Arshad Javed

ITIL and MCSA certified  working as an IT technicion with more than 7 years of Experience  in Windows Desktop troubleshooting. 

Provide day-to-day Desktop and User management support to Convergys internal employees, including both Admin as well as Production users on phone or through remote control software (RDP,SCCM and Bomgar support client).
Providing tier 2 support on Incidents created by internal users of the Convergys or escalated by Helpdesk(Tier 1).
Create and manage user accounts/groups and their access levels in 2008 ADUC.
Provide and remove access to network share drives, F5 VPN, Distribution List.
Create and manage mailbox account with proper approvals from administration.
Installation and support of Commercial off the Shelf software like MS Office, MS Project, Visio, Adobe pro plus, Adobe creative cloud etc.
Support various Remote Access / VPN related issues and configuration of VPN client for all regions.
Support for Citrix and VMware related issues. This involves Creating and deploying new VDI Desktops in vSphere 4.1 for Work At Home Staff & maintaining and troubleshooting on any issues.
Provide internal support  to other Central teams including CSD , CSR and Home agent support on need basis
Responsible for monitoring, operating, managing, troubleshooting and restoring to
service any terminal service client, personal computers (PC) or notebooks that has
authorized access to the network
When the restoration is beyond the scope of the computers, laptops, printers and
any other authorised peripheral equipment the Desktop Support Engineers will
escalate the issue/problem to proper tier 3 support team member
Develop trends by monitoring and analysing incoming calls, problems and support
Requests

Microsoft Certified Service Administrator and ITIL foundation