Open To Work
Akshay Patel
Desktop Support Lead
Kendall Park,NJ
Work Preference
Summary
Dynamic desktop support analyst with a proven track record in leading successful Windows migrations and optimizing helpdesk operations. Achieved a remarkable reduction in response times and streamlined support processes, enhancing user experience and operational efficiency. Expertise in troubleshooting, hardware repair, and user training drives organizational success.
Overview
16
16
years of professional experience
Work History
Windows 10 Migration/Desktop Support Tech
Everestre
Liberty Corner, NJ
07.2019 - Current
- Completed windows 7 to Windows 10 migration.
- Image large scale of desktop and laptop using SCCM 2012.
- Copy and restore user’s data using USMT.
- Provide 2nd and 3rd level desktop support after the migration.
- Replaced and repaired hardware issues on desktops and laptops.
- Install and test local printers after the windows 10 upgrade.
- Remap users' drives and network printers after the Windows 10 upgrade.
- Troubleshoot and repair and MS Office issue.
- Troubleshot and resolved complex issues across multiple operating systems.
- Managed and responded to helpdesk tickets by assigning tickets to teammates.
- Tracked and followed up on trouble tickets, achieving average response time reduction from 3 days to 15 hours.
- Provide leadership and training to new team members.
- Keep track of all hardware inventory that was deployed and collected.
- Troubleshoot AWS connection issue.
- Install Application on AWS machines.
- Unlocked Active Directory accounts and verified user group memberships.
- O365 Migration completed for 2000 users.
- Executed Mobile Iron Cloud migration for 1400 devices, enhancing mobile device management across platforms.
Desktop Support Tech
L’Oreal USA
Monmouth Junction, NJ
02.2018 - 04.2019
- Delivered 2nd and 3rd level desktop support to field and remote employees, resolving technical issues efficiently.
- Closed out approximately 150 trouble Remedy tickets monthly, ensuring timely resolution of technical issues.
- Provide support to MS Office 2016/O365.
- Provide VPN support to remote employees.
- Image/configure new hires laptop.
- Image windows 10 HP laptop using SCCM 2012.
- Install/troubleshoot local HP printers.
- Add computer and user account to correct OU in AD.
- Unlocked and reset user accounts in Active Directory to restore access.
- Refresh user’s laptops as they are going out of warranty.
- Restored user data from backups, safeguarding data integrity during system recovery.
- Created documents on how to share a file via OneDrive.
Senior Desktop Support Tech
Light Speed Research LLC
Warren, NJ
09.2014 - 01.2018
- Provide second and third level desk side support to office/remote users & all the white glove users in the office.
- Completed migration from Windows 7 to O365, facilitating transition for users.
- Windows 7 to Windows 10 deployment.
- Perform advance troubleshooting on software and hardware.
- Took ownership of problem resolution, identified potential issues, analyzed solutions, proposed resolutions, and ensured implementation.
- Troubleshoot and provide WIFI support.
- Provide office site support for a VIP meeting.
- Setup video conferencing, teleconferencing, and AV infrastructure.
- Provided technical support for VOIP systems, ensuring clear communication for users.
- Train users and provide documents on how to connect to Cisco and connect VPN.
- Recover and restore user’s data after the HD was replaced.
- Refresh user’s laptops as they are going out of warranty.
- Install additional memory, new HD, Keyboards.
- Train team members on SCCM 2012.
- Coordinated setup of video conference meetings, ensuring all necessary equipment was operational.
- Installed requested software applications for users to enhance their productivity.
- Configure company mobile phone Apple/Android.
- Ordered hardware and maintained a complete inventory.
- Keep a full track of the hardware inventory.
- Create and upload documents on SharePoint site for the team.
- Configure and setup e-mail accounts on user’s smart phone.
- Create building security badge for new hire.
- Train new hires on how to use the Dell laptop.
- Aided in complete office moves, monitored installation of user computers, and followed up on user concerns and issues post-move.
Senior Windows 7& Desktop Support Team Lead
Covance Inc.
Princeton, NJ
08.2013 - 09.2014
- Completed Windows 7 migration for more than 6000 users using SCCM 2012.
- Deployed applications via SCCM 2012 and resolved issues preventing successful application push.
- Delivered 2nd and 3rd level desk-side support post-migration to ensure user satisfaction and system functionality.
- Performed advance troubleshooting on software and hardware.
- Built Windows 7 laptops/desktops using SCCM.
- Traveled internationally and domestically to complete the Windows 7 migration.
- BitLocker locker all the machines before they are deployed to the end user.
