Summary
Overview
Work History
Education
Skills
Profile
Timeline
Generic

ARUN PRADEEP G

Bangalore

Summary

Seeking challenging assignments in IT Infrastructure support, Service desk and Incident management. Helpdesk.

Currently working with Aspect as Desktop system specialist (End User support IT Infrastructure). Having 15 Years of total IT Experience. 4 Years of relevant experience in Incident Management with Mphasis Limited. ITIL V4 certified

Overview

18
18
years of professional experience

Work History

IT Support III

Databricks
09.2021 - Current
  • Company Overview: Databricks India Private Limited(IT Support III)
  • Providing IT helpdesk support for Databricks employees for APAC, US, EMEA region.
  • MacBook and Windows support for all the employees
  • Preparing and shipping Laptops.
  • Helping on User accounts related Issues and IT Induction
  • Working on ticket system Fresh service
  • Worked on office building projects and office expansions across region
  • Vendor management
  • Working with local leaders from different department to fulfill their IT requirements.
  • IT Asset management.
  • Working with complex and difficult tickets
  • Worked on AV setup and
  • Worked on applications Okta, JAMF, CrowdStrike, Fresh service, Jira, Global protect, Google admin, Slack, Zoom, Teams
  • Mentoring New Hires and newly joined IT employees.
  • Completing IT related Projects.
  • Handling the Tier 2 Tickets and resolving some of the complex ticket requests.
  • Databricks India Private Limited(IT Support III)
  • Handling the IT team in resolving there escalations, roasters, ticket audits.

Desktop System Specialist (End User Support IT Infrastructure)

Aspect Software
03.2015 - 01.2021
  • Company Overview: Aspect Software
  • Provide support for local and remote employees as a member of the Information Technology Department.
  • The focus is on desktop support in Windows 10 and Office 2016 environment.
  • Reimaging laptops.
  • Handling calls, chat email and creating helpdesk tickets and solve the queries related to the applications and basic technical problems.
  • Microsoft Active Directory - Administer day-to-day moves, adds, changes.
  • Microsoft Office 365.
  • Microsoft Teams
  • Preparing Mac for New Hires.
  • Maintain asset inventory database to track and control all I.T. deployed assets.
  • Troubleshooting on VPN.
  • Manage laptop software and hardware upgrades/deployments.
  • Experience with Internet Explorer, Anti-Virus programs, Remote Access Software Products, Support LAN/WAN.
  • Work with the Manager in the planning and implementation of software products and upgrades.
  • Install image on laptop’s and software distribution environment, remote control software installation, management & maintenance; Domain account creation and maintenance; email account creation and maintenance.
  • Perform hardware & software installation, upgrades and problem resolution to facilitate employee's day-to-day productivity.
  • Working with SCCM (pushing licensed software).
  • Scan Machines for malware and virus affected systems and sending logs to Security Team.
  • Troubleshooting on ASRA Token.
  • Induction with New joiners (All Levels including VP, SVP, Director) explaining them the IT policies and explaining them how to use the applications and configure them.
  • Resetting passwords for applications like salesforce, NetSuite, Active learning
  • Engage and Notify server or network team to fix the outages and manage SEV 1 Issues.
  • Help users to take back up.
  • Help configure email account on user’s mobile.
  • Aspect Software

Customer service officer

TNT India Private Limited
07.2013 - 03.2015
  • Company Overview: TNT India Private Limited
  • Create Import bookings for the shipment
  • Follow up with customer TNT employees to ensure the collection is made in timely manner
  • To Handle Customer Calls and to solve their related Queries
  • Handling Cross Border Bookings for UAE, BAHRAIN, SAUDI ARABIA & KUWAIT
  • Solving service related issues of the customer
  • Interactive with customer handling.
  • Assist in handling mails of Customer Service T/L in his absence
  • Responsible for Escalations on imported consignments from 2nd level onwards
  • Monitor cases from 2nd level and intervene and assist when required
  • Checking on Undelivered shipments and solving
  • Checking with origin to make sure the shipment is picked up on time.
  • Follow up on shipments until reaches the destination
  • TNT India Private Limited

Level 1 Support

JP Morgan Chase India Pvt Ltd.
11.2012 - 06.2013
  • Company Overview: JP Morgan Chase India Pvt Ltd. (Magna Infotech)
  • Our responsibility is to provide level 1 support to applications and Network related issues.
  • We provide voice and Non-voice support to JP Morgan Chase Management employees.
  • Working on Incident Management tickets raised by internal JPMC clients on the priority of the tickets like P1/S1/S2/S3/P2/P3/P4.
  • When there is a critical issue, which is affecting lot of internal or external clients we have to get in touch with the P1 management team and check the status of the issues.
  • Ticketing Tools: Peregrine Service center, Vulcan Incident Manager and Alarm Point Enterprise.
  • Additional Responsibilities: Queue Administrator for Ticket routing for the two level 1 teams helping smooth queue Management And maintaining SLA according to the defined levels.
  • Identifying, isolating complex incident and proposing corrective measures.
  • Experience in taking escalation calls of VIP clients (VP, SVP and Directors) and provide Root Cause Analysis of the escalation.
  • JP Morgan Chase India Pvt Ltd. (Magna Infotech)

ITO-SD BANK OF AMERICA

Mphasis
02.2007 - 04.2012
  • Company Overview: Mphasis
  • Providing first level support on Desktops, laptops, Peripherals, Blackberry, and Office automation products
  • Log all the calls / tickets on our internal ticketing system as per procedures and processes
  • Dispatching tickets to vendors for issue with hardware and wiring (Escalate if required).
  • Took initiative and ownership of unresolved issues for the tickets created by fellow associates to provide resolution and close the tickets in mean time.
  • Follow ITIL standard to manage the Incidents
  • Providing floor support for new Joiner’s
  • Hands on Experience in Incident management
  • Provide password for various applications and also on Active directory
  • Assisted in supporting user problems with operating system, Network connectivity, TCP/IP configurations
  • Troubleshooting on printers and Installing the driver
  • Took initiative of level 2 tickets to provide resolution for meeting SLA
  • Handling Escalation calls.
  • Conducting meeting with new joiners on process related Issues and changes
  • Mphasis

Education

Bachelor of Computer Applications -

Higher secondary - undefined

Karnataka state Board

Secondary - undefined

Karnataka state Board

Skills

  • IT Service management (ITSM)
  • ITIL
  • Active Directory
  • SCCM
  • Kolide
  • Crowdstike
  • Global protect VPN
  • Salesforce
  • Remedy Force
  • JAMF
  • Okta
  • Jira
  • Fresh Service
  • Google Admin

Profile

Aspect, Desktop system specialist (End User support IT Infrastructure), 15, 4, ITIL V4

Timeline

IT Support III

Databricks
09.2021 - Current

Desktop System Specialist (End User Support IT Infrastructure)

Aspect Software
03.2015 - 01.2021

Customer service officer

TNT India Private Limited
07.2013 - 03.2015

Level 1 Support

JP Morgan Chase India Pvt Ltd.
11.2012 - 06.2013

ITO-SD BANK OF AMERICA

Mphasis
02.2007 - 04.2012

Higher secondary - undefined

Karnataka state Board

Secondary - undefined

Karnataka state Board

Bachelor of Computer Applications -

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