Engineer Support
Resume:
VISHNU PRASATH. S
Contact Number: 978-***-****
E-mail: ******.***@*****.***
Objectives
Seeking for a challenging career in the field of Hardware and networking with a progressive
Company that will effectively utilize my acquired skills and experience.
Summary
Having 7+ years of experience in IT support and in the association’s help desk environment.
Involved in Asset management and desktop support services for all end user hardware and software needs.
Good technical, interpersonal and communication skills along with academic, analytical and
Reasoning skills with customer-orientation.
Completed Diploma in Computer Engineering, Christ the King Polytechnic Coimbatore
Certification
Certifications in Microsoft Windows 2003 Server
Certifications in MCP (Vista & Windows XP)
Certification in Microsoft Certified System Engineering Professional Work Experience
Dell International Services India Pvt Ltd
Designation: Client Field Tech Svc Assoc
Period: March 2015- Till Date
Client: GE India Pvt Ltd
Roles and Responsibilities
Monitoring the ticketing tool (Service Now) and providing support to the customers in resolving the issues.
Sharing the technology updates and the solutions for critical issues with the team.
Complete weekly audits of Incident tickets and create reports from audits showing needs service.
Managing more than 2000+ desktops, laptops and Tower workstation.
Made use of helpdesk systems to prioritize work-load and update queries and calls.
Provided ultimate ownership and responsibility for end to end Management activities for all Severity 1 & 2 incidents
Documented and tracked the timeline of events that occurred in the process to resolution for each of the incidents managed in support of post mortem/root cause analysis.
Performed notifications and status of all incidents to high level internal leadership and client while managing SLA's.
Worked directly with Incident Lifecycle Coordinators to provide initial incident response.
Installing and troubleshooting Mobile iron the application for mobile Phones & IPod (Android OS & iOS)
Preparing report for schedules on daily basis. SLA report on weekly and monthly basis.
Assistance with teleconference meetings, via WebEx, IP Communicator
Conducting the Weekly tech station and maintain the report.
Maintaining the Day one work flow for new joiners.
Preparing report for refreshment and replacing the asset, based on the warranty expire.
Mail client’s configuration & troubleshooting MS Outlook 2003 2007,2010 &2016 also installation and troubleshooting
Installing & Configuring CISCO VPN Clients.
Troubleshooting for HP, IBM, DELL workstation & Dell Laptops.
Providing Support for MS Application, Non - MS Application & Engineering applications Like Mat lab, Unigraphics. Pro E, Auto CAD, Primavera, Team Centre.
Configuration of Printer devices (network and local).
Installation of Antivirus and updating the patches.
Lotus Notes Installation and Configuration then mapping server
Coordinating with vendor for printer management and desktop management.
NITYO INFOTECH SERVICES PVT LTD
Designation: SYSTEM ENGINEER
Period: Sep 2012 - Mar 2015
Project: Dell International services India PVT ltd
Client: GE India Pvt Ltd
Roles and Responsibilities
Focusing on Migrating as Converteam EDC business to GE Energy Power Conversion (include system, network, mail migration).
Addressing operational issues to users via GIS Service Now Tool [ (call logging system) from CA for tracking all problems related to hardware/software/networking]
Managing more than 1000+ desktops and laptops.
Providing second level L2 support for desktop and laptop.
Mail client’s configuration & troubleshooting MS Outlook 2003 2007 & 2010, also installation and troubleshooting
Safe Boot Administration creating user id and resetting password through safe boot console and decrypting the safe boot.
Installing & Configuring CISCO VPN Clients.
AURUM SOFT SYSTEMS LIMITED, Chennai
Designation: ENGINEER-CUSTOMER SERVICES
Period: Dec 2011 - Sep 2012
Client: CONVERTEAM INDIA (GE India Exports private Ltd)
Roles and Responsibilities
Managing around 500+ DELL desktops and laptops.
Providing second level (L2) support for desktop, laptop and lotus issues.
Managing IT help desk by providing support to the users around the globe as per SLA.
Configuring Lotus clients.
Troubleshooting Wi-Fi networks.
Coordinating with network and server supporting team.
Providing technical support to the users remotely using net meeting and Dame Ware.
Coordinating with vendor for printer management and desktop management.
Responsible for closing the helpdesk tickets within SLA’s.
Micro India Business Machines - Chennai
Designation: Senior Customer Support Engineer
Role: Team Lead (Chennai Port Trust).
Period: Feb 2010 – Dec 2011.
Roles and Responsibilities
Handling Customer complaints and assigning resource based on the complaints to
Solve the problem.
Creating the Monthly and Weekly report for Calls management.
Hardware Maintenance and Troubleshooting for 850 PC.
Operating System installation and Troubleshooting.
Supporting Software’s Installation and Troubleshooting.
Remote Support to Users.
Maintaining Entire LAN and WAN Setup in Chennai Port.
Check the Update Antivirus definition on daily basis
Coordinating with network and server supporting team.
Configuring Network Printers.
Taking back up and restoring it according to the need.
Keep tracking the hardware assets
Netz star Technologies – Chennai
Designation : Customer Support Engineer
Period : Feb 2008 – Feb 2010
Roles and Responsibilities
Hardware Maintenance and Troubleshooting for Servers and systems
Operating System (XP, 2000 & 2003 server) installation and Troubleshooting
LAN and WAN Network
Troubleshooting hardware & desktop component
Ms Outlook Express Configuration
Supporting Software’s Installation and Troubleshooting
EXTRA CURRICULUR ACTIVITIES
I’m a Cricketer – Played in Coimbatore league Matches
PERSONAL INFORMATION
Date of Birth : 19.01.1986
Sex : Male
Nationality : Indian
Marital Status : Married
Passport : Having Valid Passport
Declaration
I hereby declare that the above information provided is true & best to my knowledge.
Date:
Place: Chennai
VISHNU PRASATH S
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