Senior Engineer
Mindtree Limited
Total years of experience :5 years, 7 Months
Performing Active Directory Related Functions such as Creating, Disabling and Managing user Accounts and Provide Support to internal Employees by analyzing requirements; Resolve Hardware and Software problems.
Image, Install and configure new laptop, desktops, servers and VMs for end users
Setting up the Organization’s computer system to meet specific business goals
Perform remote troubleshooting for Windows, iOS and Network Connectivity Issues (Internet, Intranet, VPN, Wireless)
Install Implement Management tools for software and hardware management and Parallels Management & SCCM
Deploy and manage business critical applications in cloud infrastructure AWS and Microsoft Azure
Manage through Active Directory, GPOs, OUs and O365 Admin Center Configure Encrypting Device (YubiKey) using Green Radius and Unix
Server for Dual Defender Token
Run PowerShell Scripting Add/Remove users from Unix Attributes
Creating and Managing Distribution List, Shared Mailbox and SharePoint
sites through O365 Admin Console
Managing Application permission through Azure Active Directory Admin
Center and AWS and Google Admin
Coordinate with vendors to resolve technical problems with desktop computing equipment and software
Maintain an excellent level of customer service, ensuring that all customers are treated efficiently and in appropriate manner
Maintain and resolve issues on LAN/WAN, VoIP telephone, biometric, AV systems connections
Manage and support incidents and urgent service requests either personally or via the service Desk, through to successful completion and user satisfaction
Created tickets in Service Now ticketing system and followed up on tickets to provide resolutions for end users Ensure that tracking and monitoring of performance of service delivery
through all channels is carried out, metrics and reports are analyzed, and issues are resolved
Offer remote support for Windows, iOS, network and printer
Sustain and fix issues on LAN/WAN, VoIP telephone, Biometric, Video
systems and other computing equipment
Support in testing and deployment of new applications and systems
Assists with the development of standards, and applies these to track,
monitor, report, resolve or escalate issues.
During change, acts systematically to respond to day by day operational
needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
Application Tool : MSDT(Microsoft Diagnostic Tool)
Responsible for the installation and maintenance of IT equipment including (but not restricted to) printers, scanners, and workstations
• Supporting customers using remote access technologies.
• Diagnosis of desktop, application, networking and infrastructure issues.
• Installation, Activation and Update of Microsoft Windows and Office
• Upgradation of Microsoft Windows
• Troubleshooting on Windows and Office
• Providing 1st/2nd line support to users.
• Responsible for maintaining backups and for project work such as new builds.
• Microsoft Outlook Configuration on windows and Mac Computers
• Working closely with software suppliers to resolve operational issues.
• Responsible for supporting: Win 7/ Win 8 /8.1 Win 10 and Microsoft Office 2003 to Office 2016 also Office 365 Subscription based product, Windows Server, Small Business Server 2003/2008, Active Directory management Exchange 2003/2007, Windows Mobile, Backup products, Anti-Virus products, DNS/DHCP, TCP/IP, Ethernet, wireless router and Firewall Configurations.
• Experience of supporting a wide and varied client base.
• Maintaining a log of all problems detected and system backup
• Closed 95% of trouble tickets on the first call without escalation.
• Cut incident callback rate by 12%; used technical, analytical and communication skills to accurately identify user needs and provide effective solutions.
Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs.
• Managed a high-volume workload within a deadline-driven environment.
• Resolved average inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume)
• Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s primary trainers of new and established employees.
• Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication and comprehension skills, problem resolution and politeness.
• Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
• Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.
Bachelor in computer application here we are writing an programs to develop a software or website in software industry with the help of using programming languages Ex: JAVA , HTML , C/C++ , PHP and so on
Department of Pre-university Education Karnataka , In this Level of education we learn about cutting tax and accounting and marketing
High School Level of Education where in 8th 9th and 10th standard of education