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Work History

Jan 2014Present

Senior Desktop Support Engineer Level-2

Kaizen it services pvt. ltd.
  • Responsible for providing 24x7 supports in complex client operations.
  • Handling incidents and change requests through ticketing tools.
  • Taking daily system state backup for domain controllers.
  • Ability to engage and satisfy technical team and interfacing team issues with management.
  • Actively involved in all the technical issues and assignments & coordination with helpdesk team to resolve an L1 escalation incidents.
  • Responsible for Data Center Activity, Check All Server Log and Physical status.
  • Installation, Configuration and troubleshooting of windows Active Directory.
  • Planning, implementation & trouble shooting of group policies.
  • Troubleshooting knowledge on AD and Group Policies.
  • Account lockout Issues.
  • Provide 1st level support for Active Directory for end users and applications.
  • Good skills with backup and recovery of AD.
  • Maintains Server Utilization, patch management through WSUS.
  • Group & user access related problems/issues.
  • Perform file backup and restore operations in accordance with client instructions.
  • Provide technical solutions and troubleshooting services on need basis.
  • Provide support to remote users.
  • Assist clients with the technical issues, troubleshooting, installation and configuration.
  • Administrate MS Active Directory accounts and groups.
  • To act as a helpdesk responder remotely addressing various end-user networks support requests coming into our office from client sites by working as an integrated Member of Remote Support Services Group.
Dec 2011Dec 2013

customer Representative Executive

Swarnkar Telecom, Reliance Communications Exclusive Outlet
  • Deputed in Reliance FOFO to provide services to walk in customer
  • Solved customer queries to a satisfactory level of their requireme
  • Maintained quality customer care servi
  • Created a strong front line image of the
  • Ensured correct and timely feedbac
  • Handed Retail Outlet and take care of Sales & Services and Processes of Mobiles and connections.
  • Maximized every sales opportunity by promoting the highest standards of customer care.
Dec 2011Dec 2013

Fms Engineer

CMS Info Systems Pvt. ltd.
  • Installed, formatted, repaired and upgraded hardware and software components such as desktops, laptops, printers, Scanner.
  • Performed file backup and restore operations in accordance with client instructions.
  • Installed & upgraded softwares (Lotus Mail, Outlook, SAP, MS Office, Adobe, DotNet, Java, Auto CAD), antivirus (Macafee Corporate Enterprise Edition).
  • Maintained LAN,  WIFI,  Log  user  calls  by email, telephone,  web-based,  walk-in & in person and  generation  of MIS  reports  as per the  SLA (Daily, Weekly & Monthly reports).
  • Provided technical solutions and troubleshooting services on need basis.
  • Provided support to remote users.
  • Assisted clients with the technical issues, troubleshooting, installation and configuration.
  • Administrated MS Active Directory accounts and groups.
  • To act as a helpdesk responder remotely addressing various end-user networks support requests coming into our office from client sites by working as an integrated Member of Remote Support Services Group.
May 2007Jul 2009

Noc Engineer Cum Customer Support Engineer

DSM Infocom Pvt. Ltd.
  • Monitored, troubleshot and commissioned the VPN, VSAT and ISDN network of Hindustan Petroleum Corporation Limited in the complete north region.
  • Monitor, troubleshoot, and escalate production problems as per operations processes, affecting the network infrastructure that includes Routers, Switches and Firewalls.
  • Published MIS reports as well as helping other departments with data and report generation.
  • Provided after hours and weekend on-call support as neede
  • Monitored the Network Monitoring System and responds to and address system generated alerts as needed.
Aug 2006May 2007

Hardware Engineer Cum Customer Service Engineer

Akshat Cellcom, Distributor of Idea Cellular Limited, Aditya Birla Group
  • Installed, formatted, repaired and upgraded hardware and software components such as desktops, laptops, printers, Scanner.
  • Maintained the Local Area Network (LAN).
  • Published MIS reports as well as helped other departments with data and report generation.

Education

20022007

B.B.A

Allahabad Agricultural institute, Deemed Univeristy

Portfolio

Skills

  • Over Eight years of extensive technical experience in IT industry.
  • Highly skilled in providing effective technical support in hardware and software issues including diagnosis and troubleshooting.
  • CCNA, MCP & DEO Certified.
  • In depth knowledge of providing troubleshooting services for both software and hardware support for Windows products.
  • Proven record of performing hardware repairs on customer equipment such as servers, desktops, notebooks, tablets, and printers.
  • Able to give accurate service to end users.
  • Demonstrated ability performing software upgrades and configuration enhancements.
  • Thorough understanding of providing preventative maintenance on hardware.
  • Able to ensure that all requests from user are logged and right procedures are followed
  • Documented success of maintaining problem status and resolution information in ticketing database.
  • Knowledge of testing and distributing security patches to clients.
  • Highly skilled in troubleshooting hardware, software, LAN, WAN and operating system issues.
  • In-depth knowledge of branded and non-branded PCs, laser printers, laptops, and peripherals and bar-code scanners.
  • Track record of collaboration with co-workers to achieve maximum efficiency and full system functionality.
  • Proficient in driving improvements in technology and relates procedures.
  • Substantial knowledge by participating in the rollout of new software and hardware to ensure consistency in company’s technical standards.
  • Demonstrated ability to provide user support by means of remote access tools.
  • Proven skills in Windows XP/7/8,8.1 MS Office 2007/2010/2013 and Antivirus softwares.
  • Ability to configure and use Microsoft Enterprise, Active Directory and IBM Lotus Notes.
  • Documented success in responding all inquiries and tickets in a timely manner.