IT Senior End User Support Analyst and Help Desk Support
J, KUMAR, INFRA PROJECT LTD. In( Delhi Metro Rail Corporation )
Total years of experience :20 years, 9 months
Working with J, KUMAR, INFRA PROJECT LTD. In( Delhi Metro Rail Corporation ) as an IT Senior ERP and End User Support Analyst (Manager) from September 2014 to till date
• IT services and systems for assigned departments over 400 hundred staff and/or facilities in support of corporate and local business objectives. Provide on-site second level technical assistance and resolution of IT related problems. Ensure contribution to and implementation of corporate IT standards and systems
• Provide hands-on and remote ERP user support and End User Support for an assigned territory via phone, email, and in person for all assigned technical issues
• Install new and/or expand existing personal computer based systems and peripherals
• Troubleshoot, test, and diagnose hardware and software problems for desktops, laptops, blackberry’s, printers, phones and phone accessories, and conference room equipment for end-users
• Conduct general network administration support/maintenance in accordance with corporate standards and provide general support to Systems or Network Administrators
• Track and monitor problems to identify recurring trends; research and document resolution for future response
• Coordinate complex problem resolution with next level of support.
• Provide hardware and software training and support to end-users.
• Monitor and upkeep assigned datacenter(s) and computer room(s).
• Provide backup support as needed.
• Escalate issues to 3rd level support and/or hardware and software vendor as needed.
• Perform all duties in accordance with safety rules and regulations.
• Perform other duties as necessary.
• Excellent interpersonal and customer service skills.
• Strong analysis and troubleshooting skills.
• Ability to prioritize tasks according to severity of problem.
• Excellent organizational, multitasking and analytical skills.
• Provide technical support on system, network and all the applications installed on the OS.
• Handle User Sap support calls in a timely and accurate manner.
• Maintain problem documentations and their resolution procedures for reference procedures.
• Plan and complete daily assigned tasks within deadlines.
• Maintain confidentiality and security of company documents and Users
• Providing first level technical support to customers.
• Ability to convey technical solutions in a clear and concise manner.
• Installing and configuring computer, Laptops hardware systems and IT software.
• Undertaking analysis, diagnosis and resolution of client problems via phone, e-mail & face to face contact.
• Quickly responding to customer enquiries and concerns.
• Escalating unresolved problems to other support staff.
• Taking ownership of problems and tracking them to a successful conclusion.
• Raising & maintaining incident tickets and problem records.
• Continuously reviewing performance against Service Level Agreements.
• Analyzing call logs to spot trends and underlying issues.
• Producing documentation and reports to a high standard.
• Testing and evaluating new technology.
• Setting up new users' accounts and profiles and dealing with password issues.
• Monitoring IT network to ensure availability to all users
• Support Sap, Pastel, LANs, WANs, network segments, Internet, and intranet systems.
• Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smart phones, software deployment, security updates and patches.
• Retail systems Support - Hardware and software.
• Strong knowledge of Windows server/client operating systems, PC hardware and local area networking.
• Excellent customer service and interpersonal skills, Customize and configure System Application modules
• Managing the Technical Division of the company
• Good understanding of business process flows and how the systems support them. Ability to apply existing solution pattern to slightly different problems as it relates interdependencies/interactions among system components and how things work end to end to support the business.
• Monitoring Computer generated checklists both manually & in the Computer database.
• Developing and maintaining knowledge of all retail software installed in our current client base
• Troubleshooting and repairing software and hardware issues
• Performs other duties as assigned.
• Microsoft Active Sync.
• Good understanding of Microsoft Active Directory.
• Hands-on experience of using Exchange, Webmail and Remote Desktop
• Provide troubleshooting and configuration support for client desktop and networking environment.
• Working on Active Directory accounts, configuration of Blackberry’s, & laptops.
• Providing technical support via helpdesk systems for a wide range of internal & external applications.
