Areas of Expertise:

• Extensive experience providing Level 1, 2 and 3 end user support.
• ITIL Knowledge, Negotiation skills and Support Analysis.
• Software & Hardware (Maintenance and Upgrade) Support.
• Experience supporting MS Windows XP, 7, 8 and 10.
• Extensive experience performing Windows 7 / 10 system admin tasks.
• iOS/Android/ Blackberry Support [Enterprise Mobility Suite].
• Experience with Air Watch, Mobile Iron, Good for Enterprise and BES.
• Exceptional Customer Service and Multitasking Skills.
• Monitoring, Asset tracking, Application packaging & deployment.
• Extensive experience in providing remote Support using Proxy Master, GotoAssist, SCCM Remote Tool.
• Broad experience supporting SSL VPN’s, IPSec VPN’s, Follow me printers, Wired and Wi-Fi connectivity issues.
• Excellent knowledge of VLAN’s, networking concepts and WLAN/LAN architecture.
• Stake holder, Vendor, Conflict, Case and Problem management skills.
• Experience supporting applications, SOE environments, Microsoft Office Communicator 2007 R2and Skype for Business and Google apps for Business / G-Suite.
• Experience with troubleshooting Software Conflicts, Performance and Network issues.

Highlights of Qualifications:

• Establish strong relationships with business users at all levels in the organization, promoting ITS services, engaging customers to understand business needs and maintaining ownership for problem resolution.
• Provide mobile device deployment and support, including end user guidance and recommendations, activation, account modifications, configuration, testing, problem identification and resolution.
• Deploy software and hardware and support user community, including procurement, configuration, deployment and technical support of all standard applications including Enterprise applications.
• Assist infrastructure teams (LAN, WAN, Telephony) where local hands on activities are required.
• Involved in migration of Windows XP to Windows 7 and from Windows 7 to Windows 8.1
• Part of the team involved in Cisco IP Desk Phones Roll out for PwC Offices nation wide
• SME for Network printing project at PwC which also involved printing from Mobile devices
• Subject Matter Expert for UC Desk Phone (nationwide rollout), Aura 5.0 & Mobile Iron.
• Involved in Windows10 Deployment to production environment.
• Involved in Office move project and supporting around 300 users.