dec 2015 - Mar 2018

  • Perform as first-line-support of the company; act as an IT administrator • Answering and response in the email queries, attending phone calls and support • Remote assistance and re-assigning ticket in proper que. • Executive assistance to VIP and Client. • Conducting Program Wellness Meeting bi-monthly • Reconfigure Avaya phones • Support desktop and laptop users and solve problems with Microsoft, Adobe, Java, and other software in the production environment • Ensure backup, recovery, and data restoration from workstations for customers during upgrades or when a problem with the systems is diagnosed • Provide phone and in-person support to users for various systems, including email, LAN/WAN, user account administrations, Active Directory, standard desktop images and applications, COTS and GOTS applications • Serve as an escalation point of contact for troubleshooting all IT-related problems, including hardware/software, password reset, and printer problems • Provide answer to clients by identifying problems; researching answers; guiding client through corrective steps • Setup, configure and maintain end-users’ Mac/Windows laptops and workstation • Provide support for the WI-FI network and device connectivity • Assist users connect/install/configure to the network printer • Identify, implement and maintain a trouble ticket system. • Support and assist users with VOIP phone systems • Setup of audio, video and web conferences with other global office locations • Maintain data centers/server • Monitor and maintain IT compliance (EPO update, Patch update, System hardening, OU in AD, etc.) • WorkStation Setup (Seat Allocation/Seat Transfer) • Plan for the possible ramp-up/ramp down and new tools or update roll out. • Do preventive maintenance of tech equipment and facilities to maintain its operating condition in order to avoid or mitigate the consequences of system or equipment failure Show less