A well presented,well mannered and articulate helpdesk support professional with extensive experience of performing diagnostics and resolving a customer’s technical problems via telephone, e - mail and one to one. Having a proven track record of successfully finding the root causes of problems, resolving them or forwarding suggestions for improvements.Looking for a company which will challenge my Problem solving skills and allowmeto continue to develop my knowledge and potential.
Service Desk Analyst/Asset Manager
IT Support Engineer
Senior IT Support Engineer
Desktop Support Engineer
- Providing technical support over the Remote & Phone to all IT users
- Handling Incoming incidents via the phone / e-mail promptly and effectively. Diagnosing and resolving a wide range of technical issues over the phone.
- Escalating calls and issues where necessary to senior managers & team leaders. Investigating and implementing ways of reducing calls to the Help Desk.
- Ensuring that all call details are captured and entered in the logging software. Updating support documentation.
- Answering & responding to all calls & requests within agreed time scales. Keeping customers updated as to progress.
- Provide troubleshooting and configuration support for client desktop and networking environment.
- Familiar with ITIL Service Level agreement and Key Performance Indicator process
- Installation and Troubleshoot the OS like Windows 10, 8, 7, XP,98
- Well Know the IBM Maximo tools and Wipro IT Service Desk for Incidents and Asset Management.
- LAN configure, Cabling, trace the LAN and fiber optical cable.
- Testing and Troubleshooting Network connectivity issues.
- Given basic support for Manageable switches and Routers.
- Installing Unmanageable switches and patching panel to panel.
- Drawing the Network diagram in Microsoft Visio.
- Configure the Avaya software and Avaya Communication devices.
- Familiar with different Microsoft office and tools, Configuration Microsoft Outlook and troubleshooting.
- Familiar with different Quick Heal Console, creating group managed USB or Internet blocking, Manage File activity through Antivirus Console, also familiar with Symantec, Avast, MacAfee, E scan.
- Troubleshooting the hardware issue of Desktop and Laptop, assemble the system.
- Provided training to the user support specialists on procedures and coaches them on technical and customer service skills.
- Maintained database of help desk ticketing system.Ensure and check that consistent data entry and complete problem descriptions are included in all tickets.
- Tracking customers calls in help desk database.
- Overseeing and maintaining procedure standard of help desk.
- Arranging training programs for users. also Providing training to new junior employee.
- Attending Daily Phone calls for Day to Day Incidents reports.
- Troubleshoot computer software, hardware or network.
- Consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.
- Installing and Troubleshooting 365 Office,2013, 2012, 2010, 2007, 2003 Microsoft Office.
- Printer, Scanner, Lamination, Copier Machine Maintenance and repairing
- Clean Printer - Remove printer paper dust and clean the exterior and accessible printer parts.
- Printer Supplies - Make sure that all your printer supplies, such as ink or toner, papers are stocked and ready for use as needed.
- Managing network printer includes maintaining the printer and managing the users who access the Printer.
- Well Know with Pollycom Video Conferencing System
- Configuration of Routers for Video conferencing
- Installation video conference system, Troubleshooting.
- Provide first level support to ensure that SAP is Accessible, and user is able to login to SAP.
- Installation of SAP client on users’ desktop and configure SAP client.
- Coordinates to Level 2 or Developers Project team for higher level support.
- To ensure that the locations having ADCs, the desktop/laptops are configured on domain and necessary configuration is done so that user can access network resources like printer, file server, Internet, network sharing Etc.
- Troubleshoot domain access and login problem at client side
- Ensure the desktop / laptop policy is applied on all machines through domain.
- Ensure the availability of domain connectivity to desktop / laptop for ant virus and patch updating.
- Provide first level support to ensure that E-Mail is Accessible, and user is able to send/receive mail.
- Configure outlook for the user.
- Setup PST file for mail archival, Ensure the availability of latest address book so that user can download on their machines. Repair and Recover the PST file.
- Follow IMAC process for all new and old asset provided to user.
- Track the software licenses, so that no misuse of the same occurs.
- IT Purchase Department will procure the approved MIF subject to non-availability in IT Stock & update the status in FTP site on daily basis
- Completed IMAC needs to update in AMS tool database within 24 hours. Coordinate with Vendors to carry out Preventive Maintenance of Under Covered AMC Printer, Laptop, Desktop
- Create vendor database to manage and escalate issues Prepare AMC Report of all asset under policy.
- The final SLA compliance for vendor services also shall rest with the partner.
- Handle the Vendor like Dell, HP, BSNL, Ensure Printer Service, DB UPS etc.
- Technical Troubleshooting End User Training Virus Detection Removal & Prevention IT Infrastructure & Performance Tuning.
- System Upgrades, Optimization Security, Backup & Recovery Solutions
- Technical & User Documentation Relationship Management.
- VIP User Support.