Service Desk Engineer Level 2
societe generale
Total years of experience :14 years, 1 Months
Project #1 HP India Pvt Ltd.
Title GOC
Client Societe Generale Global Solutions Pvt Ltd
Operating System Windows 2003/2007/XP UNIX
Tools Net backup, On Target (Internal Cognizant Ticketing tool)
Team Size 21
Role L2
Designation Technical Support/ Service Desk Engineer engineer
Period Oct 2011 - till date
Managing over 3000 users of Societe Generale Global Solutions Pvt Ltd as an End User Support Engineer.
Conducting backend configuration & troubleshooting;
Role and Responsibilities:
Windows Support,
Managing Active Directory
DNS, DHCP and Group policy.
Applications and Software support to End User
Cisco IP Phone configuration.
Remote Support and Troubleshooting.
Network Troubleshooting.
Trouble shooting virtual Machines.
Outlook mail Client 2007 support and troubleshooting.
Maintain the SLA to provide the quality services.
Taking ownership of the calls and provide the solutions.
Ticket auditing.
Documenting the process flow followed by the team.
Creating, Managing and Administering Active Directory (AD) Objects.
Work with Citrix, publish, unpublished applications, killing the session and managing Terminal Server profile.
Troubleshooting Citrix Slow Performance Issues and Client Drive Mapping.
To make sure that client Server / Application and Network are online and working.
Project Description
Global Operations Center (GOC) remotely monitors and manages clients' infrastructure, using Cognizant proprietary Tool, On-Target platform and using ITIL-compliant processes. We take a proactive approach to managing Customer IT infrastructure. We provide a comprehensive set of features and capabilities focused on networking and on clients’ underlying IT and server
infrastructure. The range of supported technologies includes LAN, WANs, VPNs, Servers, Applications, and Information Security, as well as options for management and integration services.
Master of Science in Engineering with specialization in Information Systems & Technology from Belarusian National Technical University, Belarus. Good academic record throughout with excellent Computer Skills and with deep knowledge & understanding of Fluid Dynamic, Solid Mechanics and Finite Element Analysis. Proficient in use of related software. Multitasking and detail oriented professional with the ability to proactively adapt and deliver results in a dynamic and high pressure environment. Collaborative, committed and accountable team player with excellent inter-personal skills.