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Title: |
Desktop Support
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Location: |
US-District of Columbia
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Work History: |
Pallavi Patel
301-807-3171 Pallu_71@yahoo.com
12038 Chase Crossing Circle # 302
North Bethesda, MD 20852
OBJECTIVE
Accomplished, and self-motivated professional seeking to implement my experience and knowledge in the high tech environment. Looking to deploy my IT cross-industry expertise; utilizing my experience providing IT consulting, customer support, customer relation management skills, and team leadership ability.
PROFESSIONAL EMPLOYMENT
ActioNet Inc. Vienna, VA Aug. 2009-April 2011
Level II Desktop Technician Support
Client: Federal Aviation Administration (Department of Transportation) Washington, DC
Essential Duties and Key Responsibility: Create new user account, grant access to share directories, grant access to drive mappings.
Configure email on pc/laptop. Grant access to email groups, Department calendars.
Diagnose problems, determine appropriate course of action, escalation procedures, and provide complete follow-through to successful resolution.
Responsible for maintaining, configuring, and upgrading computer desktop, and laptop systems.
Record all user requests, repairs, and report issues in detail and records completion and resolution, maintaining satisfactory performance in reaching SLA compliance
Work with IT and Professional staff to develop and implement support procedures
Generate work order with Remedy (ticketing system).
Configure computers using Ghost Image. Install safeboot software, McAfee Endpoint Encryption software.
Delete Departure user request, backup data.
Lloyd Staffing / Eclipsys Westbury, NY May 2009-July 2009
Application Support
Supporting North Shore Long Island Jewish Hospital with a roll out of Sunrise software.
Implementing and supporting of Eclipsys Sunrise Care Manager, Eclipsys Records Manager, Eclipsys Sunrise Pharmacy systems
Supporting all medical staff with user login, password, and accounts in Active Directory.
Supporting hospital staff with Sunrise Clinical Manager/ Clinical Documents; it is a Computerized Physician Order Entry. Gives clinical staff the ability to see patient demographics and past visit history. Also ability to place order electronically for many different tests and procedures and monitor and track patients location.
Generate work order with Unicenter Service Desk (Computer Associate)
Assisted clients to connect to NSLIJH via Remote Access Portal.
Optimus Corporation McLean, VA Oct. 2005-Dec 2007
Jr. Systems Analyst Level 2 Technician
Client: Federal Aviation Administration (Department of Transportation) Washington, DC
Essential Duties and Key Responsibility: Diagnose problems, determine appropriate course of action, escalation procedures, and provide complete follow-through to successful resolution.
Responsible for maintaining, configuring, upgrading computer desktop, and laptop systems. May perform minor PC/laptop repairs and coordinates vendor support for more critical repairs.
Applies understanding of computer software and hardware to resolve local and remote users desktop/laptop computer related problems.
Records all user requests, repairs, and reported issues in detail and records completion and resolution, maintaining satisfactory performance in reaching SLA compliance.
Configures software applications on desktop and laptop computers for new employees.
Provide in-depth support on windows applications, network connectivity and accounts, network printing, and any other hardware/software issue.
Performs comprehensive analyses of hardware/software concepts, designs and test requirements.
Works with IT and Professional staff to develop and implement support procedures
Executes operational SOPs to ensure customer service effectiveness.
Set up user to Microsoft Active Directory. Generate work order with HEAT (ticketing system). Followe up work order after completion for customer satisfaction.
Install various software such as Lotus Notes, Adobe Acrobat, MS Project, MS Visio, Palm Desktop, federal government application -Travel Manager, Gov-rip, Crux-X, Citrix, etc.
Configure computers using Ghost Image. Setup pc to join domain. Create new account for new users. Set up network and local printers connectivity.
Involved in migrating 800 plus user to MS Active Directory. Followed up with user shared network drives and deployed 200 plus computer.
Install safeboot software on laptops on remote site users and onsite users.
Unisys Corporation Reston, VA Sept. 2002-Oct. 2004
Customer Service Representative Field Technician
Client: Transportation Security Administration (Department of Homeland Security) Washington, DC
Key Responsibility: Responsible for on-site installing, maintaining and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems. Ensure customer satisfaction by advising customers on preventative maintenance and configurations that may affect product performance. Take responsibility for potential or desired follow-up services (Sales/Systems Engineering) or problem escalation.
Critical Technical & Behavioral Skills/Qualifications: Troubleshoot, install, configure, test, repair PC's, laptops, and associated desktop equipment plus network printers. Demonstrate functions and train end users on the use and functions of their equipment. Set up cabling and network connectivity on desktops equipment. Data backup and restore of user data. Provide hardware and software support.
