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Desktop Support Engineer

Gandhinagar, Gujarat, India
May 20, 2017

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Mobile: +**-970*******

Carrier objective:

Aiming to be associated with a progressive organization that gives me scope to update my knowledge and to be part of team that dynamically works towards the growth of the organization.


Working as an Incident coordinator for Wipro InfoTech Project from January 2016 to till date.

Worked as System Administrator in BB CYBERTECH Pvt.Ltd, Hyderabad from AUG-2014 to Dec-2015

Worked in HDFC BANK as DESKTOP SUPPORT ENGINEER (a WIPRO Undertaken Project) from Sep-2012 to jan-2013

Employment History:

Organization: Wipro InfoTech Pvt Ltd

Client: Genpact


Role: Major Incident coordinator.


Handling all multi-user IT issues using HPSM Ticketing tool and Microsoft Lync.

Responsible for all IT escalations & communications

Assigning tickets to the technical teams.

Leading Bridge calls with the support teams for issue resolution

Managing incidents and ensuring restoration within SLA.

Participating in a conference call along with stake holders and internal support teams to get an issue resolved.

Involving Problem Management team to obtain permanent fix for repetitive incidents

Participating in Daily Infrastructure call to discuss root cause and corrective actions.

Provide timely updates on incidents to senior management, Operations Management and clients

Coordinating with various Customer helpdesks to report Severity one incidents which lies on customer dependency.

Coordinating with Customer resolver groups to identify the Root cause of an incident.

Managing Major Incident reports, SLA breach reports

Maintaining Daily report, Weekly reports and Shift handover

Monitoring the status and progress towards the resolution of all open incidents.

Regularly reviewing and updating the KEDB.

Providing Knowledge Transfer for new resources

Weekly reviews of all open incidents and provide reasons for being kept open.

Installation and Configuration of Windows XP/7 Operating systems

Assemble and replace the hardware components in PC which are not working

Troubleshooting the LAN Problems like cable replacement,IPv4 Problems

Upgrading the software’s and antivirus like Symantec, K7 etc

Troubleshooting printer problems

Quickly solve client problems like Outlook and User Permissions through

Remote Desktop Services

Backup & Recovery

Troubleshooting the Windows operating system problems

Solve the problems of ERP web application like user authentications etc


Got a certificate in computer seminars.

Participated in Movie Making in Aditya Engineering College

Got a certificate in Drawing Computation.

Got a certificate in Badminton.

Participating in many seminars and workshops

Educational Qualifications:

Course Board / University Percentage Year of Study

M.Tech JNTU K University 74 2012-2014

B.Tech JNTU K University 60 2008-2012

Intermediate Board of Intermediate 66 2006-2008

S.S.C Board of Secondary Education 62 2005-2006


Good Problem Solving Skills

Ability to work under pressure

Grasp and learn things rapidly.

Self Confidence and ability to work under pressure and meet deliverables on time.

Personal Profile:


Father’s Name : A.C.KESAVA RAO

Sex : Male

Date of Birth : 13-09-1990

Languages Known : English, Telugu

Nationality : Indian

Hobbies : Playing Chess and Listening to Music

Permanent Address : A.SASIDHAR


D.NO:8-3-231/7/G/1 FLAT NO 4,





I hereby declare that the information furnished above is true to the best of my knowledge.

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