1. ASTRIT MULLA
5 BatesmoorRdWaterbury,CT| 203-706-5234 | astritmulla@gmail.com
SUMMARY
 10+ yearsof experience indesktopsupportandsystem
administrationworkinginWindowsandMacenvironments
installing,maintaining,repairinghardware, software,peripherals
and basicnetworktroubleshooting
 Excellenttroubleshooting,problemsolvingskillsandtechnical
supportabilitieswhile servingadiverse userbase (remote,home-
basedagents,in-houseemployees)
 Excellentcommunicationskills withco-workers,experienceworking
witha varietyof ticketingsystemswhileadheringtoSLAsand
managementof end-usersupport
 Core competenciesinWindows ServerSystemAdministration
performingbasictroubleshooting,permissionsadministration
(security),Active DirectoryManagement &SharePoint
TECHNICAL SKILLS
Languages
· Visual C++,ASP.NET,Visual Basic
Software
· SharePoint2010, VNC,Active Directory,WindowsServer2008r2-2012,
Exchange 2010, MS Office (2007-Office 365),Crystal Reports, WebEx,
Carbonite,McAfee Encryption,SymantecEndpointProtection,Tivoli
Manager, Adobe Creative Suite,Deploymentsoftware,RSA Secure ID,
Remote Desktop,CiscoVPN (dual authentication),CiscoNAC,LogMeIn
enterprise,Teamviewerenterprise
Hardware
· Dell,HP,Lenovo,Toshiba,Acer,Asuslaptopsanddesktops.Macintosh
desktop,laptops.DellandHPservers, Avaya/CiscoIPTelephonyVOIP

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EXPERIENCE
May 2014 -
Present
IT Operation Support Specialist, HigherOne
 Respondstousers’requests forsupportontechnical issuesrelatedto
supportedsoftware andhardware computingplatformsinperson,via
telephone,email andchat.
 Ensurescustomersupportstandardsare met.Makes appropriate entries
relatedtousercontacts inissue trackingsystem.
 Diagnosesandresolvescommonandroutine userproblems,referring
more complex andunfamiliarproblemstothe appropriate level.Follows
up withcustomerstonotifyof statusof issues.
 Participatesinnew applicationrolloutsandtesting.Deploysnew hardware
and virtual systemsasrequired.
 Reviewssystemstocollectinformationaboutproblemsandperform
diagnosticprocedurestodetermine the source of error.Initiates
corrective actionwithinscope of knowledgeandauthority,andescalate
issuesasrequired.
 Performsroutine maintenance proceduresasrequiredbyoperational
policy.
 Thoroughlydocumentsactivitiesinaclearand concise manner,aswell as
detailedreportsasrequiredbymanagement.
 Fullycomplieswithdepartmental processes,including problem
management,escalationandchange management.
 Performsescalationandsimulatedfailuredrillsandreportsonthem.
 ProvidesTechnologymanagementandBusinessownerswithappropriate
updatesof critical issues.
 Tracks / Manages / Reportsonall operational performance metrics.
 Processes,monitorsandprioritizesincidenttickets.
 Install,update/upgrade andmaintaincomputersoftwareandhardware
systemsusedwithindifferentdepartments.
 NewHiressetups,Disables.Accountmanagementandhardware/software
deploymentforNew Hiresinhouse orremote.
 Othertasksor projectsatthe discretionof management.
·
April 2013 -
January2014
IT HelpdeskAnalyst, Yale University
 Memberof the ITS Service Deskteamprovidedfirstandsecondtier
technical andfunctional supportbyphone andemail toUniversity
Facultyand staff.
 Provide accurate andtimelyaccessforall Facultyand staff in
accordance withUniversitypoliciesandprocedures
 Identify the client,establishthe symptoms,includingerrormessages
and theirfrequencyandestablishwhetherthere have beenany
recentconfigurationchanges
 Provide supportforWiredandwireless,onoroff campus,
connectedwithVPN,configuredforwebSense proxy,NIC,IP
Address
 IdentifyandobtaininformationrequiredforYale Business

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applicationsasnotedinrelevantknowledgebasearticles
 Investigate andDiagnose Checkresourcestouse duringthisprocess
include the knowledgebase,websearch,andclient tickethistory
 Documentresolutionof ticketsandrefertoSDSOP(Standard
operatingProcedure) Escalations.
 Recognize the potentialeffectsof the solutionandimplementthe
solution,Testthe result,resultssuccessful,proceedto
interaction/incident classificationandclosure
 Categorize the interaction/incident,selectappropriateresolution
code,Save and close ticket,One issue,one ticket.
·
January2009 -
February2013
Support Desk Analyst (Level I,II and III),Global HelpDesk ServicesInc.
 PrimaryHelpDeskcontact forcritical and minimal issuesforMedical
ProductsapplicationusedforUSand International opportunity
managementandglobal salesforecasting.
 Workedwitha teamof five analystslocatedinthe same office with
differentaccountsinothercountries.
 Tasks includedresolvingtechnical failures(Errors) inatimely
manner,automatingapplicationmonitoringtools,andproviding
technical expertise forapplicationupgrades.
 Preparedtechnical trainingandprocessdocumentationforteam, to
aidwithday-to-daysupportissues.
 In-depthknowledge of BusinessSoftware,ServerSystems,DB2
databases,andMedical productsas required.
 Providedadvance knowledge onServer2003, 2008 R2, in additionto
settingupendusersemailsGPin the server.
June 2007 -
January2009
IT Specialist, NewEngland ComputerSolution
 IT technicianresponsible foravarietyof rolesincludingtechnical support,
helpdesksupportandworkingasa FieldTechnician.
September2005
- March 2007
Technical Support Specialist,CablevisionInc.
 Workedas a Technical SupportSpecialist/HelpDeskAnalystresponsible
for providingnetworkSupportandsupportforRouterand otherexternal
devices.
October2002 -
Present
SelfEmployedContractor
 Install,repair,andconfigure hardware andsoftware asrequestedbythe
useror client.
 Manuallyscanningandconfiguringanywindowsplatformhardware.
 Installingcompatible software withthe newestoperating systems.
 Laptops,Phones,desktops,printers,servers,securitysystems,
camera syncwiththe server

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EDUCATION
Anticipated
completiondate
- September
2017
ComputerScience,Bachelor of Science,Central ConnecticutState
University
August2000 –
December2003
InformationTechnology,Associate Degree, Naugatuck ValleyCommunity
College