AMIT KULSHRESTHA

• Handling LOS java based application Major & Minor incident, Production bug, CR, Release/Problem Management etc
• Knowledge on SQL database
• Experience on JIRA,ZOHO ITSM Tool.
• Maintained up-to-date knowledge of IT systems, technologies, services, and products used by the organization.
• Publishing ITSM tracker to management & tracking the status of pending task
• Learning Azure data factory like copy, create pipeline , sync data from local to cloud
• Knowledge in AWS cloud service (IAM,Instance,LB,Security group,SSH,)
• Linux RedHat OS version 7.5 & 8
• Experience on Monitoring Tool task solerwind, critical event management.
• Coordinated with vendors as required for resolution of complex technical problems.
• Participated in emergency response efforts whenever necessary.
• Developed and maintained service desk procedures, processes, and policies.
• Provided technical support to end-users for hardware and software issues.
• Delivered critical Tech support to End user , customer

• Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
• Coordinated with other departments to ensure smooth flow of operations.
• Developed a system for tracking inventory and ordering supplies as needed.
• Resolved conflicts between team members in an effective manner.
• Established processes for monitoring customer satisfaction levels.
• Proficiency with Microsoft Team, office 365, ITSM, Monitoring Tool Pager duty, Web Logic, NAGIOS, SOLORWIND etc.

Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals
• Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users
• Supervise complaint ticketing system and follow timely resolution of all work orders
• Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software
• Recommend and apply solutions, including on-site repair for remote users

• Demonstrated ability to provide user support by means of remote access tools
• Proven skills in Windows 10, Microsoft Office 365, Outlook & Antivirus software
• Documented success in responding all inquiries and tickets in a timely manner.

• Provided end-user technological support for computer and LAN related issues
• Setup, deployed, and maintained of end-user machines
• Assisted in discovery, research and resolution of technical issues.
• Monitored and responded phone and e-mail requests for technical support
• Maintained Help Desk specific applications and assisted in refining procedures

• Demonstrated ability to provide user support by means of remote access tools
• Proven skills in Windows 10, Microsoft Office 365,Outlook & Antivirus software
• Able to configure and use Microsoft Enterprise, ADS,DNS,DHCP,WDS, Exchange Server
• Documented success in responding to all inquiries and tickets in a timely manner.

• Able to configure and use Microsoft Enterprise, ADS, DNS, DHCP, WDS, Exchange Server

• Handle Incoming calls from Computer Labs

• Troubleshoot and resolve internet connectivity and general Education software and hardware issues.

• Handle Email Tickets / Online Examination Lab issue.

• AD/Active Directory Assistance • work with RDP, VNC etc.

• Conduct online exam