TEJAS PATEL

• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution
• Configured hardware, devices, and software to set up work stations for employees
• Responded to customer inquiries and provided technical assistance over the phone and in person.
• Installed and configured operating systems and applications
• Manage user access across a range of platforms, such as Active Directory, Microsoft Exchange, Office 365, and numerous application systems like Maximo, Oracle, Power Apps etc
• Performed Exchange Server Administration, Azure Administration, help setup MS Authenticator application
• Managed Entrust Account for Citrix portal users and help user setup Entrust account for secure login
• Provided user support for the range of issues related to Citrix Desktop application, used Citrix Director to fix the range of issues
• Install, configure and managed printers and scanners using YSoft and provide End User Support, fix the network issue to resolve any outage
• Use Service-Now ticking system to IT Ticket management
• Solve issue related to Cisco AnyConnect VPN, and Zscaler VPN service
• Used remote support like Remote Assistance, Bomgar, Team Viewer, Take-control to help users remotely
• Create and review technical documentation such as procedural, instructional knowledge base articles and operational guides and manuals, technical reports and specifications and maintenance inventory systems
• Helped end user backup/restore files from OneDrive, network folders and solve file sync issues
• Encourage and provide guidance on general IT security trainings
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution
• Addressed user customer service concerns and decide when to escalate problems to specialist team members.

• Install, configure, test, maintain and administer new and upgraded networks and servers
• Created new user profiles and did password resets of servers and workstations using Active Directory, password resets, unlock account, create, and maintain group policies as per requirement
• Enable multi factor authentication with the help of applications link Duo and Microsoft Authenticator
• Provide on call or on-site support for desktop support requests, network problems and emergencies
• Ensure security of devices through access controls, firewalls, and antivirus, visit site to fix any other issues
• Ensure latest patches for security and other updates are installed on workstations and servers to provide security to the system to known threats and viruses, conduct site visits for inspections, and analyze and review the system and solve the issue
• Install and update the required software as needed, apply restrictions on access to application and service as per business needs
• Do regular health checks of servers and workstations, and check event logs to find major issues and fix major errors in event logs.
• Monitor server performance conduct periodic server backups and maintenance
• Provide support for desktops, software, hardware’s, printers, Internet, and email issues, Microsoft365 issues and exchange server configuration and maintenance
• Set up new workstations, upgrade workstations by ensuring all data in the laptop is preserved and restored, use SOE imaging where needed
• Recommended improvement to the client for the better performance and security of the workstations, printers, scanners, other peripherals, and network operations
• Communicated with manages of the site to renew service license, Microsoft365 license or any software which needs to be renewed
• Develop, conduct, and provide technical guidance and training in application software and operational procedures and update knowledge base on the new issues
• User Kaseya ticketing system to update, escalate any tickets as per the SLA with clients
• Assisted customers in identifying issues and explained solutions to restore service and functionality
• Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals
• Configured hardware and granted system permissions to new employees
• Explained security measures in simple terminology to help users understand malware and phishing threats
• Explained technical information in clear terms to non-technical individuals to promote better understanding
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

• Provided technical support to customers for the range of EFTPOS devices and the integrated systems, predominantly via telephone and web portal request
• Helped customers provide workarounds for various standalone and integrated EFTPOS devices in different kinds of situations like Host Outage, Network Outage
• Advised the clients or technicians in the field to troubleshoot the terminal, PC, Server, PC-EFTPOS related issues, and provided detailed notes of the task to be performed when on site.
• Engaged with Bank, Host-Backend team to resolve the issue on the devices
• Resolve the issue related to network and device integration
• Worked on test terminals to identify the root cause of the frequent issues and advise level2/3 with a detailed report of an issue
• Log, Re-log and cancelled the job as per demand, recent tickets and actively monitor and manage emails from head-office
• Provide accurate and detailed information on unresolved incidents to support groups, customers, peers, and management to assist in incident determination and resolution.
• Maintained and built relationships with clients, peers, support personnel and management
• Maintained the Service Level Agreement for the SWAP and installing jobs in the field
• Followed the emails from different teams and updated the CAMS accordingly
• Maintaining knowledge base documentation, user support manuals and user communications
• Engaged with the team leader to work of the major project
• Troubleshooted the terminal with the different functions by keeping the minimum call time and help the team to resolve the issue by advising the quick troubleshooting
• Be updated with the latest changes in the EFPOS software and hardware bugs

• Provided quality Level 1 and Level 2 Help Desk IT support for internal and external stakeholders relating to IT requests, inquiries, and issues
• Monitored systems in operation and quickly troubleshot errors.
• Provide VPN and Office 365 Support
• Trained end-users on functions of hardware and usage of new software applications
• Tested and reviewed the latest software, hardware, and operating systems
• Analyze, configure, and install desktop for clients, use SCCM, Intune for bulk install, upgrades, and policy deployment
• Worked as desktop support with the different council in Victoria on temporary contracts
• Windows Installation, recover old PCs, restore user data, and provide backup and recovery support when needed
• Maintained the accuracy of progress information into the Service Desk database, ensured notes are up to date - including logging and closing of jobs
• Network setup, connection, and configuration
• Installation of antivirus, security agents, RAM Upgrade and replacement of parts if necessary
• Maintain excellent customer relations by delivering timely solutions, maximizing service availability
• Communicate in writing and verbally with clients, vendors, and other staff in a prompt and professional manner

• Configured hardware, devices, and software to set up work stations for employees.
• Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
• Monitored system performance to maintain system integrity.
• Helped the network team with Upgrading/Downgrading devices according to requirements
• Setting up accounts for new users through Office 365
• Provided technical support such as password reset, troubleshoot common hardware and software issues
• Performed encryption, firewalls and patch management to implement and maintain system security.
• Supported the team with carrying out network design and checks on a on-demand basis
• Secured and Analyzed backup services with regular checks of windows server backup and fix issues if any

Responded to customer inquiries and provided technical assistance over the phone and in person.

• Setting up and installing wireless printers, Scanners and provide support
• Installing, testing, and reviewing desktop software applications
• Diagnosed and troubleshot hardware, software and network issues.
• Installed new or upgraded hardware and software and coordinated installation and follow-up with the user to achieve customer satisfaction.
• Troubleshooting and monitoring Wireless networks
• Installation of antivirus and required software’s
• Monitor and ensure software applications meet security standards
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Created user accounts and assigned permissions.
• Configured hardware, devices, and software to set up work stations for employees
• Troubleshot potential problems and eliminated before issues escalated or cascaded
• Prioritized, tracked and documented problem resolutions, notifying customers of issue status
• Monitored system performance to maintain system integrity.