Engineer Customer Service

RITESH NIKAM

~ Mobile: +91-982******* ~ E-Mail: ******.****@*******.***

________________________________________CAREER OVERVIEW

MCSA Certified with over 4 years

Presently associated with Wipro InfoTech Ltd., Pune as Desktop Support Engineer.

Hands-on experience in technical activities, resource administration and quality management.

Thorough understanding of installation, configuration & maintenance of Windows Operating System 98/2000 / XP / 2003 / 2008 / Vista & 7.

Proactive in assessing training & development needs and effectively aligning the programs with business objectives.

Results oriented professional recognized for taking major initiatives, adapting to rapidly changing environment and resolving mission critical issues to ensure success.

________________________________________COMPETENCIES OVERVIEW

Providing high-end technical support on systems, managing incidents and ensuring high end-user satisfaction levels through solution of their problems.

Managing design & implementation of problems and conflicts; suggesting improvement in the operations and processes to make the system foolproof.

Suggesting improvements regarding system & extending onsite support to clients including maintenance.

Conceptualizing & developing training & development initiatives for improving productivity, building capability and quality enhancement.

________________________________________EMPLOYMENT SCAN

Wipro InfoTech Ltd., Pune: Since Mar’11

L2 – Desktop Management (Infrastructure Client Services Analyst)

Client : MATTEL (Pune)

Application Software : MS Office 2003 / 2007 / 2010, Antivirus, VNC, Net meeting, Offer Remote Assistant

(ORA), Mobile device related software’s, etc.

Operating Systems : Windows 2000 / 2003 / XP/ Vista / 7

Basically MATTEL is the world number 1 US Based Toy manufacturing company which are spread all where in the globe. Mattel having 132 corporate offices in each country.

Accountabilities

Guiding the L2 support to all desktops, laptops and Blackberry devices.

Accessing the Console of System, Severs, Active Directory service, SCCM server, Remedy tool and other applications through citrix client.

Deploying the various software’s via SCCM.

Managing the print servers.

Managing Blackberry users.

Troubleshooting on Security related issues such as Account lockouts and Antivirus.

Managing the Installing the various applications and supporting them such as VPN and other applications.

Provide assistance for locally attached printers, network printer, scanners and miscellaneous peripherals for onsite locations.

Installation and configure the Email client Microsoft Outlook.

Providing remote access services for MATTEL employees on remote customer sites.

Ascertaining the Incidents, Problem Management and Change Management process & ensuring working practices are effective and efficient.

Highlights:

Resolved all mail client issue like (Microsoft outlook, Outlook express, lotus note, mozilla thunderbird)

3i-infotech Consultancy Pvt. Ltd., Mumbai: Dec’10 –Jan’11

Desktop Support Engineer

Project : Vodafoneessar Cellular Ltd., Pune.

Designation : Desktop Support Engineer.

Accountabilities:

Installed and configured:

o Email Client Microsoft outlook and outlook express.

o new devices and Desktop / Workstation / Think Client),

o Operating System Windows XP and Windows Vista.

Resolved Windows and Internet Explorer issues on desktop and laptop.

Identified and removed computer viruses.

Provided Telephonic support and resolved problem through remote assistance, net meeting and VNC tools.

Maintained he Successful SLA and BMC Remedy call-logging software Installing Network, local printers & Scanners.

Rendered Best Remote support to Vodafone office and store in Maharashtra.

Future Focus InfoTech Pvt. Ltd., Pune: Aug’10 – Dec’10

Desktop Support Engineer

Project : IBM India Pvt. Ltd., Pune.

Designation : Desktop Support Engineer

Application Software : MS Office 2000 / 2003 / 2007, Antivirus, VNC, Net meeting, Remote Assistant (ORA),

Mobile Device Related Software’s, etc.

Accountabilities:

Anchored installation, configuration and administration of Windows XP Professional.

Steered efforts for troubleshooting desktop and IBM ThinkPad and Think Centre Level Problem.

Executed the installation & configuration of mail clients IBM Lotus Notes 7, 8, 8.5.1 Client and IBM Same-time Connect and IBM Notes Database and document links.

Wireless Network Configuration.

AT&T, IBM WECM, Checkpoint Secure client & Cisco VPN client.

Installation of managed Symantec Antivirus software.

Highlights

Obtained Customer Service Level Agreement (SLA).

Ventura (India) Pvt. Ltd., Pune: Mar’10 - Aug’10

Technical Support Engineer

Accountabilities:

Actively involved in installing and configuring E-mail Microsoft Outlook and Outlook Express.

Addressed Windows and Internet Explorer issues on desktop & laptop.

Effectively provided Remote support and resolved issuers through Remote support tool Bomgar software.

Implemented IMANTRA Call-Logging Software and successfully maintained the SLA.

Beltronic Consultancy Pvt. Ltd., Mumbai: Aug’07 - Mar’10

Desktop Support Engineer

Project : Vodafoneessar Cellular Ltd., Pune

Duration : Apr’09 – Mar’10

Accountabilities:

Facilitated installing and configuring email Microsoft Outlook and Outlook Express.

Detected and removed computer viruses and provided major repairs in accordance with outside vendors.

Directed the activities to unlock the Users id through Active Directory Consol.

Giving Telephonic support and resolving problem through Remote assistance, net meeting and VNC.

Project : ICICI Bank Ltd, Pune.

Designation : Field Management Engineer

Duration : Aug’07 – Apr’09

Accountabilities

Proactively involved in troubleshooting and diagnosing hardware and software problems, including desktop, laptop, LAN and remote system.

Executed installation, configuration and administration of Windows Vista / XP/ Professional / 2000 Professional and Windows 98 for desktop users.

Oversaw the investigation and resolution of hardware and software issues both remotely and onsite.

________________________________________CERTIFICATIONS

Installing, Configuring, and Administering Microsoft Windows XP Professional.

Managing & Maintaining a Microsoft Windows Server 2003 Environment.

Planning, Implementing and Microsoft Windows Server 2003 Active Directory infrastructure.

Installing, Configuring, and Administering MS Exchange 2003 Server.

________________________________________SCHOLASTICS

MCM (Appear) from Dr. Babasaheb Ambedkar Marathwada University.

Bachelor of Commerce from Dr. Babasaheb Ambedkar Marathwada University, Sant Dnyaneshwar Mahavidyalaya, Aurangabad in 2009.

XII from N.M.College, Jalgaon, Nasik Divisional Board in 2006.

X from L.N. School, Jalgaon, Nasik Divisional Board in 2003.

________________________________________

PERSONAL DOSSIER

Date of Birth : 18th August, 1986

Present Address : Flat No.B-10, S.No.35/7, Ganeshangan, Near Zeal College, Narhe, Pune-411041.

Permanent Address : Flat No.B-10, S.No.35/7, Ganeshangan, Near Zeal College, Narhe, Pune-411041.

Languages Known : English, Hindi and Marathi

Location Preference : Pune

Contact this candidate