Rakesh Patel is seeking an IT/desktop support position. He has 20+ years of experience in IT support including desktop support, help desk support, and POS support. He has strong technical skills in Windows desktop and server administration, networking, and troubleshooting hardware and software issues. He also has experience installing and supporting POS systems from Micros and other vendors.

1. Rakesh Patel
4041 Sherri Ln., Fort Mill, SC 29715
803-810-5105(M)
santram8908@yahoo.com
Objective:
Seeking a creative and challenging IT/Desktop Support Specialist/Help Desk Support (level II & III)/POS
Support position with a strong background in IT/Sales & Marketing Manager/Customer Service/Microsoft
Windows networking. IT/desktop/Helpdesk/POS support in manufacturing/medical/IT/retail/restaurants/hotel-
motels related firms.
Technical Skills:
• Perform administrative and technical duties in installing, troubleshooting, maintaining & controlling the operations
of a complex Point-Of-Sale (POS)
• Experience in providing quality and professional level Microsoft Windows server, desktop, laptop, network printer,
backup/disaster recovery, mobile device and office applications support to both local and remote end-users;
includes the deployment and troubleshooting of hardware, operating systems and applications
• Hands on experience in upgrading and deploying from Windows 98 to NT 4.0 to 2000 to XP to WINDOWS 7
• Hands on experience in remote desktop support using VPN, CITRIX, RDP. LMI, LANDESK
• Experience with VMWare workstation software on Windows platforms
• Windows desktop support skills (All version of Windows:98, NT4.0, 2000,Win XP, Win 7)
• Experience in variety of hardware Dell, IBM, Compaq and HP hardware (laptops, desktops, printers)
• Desktop/Laptop support & Hardware troubleshooting with L2 skills
• Strong problem analysis and resolution skills
• Experience with VPN technologies
• Experience in technical support of point-of-sales and system
• Experienced in MS-Office, Exchange Server, SMS, VPN, Veritas, TCP/IP and internet connectivity, PC imaging and
printers
• Knowledge of IP network configuration support (advanced connectivity trouble-shooting support for printers,
registers, PC’s, etc.)
• Working knowledge in testing, troubleshooting, installing database software, desktop applications, and PC hardware
components on the Client/Server Technologies
• Working knowledge of testing, troubleshooting, installing, administering Network operating systems on the
different environment
• Capable of writing proposals or papers
• Basic knowledge of concepts, structures, and techniques for designing, implementing, using, and managing
relational database systems and SQL database language
Communication Skills:
• Strong problem analysis and resolution skills
• Knowledge of commercial business and point-of-sale systems
• Customer-friendly attitude, while keeping an eye on the clock
• Energetic attitude and work ethic
• Ability to communicate well; courteous phone manner; good customer support skills
• Mature, Self-starter, team player and good oriented personality,
• Minimal management required.
• Willingness to work on shift timing.

2. Education & Certification:
• BS in Computer and Information Science (CMIS); May, 1997
University of Maryland University College, College Park, Maryland
• BS in Electrical Engineering (BSEE); August, 1989
S. P. University, Birla Engineering College, India.
• Cisco Networking Fundamentals; Feb. 1st
- March 23rd, 2000
Montgomery College (Germantown Campus), MD.
Certification:
MCP (Microsoft Certified Professional) - June 27, 1998
Training:
• MICROS POS Training on Simphony 2.6 on new hardware system (01/27/2014-02/02/2014)
Columbia, MD
• MCSE (Microsoft Certified Systems Engineer) Windows NT 4.0 Track (all courses)
• Implementing and administering Microsoft 2000 Professional, Server, and Directory service, Orange Technical
Institute, Gaithersburg, MD.
• Implementing and Supporting Microsoft Windows XP Professional
• Orange Technical Institute, Gaithersburg, MD.
• IBM AIX Version 4 Basics & Administration-I at Crystal City, VA
Computer Skills:
Operating Systems: Microsoft Windows OS (NT 4.0/2000/2003 servers and
95/98/NT/2K/XP/Vista, Windows 7 clients), IBM OS/2, UNIX (IBM AIX)
Hardware: Dell (all servers & desktop PCs), COMPAQ (all servers & desktop PCs), HP, IBM,
AMDEK, Packard Bell, WYSE, CBS super 386, Nec MultiSync, IBM terminals, Laptop
(IBM, DELL, TOSIBA, & COMPAQ)
Software: Office 365, MS OFFICE 2013, Microsoft Back office Product, SMS 1.2 &
2.0, Microsoft Exchange Server 5.0/5.5, SNA 4.0, SQL 6.5, ARCServer6.5, Microsoft
Office Suite (all version up to 2007), IIS 4.0/5.0, FrontPage, PageMaker 5.0, Texas
Instrument Software, ORACLE-client/server (V 7.x & 8.x), Informix, Backup Exec for
Windows, CITRIX server/client
Other: LAN/WAN, Ethernet, Client/Server Technology, Token Ring, TCP/IP
Professional Experience:
DeVry Education Group, Charlotte, NC 04/2016-Present
Technical Support Specialist
• Maintain all operational aspects of all desktop/laptops, peripheral devices, and communications
equipment.
• Test computers and ensure systems are functional.
• Install software updates as directed.
• Troubleshoot support issues, log issue into Remedy Incident Management System, and escalate
as necessary.
• Performs regular maintenance and upgrade of computer equipment.
• Physical set up of computers and software.
• Assist with the local Help Desk; provide support for students, faculty, and staff.
• Assist with password resets requests.
• Perform support tasks for classroom and lab equipment.
• Completes other duties as assigned.

