Brijesh Panchigar

Summary

One of the Pioneers to Assist in creating/developing a 'Helpdesk/Support Center' for the company

Work History

Work History
Jun 2009 - Present

Technical Support Analyst, Tech II

SIGMAnet

AD/Exchange/BES:

¨Procurement/Deployment for Blackberry, smartphones for end users

¨BES activation, add/delete/modify user accounts - AD/Exchange administration; create new DL, accounts, mailboxes, etc.

¨Assist users to setup Exchange email accounts on both Blackberry & Smartphones

Laptops/Desktops/Printers - On-site Desktop support:

¨Provided onsite Desktop support in-house and at client location

¨Provided onsite support for printers, install toner and troubleshoot connectivity issues

¨Re-imaging and deploying of new/used equipment and installing systems for new users

¨Setup/create new Exchange profiles for new users in MS Outlook and Lotus Notes

¨Providing support/training of in house apps/software to new hires

¨Provided online and onsite support to users, Tier1 and Tier2 level technical support for AD/Exchange, BES, FTP, vpn accounts and Print Server- via emails, phones and through remote access

Technical Support:

¨Setup/Configure - Cisco WebEx, WebEx meeting, Meeting place accounts, Cisco desk phones and install softphones on laptops

¨Voluminous knowledge of general troubleshooting of computer hardware, software & computer networking

¨Tremendous and varied experience as a good Technical Support analyst

¨Proficiency in attending troubleshooting calls and providing quick solutions

¨Administration for PBX and Cisco call manager

¨Administer security FOB/badge for facility access

¨Login tickets in ticketing systems such as Kaseya and Connectwise

Web & Processes:

¨Created/designed and managed SharePoint portal page for department

¨Created technical processes and workflow for the team and other departments.

Apr 2009 - Jun 2009

Desktop Support Analyst

Westwood One - Metro Networks

¨Provided functional and technical support, troubleshooting and diagnosing hardware and software problems, including desktop, laptop and remote systems.

¨Logged Work detail and problem resolutions into Helpstar v.2008 Ticketing system.

¨Expertly installed, configured, monitored and troubleshot PC's and related hardware on all Windows OS platforms.

¨Blackberry support, install/synch Blackberry Desktop Manager and troubleshoot device issues

¨Performed diagnostic testing on PC equipment and made sure they were up and running at all times.

¨Resolved Windows and Internet Explorer issues on desktop and laptop.

¨Identified and removed computer viruses

¨Installed, configured (using imaging software), maintained and troubleshot applications.

¨Setup/Install & Diagnose MS Office 2003 and configure MS Outlook as the email client.

¨Provided Remote desktop support to over 100 employees using Ultra VNC.

Aug 2008 - Mar 2009

Helpdesk Analyst

Kaiser Permanante

¨Initial point of contact for all of Kaiser Employees in an Enterprise Helpdesk environment.

¨Answering over 90+ calls and emails daily.

¨Provided immediate analysis and use analytical skills to interpret, troubleshoot, diagnose and resolve routine hardware, software, IBM/Unisys mainframe and network connectivity problems.

¨Utilized system software and technical tools such as Tivoli – Remote control, Windows, Active Directory, IBM/Unisys, Unix and Mainframe to reset passwords, unlock sessions, reset terminals and printers.

¨Documented all troubleshooting steps, analysis and actions taken in Remedy and ensure that all tickets are updated with accurate and detailed information until problem resolution and customer satisfaction.

¨Assisted remote user to install/configure and connect via VPN

Oct 2005 - Jul 2008

Helpdesk Analyst

Los Angeles County - Internal Services Dept

¨Functioned as the customer’s single point of contact and provide accurate solutions to customers from various County Depts. like Fire, Probation, Mental Health, Health Services, Superior Cts etc.

¨Provided immediate analysis and use analytical skills to interpret, troubleshoot, diagnose and resolve routine hardware, software, IBM/Unisys mainframe and network connectivity problems.

¨Utilized system software and technical tools such as Novell, Windows, Active Directory, IBM/Unisys,Unix and Mainframe to reset passwords, unlock sessions, reset terminals and printers.

¨Documented all troubleshooting steps, analysis and actions taken in the Peregrine Problem Tracking System tickets and ensure that all tickets are updated with accurate and detailed information until problem resolution and customer satisfaction.

¨Assisted remote user to install/configure and connect via VPN.

¨Stopped and started terminals/printers/transactions and send print test via IMSB system.

¨Initiated security administration by resetting passwords. Reviewing user status/logs and enabling

Secure ID Pins for user system access to the internet, email, VPN & other Web applications.

¨Troubleshoot routine desktop and software issues for MS Office applications, Email and Internet browsers, Windows-based operating systems and specialized applications by providing navigational instructions, checking configuration and settings and researching system error codes.Follow troubleshooting and diagnostic procedures to isolate issues with hardware devices.

¨Assisted in creating/updating online 'Knowledge Center' which will be utilized by other Help Desk

analyst to resolve more common problems.

¨Consulted with the Network Control Center to resolve connectivity and performance issues through the LANET and EN for ISD and other County Departments, as well as Orange County and San Diego County.

Jul 2005 - Aug 2005

Helpdesk Analyst

WMC Direct, (GE Consumer Finance, Co)

¨Unlocked\Reset user passwords using Active Directory

¨Reset user sessions in Citrix

¨Troubleshot applications & add/map printers, shared drives on users computer via ‘PC Anywhere’

¨Provided phone support, answered 35-40 calls per day, logged all calls & escalated tickets as needed

Jun 2005 - Jul 2005

Technical Support Analyst

Disney - Disney Consumer Products

¨Assisted clients with any login issues

¨Setup access to DisneyConsumerProducts website for new clients

¨Used Service Center to troubleshoot/escalate tickets

¨Maintained/Updated list of all Licensee in spreadsheet format

¨Granted existing users appropriate access/permissions for different DisneyConsumerProducts

¨Supported clients via email for any helpdesk issues

Dec 2003 - Jun 2005

Helpdesk Analyst

Countrywide Home Loans

¨Supported over 2100 users just at West Hills, plus remote callers and branch users

¨On an average, answered over 20 phone calls, plus emails and about 15-20 web based request

¨Provided password maintenance. Including unlocking or changing

¨Did Network id creations for new employees

¨Granted permissions/Revisions to User Applications and keep a daily log of it

¨Remotely access client workstations to install/troubleshoot applications, add/map printers & shared drives

¨Helped prepare Training Manual for the Dept - Submit KO’s (Knowledge Offers/FAQ’s)

¨Used Remedy to login Ticket request

¨Logged in Telecom request in Quintus eContact Suite

¨Used various Apps; SMS, Gems, Lotus Notes, NetIq, RTS, Remedy, Quintus, Snag It

Aug 2002 - Nov 2003

Tech Support Analyst

Arm Computer Inc

¨Supported End Users and Resellers,30-40 calls per day and emails

¨Provided detailed technical support on Windows 98/Me/ 2000 & XP systems via phone, fax or Email

¨Tracked customer support information using Heat, customer contact information software.

¨Helped establish the companies Intranet site by preparing FAQ’s for newer model notebooks.

¨Assembled Test and Evaluate new notebook models.

¨Supported customers with technical problems using e-Assistant, Online Technical Support Program.

¨Evaluated/Repaired - Sales Order Systems returned for repair.

Education

Education