Rajen Shah
Itasca,IL
Summary
Results-driven technical support professional with over 12 years of expertise in designing, installing, maintaining, and repairing hardware, database applications, software peripherals, and networks. Proficient in administering Exchange and Windows platforms, with a strong ability to troubleshoot complex issues and optimize system performance. Committed to delivering exceptional customer service while implementing innovative solutions that enhance operational efficiency. Proven track record of fostering collaborative relationships with clients and team members to achieve organizational goals.
Overview
31
31
years of professional experience
1
1
Certification
Work History
IT Analyst and System Engineer
Fresh Express
09.2024 - Current
- Assess the need for and implement performance upgrades for computers and laptops
- Perform system administration functions, set up network user accounts/ permissions, reset passwords, and administered group policies via DRA and Active Directory, apply security patches and updates via SCCM.
- Remote work on merchants POS using LogMeIn and Join. ME remote software utilities
- On-site request of software downloads, run verification and testing procedures, and communicate status, escalations, and call closure to the Deployment Support Team
- Install, configure, test, maintain, monitor and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
- Assisting with user access requests and user account maintenance
- Troubleshooting and resolving Active Directory related issues.
NOC support Engineer
Korn and Ferry (Crate and Barrel)
03.2022 - 09.2024
- Managed MIS operations
- Utilized i-Series AS400 to maintain batch, interactive and spooled environment
- Automate and submit nightly job submissions utilizing Control-M and Native Job Scheduler
- Responsible for reporting errors to Level 2 software support
- Provided first level support to end users, stores for POS systems, hardware and telecom issues.
- Support Citrix Teams on Virtual Setups, configurations & maintenance using Windows servers and workstations.
- Experience with change and problem management, major incident handling.
- Maintaining Active Directory infrastructure, including user accounts, security groups, and organizational units.
VM Administrator and Help Desk Analyst II
Abbvie
12.2019 - 08.2024
- Trained over 3,000 users on VMware Systems both remotely from Abbvie Corporate office onsite with our clients.
- Support Citrix Teams on Virtual Setups, configurations & maintenance using Windows servers and workstations.
- Required to reload base images on PC’s; Lead/participate in Hardware & Software deployments; Follow Hardware and Software procurement usage guidelines; management of printing problems and network printers.
- Responsible for all work in progress assigned to ensure completion of tasks and proper communications with clients; provide on-call level-2 support; reconcile client demand for services with available resources; record all support activities for proper measurement of work performed.
Desktop Technician
Pepsico
05.2015 - 11.2019
- Migrating data from legacy Windows 7 machines to new Windows 10 machines and installing software
- Upgrade Windows PCs to Windows10 as well as to re-image and install Windows 10 on new PCs utilizing Microsoft System Center Configuration Manager (SCCM)
- Troubleshoot hardware, software and LAN issues related to Windows 7, Windows 10 and Office 365
- Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness and timeliness
- Workstation Image building, configuration and deployment
Desktop Support Technician
Kraft Foods
09.2013 - 09.2015
- Assess the need for and implement performance upgrades for computers and laptops
- Perform network administration functions, set up network user accounts/ permissions, reset passwords, and administered group policies via DRA and Active Directory
- Remote work on merchants POS using LogMeIn and Join. ME remote software utilities
- On-site request of software downloads, run verification and testing procedures, and communicate status, escalations, and call closure to the Deployment Support Team
- Install, configure, test, maintain, monitor and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels
- Assisted in the deployment of new hardware and software, ensuring minimal impact on end-users during transitions.
- Learned and implemented new software testing procedures.
- Utilized remote desktop tools effectively for off-site troubleshooting assistance when required.
- Ensured seamless connectivity between devices by administering various networking components such as switches, routers, firewalls, and wireless access points.
Packaging Laboratory and pilot plant coordinator
Kraft Foods
04.2005 - 09.2013
- Performs package testing as requested by Kraft engineering staff in areas of Distribution Simulation, Physical Properties, Dimensional Analysis, Problem Resolution and Leak Detection. Skilled in operation of a wide variety of test equipment.
- Trains others in use of lab equipment.
- Trained in various safe practices including forklift operation.
- Documents test results in organized and professional manner.
- Performs test procedures with care, cleanliness, precision and accuracy.
- Sets up test procedures including design, construction and assembly of fixturing as needed per ASTM, TAPPI, and Kraft Standard Operating Procedures.
- Take Factory acceptance test of different equipment like PLC based fillers, slicers, dryers conveyors, pouch making machines.
- Responsible for write protocols for cleaning, operating equipment procedure as per FDA.
Plant Maintenance Technician
Nyco Products
07.2004 - 03.2005
- Provided maintenance of boilers, compressors, high-speed packaging machines, mixers, and air conditioning units, labeling machines, palletizer and cap sealers
- Performed quality assurance and in-process control of products during manufacturing
- Trained others in safe operation of the different liquid gravity fillers, and labeling machines (Auto and Semi-automatic)
Production Supervisor
Neil Labs
07.2000 - 04.2004
- Provided maintenance for several presses, encapsulation machine, coating machines, blister packaging and a wide variety of other systems
- Performed quality assurance and in-process control of products during manufacturing.
- Maintained record of activities
- Performed in-process validation procedures
- Additional duties included production planning / control, budgeting, material resource planning and procurement, warehousing and inventory control and training of operating personnel
Plant Maintenance and Production Engineer
Amul Dairy
10.1994 - 06.2000
- Commissioned, programmed, operated and maintained PLC based Modicon and Rovema pouch systems and a wide variety of other sophisticated systems
- Performed the maintenance and troubleshooting of variable frequency drive based 2 stage homo-genies M/C high pressure pumps and natural gas and oil fired burner and air heaters
- Maintained 24-volt DC operated pneumatic actuators, pneumatic and motorized dampers
Education
Bachelor of Science - Mechanical Engineering
Sardar Patel University
01.1994
Skills
- Experience with various operating systems including Windows and OSX
- Proficient in managing Windows Server environments
- Intune and SCCM administration
- Experience with helpdesk tools: Manage Engine, Dell KACE, Service Now, and Jira
- Proficient in various encryption methods including BitLocker, PGP, and Dell Encryption
- Technical support for antivirus solutions
- Network device configuration: Cisco, SonicWALL, and Cyberoam
- Experienced with Office 365 applications
- Collaboration platform administration
- Audio-visual conferencing expertise
- IT support: Technical problem resolution
- Experience with remote assistance software
Certification
- A+, MCP, CCNA
- MCSA continue
- CCNP continue
Timeline
IT Analyst and System Engineer
Fresh Express
09.2024 - Current
NOC support Engineer
Korn and Ferry (Crate and Barrel)
03.2022 - 09.2024
VM Administrator and Help Desk Analyst II
Abbvie
12.2019 - 08.2024
Desktop Technician
Pepsico
05.2015 - 11.2019
Desktop Support Technician
Kraft Foods
09.2013 - 09.2015
Packaging Laboratory and pilot plant coordinator
Kraft Foods
04.2005 - 09.2013
Plant Maintenance Technician
Nyco Products
07.2004 - 03.2005
Production Supervisor
Neil Labs
07.2000 - 04.2004
Plant Maintenance and Production Engineer
Amul Dairy
10.1994 - 06.2000
Bachelor of Science - Mechanical Engineering
Sardar Patel University