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Sept 2017 – Present
PricewaterhouseCoopers (PWC), Manhattan,
NY
Desktop Support Specialist
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Providing
technical L1 & L2 hardware and software support to end users. Working
with pc vendors to repair malfunctioning devices, reimaging, application
testing, troubleshooting and break fixing on Windows 7/10 machines.
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Desktop
configuration team- working with the team to test different build images
for various laptops via PXE boot, an external USB disk imaging methods.
Cloning the final OS build to multiple USB drives for mass deployment
purposes and performing hot swaps for failing laptop devices.
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New
hire team- Imaging/configuring laptops for new hire’s which includes,
configuring window account credentials, adding lotus notes databases,
linking google suite software’s and generating wireless security
credentials and providing onsite assistance to new hires during orientation
class which includes rolling and deploying new laptops while giving a high
level review on securing confidential client’s data as well as an overview
of currently deployed software and password policies.
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Asset
Management- working using ServiceNow module, responsible for assigning
assets during the laptop upgrade cycle, laptop returns, tracking new hire
laptop deployments and repair returns for an office with customer base
close to 10,000 users.
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OGC
data collection- working with the digital forensics team to securely
collect confidential client data remotely over the network for customers
that left the firm using software utility called Access data agent.
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I
am partnering with IT during client telecom and video conferencing meeting
to ensure that all the Audio/Visual Equipment were functioning properly.
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Monitoring
and resolution of the interactions and incidents tickets using
ServiceNow/SM9 ticketing software and anticipating customer needs by
monitoring high priority request, receiving work and responding to service
center tickets and successfully troubleshooting/resolving or escalating
tickets promptly while maintaining SLA's and effectiveness for the team.
Aug 2016 – Aug 2017
Byers Engineering,
Somerset, NJ
IT Support Specialist
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Providing
onsite technical support by setting up new workstations, installing newly
purchased printers and configuring it as printer servers on Windows
enterprise edition via the office network.
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Assist
in maintenance, repair of PCs, printers, and switches, coordinating with
offsite technical support and other staff to resolve hardware, software,
and network related issues.
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Diagnose
and resolve unique, nonrecurring problems associated with application
software and operating systems; determine the source of problems and
classify their level, priority, and nature.
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Perform
Windows 7 to windows ten upgrades on the existing workstations and
installing corresponding compatible drivers for the attached scanner,
printer, and other peripheral devices.
Jun 2015 – July 2016
Advanced Diagnostic
Center, Edison, NJ
PC Support Technician
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Act
as a point of contact (via Phone/TeamViewer) with other Tier1/ Tier 2 tech
specialist to remotely setup, configure and troubleshoot issues related to
electronic charting software like MD reports and Advanced MD at the local
office location.
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Purchasing
new workstations, assembled and configured it to work with existing systems
within the timeframe and budget plan that was provided.
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Disassemble
older machines, ran diagnostic scans like Check Disk /Defrag for
malfunctioning machines and installed software/ patches updates for virus
prevention.
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Backup
/migrate data and clone hard disk using Acronis/Paragon backup and Ease US
Tod backup software.
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