Software Support: Kyocera, Auto Cad, E trust, Microsoft Project, Microsoft Visio, Palm handheld device, Microsoft Publisher and many other government application support such as Surfur, Form Net, and Links.
Supporting the planning, designing, testing and deployment of the technical infrastructure for specific department of Transportation Security Administration.
Support migration for several locations within Department of Homeland Security and Transportation Security Administration.
Impact Innovations Group Columbia, MD May 2001-Aug 2002
Helpdesk/Network Support
Client: National Archives and Records Administration College Park, MD
Installed Fiber Optic Cards on Dell G1, GX100, and GX400 computer supporting 2000 NARA users.
Set up network connectivity, IP Configuration and access to GroupWise for Novell.
Knowledge in establishing cables to patch panels and switches in wiring closet.
Client: National Defense University- Washington, DC
Set up new end users in network with various access levels and permissions. Provided technical computer, and network consulting and customer support for the National Defense University consisting of 1200 faculty, staff and students. Users included senior level United States and International military officers and World Ambassadors.
Key responsibilities: Set up new end users in Microsoft User Manager, Server Manager, and Exchange Server. Generated work orders with Action Request System (Remedy User). Followed up after completions of work orders for improved customer satisfaction. Analyzed helpdesk tickets for patterns before they developed into larger problems.
Installed various software not limited to: Microsoft Office Pro, McAfee, MS Project, Acrobat Reader, Internet Explorer, Macromedia, and Government related software.
Tested port connectivity with switch panels.
Configure hardware and software for new users and for remote dial-access service.
Established connectivity with network interface card to laptops and desktops for new user on board.
Conducted printer connectivity to network for end user.
Set up printer for connectivity on print server.
Supported faculty, staff, and students on various Microsoft products such as: Office 2000, Office 98, Office 97, and Email service on Outlook 2000, Outlook 98.
Set up accounts and distribution container for various organizations within the Academic Department.
Volunteer to train the International Fellows in the use of laptops in English and Spanish.
Developed knowledge on Best Practice Customer Care Strategies and incorporated in customer solutions.
EDUCATION
Computer Institute, Rockville, MD 2001
Microsoft Certified Systems Engineer 4.0 Program
Tri-County Technical College, Pendleton, SC 1992
Associate Computer Technology
JOB-RELATED TRAINING COURSES
Dell Certified Systems Expert program: Associate Desktop Certification V5.0 Workstations, Optiplex, Dimension.
Associate Portables Certification V4.5 Inspiron, Wireless Networking Latitude.
Associate Desktop Certification V4.5 Workstations, Optiplex, Dimension, Memory Networking. DSP Desktop GX260, GX240, Optiplex 755, 760, 780.
DSP Portables Latitude C610, C840, C640, Latitude 6400, 6410.
JOB-RELATED SKILLS
Foreign Language: Fluent in: Spanish, English
Software/Hardware: Windows XP, Active Directory, System Management Server, Windows 2000 Professional, NT Workstation, Windows 98, Windows 95. Microsoft Office XP, MS Office 2000, Outlook 2002, Outlook 2000, Office 97, Jet Form Flow, Surfur-Form Net, Netscape, Internet Explorer, Microsoft Project, MS Photoshop, Adobe Acrobat, Palm software, WinZip, Microsoft Applications Word, Excel, Power Point, Access, Government applications.
JOB-RELATED CERTIFICATON
CompTIA A+, Microsoft Certified Professional (MCP). DCSE Associated Desktop V5. ITILV.3 (IT Infrastructure Library).
Country of Citizenship: United States of America
Clearance: Previously held multiple Interim clearances as assignments required
Reference: Excellent references available upon request
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Skills: |
I have knowledge of these skills
Software/Hardware: Windows XP, Active Directory, System Management Server, Windows 2000 Professional, NT Workstation, Windows 98, Windows 95. Microsoft Office XP, MS Office 2000, Outlook 2002, Outlook 2000, Office 97, Jet Form Flow, Surfur-Form Net, Netscape, Internet Explorer, Microsoft Project, MS Photoshop, Adobe Acrobat, Palm software, WinZip, Microsoft Applications Word, Excel, Power Point, Access, Government applications.
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Education: |
Certifications: CompTIA A+, Microsoft Certified Professional (MCP). DCSE Associated Desktop V5. ITILV.3 (IT Infrastructure Library).
Computer Institute, Rockville, MD 2001
Microsoft Certified Systems Engineer 4.0 Program
Tri-County Technical College, Pendleton, SC 1992
Associate Computer Technology
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