Work Summary
I have 6+ years of experience and specialized in IT service management with knowledge on Incident, Problem and Application management, command center, having worked with MNC for 4+ Years, strong knowledge on and working experience in IT Service Management/ITIL processes, Service Level Agreements (SLA’s) and Operational level Agreements (OLA’s) implementation, driving it to closure an analyzing the roots cause and share feedback with team in order to prevent the incidents to happen again and it’s day to day management.
Worked in geographical locations like NA, EMEA, APAC and work both in Internal and External(Vendor) company covering industries like customer care management, MNC, IT Solution and services, operational management.
Proficient at Managing and leading teams at times for smooth operational management. Possess excellent interpretation, problem solving, communicational and operational skills with proven abilities in Team management, customer relationship management and planning.
Areas of specialization: Team Management, Service Delivery, IT Service Management (problem, incident, vendor Management), Active Directory, Microsoft Lync, Windows Server 2012 R2 and Windows 8.1, SAP User, Desktop Support, Application support.
Seeking job to work in a globally competitive environment on challenging assignments that shall yield the twin benefits of the job satisfaction and a steady paced professional growth and seeking position to utilize my skills in the software and hardware industry that offers professional growth while being resourceful, innovative and flexible across geographical boundaries, Need to overcome boundaries and scale new heights.
Work Experience
July 2015 – Present
Computer Engineer
Al-Futtaim EIT
EIT Office, 6th Floor, Festival Tower
Dubai Festival City, Dubai, UAE
Key Roles
• Administering active directory users & computer.
• 1st and 2nd line support – troubleshooting of IT related problems from in-house software to hardware, such as mobile phones, Laptops, PCs and Printers.
• Troubleshoot basic network issues such as ADSL broadband, VPN, & connectivity issues.
• Log all calls in the Tivoli Service Request Management (TSRM) – Planned implementation of BMC remedy.
• Provide stats for the weekly Service Desk report on call trends.
• Basic Active Directory, MS-Exchange knowledge, creating user accounts, reset passwords, create groups etc.
• Basic User & Security Group Active Directory administration
• Administer user’s machines remotely.
• Troubleshooting Outlook 2010 & 2013 within a network environment (permissions, calendar sharing, delegation)
• Deploy PCs and associated peripherals including new installations and the redeployment of existing equipment.
• Performing upgrades, new installations and carrying out routine procedures using Software Center Configuration Manager (SSCM)
• SAP Password reset and maintain SAP Account settings.
• Blackberry Enterprise Activation/Blackberry Support, Working on Blackberry enterprise Server (BES)
• VPN hardware/software Troubleshooting (System Endpoint Security) Check Point VPN Client
• SharePoint document updates/postings
• Send out I.T related application/server downtime alerts to users.
• Coordinate with Local tech support companies for issues that cannot be resolved via the phone.
• Printer installations, Network Copier/Scanner support/setup on network.
• User Account Maintenance, Active Directory/ (Global address List) GAL Maintenance.
• Provide support for all Smart tablets (Especially Surface pro) and smart phones. Backup/restore and install necessary apps in the devices.
December 2014 – January 2015 and April 2015 – June 2015
IT Technical Engineer
TAWAZUN
P.O Box 908 10th Floor,
Mamoura B, 15st Muroor ,Abu Dhabi UAE
Key Roles
• Administering active directory users & computer.
• Automates routine AD management and reporting activities.
• Facilitates creation, organization and deletion of AD objects in Bulk
• Administering Microsoft Exchange 2010, users, group distribution, mailboxes access.
• Administering Manage engine, generating service / incidents reports.
• Conduct in house training using manage engine sharing technical knowledge.
• Provide enhancement technical process for delivering reliable services.
• Provides/generate monthly utilization for the Tawazun clients & all subsidiaries.
• Provides support isolated users thru remote tool (LANDesk)
• Administer End Users provide data network access into their respective dept.
• Setting up a workstation. Allocate data access configure permission.
• L1/L2 support for general users queries/issues.
May 2012 – Oct 2014
Services Support Representative 1A (Microsoft) – Level 2
Unisys India Private Limited.
Plot No.13,14 & 15,4th Floor & 5th Floor
Warp Tower,7th Road, EPIP Area, Whitefield
Bengaluru, Karnataka, India.
Key Roles
• Provide Telephonic, Remote, On-site Support if the problem is not resolved, Monitor and respond quickly and effectively to requests received through the IT Support and assign to the queue and process first-in first-out based on priority, Utilize and maintain the helpdesk tracking software and update knowledge base article, Document internal procedures, adhere SLA’s and avoid breeches.
• Support Products like Microsoft Lync 2013, Troubleshoot issues with Lync using snooper Debugging tool, Provide Desktop support for internal Microsoft Employees, Creating User accounts, Assigning user rights, maintaining accounts, set group Policies in Active Directory.
• Install and configure new software, Maintain software, release updates through SSCM 8.1, Also Maintain inventory of all equipment, software and software licenses.
