Engineer Service

Niveditha Thyagarajan

Core Skills / Expertise

• Expertise –IT Help Desk Support, PC & Mac Support, Incident Management & Service Desk

Operations

• Technical Skills – Installing & Updating PC and Macs, Troubleshooting common issues in

End-user computing environments - Windows XP, Windows 7, Macintosh, Tablets and hand-

held devices, VPN Connectivity, Network Problems, Software Installs, Working with IT

helpdesk systems (Like Remedy, Clarify etc.), managing incident tickets and requests.

Coordinating with specialist groups to resolve end user issues and provision requests,

Administering Active Directory – User, Group and Policies, Managing Folder Permissions.

• Experience – Have worked with major IT services companies like IBM & Wipro and large

Enterprises like Liberty Mutual & First Investors.

Work Experience

Company Responsibilities

• Hands on Support for Clinicians, Patient

Navigators and all support staff with their

Macs(90%), PCs and mobile devices

•

July 2012 – May 2013 Involved currently in upgrading all Macs from

Child Mind Institute Snow Leopard to Lion

Systems Engineer • Building and configuring Virtual Desktops

(Location – NYC, NY, USA)

• Creation and administering users in AD

• Helping users with their day to day issues with

their computers

• In –person support for 100+ users with an average

of 10-15 requests a day

•

September 2009 – July 2012 Act as the first point of contact for IT support

First Investors Ltd across 40+ offices.

IT Support Specialist

• Assist users primarily with installation, usage and

(Location – New Jersey, USA)

troubleshooting of in-house applications required

for their day to day work.

• Technical troubleshooting of issues related to

Windows OS (XP, Vista, 7) and Mac OS (all

versions).

• Help users with basic hardware and software

queries regarding PCs and MAC’s and suggest

upgrades for optimal performance.

• Walk users through configuring their handheld

devices (iPhones, iPads, BlackBerry, Android) for

corporate use.

• Making sure that all the PCs/MACs adhere to the

corporate security policy by conducting regular

compliance checks.

• Assist remote users with connectivity issues.

• Assist all new reps with setting them up on the

system and configuring their computers.

• Document and update tickets in a timely manner in

the In-house ticketing system and ensure that all

tickets are being worked on a daily basis.

• Handle the help desk correspondence in a proactive

manner

• Manage the Helpdesk e-mail and voicemail box in

a timely manner.

• Supporting over 1000 users with an average of 20-

25 requests a day

• Provide first-line support over the phone for all the

employees of the entire organization.

• Assist users primarily with establishing access to

and troubleshooting in-house developed

applications.

• Make use of the internal knowledge base

extensively and assist users and try to resolve

issues in the first call.

December 2008 – August 2009

• Escalate issues that are not resolved to the

Liberty Mutual Information Systems (Safeco Insurance)

appropriate second level group.

IT Support Specialist

• Document every call promptly in the ticketing

(Location – Seattle, USA)

system (Remedy and Service Center).

• Supporting over 2000 users with an average of 30-

35 calls a day

•

November 2007 – August 2008 Senior Systems Engineer – Providing first line

Wipro Technologies support for end-user issues, Managing incidents &

Sr. Systems Engineer requests on the Service Desk System, Recording

(Location – India) common issues and errors and contributing to the

“Known Error Database”.

• Training and Grooming of new service desk staff

and keep SLA’s in check.

• Providing Tier 1 support for desktops, laptops,

VPN, Networking issues, Mail and Messaging

systems, Active Directory, Passwords and

Permissions

• Supporting over 1000 users with an average of 30-

40 calls a day

• Sr. Analyst –Troubleshooting issues related to

Windows OS (98, ME, XP, 2000), Lotus notes and

Basic networking related queries, Desktop System

optimization, Managing incidents & requests on

August 2004 – September 2005

the Service Desk System

IBM Global services

.

Sr. VCSC Analyst

Supporting over 500 users with an average of 25-

(Location – India)

30 calls a day.

• Cyber Representative - Handling technical queries

related on desktops and laptops, Driving team

initiatives for HP Chat operations.

February 2003-August 2004

Hewlett Packard

. Supporting over 2000 end users with an average of

Cyber Representative

50 chat sessions a day

(Location-India)

• Help Desk Engineer - Providing technical &

operational support for Desktop and Laptop PC’s,

Driving team initiatives for Gateway Voice

operations

July 2002-December 2002

Gateway Computers

Help Desk Engineer

.

(Location- India) Supporting over 1000 users with an average of 30-

40 calls a day

Education

B.E in Electronics and Communication, 1998–2002, Madras University, Chennai, Tamil Nadu, India.

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