3. TOLT Solutions, INC., CHARLOTTE, NC 08/2015-01/27/2016
Micros POS Specialist/System Support Analyst II
• Capture and respond to customer calls and email questions using OSS and Vantage Point ticketing
system
• Troubleshoot complex hardware, POS systems, networking and application issues by phone
• Provide technical telephone and remote support using RDP/Landesk or LogMeIn to a broad base of customers;
• Answer complex questions on function and usage of supported applications and products used by customers;
• Access and use support information maintained in the internal knowledge-base; promote and maintain a high
quality, professional, service-oriented company image.
• Working Experience of Micros Point of Sale (POS) systems
• Provides 2nd
/3rd application level phone, email, and remote support to clients in a call center environment
• Troubleshoots Point of Sale Software (POS): Micros Retail Xstore, registers, printers, receipt printers, label
printers, routers, scanners
• Analyzes problems, answer questions, and provide training about the software
• 'Researching issues through the knowledgebase and escalating network outages and hardware issues to 3rd
party vendors (IBM and Granite) via phone calls and online ticketing system.
• Assists in editing of training materials and manuals
• providing password resets for clients that have forgotten their passwords or that have expired passwords.
• Working in a call center environment with a team answering 50-80 calls per day
• Using TASKE Desktop to actively monitor incoming calls and calls waiting in the queue in real time
• Collaborating with other teammates through Instant Messenger (Skype for Business) to assist in resolving open
client tickets.
• Uses different tools and techniques such as SQL, Device Manager, Control Panel, Mapping network drives, Task
Manager, and Command Prompt to resolve client issues.
• Using Avaya VOIP phone to answer incoming calls, make outbound calls, conference calls, and to transfer calls
as it relates to the business needs
• Experience using ShoreTel Communicator VOIP phone to answer incoming calls, make outbound calls,
conference calls, and to transfer calls as it relates to the business needs
• Basic experience of Micros Point of Sale (POS) systems-MICROS 3700 and Symphony for supporting and
configuring
Aditya, Inc, Clover, SC 10/2004- 08/2015
IT/POS Support Specialist (Contractor)/Sales Manager
• Retail business management
• Perform administrative and technical duties in installing, troubleshooting, maintaining & controlling the operations
of a complex Point-Of-Sale (POS)
• maintain and operate inventory management system and Provide IT support (all levels) for SUBWAY, retail stores,
and UPS stores in surrounding areas;
• Install, troubleshoot, configure, and maintain application software for POS/CMS system and sub shop on Windows
XP client machines; troubleshoot & resolve problems on workstation machines, printer, fax, and copier machines
• Setup and maintained the backup and recovery processes for the small networks
• Setup standards for network drive letter and printer mapping; network connectivity, and perform general
troubleshooting for network connectivity problems
• Identifies and investigates opportunities to increase profit margin and quality, or reduce environmental impact
through improved material specifications
• Proficiency in MS Office professional (ALL VERSIONs)
• add/modify/configure/setup all menus, prices, order inventory, taxes, promotions for HP POS/PHARR POS/MICROS
POS locally or using home office (remotely) for Subway restaurants.
• Manage and supervise SUB WAY restaurant business for 10+ employees
• Hire and train employee to improve good customer service kills and the business goals

