Windows Desktop Support
Senior Windows Administrator
IMSI Staffing PVT LMT
02.2018 - 03.2023
Arveen k
IT
Bangalore,Karnataka
Timeline
Service Desk Analyst
Dell International Services
09.2015 - 08.2024
Remote Support Engineer
Inknowtech PVT LMT
09.2015 - 01.2018
IT Analyst
STS Info technology
06.2013 - 08.2015
Technical Support Engineer
Aegis ITPL
11.2010 - 03.2013
Bachelor of Science - BCA
AES COLLEGE OF ARTS & SCIENCE
06.2007 - 06.2010
2nd PUC - 2nd PUC
Stracey Memorial PU College
06.2004 - 06.2006
High School Diploma -
BM English School
06.2001 - 06.2003
Work History
Service Desk Analyst
Dell International Services
Bangalore, Karnataka
09.2015 - 08.2024
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
Senior Windows Administrator
IMSI Staffing PVT LMT
Bangalore, Karnataka
02.2018 - 03.2023
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Configured hardware, devices, and software to set up work stations for employees.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Monitored systems in operation and quickly troubleshot errors.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Provided authorized users with technical support and advice regarding proper use and functionality of equipment.
- Monitored system performance to maintain system integrity.
- Walked individuals through basic troubleshooting tasks.
- Deployed and maintained desktop systems to ensure optimal functionality and minimize downtime.
- Resolved issues and escalated problems with knowledgeable support and quality service.
Remote Support Engineer
Inknowtech PVT LMT
Bangalore, Karnataka
09.2015 - 01.2018
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Performed preventative maintenance to keep tools and equipment functional.
- Wrote, reviewed and edited technical document in accordance with template requirements.
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
- Prepared action plans for problematic processes and assets.
- Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
- Developed work plans for various personnel roles based on strengths and talents.
- Provided input to team lead regarding areas for process and procedural improvement.
- Resolved critical issues during system integration phases, ensuring seamless transitions between design iterations.
- Interacted with subject matter experts to develop training material and tools for personnel.
- Coordinated sampling and analysis tasks to verify quality of finished products.
IT Analyst
STS Info technology
Bangalore, Karnataka
06.2013 - 08.2015
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
- Installed system updates to address vulnerabilities and reduce security issues.
- Streamlined IT processes by implementing automation tools and reducing manual effort.
- Boosted efficiency through the creation of detailed documentation, streamlining onboarding for new team members.
- Troubleshot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.
- Developed custom solutions for clients, tailoring technical specifications to meet unique needs.
- Developed comprehensive disaster recovery strategies that ensured business continuity during unexpected events or system failures.
- Mentored junior staff within the IT department, guiding career growth through hands-on training exercises and constructive feedback sessions.
- Decreased downtime by proactively identifying potential IT issues and implementing preventative measures.
- Contributed to continuous improvement initiatives by staying current on industry trends and emerging technologies.
- Optimized system performance by conducting regular audits and resolving identified issues.
- Evaluated vendor proposals to determine best-fit technology solutions aligned with company objectives.
- Planned computer systems using information engineering, data modeling, and structured analysis.
Technical Support Engineer
Aegis ITPL
Bangalore, Karnataka
11.2010 - 03.2013
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Performed root cause analysis of reported issues to enact corrections.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Delivered high-quality training sessions to new hires, fostering a strong understanding of company products and services.
- Communicated with stakeholders to share critical technical information and deliver project updates.
- Updated and maintained current customer support database.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Supported global customers across diverse industries while adapting quickly to evolving technologies.
Overview
14
14
years of professional experience
7
7
years of post-secondary education
Education
High School Diploma -
BM English School
Bangalore 06.2001 - 06.2003
2nd PUC - 2nd PUC
Stracey Memorial PU College
Bangalore 06.2004 - 06.2006
Bachelor of Science - BCA
AES COLLEGE OF ARTS & SCIENCE
Bangalore 06.2007 - 06.2010
Skills
- Computer Hardware Knowledge
- Software and Hardware Issues
- Bug Fixes
- Service Order Documentation
- Troubleshooting and Diagnostics
- Issue Resolution
- Installation and Repair
- Performance Enhancement
- Computer System Diagnostics Software
- Technical Support
- Organizational Skills
- Customer Service
- Employee Computer Support
- Resolve Technical Problems
- Hardware Repair
- Friendly and Patient
- Service Desk Team Management
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementCompany CultureTeam Building / Company RetreatsFlexible work hoursPersonal development programsWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Cricket, Web series
I play, watch Cricket during my leisure time.
I also spend time watching some Webseries.