Profile
4+ yrs of professional experience as Desktop Support Engineer in various environments. This includes all activities like installation, configuration and Troubleshooting of Desktops, LAN, Servers, Routers and Switches etc…
Work Experience
Working as a Desktop Support Engineer (L2)
For PCS Technologies, Client (Hershey India Ltd.),
From Nov 2014 to Till Date.
Scope of work:-
Dealing with hardware and application support queries and issues reported to the support Desk and escalated to the Desktop Support Administrator
Provide user data and application recovery
User account administration, i.e., account creation and management and password resets on Active Directory
Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
Use tools and methodologies to load, copy and customize operating system configurations for deployment
Responsible for the daily switching of backup tapes at the different backup sites
Provides backup support and assistance to the Network Administrator as needed
Responsible for tracking hardware and software inventory
Familiarize end users on basic software, hardware and peripheral device operation
Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Administrator
Works with vendor support contacts to resolve technical issues within the desktop environment
Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
Works with other IT team members regarding new branch builds and upgrades
Dealing with queries by following departmental procedures for fault resolution
Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines
Arranges for and/or prepares equipment for shipping/receiving
Maintains I.T. records and tracking for area of responsibility
We handle requests/tickets using applications such as Microsoft CRM, Lync or related applications that is approved by Hershey India Ltd
Ensures that supported customer accurately completes the approved work request with the date and time of submission
Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
Configured automatic updates for network clients by using Group Policy.
Designed, planned and implemented Group Policy, delegation strategies and OU structure.
Installed IIS 6.0 and IIS 7.0 For web services in 2008 server
Administered/provided troubleshooting for Lotus Notes and MS Outlook Exchange Server.
Installed and configured Cisco any connect VPN Client and Cisco telecommunicator
Maintained technical knowledge in networking area; operating system (Server and PC).
LAN Administration: added users; printers; removed users; controlling access right list.
Monitored server performance.
Responsible for creating, testing PC images using Image Centre and Ghost.
Supported more than 250 users of Hershey India Pvt Ltd.
Backup administration.
Worked as a Desktop Support Engineer (L1)
For Magna InfoTech Pvt Ltd, Client (Wipro InfoTech – Hyderabad)
From April 2013 to Oct 2014.
Worked as Technical Support Executive (Service Desk)
For Sai Info Systems India Ltd., (SIS) Gujarat, India
From 27 Aug 2011 to 8 Oct 2012.
Technical Skills
• Good functional knowledge of Basic Networking and TCP/IP.
• Good exposure to LAN/WAN using Hubs,Switches,Routers.
• Knowledge of identifying network issues and troubleshooting the same.
• Troubleshoots and repairs hardware and software problems with desktop and laptop computers and printers, and other network equipment.
• Installation & Configuration of Windows 2008/2003/XP/Vista/windows 7 Desktops & servers
• Managing users and groups using system policy and group policies.
• Installing, Configuring and administration of DHCP, DNS servers
• Configuring properties for User Accounts.
• Assigning files and folder permissions.
• Troubleshooting user account related problems and configuring network resources and giving access to users.
Software Exposure
Server / Network OS : Windows NT Server 4.0, Windows 2000 Server,
Windows 2003 Server.
Programming languages : VB 6.0, C, C++, JAVA, COBOL.
Operating Systems : Ms-Dos, Windows 95/98/ NT/2000/XP.
RDBMS : Oracle 10g.
SQL Server 2000, MS Access 2000
EXTRA SKILLS:
Completed Training on CCNA from Zoom Technologies, Hyderabad.
Qualifications & Education
Master of computer application from S.v University in 2010
Bachelor of Science (B.SC) From S.V University in 2006.
Intermediate Board of Education in A.P 2003.
Indian council of Secondary Education New Delhi Board in 2001.
