Amit Mathur

IT Responsibility’s:

• Created help desk tickets, troubleshot and resolved desktop issues
• Provided technical support to [2000] clients
• Determined hardware and network system issues using proactive troubleshooting techniques
• Managed backup and recovery of valuable data assets to safeguard availability and comply with applicable regulations
• Maintained and operated AV equipment for use during internal presentations and client-facing events
• Prepared new computers and mobile devices according to internal policies on standardized software and security deployments
• Delivered onsite technical support for [2000] employees
• Updated and modified [Symantec Antivirus ] to maintain required performance metrics and safeguard against security flaws
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
• Used ticketing systems to manage and process support actions and requests
• Assisted customers in identifying issues and explained solutions to restore service and functionality
• Built and maintained internal knowledge bases for support products to expand available feedback and performance data
• Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff
• Integrated Salesforce CRM and other customer relationship management software into support operations
• Collaborated with supervisors to escalate and address customer inquiries or technical issues
• Loaded software, granted permissions and configured hardware for new employees as part of onboarding process
• Monitored systems in operation and input commands to troubleshoot areas
• Identified potential sales and cross-selling opportunities in course of delivery of support services
• Evaluated and responded to incoming sales leads and requests for technical support assistance
• Documented all transactions and support interactions in system for future reference and addition to knowledge base
• Submitted service tickets for equipment maintenance requests

Electronic Security Skills:
Planning and commissioning of electronic security Surveillance equipment's (Analog Camera, IP camera, PTZ Camera, NPR Camera, Access Control, Boom Barriers Bio-Metric Devices, Smart classes Etc.)

• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
• 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
• Analyzed hardware issues to identify troubleshooting methods needed for quick remediation
• Performed server backups and changed and replaced backup tapes daily
• Devised solutions to operations issues related to hardware and software, working closely via phone, email, live chat and web teleconference
• Retained existing clients and developed [1000+] new accounts by extending high quality and efficient support service
• Configured hardware, devices and software to set up work stations for employees
• Patched software and installed new versions to eliminate security problems and protect data
• Removed malware, ransomware and other threats from laptops and desktop systems
• Collaborated with vendors to locate replacement components and resolve advanced problems
• Helped streamline repair processes and update procedures for support action consistency

• Established new IT workshop at UNMIS/UNMISS in Dec. 2006 with new plan and SOP created by me.
• Provide and improve efficient IT Customer Support Services (CITS Support)
• Provide basic technical support on relevant software systems applications, especially in UN standard products such as Lotus Notes. Deployment of IT Projects planned by IT Helpdesk Unit and/or by other IT Units. Provide LAN Network Support according to Network Management Unit (NMU) Guidelines, assisting server management unit to implement virus control strategy. Provide lotus Notes first level applications support according to ASDU (Application Support and Development Unit) Guidelines. Provided Mac Support to UNMIS Finance and UN NEWS Section (PIO) which includes in house maintenance and software installation in Mac Book and Mac PC. Maintenance of all IT equipment including desktop computers, laptops, printers, Plotters scanners, servers etc in IT workshop. Installation of IP cameras in all sections where surveillance needed.
• Configured hardware, devices and software to set up work stations for employees
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
• Monitored systems in operation and input commands to troubleshoot areas
• Removed malware, ransomware and other threats from laptops and desktop systems
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
• Explained technical information in clear terms to non-technical individuals to promote better understanding
• Collaborated with vendors to locate replacement components and resolve advanced problems
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
• Helped streamline repair processes and update procedures for support action consistency

• Providing CIT service support to clients.
• Working Experience: 20 + Years Working as senior Technical Consultant at Global IT Services and Solutions, Agra from Jan 2013 to Nov 2018.
• Major Responsibility’s: Responsible for new installations, support and maintenance of all Brands’ computers, printers, and peripheral equipment.
• Configured, installed, monitored and maintained IT user’s desktop software and hardware both for on site and mobile workforce.
• Provided consultation to IT users for all aspects of end-user computing and desktop-based LAN systems software.
• Provided site-related support for network technical problems and performance issues.
• Infrastructure support to bank clients with Structured Cabling, Switch Rack Installations and server Racks Installations.
• Installation and Maintenance of Passbook Printing Kiosk’s for Banks.
• Implementation and commissioning of Electronic Security Surveillance system (CCTV’s, VDP’s, Fire Alarm Systems, Epabx Systems, Boom Barriers, Boundary wall protection, Bio Metric/RF Access Control Systems, Mobile Signal Boosters) at client end with all big and small projects which includes Indian Army, Indian Air Force, UP Police with city surveillance system with one and multiple monitoring points, Banks, Schools, Malls, Showrooms and other offices.
• Guidance to all technicians to implement project with all standards which includes safety and quality.
• Leading team of technicians to handling all Annual maintenance contracts for company for It Support and Electronic Security support.
• Improved operations through consistent hard work and dedication
• Offered friendly and efficient service to all customers, handled challenging situations with ease
• Worked closely with support Tech. to maintain optimum levels of communication to effectively and efficiently complete projects
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
• Used Microsoft Word and other software tools to create documents and other communications
• Participated in team-building activities to enhance working relationships
• Supervised work of contracted employees to keep on task for timely completion
• Handled 100+ calls per day to address customer inquiries and concerns
• Demonstrated respect, friendliness and willingness to help wherever needed
• Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
• Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment