Abhishek Srivastava
IT Help Desk Support Engineer
Bengaluru
Summary
Detail-oriented IT Support Intern with experience deploying and managing hardware, software, and OS updates globally using SCCM and Manage Engine. Skilled in Windows scripting with PowerShell and Visual Studio, supporting Intel-based desktops, laptops, and tablets. Familiar with server systems, RAID hardware, and network infrastructure. Proficient in implementing security measures including firewalls, antivirus software, and VPNs. Prepared to apply A+ certification and ITIL practices to enhance IT operations and support initiatives.
Overview
4
4
years of professional experience
3
3
Certifications
Work History
SERVICE DESK ANALYST
REDBLACKTREE TECHNOLOGIES PVT. LTD. (VIKING CLIENT
04.2021 - Current
- Managed IT Service Desk operations, overseeing up to 25 daily support tickets with a focus on timely resolution and SLA adherence.
- Provided advanced technical support across Windows, MacOS, and Linux systems, ensuring hardware and software issue resolution for end-users.
- Led incident management efforts, conducting root cause analysis and implementing corrective actions to minimize downtime.
- Experienced IT Support Specialist | Expertise in Printer Troubleshooting, Office 365 Administration, Active Directory Management, and Email Issue Resolution.
- Delivered exceptional customer service through effective communication and problem-solving skills, maintaining high user satisfaction.
- Expertly troubleshooted and resolved complex technical problems using deep knowledge of IT systems and networking concepts (TCP/IP, DNS, DHCP, VPN).
- Provided remote support using tools like TeamViewer and Bomgar, ensuring seamless IT operations for remote employees.
- Managed Active Directory for user account administration, group policy configuration, and access control.
- Supported and maintained network infrastructure, including VPN configuration and troubleshooting connectivity issues.
- Installed, configured, and maintained software applications and hardware devices to ensure optimal performance for end-users.
- Applied ITIL best practices in incident, problem, and change management to improve service delivery processes.
- Developed and maintained a comprehensive knowledge base to streamline support processes and enhance team efficiency.
- Implemented and managed MDM solutions to ensure secure and efficient use of mobile devices.
- Conducted IT asset management, tracking hardware and software assets throughout their lifecycle.
- Conducted training sessions for end-users on new technologies, software applications, and IT security best practices.
- Conducted root cause analysis for recurring issues, implementing long-term solutions to enhance system reliability.
- Enforced IT security protocols, including antivirus management, firewall configuration, and data encryption.
- Managed backup and recovery operations to ensure data integrity and availability in case of system failures.
- Utilized ticketing systems like ServiceNow and JIRA to log, track, and resolve incidents, maintaining accurate records for continuous improvement.
- Providing technical support for end-users, troubleshooting hardware and software issues on Windows and Mac OS platforms across desktops, laptops, and other devices.
- Experienced IT Support Specialist | Expertise in Printer Troubleshooting, Office 365 Administration, Active Directory Management, and Email Issue Resolution.
- Installing, configuring, and maintaining software applications, ensuring they are updated with the latest patches.
- Managing and maintaining end-user hardware including desktops, laptops, printers, and peripherals, and performing necessary upgrades or replacements.
- Creating and managing user accounts, permissions, and access controls, including assistance with password resets.
- Configuring and managing mobile devices (Smartphones, Tablets) to ensure security and compliance.
- Providing remote support using tools for troubleshooting and issue resolution.
- Implementing security measures such as antivirus software, firewalls, and security patches to protect devices and data.
- Conducting training sessions and creating documentation on IT best practices, security guidelines, and technology use.
- Deploying and managing hardware, software, updates, and operating system images globally using tools like SCCM and Manage Engine.
- Handling Intel-based computing systems (desktops, laptops, tablets) and basic knowledge of server systems, RAID hardware, SCSI devices, and storage solutions.
- Understanding LAN/WAN network infrastructure technologies.
