Technical Support Active Directory

REENA.S

Email Address: ********@*****.***

Contact Number : +91-953*******

CAREER SYNOPSIS

COMPANY NAME: IBM INDIA PVT LTD

TITLE : TECHNICAL SUPPORT REPRESENTATIVE

EXPERIENCE : MAY 2011 - TILL DATE

Career Objective:

To assist the team to improve and implement robust processes for the

business, which will help

me explore myself and realize my potential and willing to work as a key

player in

challenging & creative environment. Achieve business goals by meeting

clients & customer expectation.

IBM India Private Ltd

Technical Support Representative

Client Supported: Celestica

A global research-based electronics company which is widespread across US,

Canada, Europe and Asia.

Celestica provides end-to-end product lifecycle solutions for customers in

the enterprise computing, communications, consumer, industrial, alternative

energy, and aerospace and defense sectors.

Support Type:

. SD - Service Desk support for Global accounts with a 24*7 Support

Environment.

. Trained the new joiners and Worked as the Primary Floor Support for

Celestica.

. Handled MA queue, Web queue, emails, calls, etc.

. As a Service desk agent handled incidents, service requests and

IMAC's logged

by the clients.

. Provided Technical support in various Applications, Hardware &

Networking

related issues.

Client Supported : ACI

. As part of a 24*7 support function, assist worldwide users with internal

tools such Lotus Notes, Sametime, etc.

. Developed considerable knowledge of MS Active Directory, VPN, Networking

concepts and ID Admin roles.

. As a Tech Support Analyst,we assist users on a wide range of issues -

from simple ones like ID Unlock and Password Reset, also involves in

troubleshooting on Windows, Active Directory, Lotus Notes, Quickr, Remote

Assistances, VPN and Virtual Machines to complex issues.

Overall Experience: 1 year and 7 months

Technical Skills:

Hardware: Basic Trouble shooting of Desktop and Laptop issues.

Ticketing tools: IMPACT and TLSM

Email Client: Lotus Notes.

Operating System: XP, Windows 7

Applications: Good understanding about Citrix, Browsers,

Active Directory : SAP and MS Office.

Soft skills:

Proficient in technical skills (as per L1 service desk standards).

Have trained over 15 new joiners in the process, and continuously

assisted them through their on-job training period. Providing floor

support to the team.

Good presentation, verbal and written communication skills.

Flexible towards any required changes in business, hard working and a

quick learner.

Ability to develop resolution plans both for self, team or customer.

Ability to take initiative without direction to resolve identified issues/

opportunities.

Comprehensive problem solving abilities.

Optimistic and analytical skill set

Educational Qualifications:

1. BCA from CMR Institute Of Management Studies College (2008-2011)

with 65% aggregate.

1. Pre-Degree from Baldwins Methodist College (2006-2008) with 47%

aggregate.

1. S.S.L.C from Stracey High School (2005-2006) with 68% aggregate.

2. Pursuing MBA from Sikkim Manipal University- 3rd semester.

Projects:

Developed a working Project on "Caf Management System". The software

developed deals with everything to a cafeteria, be it employee details

storage, menu setup, menu setup, billing, accounting etc. This software

aims at increasing business at the cafeteria, while saving time and

organizing accounts. The developed software is very useful in the case of

any changes made with the menu prices as the updating of data is possible.

Achievements and Awards

Have Been the Literary Committee Secretary of CMR Institute of Management

Studies in the year 2009-10.

Awarded as the best classical dancer during the interstate NCC camp held in

Ooty in the year 2003.

Personal Details:

Father's Name : Sriramulu G

Mother's Name : Rama S

Address : No-306, 2B Cross Road,

Kasturi Nagar, Near FCI Godown,

BDA Layout, Bangalore-560016.

Date of birth : 12th Dec 1990

Declaration:

I hereby declare that the above-mentioned

information is correct up to my knowledge and I bear the responsibility for

the correctness of the above-mentioned particulars.

Place : Bangalore

Date :

(Reena S)

Contact this candidate