4. • Install, troubleshoot, configure, and maintain application software for POS/CMS system and sub shop on Windows
XP/Windows 7 client machines; troubleshoot & resolve problems on workstation machines, printer, fax, and copier
machines
MICROS, Inc.-now ORACLE INC.; Columbia, MD 01/2014-07/2015
(Part Time)
IT/POS Support Specialist-MICROS POS Specialist (Contractor-6+ Months-Home base (CLT)-100% travel job)
• Install and upgrade New POS System/Simphony software on MICROS POS systems (from Windows 98
to Windows 7)
• Upgrade and replace new motherboard, hard drive, memory on current system to install new POS
version of software
• Review Database Checklist
• Train Managers and employees on new version of POS software
• Test Interfaces; Test Remote Printing
• Live support to resolve and fix the database issues.
• Confirm Reports, PMS Posting
• Learned software programming on POS software to upgrade older version to newer on new POS hardware
system
• work on huge migration on upgrading and installing new POS software/hardware for all Marriott hotels across
the nations and overseas
• Troubleshoot, install and maintain hardware, software, networking, receipt printer, report printer, and network
printers
Spirent Communications, Rockville, MD. 10/2000- 10/2004
Sr. Software Analyst
• Administered Microsoft Windows servers and workstations computer
• Responsible for disaster recovery process.
• Exchange migration for version 2000 (server and client)
• Responsible for creating, managing, maintaining, and administering new/old user accounts with performing general
user administrative tasks of 200+ PC running Windows 95, 98, NT 4.0, 2K, XP.
• Responsible for end-user technical support, installation of network & desktop applications, and server/workstation
configuration/connectivity
• Setup and maintained the backup and recovery processes for the network
• Setup standards for network drive letter and printer mapping; network connectivity, and perform general
troubleshooting for network connectivity problems
• Provided general support and troubleshooting for the user community and assist the helpdesk in problem
determination and resolution
• Performed administrative tasks for the email system
• Maintained documentation on network configuration, standards, and procedures
• Experienced in Call Center support, MS-Office, Exchange Server, VPN, Veritas, TCP/IP and internet connectivity, PC
imaging and printers
• Experience installing, troubleshooting, and working with OEM products such as, Microsoft Back-office products; &
database products such as, ORACLE (client/server-V7.x & 8.x), Informix.
• Knowledgeable in configuring router, Check Point Firewalls, and Internet security
• Created and maintained user account and home directory on UNIX server
• Experience with VMware workstation software on Windows platforms
Central Pension Fund (CPF), Washington, D.C. 03/98-10/2000

5. Network Administrator
• Administer Microsoft Windows NT server and workstation computer (NT 4.0)
• Exchange migration from 5.0 to 5.5 (server and client)
• Responsible for creating, managing, maintaining, and administering new/old user accounts with performing general
user administrative tasks of 100+ PC running NT 4.0
• Responsible for end-user technical support, installation of network & desktop applications, and server/workstation
configuration/connectivity
• Setup and maintain the backup and recovery processes for the network
• Incorporate and use the Microsoft SMS product for package distribution
• Setup standards for the installation and integration of all software application using SMS
• Setup standards for network drive letter and printer mapping; m administrative tasks for the email system
• Maintain documentation on network configuration, standards, and procedures
• Manage network, Check Point Firewalls, and data security
• Experienced in Call Center support, MS-Office, Exchange Server, VPN, Veritas, TCP/IP and internet connectivity, PC
imaging and printers
• Experience installing, troubleshooting, and working with OEM products such as, Microsoft Back-office products; &
database products such as, ORACLE-client/server (V 7.x & 8.x), Informix
• Experience with VMware workstation software on Windows platforms
Computer Data Systems, Inc. (CDSI-now ACS), Rockville, MD. 06/96-03/98 (Full Time)
Systems Technician/Network Support Specialist &03/98-01/99 (Part Time)
• Administer Microsoft Windows NT server and workstation computer (WinNT 3.51/4.0)
• Responsible for 80+ PC running NT/95/OS2
• Responsible for end-user technical support, installation of desktop applications, and workstation
configuration/connectivity.
• Test, Troubleshoot, Debug, and run wide range of software and hardware on PC and Laptops (NT 3.51/4.0, Win 95,
WFW 3.11, Win 3.0, OS/2 3.0/4.0, LAN, E-Mail,
• Remote connectivity). develop processes for backup, recovery, tuning etc
• Knowledgeable in designing and implementing workgroups of networked desktop
• Provides systems utilities, tools and diagnostics to analyze and resolve system and network problems
• Working knowledge in server administration of Microsoft and PC networks
• Working knowledge of TCP/IP network configuration; and debugging skills at all level of Ethernet and TCP/IP
protocol family.
• Working experience with PC/Laptops diagnostics, wide range of HW/SW installation, and user assistance
• Strong multitasking, organizational & communication skills
Technical Service Solutions (IBM), Rockville, MD. 02/96-06/96
Customer Service Representative (Part Time)
• Received service calls from TSSs CAD system and provided best technical services to the customers
• Troubleshot and Debugged problems of PC, printers, servers, and modems
• Install and configure a wide range of hardware on PC and Laptops.
Marriott International Inc., Bethesda, MD. 10/95-02/96
PC Support Technician-Intern (Internship)

