Elizabeth Bennett

15th Lane Avenue, Near New church, Georgina

Home: 00658-21589-98754
Cell: 00125-4587-9685
Email: bennet.elizabeth@hyt.co.in

Career Profile:
A skilled, qualified and talented information technology professional with more
than six years of experience in network support and PC. Looking for a position in
help desk administration to utilize my knowledge and experience in a well
organized environment.

Professional strengths:

 In-depth knowledge of IT education and training

 Ability to identify and resolve complex issues
 Excellent communication and project management skills
 Familiar with PC systems and networks
 Ability to handle multiple tasks
 Possess good organizational and management knowledge
 Goal oriented and ability to work under pressure

Technical proficiency:

 Microsoft Word, Excel, Visio and Work perfect

 HTML, Q basics, C, C+ and C++
 NTFS security, DNS, DHCP, OSI, LAN, TCP/IP, WINS, cabling and Ethernet
 In-depth knowledge of repairing and assembling PC
 Knowledge of Windows 98, Windows 2000, Windows ME and XP
Professional Experience:

Leon Software and Business solutions, Georgina

20XX till date
Network Administrator

 Handled the tasks of installing operating systems in major laboratory

environments
 Administered and installed Windows 2000 professional and configured
NTFS
 Performed the tasks of troubleshooting basic Ethernet 10 Base-T and
created subnet
 Launched network connection wizard by using network and dial
connections
 Handled the tasks of configuring WINS, DNS, TCP/IP and DHCP
 Responsible for preparing audit policy like privilege use auditing and
accounts management
 Monitored and maintained driver signing by utilizing file signature
verification

AVL Talentica Software, Georgina

Software Administrator
20XX to 20XX

 Responsible for upgrading and installing RAM, hard drives, boards and
modems for laptops and PCs
 Reassembled and dissembled CPU
 Upgraded and installed software applications, operating systems, anti
viruses, drivers and security software
 Formatted, debugged and partitioned basic operating systems
 Handled the tasks of creating access database for ISP that gives accurate
information on product and payments
 Handled the tasks of collecting data and preparing instruction manuals for
technical projects
Belta Inc Co, Georgina
19XX to 20XX
Help desk support Administrator

 Configured, installed and maintained PC hardware and operating systems

from Windows XP to Windows 7
 Handled the tasks of tracking, documenting and monitoring minor and
major problems
 Responsible for supporting and installing all MS Office applications and
other software's
 Assisted in the administration of software and telephone switch equipment
 Performed tasks as required

Educational Summary:

 Bachelor of Science in computer, International Science College, Georgina

19XX
 Certified course in Help Desk Administration, ABS Centre, Georgina 19XX

Reference:
Available on requests

Job Description

Candidate will be responsible to provide planning, design,

implementation and operational support for the captive

centre’s Data Network Infrastructure. Troubleshoot and

resolve complex data network related issues. Perform

requirements analysis and develop hardware/software

solutions to meet the business requirements. Perform

installation of hardware and implementation of software

and review network management and monitoring tools.

May prepare and maintain operating procedures and

associated documentation. Help train and mentor junior

technicians

Candidate will also be responsible for:

Ensure Architecture Group guidelines and standards are followed

Plan and assist with the design of complex global data network

infrastructures.

Stay abreast of current technologies

Interface with Operating Companies to develop and implement

data solutions.

Work on complex problems and provide innovative suggestions for

solutions.

Identify inefficiencies and make suggestions for process improvements.

Collaborate with Command Centre resources and other network

engineering groups

Focus on teamwork and readily share information with others

Actively seek customer input and take responsibility for customer

situations if necessary

SKILLS
Knowledge with appropriate networks, products and protocols

(Cisco Networking)

Certification like CCNA / CCNP / CCSA.

Experience in Managing the MPLS Networks

Experience in Routing BGP, EIGRP, OSPF and RIP

Experience in VLAN and Switching

Experience in Remote Access VPN, GRE Tunnels

Experience in Managing the Wireless Networks

Basic knowledge about ITIL concepts is required

Experience on Incident and Task management tool.

Highly self motivated and directed;

Strong organizational, oral communication and project

management

skills.

Excellent attention to detail; Ability to effectively prioritize

and execute tasks in a high-pressure environment;

Experience working in a team-oriented, collaborative

environment; Experience working with, and presenting to,

senior management; Experience in leading others team in

the performance of information security duties.

Experience in working in an onsite-offshore model

*************************************

• Responds to telephone calls, email, web and assigned tickets

from users related to applications

• Respond to, and diagnose, problems through discussions with

users, including problem recognition, logs, resolution, and

follow-up steps.

• Escalate complex problem to appropriate support track

• Participate in on-going training and departmental development

• Routine maintenance updates with other IT staff and business

units

Skills, Experience and Qualification Required for the Position :

1. Education – Qualification – Diploma / Graduate Degree

2. Experience – 1 to 2+ year(s) experience.

The understating of Exchange Business and Candidates having

history of working with financial institutions would be an added

advantage.