• Responsible for supporting: Windows XP/Vista/Windows 7/ Office 2003 and 2007, Windows Server, Small Business Server 2003/2008, Active Directory Management Exchange 2003/2007, Blackberry, Pastel, Sap Ultisales, Server/Windows Mobile, Backup products, Anti-Virus products, DNS/DHCP, TCP/IP, Ethernet,
• wireless router and Firewall Configuration
• Manages user accounts, rights, and security for retail domain.
• Troubleshooting PC’s, laptops and mobile devices.
• Providing 1st/2nd/3rd line support to users.
• Supporting users and network administrators over the telephone and by email.
• Ability to be clear & concise when explaining technical procedures to customers.
• Manage the Day-to-Day overall functions consisting of depth knowledge and practical experience in Pastel Accounts Package
• Strong knowledge of Microsoft-based operating systems (2000, XP, Vista, Windows7, Windows8)
• 1st, 2nd and 3rd level hardware/software Help Desk support to 570 end users in a Law Firm environment
• Contract for Chevron assisting in the migration from Windows XP to Vista
• Migrated user data from old hardware to new hardware
• Desk side support for immediate needs and escalated issues as necessary
• Dell, Compaq, HP, IBM, Panasonic, Outlook/Exchange Server
• Managing the Technical Division of the company
• Train Desktop, Helpdesk, End-Users & Managers to use/support hardware/software
• Staged hardware for daily deployments
• Supported persons both locally and remotely
• Unlocked Active Directory and third party accounts
• Used remote assistance program, Desktop Authority
• Assist and resolve with help desk troubleshooting with local and remote users
• Add and remove accounts from local active directory
• Provide preliminary help desk assistance to prospective clients over the phone
• Managed the entire IT infrastructure
• Review and Introduction of new products and plans
• Applications and Utilities: Verities back up, MS-OFFICE, Pastel; Tally accounting, Access control system Miscellaneous: _ Maintenance, troubleshooting and repairs of PC Hardware and Photocopiers.
• Standardization of Service level management system
• Configured and performed troubleshooting
• Maintained WAN and VPN connectivity between the U.S and Botswana
• Server support for UNHCR Novel Netware
• Internet and online based problems
• Handling all the users queries
• Complains and solving that in the required time
• Excellent verbal/written communication skills
• Work well independently or as part of team
• Familiar with pc and Laptops configuration and repair
• Adept at hardware/software maintenance
• Retail PC- based hardware/software knowledge,
• Excellent communication and negotiation skills to set and meet deadlines on technical aspects of projects
• Experience with retail and Ecommerce highly desirable.
• Experience with general retail systems; point-of-sale system experience, preferred
• Solid working knowledge of PC hardware and all Microsoft/Windows operating system platforms
• Assembled and installed a wide array of computer systems, workstations, and peripheral hardware
• Hardware and software installations and provided high-level customer technical support
• Operating Systems: Windows 2000 Professional, Windows 2000/2003 Server
• Windows NT Server & Workstation
• Troubleshooted and resolved desktop support issues
• Configured and installed new Microsoft and Macintosh systems
• Maintained the up to date operating procedures inside the IT department
• Performed off hour help desk support
• Created user accounts and managed access control of desktop and Network applications
• Worked with hardware and software dealers to confirm well-timed product delivery
• Maintained hardware and software record
• Windows 9x/ME/XP
• Troubleshooting the Microsoft Office suite of applications (Outlook, Word, Excel, PowerPoint - versions to 2003)
• Microsoft Certified Perfosenal (MCP) • Microsoft Certified Systems Administrator (MCSA) • Microsoft Certified Systems Engineer (MCSE) • Post Graduate Diploma in Computer Application from India (PGDCA) • Diploma in Multimedia and Designing from India (DIM) • Bachelor Degree in Arts from Utkal University, India • Council of higher secondary education .Orissa, from RN collage Deuli, India • Board of secondary education Orissa, from Baidhar Bidyapitha Taria, India