Updated resume

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