Desktop Support Assistant Manager

Career Objective:

To obtain a challenging and hardworking position that utilizes the best of my skill set, expands my knowledge base, and helps me prove myself as a value addition to the company.

Professional Summary:

-Desktop Support Engineer with 5.7+ years of solid experience skilled in computer systems, troubleshooting, monitoring, and providing exceptional service to end users.

-Installed and Maintained Desktop Software & Hardware and created Standard Operating Procedure for Desktop Support activity.

-Effectively involved in Office365 license management and troubleshooting.

-Well versed in Installing and configuring Win7,8,10 operating systems versions.

-End to end hands on experience in required Software troubleshooting, manual installation, peripherals installation and configuration in accordance with the specifications.

-Performed account administration in Active Directory including adding, updating & deleting users & groups.

-Provided daily technical support for e-mail, network connectivity, telecommunications, peripheral equipment, and system maintenance.

-Good experience in handling basic Unix/Linux commands for fetching logs from server.

Work Experience:

Propitious Technologies Desktop Support Engineer August 2021 – December 2022

Roles and Responsibilities:

-Actively coordinated with IT department to manage internal systems, perform troubleshooting, and minimize downtime.

-Configuration of Network Printer, Scanner and troubleshooting the same.

-Handling critical situations until normalcy is attained (with long term fix/resolution).

-Provided weekly, monthly, quarterly, yearly, and on-demand Helpdesk reporting metrics to Senior Management to assist in effective decision making.

WNS Global Services Senior Associate December 2019 – August 2021

Roles and Responsibilities:

-Initiate Bridge Calls and coordinate with various technical teams for Severity-1 incidents and making sure the same is resolved within the SLA.

-Involved in Common Mailbox monitoring for incident creation using Service-Now ticketing tool.

-Generating management reports in Service Now.

-Good experience in JIRA/Service Now (ticketing tool) for ticket creation, classification and generating reports.

-Initiated Queue Burn Down Process with the client to ensure maximum incidents are resolved for efficient queue management.

Suryoday Small Finance Bank Senior Associate March 2019 – December 2019

Roles and Responsibilities:

-Configured Anti-Virus to fully protect the system, reducing risk by 95%

-Involved in Microsoft Windows Server Operation system updates.

-Maintaining individual reports for every personal detail customization and tracking them accordingly.

-Effective monitoring of common mailboxes and maintaining workflow.

Kotak Mahindra Bank Assistant Manager May 2017 – March 2019

Roles and Responsibilities:

-Logged and maintained accurate records of repeated queries in SOP document for future troubleshooting and diagnosis purposes.

-Provided technical support via phone, live chat and email mediums.

-Setting up workstations with cables, equipment, profile creation, password setups and required software for new staff joining the organization.

Computer Proficiency:

-Tools : ServiceNow, Jira

-Operating Systems : Windows 7,8, 10 & above versions, Unix, Linux

-Applications : Microsoft Office 365, Exchange Server, PC, VPN, Putty, WinSCP

Educational Qualifications:

-B. Tech – Information Technology (2011 – 2015)

Scad College of Engineering and Technology, Anna University

-Higher Secondary Education (2010 – 2011)

St. John’s Higher Secondary School

-SSLC (2008 – 2009)

St. Xavier’s Higher Secondary School

Personal Details:

-Father’s Name : Lakshmanan

-Date of Birth : 15 Dec 1993

-Gender : Male

-Nationality : Indian

-Languages Known : English, Tamil

-Marital Status : Married

-Pass Type : Dependent Pass [Open to Work Permit]

-Expected DOJ : Immediate Joiner

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