Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Work Availability
Software
Awards
AdministrativeAssistant
Hetal Desai

Hetal Desai

Lawrenceville

Summary

To obtain a position as an IT Desktop Support Technician in a dynamic organization where my technical skills, knowledge, and experience will be utilized to their fullest potential.

I am a skilled and knowledgeable IT professional with over 10 Years of experience in providing desktop support to end-users. I am adept at troubleshooting hardware and software issues, managing system backups, and installing and configuring software and hardware components. I am also experienced in providing excellent customer service, communicating effectively with users at all levels, and collaborating with other IT professionals to resolve complex technical issues.

Overview

13
13
years of professional experience
1
1
Certificate

Work History

Endpoint Specialist - Digital Solutions

American Cancer Society
06.2023 - Current
  • Build and set up the user’s machine
  • Part of the Apple Device support team
  • Build how-to instructions for helpdesk on basic troubleshooting on Mac
  • 2L support for Mac devices working with the JAFM portal and Intune to enroll devices
  • Assist users with logging in to their new machine and troubleshoot various issues like Audio, Docking station, multiple monitor connection, and VPN
  • Assist users with transferring data from their old machine to the new one using various tools like Ivanti
  • Deploy/push missing software to the user’s new refresh machine with Ivanti
  • Test New Devices Apple, Microsoft, and Lenovo as needed

IT Desktop Support Technician

Wipro Supporting Honeywell
10.2022 - 05.2023
  • Provided technical support to end-users, troubleshooting hardware and software issues by managing ServiceNow Queues
  • Managed system backups and performed software and hardware upgrades
  • Installed and configured software and hardware components
  • Collaborated with other IT professionals to resolve complex technical issues
  • Communicated effectively with users at all levels, providing excellent customer service
  • Maintained detailed documentation of all technical support activities

Help Desk Team Lead

Daher Aerospace
04.2022 - 09.2022
  • Provided 2nd Tear technical support to end-users, troubleshooting hardware and software issues on PC as well as IOS and Android Devices
  • Mange Resources like Imaging Server, PC and Printer inventory
  • Work with Ivison MSP Provider to set up Helpdesk for US territory

Lead Desktop Support Engineer

Tire Hub
01.2019 - 03.2022
  • Primary Job duties to provide White glove technical support to Company Leadership Teams
  • Work with Presidio MSP to troubleshoot the various hardware & software issues
  • Manage printers on the print server and work with the xerox support Teams on technical issue with printers for the Organization
  • Organizations Primary support for Apple MAC Support
  • Supporting MAC hardware and software
  • Work with Apple to fix versious hardware issues
  • Deploying images and installing software’s on Apple Devices

2nd Tear Desktop Support Engineer

American Cancer Society
03.2012 - 01.2019
  • Install and Configure Software, and setup Printers
  • Remote into the user computer using remote tools like Bomgar and Microsoft Remote Desktop to fix various software issues, push software updates and install patches and software to Mac OS
  • Reset the user's password using the active directory, join the workstation to the domain and add a user to OU
  • Map user printers and network drives
  • Fix user Computer hardware and software issues by acknowledging the tickets system (isupport switch over to LANDesk ticketing system)
  • Install, update and troubleshoot Mac OS X on Apple hardware product line and join them to the domain
  • Install and configure VPN
  • Install Virtual Machine (parallel) install windows in parallel and configure

Education

High School Diploma -

LUMPKIN COUNTY HIGH SCHOOL
Lumpkin County, GA

Associate degree - Multimedia Programmer

GWINNETT TECHNICAL COLLEGE
Lawrenceville, GA

Skills

  • Windows operating systems

  • Mac operating systems

  • Active Directory

  • Microsoft Exchange

  • Office 365

  • SCCM, MDT and ITIL foundation

  • Diagnosing hardware Software issues

  • Desktop/Laptop imaging for refresh project

  • Deployment of IOS and Android devices

  • White Glove Customer service for VIP users

  • Communication skills

  • Working independently

  • Team environment

  • Analytical skills

  • Problem-solving skills

Accomplishments

    Successfully configure and deploy 2000 machines for a company wide refresh in 2023/24 for American Cancer Society.

    Receiving nominee award in 2018 from HDI as the best desktop support technician of the year.

Certification

Dell Certified Repair Technician, 01/01/23

Languages

Hindi

Timeline

Endpoint Specialist - Digital Solutions

American Cancer Society
06.2023 - Current

IT Desktop Support Technician

Wipro Supporting Honeywell
10.2022 - 05.2023

Help Desk Team Lead

Daher Aerospace
04.2022 - 09.2022

Lead Desktop Support Engineer

Tire Hub
01.2019 - 03.2022

2nd Tear Desktop Support Engineer

American Cancer Society
03.2012 - 01.2019

Associate degree - Multimedia Programmer

GWINNETT TECHNICAL COLLEGE

High School Diploma -

LUMPKIN COUNTY HIGH SCHOOL

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software

MS Office 365

Adobe Creative Cloude

Apple Pro Apps

Awards

Receive a nominee award in 2018 from HDI for best desktop support technician

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