Desktop Engineer.
dubal
Total years of experience :15 years, 2 Months
• Handling employee’s queries and issues and guiding them.
• Troubleshooting of Laptops and Desktop issues.
• Configuration and troubleshooting of Network printer.
• Handling the problem of VIP’s of DUBAL.
• Building systems using Ghost image.
• Closing the calls as per the SLA given in Remedy.
• Installing, Configuring and troubleshooting of Outlook.
• Troubleshooting MS office related issue.
Al-Futtaim from 25 February 2013 to Till Date, Working as Service Desk Analyst representing Wipro InfoTech
JOB RESPONSIBLITIES:
• Provide first level & second level help desk support to IT Users within the AF Group in order to resolve problems and provide clarifications on queries related to IT matters.
• Providing remote support to users when needed to resolve issues or provide clarifications to queries.
• Microsoft Applications Support.
• Provide VPN/WIFI Support and setup in users laptops.
• Setup of different models of blackberry's and providing support.
• FTP mail Server Support.
• SAP print support.
• Network Printer/scanner installations and support.
• Registering all calls received through multiple media example. telephone, e-mail, and assign a ticket number in order to ensure that all calls received are recorded and promptly resolved or escalated to the second level internally or to vendors externally as required.
• Coordinating with the various Support Teams and assist in building up basic support process and documentation.
• Creating the knowledge database in order to facilitate the collection and storage of common issues and problems faced by users and their responses.
• Coordinating with different IT support teams and vendors to resolve issues in line with the agreed service levels.
• Follow up call issues with the respective department, or Engineer for status and progress of resolution of the problem, and closure of the problem or issue raised.
• Collecting data and provide input for the analysis of calls received and preparation of MIS reports for the use of Management.
• Working on Active directory to reset users Password, Enable and disable accounts.
KPMG from 18 August 2011 to 9 Nov 2012, working as Level 2 Engineer representing Wipro franchiser Techpool.
JOB RESPONSIBLITIES:
• Installation of software applications likes Idea, Oracle Discoverer 10g, Visio, MS Access, e-Audit, Prowess, Capitaline, Instavat etc.
• Handling employee's queries and issues and guiding them.
• Handling Network issues.
• Troubleshooting of Laptops and Desktop issues.
• Configuration and troubleshooting of Network printer.
• Maintaining the reports and records of software, Hardware accessories and Asset management up to date.
• Building systems using Ghost image.
• Configuring and troubleshooting of VPN errors.
• Connecting of VC using (Ploycom and Life size device) through IP address or ISDN line and sharing the presentations.
• Installation and troubleshooting of Encryption software SAFEBOOT on server.
• Vendor call logging for any hardware issues of Warranty products.
• Installation, configuring and troubleshooting of Blackberry issues.
• Installation and updating of Symantec End Point Protection Antivirus definitions.
• Taking Backup of user data and mails before rebuilding of Laptop or Desktops.
• Managing user profiles and Home folders.
• Closing the calls as per the SLA given.
• Taking Backup of the resigned user data.
• Giving training to the engineers on solving issues.
• Migrating to from XP and Vista to Windows 7.
• Maintaining all calls and assets through Summit.
• Creating and maintaining of Instavat server.
• Troubleshooting of Tax mate related issue with the server.
• Managing of user accounts in active directory.
• Creating the Host name into proper OU.
• Managing team of 4 members.
• Handling the problem of VIP's of KPMG, BSR&Co., BSR And Co.
MS Office 2007 and 2010
• Installing, Configuring and troubleshooting of Outlook.
• Creating the new profile in outlook
• Configuring of POP3, Exchange accounts.
• Taking backup of PST's, Mails, NK2 file settings.
Tecpool from 2 August 2010 to 17 August 2011 Working as Level1 Engineer.
JOB RESPONSIBLITIES:
• Installation of software applications like Idea, Oracle Discoverer 10g, MS Access, E-Audit, Prowess, Capitaline, Instavat, taxmate etc.
• Handling employee's queries and issues and guiding them.
• Handling Network issues.
• Troubleshooting of Laptops and Desktop issues.
• Configuration and troubleshooting of Network printer.
• Building systems using Ghost image. Migrating to from XP and Vista to Windows 7
• Configuring and troubleshooting of VPN errors.
• Connecting of VC using (Ploycom and Life size device) through IP address or ISDN line and sharing the presentations.
• Troubleshooting the problem of Encryption software SAFEBOOT.
• Vendor call logging for any hardware issues of Warranty products.
• Installation, configuring and troubleshooting of Blackberry issues.
• Installation and updating of Symantec End Point Protection Antivirus definitions.
JOB RESPONSIBLITIES: Unique Solution fromSeptember 2009 to 1 August 2010 Working as Audio Video installation.
• Installation of Audio, Video devices.
• Installation of Home theaters Like Phillips, Samsung.
• Installation of Speakers like P&A.
• Wiring of Speakers.
• Checking and replacing the defective wiring of speakers.
• Placing the speakers in the right place to cover the room
• Installing the projectors, explaining how to use the projectors.
DISCLAIMER
I hereby declare that the details furnished above are correct and true to the best my knowledge and belief.
B Sc (IT) pursuing in Manipal University, Bangalore, India.
Polytechnic: Diploma in Computer Science. Additional Qualification: A+, N+ and MCSE 2003 from IT Training Solutions Bangalore.