Analyst - IT
CAPITA IT Services
Total years of experience :12 years, 2 Months
• Work in SLA based BMC Remedy ticketing tool. Logging, assigning and resolving the cases within defined SLA.
• Managing SLA for Operational Support, Identification/documentation & follow-up of the Priorities/Severity Levels.
• Involvement in System migrations and moves, upgrades of Hardware and Software, System Expansions. Planning,
testing and implementation of Service Packs, Patch Kits and Hot Fixes.
• Preparing Remedy cases weekly and monthly reports. Inventory reports (hardware/Software) preparation as per
management requirements.
• Software installation/un-installation through Lansweeper tool.
• Manage Installation, configuration and troubleshooting of MS-Outlook 2010/2013/Office365.
• Installation & troubleshooting of network printers.
• MacAfee Antivirus Installation/Deployment and configuration with all client agents.
• Support to InfoSec team regarding hardware/software license and auditing.
• Handling Customer Complaints, high level escalation & resolving them in specified SLA.
• Managing Asset Inventory using Lansweeper tool.
• Performing daily checks, highlighting issues and resolving the same with the help of resolver team. Inform client by
sending across a notification if any issue triggered.
• Troubleshooting of LAN, WAN, Hardware & Network Problem.
• Manage Installation, configuration and troubleshooting of MS-Outlook 2007 and 2010.
• Installation & troubleshooting of local printer, network printers, barcode printer, HP LaserJet printer.
• MacAfee Antivirus Installation/Deployment and configuration with all client agents.
• Configuring & Maintaining DNS, DHCP. Well versed in reserving IP address, Adding IP range, monitoring DHCP
• Handling Customer Complaints, high level escalation & resolving them in specified SLA.
• Maintain Asset Inventory, Vendor complaint Follow-up.
• Managing & monitoring NetApp Storage (Creating volume, Qtrees) & Backup of storage.
• RVS, Shunk, MDAP server monitoring & configuring.
• Call Login to ISP (Tata, Reliance) related to Global/MPLS/Internet link issue.
• Handling 3000 machines and giving support for troubleshooting and new installation.
• Familiar with troubleshooting of systems & solving any type of hardware problems.
• Call logging to Wipro for any hardware related issues, raising the indent for spares and maintaining records of call
logs. Taking follow up till issue gets resolved.
• Handling user’s calls remotely through Remote Administrator, net meeting, & Remote desktop connection.
• Installation of Windows XP/7/8 with deployment image through Acronics Server.
• MS Office installation, up gradation, troubleshooting
• Problems - related to software installation, internet and antivirus problem.
• Configuring, troubleshooting and upgrading Cisco VOIP 7960, 7962 series IP Phone.
• Attending calls of Group Head, Project Head and Corporate Head, Managers. Handling daily hardware/software
related calls for Desktop, laptop, Printer and scanner.
• Support to Compliance team regarding software license and auditing.
• Installation, configuration and troubleshooting system
• Performed system maintenance on branded and assembled computers
• Installing, configuring network and local printers.
• Maintaining and troubleshooting all computers in LAN.
• Installing, configuring and troubleshooting of Antivirus
• Diagnose and troubleshoot any virus problems that can be fixed by the anti-virus tool.
2 CCNA (Cisco Certified Network Associate) From-NIIT, PUNE Mar - 2012 87% I
BCA (Bachelor of Computer Application) From- S.R.T.M. University, M.S May - 2011 70% Ist Class with Distinction
4 HSC (Higher Secondary Certificate) Feb - 2007 51% II
5 SSC (Secondary School Certificate) Mar- 2005 69% I • PROJECT: A.E.S COLLEGE WEBSITE DESIGNING.
This Website consist of all the information about the Adarsh College as like Departments, Facilities, History, Contact, Syllabus, sitemap, courses, photo gallery, staff, student information and all the information helpful for student. Prog, Languages Used- HTML, DHTML, JAVA Script, VB Script, XML.
• Participated in the Scholarship test organized by CISCO and Achieved the 'NIIT - IMS Scholarship for CISCO Technologies'