Support Engineer Desktop

P SATYANARAYANA(Satya)

Email: ***************@*****.*** Phone: (M) +919*********

Professional Summary:

Highly motivated and results-oriented IT Helpdesk and Desktop Support Engineer with 4.7 years of experience resolving technical issues, providing exceptional customer service, and ensuring efficient IT operations. Proficient in Microsoft Windows environments, hardware/software troubleshooting, and network support. Recent completion of advanced training in Microsoft 365 administration, Azure Active Directory (Entra ID), Exchange Online, SharePoint Online, and Teams Online, demonstrating a commitment to continuous learning and staying current with cloud technologies. Seeking to leverage expertise and newly acquired skills to contribute to a dynamic IT team.

Skills

Operating Systems: Windows 10, Windows 11, Windows Server

Hardware/Software: Desktop/Laptop Troubleshooting, Printer Support, Software Installation/Configuration, Hardware Diagnostics

Networking: TCP/IP, DNS, DHCP, Basic Network Troubleshooting

Helpdesk/Ticketing: Incident Management, Service Request Fulfillment, Remote Support

Microsoft 365: Azure Active Directory (Entra ID), Exchange Online, SharePoint Online, Teams Online, OneDrive

Cloud Technologies: Basic Azure understanding.

Customer Service: Excellent Communication, Problem-Solving, and Interpersonal Skills.

Directory Services: Active directory

Experience

Technical Support Engineer RTSS Manpower Solutions Hyderabad, Telangana July 2017 - January 2018

Senior Desktop Remote Support Engineer Prim Access Pvt. Ltd. (Supporting Wipro) Hyderabad, Telangana August 2006 - January 2009

FMS Engineer Helpdesk Management CMS Computers Pvt. Ltd. (Supporting Genpact) Hyderabad, Telangana December 2004 - August 2006

Provided technical support to end-users, resolving hardware and software issues efficiently.

Installed, configured, and maintained desktop computers, laptops, and peripherals.

Troubleshot network connectivity problems and provided basic network support.

Managed and resolved helpdesk tickets, ensuring timely resolution and customer satisfaction.

Documented technical procedures and created knowledge base articles.

Assisted in the deployment and maintenance of software applications.

Achieved a 95% customer satisfaction rating consistently.

Reduced the average ticket resolution time by 15% through proactive problem-solving.

Resolving the problems Using Web-based call logging Ticketing System

Provide first/second level support and problem resolution: I have a proven track record of effectively diagnosing and resolving a wide range of technical issues, ensuring minimal disruption to end-users.

Collaborate with Third Party Vendors: I possess experience in working with external vendors to resolve issues, ensuring timely and efficient solutions

Manage ticket updates: I am proficient in using ticketing systems to accurately document incidents and resolutions, maintaining a comprehensive audit trail.

Install, upgrade, and troubleshoot various operating systems and software: I have extensive hands-on experience with Windows XP, 7, 8.1, 10, Microsoft Office 2010, troubleshooting local, roaming, mandatory profiles and connection pooling.

Handle printer and hardware support: I am skilled in installing, upgrading, troubleshooting, and printers and computer hardware.

Utilize diagnostic tools: I am proficient in using diagnostic tools to identify and resolve network connectivity and workstation hardware/software issues.

Instrumental in providing technical support to users and performing tasks like providing solutions on technical issues via Chat, E-Mail, phone and other electronic mediums.

Basic knowledge of the Mac operating system, to support Apple pc users.

Provide timely communication on issue status and resolution

handling complete maintenance activities of the company’s software & hardware along with troubleshooting workstations, analyzing systems & processes, networking operating system etc.

Responsible for creating user & Group accounts, updating patches, creating shared folders and giving permissions on process-related files & folders / admin privileges to users & computers.

Pivotal in co-coordinating with vendors for hardware-related issues, maintaining vendor management calls, handling all technical support calls and closing them as per SLAs.

Education

M.Sc. (Computer science) from Sikkim Manipal university

Honors Diploma in computer Hardware from IIHT

Certifications

Microsoft Certified Professional (MCP)

Microsoft Certified Systems Engineer (MCSE)

CompTIA A+ Certified

Microsoft office 365 Trained Managing Office365 Using GUI, PowerShell, Microsoft Office365 Administration & Troubleshooting, Azure Active Directory (Microsoft Entra Id), User Account Administration, Troubleshooting and Issue Resolution, Web based call logging, ticketing Systems, Communication and Customer Service, IT Security Awareness, Knowledge Base Documentation, Microsoft Exchange Online, Microsoft Office Suite.

Troubleshooting Resolving common login issues, Addressing Basic Connectivity Problems & application errors.

User Account Management Adding new user, guest accounts, Adding Custom domains, Bulk user accounts, User Templates, Disabling or deleting user accounts, Managing External users & guest access, Permissions, modifying user account details In Office 365 Admin Center & also Using windows PowerShell cmdlets.

Exchange Online: Adding Shared Mailboxes, Converting to Shared Mailboxes, Resource Mailboxes, Mail Contacts, Groups, Configuration of Mail Flow settings like Message Size restrictions, Message Delivery restrictions like Accept message from All, Selected, Required senders, Block messages from Selected senders, Delegating Mailboxes, Configuration of Email Rules, Retention policies, Configuration of Organizational Sharing, Individual sharing, Troubleshooting Email Delivery issues using Message trace, e-discovery

License Management Assigning & Revoking Office 365 licenses for users, Ensuring proper licensing compliance.

Security & Compliance Monitor security alerts & respond to incidents, review audit logs, enabling multi-factor authentication (MFA) for added security, addressing basic security concerns, such as email phishing & data retention policies.

Password Management like Resetting user passwords, Enabling or disabling password expiration policies, assisting users with password changes and resets,

Email Support Configuring Email clients e.g., outlook for office 365, Troubleshooting email delivery issues, managing email forwarding and rules.

Office Application Support Installing and activating office 365 applications on user devices, assisting with basic troubleshooting of office application issues.

One-Drive & Share point Providing guidance on using OneDrive for storage and sharing, troubleshooting file access and sharing permissions, assisting with SharePoint Document library management.

Teams & Collaboration Helping users join and participate in Teams meets and chats, Explaining Teams channels and collaboration features, assisting with files sharing and collaboration in Teams.

Ad Migration On-premises Active directory to Azure Active directory.

Azure Active directory Connect Monitoring synchronization between on-premises AD and Azure AD, Resolving Synchronization Issues. Multifactor Authentications (MFA) issues for users

PERSONAL DOSSIER

Linguistic Proficiency: English, Telugu

References: Furnished upon request

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