Adarsha Devasya

 Providing technical support to all GCC users including VIP as well as Global Mondelez Customers (Including Middle East, EEMEA).
 Creating, Managing users ID & System details in Active Directory.
 Creating, Managing the Security groups for Shared Folder access in Active Directory.
 Creating & Managing Roaming profiles for Users Data Backup.
 Creating, Enrolling & Managing Biometric IDs on Server for Door Access.
 Scheduling video conference through British Telecom Bridge & AT&T Bridge on different VMR’s.
 Creating, Managing IP Phone/Voice mail & Imperium extension on Avaya server.
 Taking daily, weekly and Monthly backup on Tape drive on HP Backup server.
 Setup and management of Windows (98 / 2000 / XP / Windows Vista / Windows 7/ Windows 8, Windows Server 2003, 2008, 2012).
 Troubleshooting on all software issues in Windows OS.
 Installing Images to all the desktop & laptops through MDT.
 Pushing software’s to Machines through SCCM Server.
 Network troubleshooting - For LAN and wireless
 Troubleshooting on Cisco VPN & Symantec Validation and ID protection service (VIP).
 Configuring Avaya Soft Phones & Cisco/Avaya IP phones.
 Scanning the machines for virus detection using McAfee virus scan and installation of EPO agent.
 Troubleshooting the machines & Hard disk which are encrypted with McAfee Encryption.
 Admin Support for SAP i.e. installation and uninstallation of SAP GUI Pad and password resetting for SAP development systems.
 Preparing and distribution new laptops for all the Mondelez employees.
 Giving support to Android, Blackberry, Apple phone & iPad.
 Configuring computer and user account with Office domain using AD & LDAP account.
 Responsible for creating & managing meeting rooms for Audio & Video Conferencing.
 Creating & managing conferencing through Cisco / Lync Polycom equipment.
 Working with HP Web Jet Admin tool to manage all the network printers.
 Infrastructure Maintenance & Administration.
 Creating & managing all the cases in BMC remedy ticketing tool.
 Maintaining asset management for all the issued laptops, Desktops, and maintaining the inventory for old laptops in local inventory.
 Coordinating with vendors for hardware issues for Global.
 Understanding the priority of the issue and raising it to P2 or P1 level if required.
Raising the ticket for P1 requests of stolen laptop or PDA.
 Preparing daily and monthly Dash Board Reports.
 Performing queue handover process.

• Monitoring the GSD (Global Service Desk) requests by Remedy Ticketing tool and giving support through remotely by using Dam ware mini control.

• Configuring & Troubleshooting of Desktops and Laptops.

• Configuring & Troubleshooting of Video conference equipment's.

• Troubleshooting, Diagnosing in the operation of hardware and software.

• Coordinating with the Associate Team and Vendor for hardware issues.

• Maintain all the assets and update asset data base at regular intervals.

• Provide regular technical support for desktop, laptops, printers and peripherals.

• Provide regular technical support for Operating system, mail support, and basic network support / Troubleshooting.

• Troubleshooting LAN/ VPN issues for the clients.

• Close all assigned tickets in ticketing system within SLA.

• Follow IT policies and procedure to execute daily work.

➢ Worked as Customer Support Engineer in Binary Systems Pvt Ltd from 1 May 2010 to 10 November 2012 (2.6 years)