Dmitriy Gekhman Email & Phone Number

Princeton, New Jersey, United States

• Supported Customers on Systech Track and Trace Serialization Solutions and products like Sentri, Advisor, Guardian and Uni-Trace Systems. Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.• Proactively identified opportunities for process improvements, enhancing overall support quality and client satisfaction.• Consistently met or exceeded performance metrics, contributing to overall team success.• Collaborated with vendors to locate replacement components and resolve advanced problems.• Ensured use cases and all supporting material (e.g. DB backups, archive files, traces/logs, descriptions, messages, software versions) were available for debugging procedures.• Reproduced and confirmed product defects and reported such defects to the Level 3 Support Team.• Participated in a CS on-call rotation for 24x7x365 SLA support.• Installed, configured and maintained computer systems and network connections.

New York, New York, United States

• Handled a variety of IT tasks that include overseeing and supporting local networking, system security andInternet connection and user security.• Enforced office policies and procedures, and ensured they were implemented.• Managed user ticket system (Zendesk) and participated in all aspects of technical issues resolutions.• Transferred existing file server to Google cloud storage.

Staten Island, New York, United States

• Received IT Support calls from field office and office staff, submit/tracked incident tickets/service requests in Decennial Remedy. Performed troubleshooting steps for reported incidents (login support, mobile device support, office hardware support, etc.).• Used MDM AirWatch to track governmental devices.• Coordinated and managed property assets of office equipment and mobile devices.• Administered user accounts for the various programs utilized by the company staff.• Provided guidance and direction to support staff on support solutions, procedures, and tools.• Oversaw inventory and property assets of office equipment and mobile devices.• Wrote reports, conducted system and accounting auditing, migrations and programming as needed.• Assisted management with analysis, requests and conversions of new systems and software. resolving over 100 queries per month.

Bronx, New York, United States

• Performed routine and advanced desktop, server, network, and software maintenance. Installed, configured, maintained network servers, printers, scanners, and mobile devices/kiosks.• Administered users/groups, permissions, file access configuration, print and remote access, event logs, email, and software.• Monitored, troubleshot, fixed hardware including printers and computer peripherals. • Conducted Quality Assurance (QA)checks on in house applications and website.• Managed communications and connection solutions, including local area networks.

New York City Metropolitan Area

• Provided Tier 3 technical support in a technical call center environment by directly responding to customer concerns, requests, and inquiries (via email, telephone, and/or support ticketing system).• Worked with Mobile Devices, Android/iPhone/Blackberry, and Mobile Device Management console (mobile Iron).• Participated in setting up of local Networks/printers, Smartphones and Tablets (BYOD) for Onboarding personnel.• Solved problems on remote user computer using Bomgar/Skype/MS Teams• Responsible for checking security protocols in mobile devices

• Handled Identity and Accessed Management; provisioning, supporting, and disabling user accounts and profiles• Provided and established on-call technical support using a rotational schedule• Supported end-users with application, computer, desk phone, printer and basic network related issues following established policies, processes, and procedures.• Worked cohesively with fellow team members, management, escalation points, and vendors to ensure the right solutions are implemented and sustained.