Name Ravi Kumar Manduru

Mobile Phone: 939*******

E-mail: acwphp@r.postjobfree.com

Education

MBA from JNTU, Hyderabad, AP

Work Experience

Infobiz Technologies Pvt Ltd

November 2013 to Jan 2016

Desktop Support Engineer

Full Time

Primary Duties & Responsibilities:

Single point of contact for end users to receive support and maintenance within the organizations desktop computing environment, this includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment to ensure optimal workstation performance.

The person will also troubleshoot problem areas (by telephone, email, or via remote access), and provide end -user assistance where required.

Troubleshoot issues in Citrix VDI related to performance, applications, by connecting to sessions and taking remote control.

Implementing encryption for laptops such as PGP and Symantec End point protection.

Perform Start of day checks Identify pattern, perform initial testing, document and escalate to relevant team and follow escalation procedure in case of severity issues

Install, upgrade, support and troubleshoot Windows and Microsoft Office, Lync and any other authorized desktop applications.

Lotus Notes ID retrieval by Coordinating with the Virtual teams and configuration.

Support end users with Remote desktop connectivity applications like WebEx, Lync, and Windows Native tools

Install, upgrade, support and troubleshoot for printers, scanners, blackberry, computer hardware and any other authorized peripheral equipment

Outlook Configuration, Configuring & troubleshooting of LAN, RSA and VPN

ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center, Vulcan

Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels. Performs work in compliance within specified warranty requirements

Account creation and management and password resets on Active Directory

Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software

Use tools and methodologies to load operating system for deployment

Responsible for tracking hardware and software inventory

Familiarize end users on basic software, hardware and peripheral device operation

Sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures

Adequate knowledge of operating systems and application software used to provide a high level of support

Escalating issues and involve experts wherever required in order to resolve issues as quickly as possible

Responsible for operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network. When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Administrator will escalate the issue/problem to proper tier support team member

Support for Client OS, MS office applications, Internet browsers, core and business applications.

JP Morgan Chase (on the Payroll of Magna Infotech)

Building 11, Mind space, Cyberabad

Next to VSNL Building, Hitec City

Madhapur, Hyderabad

Andhra Pradesh, India – 500 081

November 2010 – June 2013

IT Helpdesk

Full Time

Primary Duties & Responsibilities:

Supporting Associates with IT related issues remotely.

Installation of software’s as per the user requirements.

Managing Windows 7 and XP/2000 Networked Systems.

Level 1 Active Directory access to Give permissions and Password reset. Creating and disabling Active Directory Accounts.

Configuring and managing RSA and VPN related issues.

Implementing security for laptops with PGP.

Level 1 BES Administration. Level 2 Troubleshoting of various Blackberry device models.

Providing the privileges and level 1 support to the users in Citrix.

Good knowledge of configuration and troubleshooting on MS-Outlook and Lotus notes.

Troubleshooting of Laptops, Desktops, Printers and Scanners.

Following the ITIL process and providing the resolution based on the SLAs.

Ticketing Systems : Peregrine, Vulcan and Button.

Lotus Notes ID retrieval by Coordinating with the Virtual teams and configuration.

Providing the privileges and level 1 support to the users in Citrix.

Having basic knowledge on sharepoint.

Having troubleshooting and configuration experience on MS-Outlook and Lotus Notes.

Troubleshooting Ms Communicator 2007 R2, Microsoft LYNC version profile related issues.

Having knowledge on configuring and Troubleshooting Blackberry handheld devices.

Having troubleshooting experience on IBM Clearcase, Eclipse and SVN application.

Managing User accounts, Creating DLs, Pre-staging Desktops & Laptops on Active directory through corporate directory (single sign-on Tool).

Deploying & updating Software packages through Corporate Directory.

Troubleshooting Mainframe application like (AS400, PCOMM, Rumba, Telnet), VPN and other applications used at JP Morgan.

Installation and Configuration Avaya IP softphone, Cisco phones and voicemail password reset.

Application Support and priority level based escalations.

Mphasis (A Hewlett Packard Company)

Pune and Bangalore

From Oct 2009 to November 2010

Transaction Processing Officer (L2)

Full Time

Primary Duties & Responsibilities:

Subject Matter expert for all HP Laptops and Desktops.

Online Chat and E-mail diagnostics, troubleshooting to resolve issues related to HP and Compaq Notebooks.

Helping team to handle escalations, out of scope issues and third party issues.

Setup, installation, Restore and Configuration of HP Laptop and Desktops. Providing support for Software, drivers download and installation.

Providing information on new products and features, parts, warranty, service/replacement and maintenance.

Hardware Trouble shooting of Laptops and Desktops

BRIGADE CORPORATION OF INDIA PVT LTD (For Client HP)

Brigade Towers, Plot 30,

Part 31, Financial District,

Nanakramguda, Gachibowli

Hyderabad, Andhra Pradesh, India 500 032

From Nov 2008 to April 2009

Technical Support Executive

Full Time

Brief description of responsibilities:

Online Chat and E-mail diagnostics, troubleshooting to resolve issues related to HP and Compaq Notebooks.

Helping team to handle escalations, out of scope issues and third party issues.

Setup, installation, Restore and Configuration of HP Laptop and Desktops. Providing support for Software, drivers download and installation.

Providing information on new products and features, parts, warranty, service/replacement and maintenance.

Hardware Trouble shooting of Laptops and Desktops

Awards and Group Memberships

2012- Productivity Champion for handling more tickets from Helpdesk team in JP Morgan Chase

2012- Team topper award from Helpdesk team in JP Morgan Chase

2011- Productivity Champion for handling more tickets from Helpdesk team in JP Morgan Chase

2010- Best Customer Satisfaction Award in Mphasis

2010- Top Revgen Award for selling Touch smart PC's in Mphasis

Languages

English – Advanced proficiency, Telugu – Native proficiency, Hindi - Native proficiency

Personal Details

Gender: Male

Date and Place of Birth: 04-June-1984

Home Address: F No-301, Comfort Avenue, Bandari Layout, Nizampet Village, Hyderabad – 500090.

Contact this candidate