SAKETH KULKARNI

CSM FIELD ADMINISTRATOR at XAD Technologies

• United Arab Emirates - Dubai
• November 2010 to February 2011

Worked as CSM FIELD ADMIN trainee for a DU project named TROUBLE TICKETING from XAD TECHNOLOGIES
ROLE
• Providing first level L1 support to end users by being the point of contact for the users
• Was responsible for the routine IT operations of the organization which included
o End User Support
o Network Troubleshooting & Monitoring
o Call Logging & Response using a Ticketing System
o Issue Escalations through till closure.
End User Computing included
o Installation of Desktops / Laptops and other end user computing devices like the
MODEMS, MDF’S, ASR’S, IDF’S.
o Installation & Troubleshooting of Operating Systems like Windows (2000/XP/7)
Networking included
• Basic Troubleshooting of Network & network elements
Communication & Ticketing
• Manage User Requests through a Ticketing System.
• Continuous and complete user communication & update on the resolution status of the issues raised.
• Follow-up with users and drive towards closure of ticket.
• Preparing the CONSUMER INCIDENTS REPORTS which represent various TROUBLE TICKET (TT) statistics such as

• Technician assignments

• Solved, unsolved TT’s and cause of pending.

• TT’s per category and TT’s per location

• Daily hardware replacement statistics

• The other tasks included is updating the summary sheet which involved

• TT starting and ending times and the status of the TT.

• Location of the TT and the technician assigned for the location and technical update from the technician

• Identifying the parent category and root cause of the fault