• Core windows issues and working on Active Directory, User administration, Security and desktops.
• Managing SharePoint permissions, Moving/copying sites, Managing SharePoint site space allocation etc.
• Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups.
• Troubleshoot and resolve hardware, software and communications issues by interacting with application end users, application engineers, system engineers and hardware / software vendors.
• Provide analysis on Business and develop business software and knowledge base articles.
• Closely work on movement of accounts from On-Premises Server to cloud Server using Microsoft PowerShell Scripting. Collect logs from the affected machine and analyze the Logs to provide effective solution, Trace Logs like UCCAPI, Windows Logs in event Viewer.
April 2010 – May 2012
Subject Matter Expert (AT&T)
Convergys India Services Private Limited.
Divyasree Towers #55, Bannerghata Main Road, Bangalore 560 029, INDIA
Key Roles
• Promoted to SME from Senior service Desk support, L2 Service desk involves advance support for escalated calls and provide Exceptional Customer/User Experience, was in L1 support for 3 Months to understand the product
• Development, testing, and implementation of the technical solution, and validates the final product satisfies the defined requirements. Reviewing technical documentation, such as user guides, training manuals, and system specifications, prior to distribution to end-users and agents, and ensures their subject area is accurately represented. Update the gained knowledge to the lower level colleagues and make sure the agents are up-to date on product knowledge
• On successfully calls (90% rate success) upsell products and provide detailed information of the product and how the product will be of Immense use to User/Customer.
• Conduct team hurdle in absence of Team Leader and update agents with their scores for the day, review monthly scorecard and assist agent if lagging behind, Conduct sessions with agents if agents are not following or need help with an updated process
• Fulfill duties of a Floor Leader by being an active point of contact for agents and leads to update information when needed.
• Follow up on Major Incidents with updated information and updated account settings and inform all teams who are working on the Major incident.
• Arranging tasks from easiest to hardest. Also, remember that they are professionals and should be treated as so. If recommendation from higher hierarchy, then take it into consideration. If the ideas seem a little far-fetched, then discuss it with higher hierarchy as they might have an insight that we do not see.
• Conduct team hurdle and update agents with their scores for the day, review monthly scorecard and assist agent if lagging behind, Provide Feedback on the topics which the agent feels left out.
Feb 2009 – April 2010
System Administrator
Versabit Technologies Private Limited.
No 936, 6th Cross BSK 1st Stage, 2nd Block, Bangalore – 560050, Karnataka, India.
Key Roles
• Analyzing system logs and identifying potential issues with computer systems.
• Applying operating system updates, patches, and configuration changes.
• Installing and configuring new hardware and software on the domain joined machine.
• Adding, removing, or updating user account information, resetting passwords.
• Applying Desktop Restrictions, application limitations, User access controls.
• Maintain user accounts and create, modify, delete user account information in Active Directory
• Maintain Network connections along the organization and make sure no issue with networks.
Education:
Course :
B.S.C in Computer Technology 2009-2012
Manav Bharti University – India.
M.B.A in Information and Technology and Operations 2013-2016
Karnataka State Open University – India.
Certificates and Trainings Attended
November 14, 2014
ITIL® FOUNDATION
CERTIFICATE IN IT SERVICE
MANAGEMENT
June 2008
MCSE & CCNA
Certificate for pursuing ACHNP course in IIHT.
April 2001 – May 2002
AT&T Internet
SERVICE PROVIDER
IT Specific Skills
Skills
• IT Management
• TCP/IP, Local Area Network and Wide Area Network
• Microsoft Lync 2013 using SNOOPER
• Office and Outlook
• BlackBerry Enterprise Server
• Active Directory, Microsoft Exchange
• DNS and DHCP
• SCCM
• ITIL-Problem, Change, Incident Management
• E- commerce HTML
• SAP Account Management (SAP Windows Logon 740)
Remote Access
• Landesk 9.5
• RDP
• MSRA
• Direct access
• Microsoft Lync 2013
• VPN (private network)
• NetSupport (monitoring software)
• Remote Access (TeamViewer, Log Me In & MS remote Desktop Connection
Software
• Microsoft Virtual PC
• Symantec Antivirus
• Symantec Backup
• Microsoft Office 2013
• Adobe Photoshop
• Adobe Dreamweaver
• Adobe Acrobat
• FileZilla
• FTP Temp access
• Blackberry Link
Virtualization:
• Cisco Packet Trace
• Microsoft Hyper-V
Microsoft Office:
• Word
• Excel
• PowerPoint
• Outlook
• Project
• Visio
Operating System
• Windows 8.1
• Windows 7
• Windows XP
Linux
• Ubuntu 9.0
• Redhat
Macintosh
• Mountain Loin
• Mavericks
• Yosemite
• El Capitan
Ticketing Tools
• BMC Remedy
• Siebel CRM
• IBM TSRM
• Microsoft ITSM
• Manage Engine Service Desk Plus
• Ask Spider
REFERENCES
Available upon request.
