CAREER OBJECTIVE:

Reliable and personable Desktop Support Engineer with expert technical analytical and communication skills demonstrated by 6 years of experience. Resolves multiple staff technical issues while maintaining maximum system security.

SUMMARY:

• Extensive experience in back office and desktop problem diagnosis and troubleshooting
• Employee laptop smartphone and tablet support
• Workstation set - up and maintenance
• Wireless network maintenance and data security
• Content management system migration and optimization
• Excellent written and verbal communications skills
• Skilled multi-tasker
• Expert troubleshooter
• Able to quickly shift priorities based on management demands
• Wide knowledge of Windows, Linux and PC hardware

TECHNICAL SKILLS:

• VMware VSphere Client 5.5
• PS Tools
• Xen desktop Delivery Console
• Xen Trouble Shooter
• SCCM 2007, 2010
• RV Tools.
• Service Now-IT Service Management Suite
• BMC Remedy

PREVIOUS EXPERIENCE:

Confidential

Desktop Support Analyst

Responsibilities:

• Installing, Configuring, Troubleshooting MS Outlook 2010
• Responsible for managing all system administration activities for Windows OS & Server Workstations
• Continuously monitoring of system performance and tuning server for optimization on infrastructure with updates for OS
• Deploying & Managing Kaspersky Antivirus Scan
• Scheduling Daily Backup for the critical servers
• Troubleshooting of Network Canon Printers (IR Series) and Standalone HP Printers
• Manage escalated issues related to day to day operations
• Vendor Co-Ordination
• Maintaining Asset Report, Call Report.

Confidential

Desktop Support Engineer

Responsibilities:

• Team handling and for New Joiners.
• Troubleshooting of Lotus Notes 8.5.3 / MS Outlook 2010 & Lync 2013 issues
• Installing applications from SCCM 2012 - Desktop Deployment Tools 2012
• Finding latest application versions those are compatible for Windows 7 assigned to a particular partner and adding (App-v) group in Active Directory.
• Building new Virtual Machines in VSphere 5.5 and assigning through User's CITRIX portal
• Monitoring Virtual machines from VM ware Tool, Troubleshooting and Escalating to core team
• Administrating domain Users and Groups for shared files.
• Application support coordinating with Application owner to resolve the issue
• Handling High Priority Tickets and Chronic issues
• Troubleshooting Lotus notes 8.5.3 related Issues
• Travelling to different sites to help with installs, deployment, and troubleshooting
• Focused on problem/change determination and resolution within SLA
• Bloomberg support and troubleshooting
• Creating users and groups in Active Directory
• Preparing IJP Reports on Termination requests
• Managing database for day to day operation in Centralized database Portal (SharePoint)
• User management and Assigning application groups to partner in Active Directory

Confidential

Technical Support Engineer

Responsibilities:

• Installing and Troubleshooting for Windows-XP & Windows 7 operating systems
• Installation & trouble shooting of Lotus Notes 8.5.3 & Sametime (7.0.1, 8.0.2) & Lotus Notes Traveler.
• Installation and configuration of Supporting for following the corporate Laptops & Desktops models.
• Unlocking and resetting Password for Domain user id’s through Active Directory.
• Installation of SAP GUI and configuration & troubleshooting.
• WI-FI and VPN configuration for the users as per Company standards.
• Configuring Domain and Workgroup for client machines.
• Documentation of asset through (IMAC) process.
• Installation and configuration of Antivirus software (McAfee 8.8)
• Taking the NT Backup for the locations on daily basis and updating log files in the dash board with E-Toc Activity.
• Managing users, groups and user profiles.
• Providing access for the users from shared files server
• Managing Remote Locations (Cochin) having more than 150 assets including the LT’s, DT’s, Printers and servers
• Helpdesk activity like assigning & attending the calls as per our SLA terms. Submission of Daily, Monthly & Annual reports to IS Manager

Confidential

Customer Service Executive

Responsibilities:

• Installing, Configuring, Troubleshooting IBM Lotus Notes 6.5
• Responsible for managing all system administration activities for Windows OS / Client Server Workstations
• Continuously monitoring of system performance and tuning server for optimization on infrastructure with updates for OS
• Deploying & Managing McAfee Antivirus Scan
• Scheduling Daily Backup for the critical servers
• Troubleshooting of Network Canon Printers (IR Series) and Standalone HP Printers
• Manage escalated issues related to day to day operations
• Vendor Co-Ordination
• Giving On call Support to across the Pan India for desktops/servers in Windows platform with a large networking environment and remote support through Email, Telephone, Net meeting, Remote Desktop and using remote support tools like dame ware etc.
• Maintaining Asset Report, Call Report.

Confidential

Responsibilities:

• Migrated over 6000 win XP VMs to win 7 VM across the globe
• Planning the availability and feasibility (Space to be provisioned per Cluster) of vSphere Infrastructure with coordination of Core team for smoother transition.
• Identifying & planning Users to be migrated on daily basis.
• Provisioning VMs, Addition/Removal of VM to Citrix Xen console for remote login.
• Application software deployment via SCCM 2010:
• Ensuring the application compatibility and coordinating with application team for possible rectification and if required.
• Pushing application using DDT, Verifying applications install status via SCCM reporting tool to ensure smoother delivery of VM to business.
• Delivering the targeted VMs to Users part of migration and ensuring the successful migration.
• Updating our global database and sharing the report to Project Head on regular basis.