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Desktop Support Engineer

Chennai, Tamil Nadu, India
October 09, 2019

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Mariyappan Raman

#*** *** *****, *.* Nagar,

Hosaroad, Electronic city (PO),

Bangalore, Karnataka - 560100.

Mob No : - +91-789*******, alt no :- +91-890*******

Email: -

Career Objective:

Senior Systems Engineer with 7.5 Year’s experience in Windows (Desktop Support) which is includes knowledge of Windows Server operating system, services and troubleshooting.

Education and qualification:

DCE (Diploma in Computer Engineering) Pass out (2010) The PEE GEE Polytechnic College, under Anna University Dharmapuri, Tamil Nadu India

SSLC, Pass out (2004) Government Higher Secondary School, Alapatti, Krishnagiri, Tamil Nadu, India

Professional Work Experience:

Alchemy Techsol India Pvt Ltd worked as a Sr. System Engineer contract with

HCL TECHNOLOGIES Ltd in Electronic city, Bangalore. Period of Nov-18 to May-19

ASAP Info Systems (P) Ltd worked as a Sr. System Engineer contract with

Tata Consultancy Services Ltd ITPL, Bangalore. Period of Oct-17 to May-18.

Frontier Business Systems (P) Ltd worked as a System Engineer contract with Nordisk India (P) Ltd in Bangalore, Period of Dec-2015- Jan-2017.

Net Connect (P) Ltd worked as a Desktop Support Engineer L1 contract with

Hewlett-Packard Ltd in Bangalore, Period of Jan 2015 - Nov 2015.

CMS Info System (P) Ltd worked as a Customer Support Engineer in Bangalore,

Period of March 2012 - December 2014.

HCL Info Systems Ltd worked as a Desktop Support Engineer in Bangalore,

Period of Sep-2010 –Feb-2012.

Technical Skill Set:

Excellent work experience in client OS like Windows 7, Windows 8, 8.1 and Windows 10.

Good knowledge of Windows server Operating System Installation and Configuration.

Basic knowledge of network issue resolving.

Worked on Ticketing Tools: 1. ITSM ticketing tool, 2. BMC Remedy ticketing tools.

Worked on Remote Desktop Tools: 1.Remote Desktop Protocol, 2.Go to Assistance

3. Ultra VNC Viewer.

Progress with current Organization:

Incident Management – Ensure quick and quality resolution of incidents that are escalated to Deep Technical Support

Problem Management -- Perform proactive analysis of incident data in an attempt to identify recurring incidents or emerging trends. Perform root cause analysis through to resolution of the problem record.

Change Management -- Review, prioritize, approve, seek approval and communicate change records that are received via the Change Management Process. Supervise and/or implement approved change requests.

Roles and Responsibilities of Technical Skills:

Providing Ticket based Technical support to the end users.

Installation, configuration, maintenance and troubleshooting of Desktop/Laptop Operating System like Windows 7 and Windows 10.

Configuring and troubleshooting of email applications: MS Outlook (2007, 2010, 2013, 2016 and Office 365).

Taking remote user machines with help of IM tools like Ultra VNC, RDP, LYNC and resolve the issues.

Incident escalation to second level team and follow defined process.

Windows Service Pack Installation and security patch updating.

Familiar with ticketing tools like ITSM and BMC Remedy.

Preforming troubleshooting on assigned ticket and resolve the problems within SLA.

Network secure printer installation, configuration and troubleshooting.

Configurations and troubleshooting of Cisco VPN clients.

Call Closure within Norms - Remote / OnSite by following the ticketing tool(s) and Standard Process.

Knowledge of Installation and configuration of Windows server OS 2008. 2012, 2016.

Knowledge of Configuring and Managing Active Directory Services, Users, Computers, Groups and Profiles.

Analyzing system logs and identifying potential issues with computer systems.

Installing and configuring, troubleshoot for Cisco Hard and Soft IP phone.

Diagnose hardware and software problems and replace defective components.

Installing and updating system related software and applications.

Using Bit locker for drive encryptions.

Joining the New PC to Domain and Configuring User profile.

Installation & troubleshooting of critical client level applications.

Escalate problems to respective infra Team.

Asset management (physical inventory of assets, asset database, tracking, updating, periodical auditing, co-ordination with vendors etc.

Disaster Recovery and Business Continuity Processes

Maintains all the Assets and sending Report weekly bases.

Setting up processes and ensuring efficient delivery of services like Asset Management, Technical Support Services, Helpdesk Management, Virus Management, V-Con request handling.

Provided Escalation Support to DL1 engineers.

Perform basic administrative support duties as required to meet specific operational objectives.

Perform miscellaneous job-related duties as assigned by the IT Manager.

Working extra hours to meet deadlines, as required and where reasonable.

Preparing daily, weekly, monthly and MSI Reports and share with ITM and Team members.

Supporting Critical users like AVP, General Managers.

Coordination with Multiple domains within the team and across other locations for issues and resolutions.

Documenting Reoccurred issues and Created SOP.

Internal audit, external audit and client Audit.

Personal information:

Father Name : Raman. N

Mother Name : R.Rajathi

Date of Birth : 16th June 1988

Gender : Male

Marital Status : Married

Nationality : Indian

Language Proficiency : English, Tamil, Kannada & Telugu.


I do hereby declare that the particulars of information and facts stated here in above are true, correct and complete to the best of my knowledge and belief.

Mariyappan R

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