Application Support and Service Desk Engineer
Tech Mahindr
Total years of experience :11 years, 10 months
Client: Department of Urban Planning and Municipalities.
-First-call resolution for IT related requests received by phone, email, in-person visit, and through HPSM.
-Ensure workload is balanced between Desktop Support Engineers.
-Mange Active Directory.
-Handle (Correspondence Tracking System) CTS requests via Admin Access.
-Troubleshoot CTS issues.
Client: Department of Municipal Affairs and Transport.
-Troubleshoot Windows OS, hardware, and software.
-Troubleshoot access to web based internal applications.
-Mange Active Directory for Users and Computers.
-Troubleshoot printers, scanners, smartphones, and IP Phones.
-Set up Projector or TV Screen for meetings.
Client: First Gulf Bank.
-Install, upgrade, and troubleshoot Windows OS, Mac OS X, Banking applications, hardware, peripheral equipment, smartphones, and IP phones.
-Apply Network Access Control (NAC) to grant network access for PCs, IP phones, and printers.
-Install Citrix and SCCM clients on users’ PCs.
-Configure Good ‘email application’ on smartphones.
-Set up video conference calls via ‘Vidyo, ’ Skype, and Lync.
First point of contact for IT related requests received by phone, email, in-person visit, and through Microsoft Service Manager Console.
•Provide first-call resolution via SCCM, escalate to other teams/external vendors when needed, and ensure tickets are closed as per agreed-upon Service Level Agreements (SLAs).
•Keep track of all requests and ensure workload is balanced between technicians of the same team.
•Mange Active Directory (create user, reset, unlock, disable).
•Configure email on smartphones.
First line of support to troubleshoot using Manage Engine Desktop Central or SCCM.
•Manage users/groups and permissions in Electronic Document Management System (EDMS).
•Configure new PCs using Acronis, SCCM, and Hiren’s Imaging Software.
•Configure new Cisco IP Phones and assign extension/description via Cisco Call Manager.
•Prepare a weekly/monthly automatically generated report in Manage Engine of all tickets.
SELECTED ACHIEVEMENTS
Design a personal website for the owner using Adobe Photoshop.
•Prepare documents, presentations, and excel workbooks.
Managing the Training Department at
Office Of Deputy Prime Minister for Information Affairs.
•Schedule meetings, Answer phone calls, write reply letters, and archive media resources.
•Distribute the translation of media resources among translators.
Issue books, process returns, and check the sales in the POS versus the actual number of receipts.
•Sell to a variety of customers, Identify customer needs, and offer advice where appropriate.
Trained L1, L2, and L3 Support teams on Mac OS X Troubleshooting, thus contributed my knowledge and encouraged resolving more Mac issues.
Known of resolving challenging calls, which were long pending and reassigned between L1 and L2 support. Also reduced PC set up time by creating updated images for both 64-bit and 32-bit Windows OS using Ghost.
At Tech Mahindra: Awarded with
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