3. Excellent problem solving / analytical skills and knowledge

of analytical tools

4. Basic exposure to application support – Java / .Net / C++

based applications

5. Understanding of Microsoft Office

6. Should have very strong communication skills and commitment

to quality service to end-users

************************************

Asset Tracking

MIS Reports - Daily/Weekly/Monthly

Ability to operate independently with minimal direction

Deep knowledge and experience with facility operations

Significant Vendor management skills

General administration

Facilities management

Safety and security management

Asset Tracking

MIS Reports - Daily/Weekly/Monthly

Vendor Management

Gathering and analyzing client needs

Resolving client queries

Vendor Management

Gathering and analyzing client needs

Resolving client queries

****************************

# Provide First - level Technical Support on basic operational

or maintenance of personal computers and /or peripherals

using available tools.

# Guide customer troubleshooting efforts to identify products

that have Customer Issues and issue service calls in accordance

with guidelines.

# Escalate problems when unable to resolve customer issues.

# Log and sufficiently document all contacts with customers in

designated tools.

# Identify and provide input on unique or recurring customer

problems.

# Be a champion of Dell specific tools, Customer Care Procedures.

Provide Dell Solution Network feedback at all times.

1) Should have excellent communication skills

2) Graduation is Must. Any Graduate / PG can Apply

3) Should be willing to work in Night Shifts (Fixed Shifts timinigs 6.30 pm to 3.30
am and Sat / Sun Offs) Semi Voice Process

4) Minimum 1 year experience in an international Technical Support / Help Desk

support environment is a must

5) Should have knowledge of Active Directory Suppport, Laptop and Desktop

Support, VPN, Wireless connectivity and Blackberry / PDA support

6) Home Pick and Drop provided. Office located in the center of the city

7) Great Salary and learning

This position will perform a variety of desktop computer systems support tasks and
respond appropriately to user requests and problems; perform initial problem analysis
and triage problems to IT technical staff when appropriate.  Will liaison with network
users and technical staff to communicate the status of problem resolution to network
users; log and track requests for assistance related to IT-supported systems; gather and
log appropriate demographic data related to each request.  Participate in the
preparation of procedure manuals and documentation for help desk use; make
recommendations for improvements to the desktop and network systems.  Assist in on-
site installation and support of desktop and network systems for users.  Provide remote
(telephone) support and light network and VPN problem resolution and support on call
duty shifts with company provided equipment.  Will perform light service maintenance
and other related duties incidental to the work described herein.

The IT Help Desk provides essential support for information technologies. Help
Desk staff work in a dynamic, fast-paced environment that requires flexibility with
hours. Help Desk personnel provide end user support over the phone, through
remote management and in-person to internal staff. MAC experience considered a
plus. Qualifications Functional Responsibility: Supports users of information
systems by handling user calls, researching complex problems and questions,
responding with answers or interventions, providing assistance, tracking calls,
analyzing call data for trends and common system problems, and evaluating the
quality of information systems through user-support call data. Customer Service
Focus: Help Desk staff is responsible for ensuring customer satisfaction in every
step of...

View full job description

Role Description
• Manage expectations of various stakeholders.
• Provide general oversight to and monitor the progress of all projects and
deliverables on specific parameters
• Accountable for implementing an ongoing educational process within the
organization to ensure performance improvements

• Responsible for improving key performance metrics including average age of

tickets, total number of tickets resolved by the Helpdesk

• Building relationships with regional IT teams to improve overall customer

experience

• Manage the performance of the team- hire, retain best talent and manage
aspirations of individuals

• Create and implement growth & development plans for the team

• Provide guidance and manage/mitigate Single Point of Failures for this function.
• Analyse relationships between several parts of a problem and recognizes more
subtle causal links to help recommend solutions within area of expertise to address
the problem.
• Continually look for ways to expand knowledge and skills within own and related
product / services / technology areas and share leanings with the team.
• Eye for detail - Peer reviews deliverables internally within the team, spot errors
and recommend solutions within area of expertise to correct them.
• Identifies opportunities to be creative in providing value added solutions within
area of expertise and shares learning's with the team and Voluntarily participates in
activities aimed at contributing to the team’s success
• Build relationships and check to ensure he/she is understood, and understands,
when working with customers from other cultures.
• Instil confidence and can be counted on to help and support team members in
meeting their commitments.
• Demonstrates the ability to balance individual and team priorities, lends a hand
when needed to complete shared goals.

Job Profile
This position will be responsible for leading a Helpdesk team which works out of 3
International locations. It will also be responsible for ensuring delivery of services,
maintain quality output, training, mentoring, performance management and driving
the needs of the team members globally.

Mandatory Skills
• Experience using Helpdesk Tools and ticketing systems such as Remedy,
SalesForce, Clarify.
• Clear understanding and experience dealing with Exchange Infrastructure.
• Clear understanding and experience dealing with Active directory Infrastructure.
• Clear understanding and experience dealing with BlackBerry, GoodLink and
windows mobile Infrastructure.
• Excellent written, verbal and presentation skills.
• Understanding of VPN technologies.
• Ability to troubleshoot windows based OS.
• Experience in Quality Audits, identifying and implementing Service
Improvement initiatives.
• Understanding of different methodologies like ITIL, Six Sigma etc.