Resourceful IT professional with demonstrated technical expertise supporting desktops in complex & time sensitive environments, delivering exceptional customer service with an ability to work on projects from concept to implementation

  • End user education: working with non-technical departmental admin users in rollout of new systems/technologies - training the trainer
  • Vendor relationship management
  • Represented IT on End user Steering Committee
  • Skilled in dealing with senior leadership (non-technical); explaining technical concepts/issues in meaningful business terms

Work History

Work History
Jan 1995 - Present

Desktop Support HELPDESK

1992 – Present – Desktop Support Specialist

Client facing engagements with various Hospitals, Educational, Physician & Law Offices (major projects listed)

Law Offices of Farhad Sethna, Akron, Ohio

Jan 2009-Sept 2009

  • Setup of multifunction print/scan device & related desktop configuration
  • Desktop security using PGP
  • VPN client setup/support for Windows & Mac
  • Automation of accounting system using QuickBooks 2009. Setup of scanner for online check deposits, bill payment and banking transaction downloads
  • Setup/support of blog & website
  • Setup of Network Storage

Palm Valley Church, Mission, Texas

Jan 2008-Dec 2008

  • Supported a mixed (Windows & Mac) environment that used web delivered (Citrix) applications using VPN connectivity over the Internet

Partial Summary of other work performed

Nov 2002- Dec 2007

Zapata Independent School District – cabling plant layout/documentation

University of Texas – Pan American – assisted in transition from old to new facility

Doctors’ Hospital of Laredo – assisted in transition from old to new facility

Psychiatric Associates – desktop, application, disaster recovery & server support

Northwest Texas Health System – network documentation

Lakeside Behavioral Health Center – network connectivity troubleshooting, designing of new fiber & copper cabling backbone

CPMC New Cathedral Hill Hospital, San Francisco – validation phase for project

George Washington University Hospital

Jan 2001-Oct 2002

Washington, DC (450 desktops)

  • Desktop setup, software upgrades, application setup & troubleshooting
  • Backup strategy for critical/high profile desktop/notebook users
  • Management of warranty repairs: coordination with vendor and tracking
  • Assist in transition from old to new facility – creation of desktop images based on departmental applications
  • Network documentation – Visio & static IP address usage worksheet

South Texas Health System

Jan 1995-Dec 2000

McAllen, Texas (600 desktops)

  • Key role in coordinating development, testing and rollout of Lotus Notes based HELPDESK Task Tracking System database
  • Use of cloning & imaging software
  • Hardware & software evaluation, providing written reports with recommendations outlining pros/cons
  • Cabling – ‘moves/adds/change’ management including documentation
  • Perform ‘Brown bag’ lunch training sessions for client IT team as requested
  • Desktop & PDA/Smartphone security
  • Design data & voice cabling plant layouts taking into consideration electrical, plumbing & furniture layouts
  • Resolve virus & spyware problems; updating definition files

Tropical Texas Center for MHMR

Jan 1992-Jan 1996

Edinburg, Texas (250 desktops)

  • Cabling – ‘moves/adds/change’ management including documentation
  • Assist in writing grant proposals for state funded organization & capital requests for corporate clients
  • Weekly site visits to branch offices for end-user support
  • Maintain hardware & software inventory – Software Licensing Compliance
  • HELPDESK management:prioritizing requests, follow up & quality control.Weekly analysis of tickets to identify trends and educational opportunities for both, support staff & end-users


May 1983 - May 1986

Bachelor of Commerce (BBA)

University of Bombay