Engineer Technical Support

PRASANTA ROUTRAY

Email: ********.*******@*****.**.**, Phone: (M) +91-637*******

OBJECTIVE

A challenging position with an expanding and dynamics company where I can implement skill that I have learnt through my education and experience as well as enhance my knowledge by dedication and hard work.

synopsis

Around 8 years of professional experience in IT industry as Technical Support engineer. Working as Sr System Engineer at TCS in payroll of (SixSigma Softsolutions pvt ltd) from August 2018 to till date at client site Tata Sky Ltd.

Vendor Management (Coordinating with Vendor for any Assets issue, to provide proper Utilization of Assets to client.

Mean time to repair - Onsite analysis, diagnosis and resolution of desktop/Laptop problems for end users.

Educating Users and providing Level 1-2 technical support on application SEIBEL 7.0, customized software used by Client. Type of technical support includes configuring browsers for accessing the online application portal, helping users with Logging in the Application, troubleshooting ID/Account lock issues, ID/Account Expire issues, Application version update etc.

Ensuring that all the desktops are patched from time to time basis.

Diagnosing and rectifying any virus problems that can be fixed by the anti-virus tool.

Mail configuration (Outlook 2007, 2010, 2013, Office 365 migration, MS 2016, Skype for business,LYNC, Yammer ).

SCOPIA Desktop and Skype for business are using for video conference.

Mail Configuration on Mobile Handset (Blackberry, Android, Windows Phone, Iphone)

BMC Remedy & ITSME ticketing tool for Call logging process.

Manages day-to-day operational work and report.

Software/hardware/network troubleshooting and support on Windows.

First level hardware support for the above equipment - Diagnosing the problem and getting the same resolved as per the severity level assigned to it.

Provide training to employee when new application/software arrives.

Proficient in handling escalated calls and providing 1st & 2nd Level Technical Support to end-users.

Monitoring Complaints/Cases raised by users and resolving them and providing workaround methods for resolving them.

Maintain and analyzing the customer issues and requirements as per SLA.

Installing Intune application in employee Handset.

WORK EXPERIENCE

Working as DESKTOP SUPPORT and SYSTEM ENGINEER at Tata Consultancy Services Pvt Ltd.

Payroll company –

Future Focus Infotech (From Oct 2015 to Feb 2018)

Net Connect Pvt. Ltd. (From Aug 2011 to Oct 2015)

Technical Proficiency

Operating system (windows XP, Win 7, Win 8, Win 10, Server 2003 & 2008) installations and troubleshooting.

Software Application (SAP / Office 2016 / SEPM / SCCM etc.)

Mail (Outlook / Outlook Express/ Office 365) Configuration.

Configuration of DNS, DHCP, Active Directory, MS Office, Net Surfing.

Good Knowledge in IP V4 and V6 protocol.

Good Knowledge in IP Subnetting.

Configuration Knowledge in Cisco 1800 series Router.

Configuration Knowledge in 2900 series Switch.

Configuration Knowledge in routing protocols like RIP, RIP v2, OSPF, BGP and EIGRP.

Good Knowledge in Switching, Spanning Tree and VLAN.

Remote Management tools Net Meeting, Remote Desktop, Cisco Webex, Any Desk, Ammy Admin and Team Viewer.

Educational Credentials

B.Tech in Electrical and Electronics Engineering from BIJU PATTNAYAK UNIVERSITY OF TECHNOLOGY.

Diploma in Electronics and Telecommunication from SCTE&VT Odisha.

Completed Postgraduate Diploma in Hardware & Networking (NCESE) in Aptech (N-power), Bhubaneswar (Odisha).

Completed CCNA in IIHT Bhubaneswar (Odisha).

Completed TCS digital course and internal exam on ITIL 2011 Foundation.

Major project executed

HCL Pvt Ltd

Client: Odisha Government Secretariat

? JOB DESCRIPTION:

Attend and close all logged Software & Hardware calls.

Responsible for troubleshooting issues related to MS Office.

Document Management - Preparation and Maintenance of files for Warranty/AMC records, Invoices, MIS etc.

First level hardware and software support for diagnosing the problem and getting the same resolved.

Tata Consultancy Services

Project : TATA SKY

? JOB DESCRIPTION:

providing Level 1-2 technical support on application SEIBEL 7.0, customized software used by Client. Type of technical support includes configuring browsers for accessing the online application portal, helping users with Logging in the Application, troubleshooting ID/Account lock issues, ID/Account Expire issues, Application version update etc.

Ensuring that all the desktops are patched from time to time basis.

Mail configuration (Outlook 2007, 2010, 2013, Office 365 migration, MS 2016, Skype for business, LYNC).

Mail Configuration on Mobile Handset (Blackberry, Android, Windows Phone, Iphone).

BMC Remedy & ITSME ticketing tool for Call logging process.

Manages day-to-day operational work and report.

Software/hardware/network troubleshooting and support on Windows.

First level hardware support for the above equipment - Diagnosing the problem and getting the same resolved as per the severity level assigned to it.

Personal Particulars

Date of Birth : 23rd Nov, 1987

Languages Known : English, Hindi & Oriya

Present Address : Laxmisagar, Saralanagar, Plot no - 106, Bhubaneswar, Odisha

DECLARATION:

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

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