Summary
Overview
Work History
Education
Skills
Timeline
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LELA RAGOBIR

IT Professional
Chesterfield,VA

Summary

Tech-savvy Support Analyst possessing excellent troubleshooting skills for Windows, Linux and Mac platforms. Offering 20+ years of experience configuring, installing and maintaining computer and telephone systems. Well-versed in efficiently resolving issues and tickets with highest standard of service and support.

Overview

14
14
years of professional experience
1
1
year of post-secondary education

Work History

IT Support Specialist

Gerdau Ameristeel
Petersburg, VA
04.2019 - Current
  • Troubleshoot all issues with laptops, desktops, printers, scanners and IP phones onsite and remotely
  • Responsible for imaging and setup/configuration of laptop and desktops
  • Monitor ServiceNow queue, resolve tickets in a timely manner and ensure tickets are properly updated with steps taken that resulted in resolution or escalation
  • Provide support to users on critical applications and work with SMEs to resolve issues
  • Work with network team to resolve network issues at local sites including installing switches, IP Phones, and troubleshooting network connectivity
  • Work with infrastructure team to install and resolve issues with wireless networks, access points and other wireless devices
  • Offered new customers training to reduce frustration and improve customer satisfaction
  • Responded to faults in both LAN and WAN networks to rapidly restore connectivity and prevent unnecessary downtimes
  • Deliver onsite technical support for 300+ employees
  • Key Accomplishments
  • Completed Windows 10 upgrade on over 300 devices
  • Completed Bitlocker encryption for over 60 laptops
  • Completed installation and cutover of 10 Cisco switches

Systems Support Specialist

CoStar Group Inc
Richmond, VA
01.2017 - 06.2018
  • Managed the deployment, maintenance, support and upgrade of desktop PC's, hardware software, operating systems and printers
  • Performed system administration of users account via Active Directory (add/modify user accounts and rights)
  • Performed basic Exchange account administration (increase mailbox quota, create distribution lists and enable mobile access.)
  • Participated in a telephone support rotation providing support to users in offices across the US via remote assistance tools
  • Documents problems and solutions in the Service Desk ticketing system
  • Researched and resolved problems on workstation and LAN, including IP resolution, cabling problems and peripheral malfunctions
  • Liaison between Service Desk and other IT groups for application and network problem resolution
  • Provided video conference administration and support
  • Supported local telecomm system
  • Key Accomplishments:
  • Part of team that completed setup and configuration of over 550 users in new office
  • Team lead for completing laptop migration for 300 remote users

LAN Administrator

Information Innovators Inc
Fort Lee, VA
04.2016 - 06.2016
  • Monitored ticketing system and respond to assigned trouble request
  • Provided both onsite and remote desktop assistance to identify and repair hardware and software issues
  • Troubleshoot Microsoft Outlook Exchange issues
  • Troubleshoot network connectivity for PC, laptops, tablets and printers
  • Created request for service support from internal/external service providers
  • Performed data restoration and migration
  • Performed software updates/upgrades
  • Performed PC imaging and hard drive wiping
  • Network management
  • Configured networks for smooth, reliable operation to meet business processes and objectives

Systems Administrator

Pomeroy IT Solutions Inc
Jamaica, NY
06.2007 - 08.2015

Education

Bachelor of Science - Management Information Systems

SUNY Empire State College
09.2007 - 01.2009

AWS Certified Cloud Practitioner, AWS Certified Solutions Architect, ITIL Foundation, MCSA - undefined

CompTIA Security+CE, CompTIA Network+, CompTIA A - undefined

Skills

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Timeline

IT Support Specialist

Gerdau Ameristeel
04.2019 - Current

Systems Support Specialist

CoStar Group Inc
01.2017 - 06.2018

LAN Administrator

Information Innovators Inc
04.2016 - 06.2016

Bachelor of Science - Management Information Systems

SUNY Empire State College
09.2007 - 01.2009

Systems Administrator

Pomeroy IT Solutions Inc
06.2007 - 08.2015

AWS Certified Cloud Practitioner, AWS Certified Solutions Architect, ITIL Foundation, MCSA - undefined

CompTIA Security+CE, CompTIA Network+, CompTIA A - undefined

LELA RAGOBIRIT Professional