Service Desk Engineer (Technical Support)
IBM India Pvt Ltd
Total years of experience :13 years, 5 Months
•MDM-Mobile Device Management- MaaS360 support for Android, iOS and Windows Phone 8
•Creating and managing the users, groups, GPO in the Active Directory.
•Worked on Windows Server 2008 and good knowledge of Local and Roaming profile
•Provided Remote support using Remote Desktop.
•Performing windows file restores and Printer Troubleshooting.
•Providing Support and installation, deployment, and troubleshooting for Windows and Microsoft Products (Office 365) and Office2010.
• IBM MQ Series Administration on Linux and HP-UNIX.
• Created and altered MQ Series objects, Local/Remote, channels and Processes & setting up Triggering on Windows and UNIX Flavors.
• Involved in Start/Stop Listeners, Trigger Monitors in Various Environments.
• Running Dead Letter Queue Handlers to process messages as per user requests.
• Performed the HP Unix to Linux Migration activity.
• Configured WebSphere MQ Queue Managers, Queues, and Channels etc.
• Creation Queues and Objects in MQ Production & Test environments.
• Enabled Triggering on MQ Queues.
• Work on Service Now Tickets.
•Investigated user problems, determined possible solutions, software, installation, and upgrades, Performing Registry Fixes.
•Prioritize and reduce the backlog of aged tickets for Severity 4 Incidents
•Monitor Resolver queues, collaborate with the resolver teams, identify issues and trends, and agree the most efficient method of resolving incidents
•Analyze and report on tickets trends, resolutions, proposed corrective actions and achievements (Not only actions to close a ticket, but proactive actions to prevent and reduce the occurrence common ticket issues)
•Work with Knowledge and Problem Management teams to identify and address common issues, to avoid re-occurrences.
Administer, repair and monitor system activities.
Installation of new workstations and assist in physical cabling.
Create Active directory users, change domains of client machine.
User creations, User Permissions, setting up passwords.
Provide phone support to clients in special categories.
Overseeing Installation and testing and correcting problems ‘Bugs’ while installations and network connections.
Making sure all IT meets industry standards
Technical Support for Mac & Windows Pcs.
Interfacing, connecting and integrating MAC with Windows.
Editing Videos, Audios and presentations.
E-mail Support etc.
Making sure all IT meets industry standards
Troubleshoot and resolve hardware, connection, printer and software issues.
Overseeing Installation and testing and correcting problems ‘Bugs’ while installations.
Conduct briefing and demonstrations for users to increase productivity.
Monitor and remove virus, spyware, spammy data and other non-authorized software.
• Troubleshoot and resolve hardware, connection, printer and software issues and maintain
reports for further reference in excel sheet.
• Worked on Various projects and work flows.
• Adds links, keywords and resources to content as necessary.
• Troubleshoot and resolve all problems encountered with hardware and software. Escalate
requests to the appropriate party, as needed. Replace or repair defective parts and equipment.
• Conduct briefings and demonstrations for users to enhance system productivity on how to
handle basic system issues.
• Overseeing installation and testing correcting problems (‘bugs’) while installations and upgrade
• Provide technical reports to the Technology team.
• Providing staff training and instruction manuals for the new or upgraded system.
• Served as Mentor to the new joinees.
Worked on Various projects and work flows.
• Adopted the Flexibility of the projects and implemeted the policies of the projects.
• Achieve the targets and Quality of the work.
• Identify the spammy businesses and work as per the latest policies.
• Edit, Delete or remove Spammy Business.
Work on various Business queues.
• Bachelor of Technology in Information Technology from Jawaharlal University, Hyderabad, Andhra Pradesh, India.
Bachelor of Technology with Information Technology - All IT-related subjects, including troubleshooting and installation.
• Higher Secondary School Certificate from Board of Intermediate, Hyderabad, Andhra Pradesh, India • Secondary School Certificate from Board of Secondary Education, Hyderabad, Andhra Pradesh, India.