- Implementing and managing security technologies including firewalls, antivirus software, spyware protection, SPAM management, and VPNs.
SR SYSTEM ENGINEER
LAUREN INFORMATION TECHNOLOGIES PVT. LTD. (TIAA )
12.2021 - 10.2022
- Providing Desktop/Laptop/Network/Server support to the software Developers that are working for Various Projects for clients like: Microsoft, Symantec, SAP, AT&T, MTaaS, Sasol, Biomet, UNHCR, AXICOM, FONTERRA etc. in TIAA.
- Ensure calls are resolved within SLA (P2 and P3) maintaining the Response SLA & Actual SLA of the IT Requests.
- Ensuring maximum satisfaction through analyzing the closure tickets.
- Working on Service Now ticketing tool based on ITIL foundation.
- Providing Remote support to all users within the premises of TIAA.
- Installation and troubleshooting of Operating system/Virtualization/Server
- Managing troubleshoot of mailing system MS-Outlook.
- Active Directory, Domain, OUs, NAT, DNS, DHCP, VPN, Firewall Wireless/Wired installation and troubleshooting.
- Installation and troubleshooting of various encryption tools like McAfee, Safe Boot and Bit Locker from the centralized server.
- Install and configure new setup of Desktop includes configuring Connectivity, application support.
DESKTOP SUPPORT ENGINEER
KRISH APPS LAB PVT. LTD.
04.2020 - 11.2021
- Single Point of Contact for queries (IT, desktop, laptop, printers, devices, etc)
- Respond to requests, queries, for technical assistance in person, inbound calls, emails, chat and web tickets within defined SLAs.
- Log all help desk interactions
- Initial Login with System with new joiner Or system Lock Issue
- Bit locker Pin Issue
- Outlook Issue
- VPN Issue (Cisco)
- Add the environment Variable(Java)
- No Wi-Fi adapter (Network Issue):
- Host File needs to Add In Machine
- Software Center Issue
- Windows License Activation Key (Update and Driver Issue)
- Citrix Issue (VDI)
- Web Browser Issue
- MS team Issue ( Office 365 Issue)
- Skype Issue.
- Password Issues.
Education
Bachelor of Arts - English Language And Literature
C.S.J.M.U.
Kanpur, India 04.2001 -
HSC -
K.I.C.
Kaushambi, Uttar Pradesh, India 04.2001 -
SSLC -
K.I.C.
Kaushambi, Uttar Pradesh, India 04.2001 -
Skills
- Remote Support
- Technical Support
- Windows Troubleshooting
- Mac Troubleshooting
- Incident Management
- Customer Service
- Communication Skills
- ITIL Certified
- Servicenow
- JIRA
- Active Directory
- Office 365
- VPN Configuration and Support
- Network Troubleshooting
- Software Installation and Configuration
- Hardware Support
- Printer Support
- Mobile Device Support
- SLA Management
- Knowledge Base Management
- CRM
- Multitasking
- Root Cause Analysis
- System Monitoring
- Password Management
- VoIP Troubleshooting
- Software Updates
- Security Protocols
- Asset Management
- Virtual Machines
- IT Asset Inventory
- VPN
- DHCP
- DNS
Languages
Hindi
English
Certification
ITIL 4 Foundation: an introduction to ITIL 4
Timeline
SR SYSTEM ENGINEER
LAUREN INFORMATION TECHNOLOGIES PVT. LTD. (TIAA )
12.2021 - 10.2022
SERVICE DESK ANALYST
REDBLACKTREE TECHNOLOGIES PVT. LTD. (VIKING CLIENT
04.2021 - Current
DESKTOP SUPPORT ENGINEER
KRISH APPS LAB PVT. LTD.
04.2020 - 11.2021
Bachelor of Arts - English Language And Literature
C.S.J.M.U.
04.2001 -
HSC -
K.I.C.
04.2001 -
SSLC -
K.I.C.
04.2001 -
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