Support Engineer Los Angeles

GANESH RAJ

EUC Engineer

E- Mail: *************@*****.***

Ph: +1 213 (547) – 6007

Location: Los Angeles, CA

US Driver’s Licence: Active

PRIMARY SKILLS

End User Computing Engineer

Digital Experiencing Monitoring (Nexthink)

Remote Desktop (Damware)

System Engineer

IT Support Engineer

Network Support Engineer

Cloud Support Engineer

IT Operations Analyst

ID & Access management

Remote support Engineer

Asset management

IT Service Desk Analyst

Project Management

TECHNICAL SKILLS

Technologies Nexthink, Deepfreeze, Concord Cloud, Azure ITSM Tools SolarWinds Service Desk, Service Now (SNOW), Heat Software Tools Damware, SCCM, Active Directory, Intune, O365 Admin, PowerShell, Concord Cloud Fax, VDI, VMware, MDM (Mobile Device Management), DUO Mobile, Global protect VPN, HP Anyware

Security Software Sentinel One, McAfee, Ivanti, Genetec Security, SEP PROJECT EXPERIENCE

Bahwan Cybertek USA

Role: Lead Engineer

Client: HACLA (Housing Authority of City of Los Angeles) Los Angeles, California

(Aug 2023 – Jan 2025)

Respond to user requests for service; troubleshoot incidents and problems, develop solutions; fix issues to the equipment’s.

Manage the day-to-day incidents and service requests resolving them promptly utilizing the ITSM tool of record

Identify non-compliance thin clients and perform upgrade to run latest VDI software

Identify and troubleshoot for VDI Desktop performance issues related to CPU, Memory and storage

Assist clients with Network connectivity issues, including LAN/WAN, Wi-Fi, and VDI

Perform enrolment on new devices such as Laptop or Desktops to MS Intune on Win 10, Win 11 devices.

Configure RBAC Roles for BitLocker Recovery Key Reader in Azure AD

Handled 17 remote sites in Los Angeles, troubleshoot for LAN, WAN, Cloud Printing, VDI connectivity issues

Able to Troubleshoot Hardware & Software issues with Desktop PCs, Surface Pro Tablets, Mac book Pro, Mobile devices and VDIs.

Troubleshooted using Damware (Remote Desktop) Application software to assist end users on the Endpoint related issues

Troubleshoot both hardware and software issues at walk-in centre

Monitor the device encryption status report and take necessary action on the respective devices.

Support with creating, editing, and maintaining user accounts, permissions, and passwords in Office365/Azure.

Ability to work with Service Delivery and Network Engineers to solve the incident/request and interpret complex solutions and fixes.

Provide support to user departments in the operation and processing of on-going business computer applications

Provided support for decommissioning Cisco, Ruckus switches, NAS storage, APC Backup Power supply and VMs in the Data centre

Diagnose and resolve technical problems related to network performance, security breaches, and software issues.

On-call support for monitoring Incidents, Logs and Support mailbox for smooth flow of end user/business daily activities and report defects as necessary.

Implemented Genetec software solutions to streamline monitoring processes and improve overall operational efficiency

Analyse existing systems to identify areas for improvement and recommend effective solutions with KB article

Handled multiple special projects such as setting up Deepfreeze software and Concord Cloud faxing across 17 client sites

Experienced with SolarWinds Service desk, Ivanti, Active Directory, SCCM, MECM, and Intune Mobile Device Management.

Create Knowledge Base (KB) article for identified new solutions and ensured it is accessible from ITSM tool HCL America

Technical Specialist

Client: Cox Communications Inc., Atlanta, Georgia

(Dec 2015 - Aug 2023)

Analyse the Device performance issues which affects the computer and system within an Entity or Region or Global which includes 23,000 client computers, services such as Carbon Black, Global protect (VPN), CyberArk Agent etc. services from the Nexthink (Work-blaze) Portal and the destination servers

Monitor Network performance of the Organization using Nexthink Infinity tool through PROACTIVE & REACTIVE Methods and take necessary action to prevent any issue(s) that could trigger

Monitor the device encryption status report and take necessary action on the respective devices.

Create, review and publish the Dashboard for Performance Monitoring

Enable Nexthink alerts for exceeding threshold limits for any specific parameter

Customize Nexthink Engage Campaigns and publish in production environment

Assigned appropriate permissions in Intune for IT Support Helpdesk

Setting up the rules for automatic cleanup Intune device for the devices which not checked in for specific days

Administer & Troubleshoot Device Performance and Internet connectivity throughout the organization for Excellent Connectivity, Good Throughput and No Latency

Coordinate with IT Co-ordinator for distribution of new computer equipment and repair of both Windows PCs and Mac IOS.

Manage Nexthink Application – Finder & Portal using Nexthink Administration Console and ensure corresponding Nexthink Engines are actively running and capturing data

Ensure network stability, security, and performance, with a focus on proactive monitoring and maintenance

Data Transfer from BitLocker encrypted drives of hard drives rescued from failed machines.

Analyse and Identify the Top-notch Technical issue defects using Nexthink Infinity tool which can identify the Devices experiencing performance issues

Triveni IT

Network Administrator

Client: Cox Communications Inc., Atlanta, Georgia

(Oct 2014 - Dec 2015)

Using Nexthink tool Monitor client Network and Performance of End user computing devices and report issues Proactively.

Configure System Alerts in Nexthink, Investigation based Alerts and Service-based Alerts in Nexthink Portal and monitor & address for any critical Alerts in the IT Infrastructure.

Diagnose and resolve technical problems related to network performance, security breaches, and software issues.

Provide support to user departments in the operation and processing of on-going business computer applications.

Configuring and Installing Cisco, Telepresence systems such as Cisco CTS EX90, DX80 and IX5000 Series and CX3000 IP Polycom devices

Tata Consultancy Services

Role : IT Analyst

Client : Nielson (India) & Keysight Technologies., Santa Rosa, California

(Aug 2009 – Oct 2014)

Manage, monitor, and repair IT Computing systems, and ensure that systems are configured correctly and are running efficiently

Analyse and Identify the Network Connectivity issues or more serious impacts to the Computing devices such as Workstations, Laptop, Desktops, Surface Pros, Mac books and POS (Point of Sale) systems and Mobile devices

Manage Cisco Voice devices using Cisco Unified Manager Tool throughout the Organization

On-call support for monitoring Incidents, Logs and Support mailbox for smooth flow of end user/business daily activities and report defects as necessary.

Troubleshot IT issues to minimize downtime and ensure optimal system performance.

Diagnose and resolve technical problems related to network performance, security breaches, and software issues

CSS Corp

Role: Application Engineer

Client: Netgear, Chennai, India

(May 2007 – Jan 2008)

Configure and setup new wired and wireless Routers and ensure the device internet connection

Configure wireless access points and validated connectivity to all the devices at home or office

Software installations and troubleshooting, network setting for TCP/IP and Internet setup

Perform firmware upgrades on Routers and fix the hardware or software related issues

Setup the Power-line adapters and ensured stable internet connectivity Education: Bachelor in Electronics & Communication Engineering (2002 – 2006) First class. SRR Engineering college, Chennai

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