6. • Upgraded systems for a better working environment in Novell 4.1
• Installed and configured a wide range of hardware and software on PC
• Troubleshot and solved problems of PC, printers, and other equipment
• Logged all incoming and outgoing equipment into the inventory database
WORK STATUS: US CITIZEN
PREFERENCES:
• CATHERINE KIEFFER-IT MANAGER AT SPIRENT COMMUNICATION, Fredrick, MD-PH# 301-444-2443
Email: Catherine.kieffer@spirent.com
• Matt Welsch, IT Manager at 3CORD SOLUTIONS, INC, Tennessee, TN-Ph# 615-429-5525
mwelsch@3cordssolutions.com
• ALKESH PATEL-HOTEL BUSINESS MANAGEMENT-CHARLOTTE, NC; PH# 704-737-5515
Email: alkesh@ohmhotels.com
• Fred Isaac, Support center supervisor, Tolt Solutions, Charlotte, NC-Ph# 216-346-1421
EMAIL: FRED.ISSAC@TOTLSOLUTIONS.COM
• Nikki Jones-Support Center Lead-Tolt Solutions, INC; 3550 Rutherford Road, Taylors, SC;
Work: 1-864-322-4429; Cell# 864-978-1104; Tolt main ph#704-598-4454
• Dick Dea-IT/POS supervisor at ITC Infotech (USA) Inc; work for Micros. Ph# 301-524-4048
• Joyson Christo, National Systems Consulting, Plano, Texas 75093
Direct Phone: 972-212-8721; joyson@nsiamerica.com
• Santhosh-KRG Technologies Inc | URL: www.krgtech.com | 25000 | Avenue Stanford | Suite # 243 | Valencia, CA
91355; Tel : 661-367-8000 Ex : 600 | Email: santhosh@krgtech.com
• ASHIR YOUSAF, CO-WORKER at KRG TECH, INC; BALTIMORE, MD; PH#301-503-1818, ashir_yousaf@hotmail.com
• VIREN PATEL-PRESIDENT-SMALL BUSINESS OWNER (Retail & Restaurants)-CHARLOTTE, NC; PH# 704-724-3547
• Central Pension Fund (CPF) main office: Address: 4115 Chesapeake St NW, Washington, DC 20016; Phone:(202)
362-1000

7. • Upgraded systems for a better working environment in Novell 4.1
• Installed and configured a wide range of hardware and software on PC
• Troubleshot and solved problems of PC, printers, and other equipment
• Logged all incoming and outgoing equipment into the inventory database
WORK STATUS: US CITIZEN
PREFERENCES:
• CATHERINE KIEFFER-IT MANAGER AT SPIRENT COMMUNICATION, Fredrick, MD-PH# 301-444-2443
Email: Catherine.kieffer@spirent.com
• Matt Welsch, IT Manager at 3CORD SOLUTIONS, INC, Tennessee, TN-Ph# 615-429-5525
mwelsch@3cordssolutions.com
• ALKESH PATEL-HOTEL BUSINESS MANAGEMENT-CHARLOTTE, NC; PH# 704-737-5515
Email: alkesh@ohmhotels.com
• Fred Isaac, Support center supervisor, Tolt Solutions, Charlotte, NC-Ph# 216-346-1421
EMAIL: FRED.ISSAC@TOTLSOLUTIONS.COM
• Nikki Jones-Support Center Lead-Tolt Solutions, INC; 3550 Rutherford Road, Taylors, SC;
Work: 1-864-322-4429; Cell# 864-978-1104; Tolt main ph#704-598-4454
• Dick Dea-IT/POS supervisor at ITC Infotech (USA) Inc; work for Micros. Ph# 301-524-4048
• Joyson Christo, National Systems Consulting, Plano, Texas 75093
Direct Phone: 972-212-8721; joyson@nsiamerica.com
• Santhosh-KRG Technologies Inc | URL: www.krgtech.com | 25000 | Avenue Stanford | Suite # 243 | Valencia, CA
91355; Tel : 661-367-8000 Ex : 600 | Email: santhosh@krgtech.com
• ASHIR YOUSAF, CO-WORKER at KRG TECH, INC; BALTIMORE, MD; PH#301-503-1818, ashir_yousaf@hotmail.com
• VIREN PATEL-PRESIDENT-SMALL BUSINESS OWNER (Retail & Restaurants)-CHARLOTTE, NC; PH# 704-724-3547
• Central Pension Fund (CPF) main office: Address: 4115 Chesapeake St NW, Washington, DC 20016; Phone:(202)
362-1000