Four + years of experience in the IT industry Quick learner, collaborate easily with co-workers and work well independently Excellent organizational, and interpersonal skills Detailed-oriented and self-motivated Experienced in providing top-notch technical support and troubleshooting for complex IT systems. Skilled in diagnosing issues swiftly and implementing effective solutions to ensure seamless operations. Excels at communicating with clients and colleagues to deliver clear, concise guidance.
Overview
4
4
years of professional experience
Work History
Support Engineer II, End User Computing Specialist
Micropoint Computer Pvt Ltd. Client (LTIMINDTREE)
06.2020 - Current
Provide quality Tier I & II support to end-users including complex support for hardware (laptop, desktop, mobile devices), software, and applications including connectivity to network
Managing Windows 11 devices using INTUNE Console.
Managing Mac OS using JAMF .
Repair, install, upgrade, or reconfiguration of Laptop/Desktop hardware
Resolve and close tickets/requests supporting end-user desktops with service now ticketing tool
Provide executive support, local onsite support to several metropolis offices, and remote support of 80000- end-users using various remote tools
Perform administrator tasks of Microsoft Active Directory and Exchange requests (premise and M365 cloud)
Schedule and assign technicians to complete quarterly PC refreshes of 80000+ users' PCs while managing the overall refresh project
Perform hardware/software installations, configurations, routine maintenance, upgrades, break/fix repairs, and troubleshooting/analysis of end users' workstations
Utilize WinPE, PXE, and Intune-Autopilot to configure desktops/laptops with corporate images
Execute data backup/restore of end-user's data using manual migration, and OneDrive
Prioritize and resolve end-user problems using Remedy and Service now ticket tracking systems
Collaborate and manage with multiple teams on office closures, moves, and restacks
Set up and support a mix of local and network printers
Maintain or exceed SLA metrics for daily projects/help tickets and computer equipment inventories at multiple depots for an enterprise environment of 2500- end users
Deploy and support Windows OS (2000, XP, Vista, 7, 10) and macOS workstations in a multi-site WAN wired and wireless environment
Work with vendor support contacts to provide warranty replacement parts or repairs with computer hardware-related issues
Assist in the development and implementation of training documentation and project guidelines
Delegate and assign day-to-day projects/tickets to the local depot technicians and regional coverage for the direct report group lead when out of the office
Utilize current tools to manage assets on a day-to-day basis
Ensure old assets are properly G-disked/wiped to DOD standards for disposal/lease return
Coordinate with outside certified vendors to dispose of out-of-date computer equipment while ensuring environmental and data security compliance at little or no cost
Provide ongoing coordination, redeployment, and tracking of up to 23,000 assets globally in the Asset Management database
Create and implement processes and procedures for departmental service lines
Manage receiving and shipment of regional hardware
Assist vendor offshore team in client ticket handoff and provide training when necessary
Migration, software conversions, IT asset inventory, and training
Education
CCNA, MCSA, LINUX - Cisco Certified Network Associate (CCNA), Microsoft Certified Solution Associate (MCSA), Red Hat certified Engineer (RHCE)
Proactive IT Service Pvt Ltd.
Pune
12.2018
Bachelor of Science - Computer Science
Karmaveer Bhaurao Patil College
Islampur, India
04-2016
Skills
Hardware and software installation
Application support
Application installations
Intune
Jamf
Ticketing systems
Mac systems
Network support
System Upgrades
VPN Management
Security management
Mobile Device Management
Computer maintenance
Support end-users
Resolve technical problems
Regulatory Compliance
Network configuration
Hardware upgrades
Software diagnosis
Technical issues analysis
Customer service expert
Remote Support
Backup and recovery
Education and professional development
Karmaveer bhaurao patil college, Islampur, Maharashtra, India, Bachelor of Science, Computer Science, 05/16, 6.9, First class Student,
Proactive IT Service Pvt Ltd., Pune, Maharashtra, India, Cisco Certified Network Associate (CCNA), 2018, Microsoft Certified Solution Associate (MCSA), 2018, Red Hat Certified Engineer (RHCE), 2018
Timeline
Support Engineer II, End User Computing Specialist
Micropoint Computer Pvt Ltd. Client (LTIMINDTREE)
06.2020 - Current
CCNA, MCSA, LINUX - Cisco Certified Network Associate (CCNA), Microsoft Certified Solution Associate (MCSA), Red Hat certified Engineer (RHCE)
Proactive IT Service Pvt Ltd.
Bachelor of Science - Computer Science
Karmaveer Bhaurao Patil College
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