It Support Technical

Curriculum Vitae

Personal Information

Jagadesh Kumar M

Date of Birth: August 19, 1994

Marital Status: Single

Passport No: Z7649323, Expiry Date (February 12, 2034)

Mobile No.: +91-866******* (Mobile / What’s app)

Email ID: *****************@*****.***

Summary

Highly motivated and results-oriented IT Engineer with 5.5 years of experience providing exceptional technical support to users across various industries. Proven ability to troubleshoot hardware and software issues, manage G Suite & MDM environments, and ensure IT compliance. Increased user satisfaction with IT support by 10% through proactive problem-solving and clear communication.

Education

Bachelor of Engineering (Computer Science Engineering) - KSR College of Engineering, Tamil Nadu, India (Completed April 2018)

Technical Skills

Operating Systems: Windows 10, Windows 8.1, Windows 7, macOS 12 (Monterey), macOS 13 (Ventura)

System Administration: G Suite, SCCM, Active Directory, MDM (SureMDM)

Cloud Technologies: Microsoft Azure

Ticketing Systems: ServiceNow

Troubleshooting Tools: Performance Monitor, Activity Monitor

Other Skills: Microsoft Office Suite, Anti-Virus Software

Work Experience

IT Support Engineer

MRCube Solutions Private Limited (Client: Nurture Farm) - July 2022 - Present

Vays InfoTech (Client: Happiest Minds) - Jan 2021 - May 2022

Precision Informatics Private Limited (Client: Jana Small Finance Bank) - Nov 2018 - Dec 2020

Experience Summary

MRCube Solutions Private Limited

Client: Nurture Farm

Period: July 2022 till Now

1.5 years of overall technical experience in MDM.

Hands on Experience in 42 Gears SureMDM tools / Platform

Deploy, configure, and maintain the ManageEngine MDM solution.

SureMDM-Administrator: SureMDM Suite tools, Application Packaging, and deployment

Composer, image deployment using SureMDM, creating policies for managing Mac via Suremdm, Patch Management, Compliance Management, and Apple Business Manager.

Monitor the performance and availability of the MDM platform.

Implement patches, updates, and upgrades to keep the system current.

Troubleshoot and resolve any issues related to the MDM platform.

Enrols and manages mobile devices across the organization.

Implement policies and profiles for device configurations and security settings.

Ensure compliance with organizational security and data protection policies.

Provide technical support and guidance to end-users regarding MDM functionality and features.

Assist with user on-boarding and device enrolment processes.

Monitor and enforce compliance with security policies, regulatory requirements, and industry standards.

Conduct periodic security audits and assessments of the MDM platform.

Administer, manage, and maintain the G Suite ecosystem by creating and deleting user accounts via the admin console and also rename users and change passwords via the Admin console.

Transfer ownership of files during the user deletion process

Coordinate with Google to restore deleted users for data recovery

Install Google Workspace Marketplace apps

Create new groups in the Admin console, manage group members, and access settings created in the Admin console

Manage specific service settings and devices in the Admin console, including Calendar, Google Drive, and Docs

Manage mobile devices and endpoints using Google endpoint management

Act as the single point of contact for P1 and P2 incidents, perform business impact assessments, coordinate and carry out suitable resolution involving key technical teams including Google support Provide problem resolution reports to management as needed

Escalate support issues to Google Support, follow up, and resolve them in a timely manner

Coordinate with the vendor regarding VC solutions

Design and install integrated systems for organizations and configure employee level-based access rights

Conduct tests on faulty machines and analyze technical problems in hardware and configuration

Day-to-day ticket handling in ServiceNow and closing 10-20 tickets per day

Created, updated, and maintained document workflows, user resources, and IT processes Enforced IT policies including security, email, accounts, passwords, and compliance

Reduced risk through the development and implementation of MDM policies including security and reporting while keeping incidents below the required 5% threshold

Provide friendly, timely, and high-quality IT support to our internal and remote team of over 300+ users Administration of Google Apps for Enterprise for all users including troubleshooting

Vays InfoTech

Client: Happiest minds

Period: Jan 2021 till May 2022

Maintain workstation security using various technologies such as endpoint protection software, data encryptions, application whitelisting, and others

Installation and roll out services of new desktops and laptops via PXE

Hardware fault diagnosis and isolation of desktops/laptops. First level of support for desktops/laptops under warranty/AMC with third-party vendor & vendor coordination for L2/L3 & Spares support

Installation and OS Support - Repair/Re-Installation or fresh Installation

Installation and Software Support on Office Automation software, Anti-virus software, Email Client (Outlook), IE, and other business-critical applications

Installing and configuring workstations according to user requirements (adding workstations to Domain, Outlook, IE, installing development software, giving suitable privileges to users)

Available 24/7 to perform on-call/stand-by duty and perform scheduled changes

Attended SRT for high severity incidents (Sev1/2), providing Root Cause Analysis and defining action items accordingly

Coordinated with AD team, backup team, network team to resolve problems related to Exchange Issues

Added, Deleted, Modified, and Moved Active Directory user/computer accounts

Troubleshooted on remote computers (Any desk, Quick Assist)

Led day-to-day testing and reporting of IT compliance; monitored internal compliance standards against information security policies and processes

Performed Policy push in SCCM and Azure endpoint manager

Maintained compliance status for devices reported to Azure AD and handled Conditional Access policies with access controls set to Require device to be marked as compliant

Maintained Conditional Access that uses compliance status to determine whether to grant or block access to email and other organization resources

Blocked unauthorized applications in key access

Provided monthly reporting of patching activity; worked with local teams to resolve patching issues

Performed routine software updates to enhance functionalities and security

Maintained workstation security using various technologies such as endpoint protection software, data encryption, application whitelisting, and others

Precision Informatics Private Limited

Client: Jana Small Finance Bank

Period: Nov 2018 to Dec 2020

Provided help desk support, interacting with users to resolve problems with infrastructure operation, performance, or maintenance.

Defined workarounds for known errors and initiated process improvements to enhance efficiency.

Supported daily operations for 36 assigned systems/products, proactively identifying and implementing changes to address system response or operational issues.

Configured printers, modems, and scanners.

Troubleshooted slow-performing systems or OS corruption issues, rectifying them within SLA.

Set up a new SSL VPN service, installed, and configured client applications.

Performed daily assigned ticket review and resolution, prioritizing based on urgency.

Performed software installations, including MS Office, Acrobat Reader, email clients, and antivirus software, while also removing viruses from desktops.

Configured LAN and Wi-Fi networks.

Configured email clients like Outlook and Zimbra.

Troubleshooted Outlook and Zimbra application issues.

Handled all desktop support issues in a high-volume manufacturing firm, keeping 250 employees up and running on Windows 10.

Resolved trouble tickets 25% faster than other desktop support engineers.

Performed installation, configuration, migration, upgrades, and maintenance of desktop PCs/servers, software, and related peripherals.

Troubleshooted remote computers using tools like Any Desk and LogMeIn.

Created user credentials within applications.

Performed weekly backups to external hard drives.

Notice Period: 1 Month

I do hereby declare that the above furnished details are true to the best of my knowledge

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