Engineer Technical Support

Experience Summary

Result Driven Technical support engineer with 3.7 years of industry experience with a can-do attitude, fast learner, time management skills and a strong user focus.

Currently working as an Analyst at Capgemini having experience in solving the issue of the Client remotely and providing the complete resolution.

Microsoft Certified professional in Azure Fundamentals (AZ -900) and Azure Administrator Associate (AZ- 103).

Employed network's best practice to improve security poster of the organization.

Configuring and Administering Active Directory, DHCP, DNS Management, Group Policies.

A strong background in Cloud Computing, Cloud Services and Azure Architecture.

Deploy, configure and maintain computation on Azure cloud creating VMs, NSG’s, assigning the resource groups and assigning the Role base access to the users.

Worked on Windows server 2016 creating groups users assigning roles, give the access of read, write and delete.

Able to demonstrate well and explain complex technical issues to both technical and non- technical clients

Skills Summary

Domain

Cloud

Technical Skills

Polycom RMX 1500, Telepresence Management Suite Server, NFS server, Arcos, Active Directory, GPO, Group Policy, DHCP, Windows Server 2016, DNS, Domain Controller and Backup of servers, VMix,

Microsoft Azure Fundamentals and Azure Associate.

Experience 1 – Capgemini Pvt Ltd

Designation/Role

Analyst

Start Date

Dec 2019

End Date

Present

Contribution

Worked on creating VMs, Role Based access control, Virtual Networks in Azure and assign the resource lock to the users.

Providing Video Conferencing support via video, telephone, chat and email for Capgemini employees located globally.

Resolution of all Tier 1 Video incidents within agreed SLA’s.

Co-ordinating with Local IT team remotely for endpoint troubleshooting or any incidents or maintenance activity.

Working within GNOC’s change management processes and post testing

video endpoints and call connection.

Working on Cloud based “Pexip Infinity Conferencing Platform”.

Co-ordinating and supporting over 200 scheduled/adhoc VC’s daily (24*5)

globally with the help of active team members within the team.

Performing checks on video endpoints and infrastructure for any alarms or alerts weekly.

Configuration and Installation of Cisco EX-90/C-40/SX20/SX80, Webex Room Kit Codecs, Microsoft Surface Hubs, Polycom Trio, Polycom RealPresence Group (310/500/700), trio etc.

Working on VMix, NDI and Broadcasting using Vmix through MS Teams or MS Streams.

Experience 2 - Jampot Technologies Pvt. Ltd

Designation/Role

Technical Support Engineer

Start Date

March 2019

End Date

Dec 2019

Contribution

As primary technical contact, I am responsible for providing consultative, proactive and or reactive support Instant Connect clients on Product updates like installation and upgrades (Service Pack, Patches, Minor and Major).

Troubleshoot technical as well as hardware issues; resolve outages, service affecting break-fixes.

Ensure uptime, ensure serviceability at the end of the maintenance window.

Scheduled/performed upgrades for different customers for their Instant Connect products deployed on standalone or virtualized (VMWare) servers.

Verifying the health of server’s prior going for the actual upgrades

Knowledgebase management using Confluence.

Work with Cisco partner on different technologies such as CUCM, UCCX, Expressway, Radio and ISR Routers etc.

Responsible for carrying out Quality Assurance/testing application for Instant

Connect new releases.

Experience 3 – Wipro

Designation/Role

Technical Support Engineer

Start Date

August 2017

End Date

March 2019

Contribution

Responsible for setting up the Video Conferencing and connecting the Conferencing all over India and World.

Setting up the New Video Conference device at the required location.

Configuring the Video Conferencing device by back end and testing and implementation.

Working on the Telepresence management suite to create and scheduling the conferences.

Recording the Video of conferences over the server and downloading from the server and share it with the user.

Creating users and resetting the passwords.

Excluding and Including the IP address of the DHCP in the server.

Applying the Group policies and sharing of the folder with the certain groups.

Solving the issue of the agents of IDFC MATM Tablet user over the call.

Raising the tickets for the reversal issue from the customer.

Taking the update from the user and updating the portal.

Configuration and resetting the tablets on the agent request.

Taking remote and troubleshooting the tablet issue and application issue.

Appreciations

•Achieved recognition for the smooth delivery and service provided for the Digital Webcast & Webinars conducted for the Business users.

•Appreciation for delivering detail-oriented presentation for Vmix and conducting the same.

•Appreciation from Head of the department for excellent support & Professional delivery of the BigEvent Conference.

Professional Certifications

•Certified on Microsoft Azure Fundamentals (AZ-900)

•Certified on Microsoft Azure Administrator Associate (AZ-103)

•Completed MCSE Course

Educational Qualification

Bachelor of Engineering in Electronics & Telecommunication from Mumbai University in

2017

References

Name: Pravinkumar Devanpalli Contact No: +919*********

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