- Recovered and restored user’s data after the migration.
- Conducted training sessions for staff to improve technical skills and enhance operational efficiency.
- Created documents for the Windows 7 migration team and upload to SharePoint 2010.
Team Lead – Operation
Church & Dwight Co
Princeton, NJ
07.2012 - 08.2013
- Supported end users with hardware, software, applications, LAN components, and peripherals, ensuring seamless operation.
- Carried out on-site analysis, identification, and resolution of difficult desktop problems for end users.
- Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software.
- Managed and maintained user accounts in Active Directory, facilitating secure access and user management.
- Configured Citrix XenApp on clients' desktop/laptops.
- Troubleshoot connectivity, hardware, account, on Blackberry’s.
- Oversaw daily and weekly data backups for the organization, ensuring secure offsite storage of data tapes.
Tier II Desktop Support Analyst
Johnson & Johnson
Skillman, NJ
04.2012 - 07.2012
- Delivered end user support by troubleshooting hardware, software, network connectivity, and application issues, enhancing user experience with MS Office/Outlook and site-specific applications.
- Resolved daily trouble tickets in Remedy ticketing application, ensuring timely solutions for user issues.
- Troubleshooting: Printer Queue, Remote Access, Wireless, Active Directory – users and workstation accounts.
- Install, move, add, changes (IMAC) with MS Office/Outlook Windows Vista, XP, Windows 7.
- Set up PKI Tokens for remote access.
- Setup PKI Tokens for remote access.
- Add/ Remove computers from the domain in Active Directory.
- Restored user access by resetting domain accounts in Active Directory, facilitating smooth operations for all users.
- Resolved issue using remote tool/software.
Tier II Technical Support Engineer
Imclone Systems
Branchburg, NJ
11.2010 - 04.2012
- Provided day-to-day technical customer support to employees for internal desktop & laptop systems software and hardware and network infrastructure.
- Used technical knowledge to determine computer problem over the phone assist customer in solving their problems for Windows for workgroup, Windows XP & 7 Software Applications and all hardware.
- Install, configure and troubleshoot desktop systems, workstations, and network.
- Followed up with customers to ensure resolution of technical support issues.
- Delivered on-site technical support to clients, resolving network issues efficiently.
- Resolved day-to-day network related troubled tickets.
- Set up Cisco VPN on user laptop.
- Configured and troubleshot network printers.
- Troubleshot connectivity, hardware, and account issues on Blackberry, iPhone, and iPad.
- Installed software using SCCM.
- Imaged HP laptops/Desktops using Symantec ghost.
- Installed special software applications for doctors and scientists on desktops and laptops.
- Setup and remove desktop and laptops for new hire and term employee.
- Configured and supported RF devices & Access points.
- Coordinated WebEx video and audio meetings for team collaboration.
- Managed the addition and removal of domain accounts for users.
- Executed account resets in Active Directory to maintain user access.
Education
CompTIA A+ -
01-2009
MCP -
01-2001
High School Diploma -
Comp-u-Learn
Edison, New Jersey01-1993
Computer Science
Middlesex County College
Skills
- Windows installation
- Windows configuration
- Desktop operating systems
- Network operating systems
- Active Directory management
- User and group account management
- Printer configuration
- Network troubleshooting
- Troubleshooting
- Issue resolution
- Complex issue analysis
- Customer support
- Technical guidance
- User engagement
- Collaboration techniques
- Project management
- Operating systems knowledge
- Peripheral management
- Communication skills
Timeline
Windows 10 Migration/Desktop Support Tech
Everestre
07.2019 - Current
Desktop Support Tech
L’Oreal USA
02.2018 - 04.2019
Senior Desktop Support Tech
Light Speed Research LLC
09.2014 - 01.2018
Senior Windows 7& Desktop Support Team Lead
Covance Inc.
08.2013 - 09.2014
Team Lead – Operation
Church & Dwight Co
07.2012 - 08.2013
Tier II Desktop Support Analyst
Johnson & Johnson
04.2012 - 07.2012
Tier II Technical Support Engineer
Imclone Systems
11.2010 - 04.2012
CompTIA A+ -
MCP -
High School Diploma -
Comp-u-Learn
Computer Science
Middlesex County College
Education Certifications
- High School Diploma, Comp-u-Learn, Edison, NJ, 06/93
- Training in Windows 95, NT 4.0, Comp-u-Learn, 05/96
- Computer Science, Middlesex County College, 35
- MCP, 01/01
- CompTIA A+, 01/09