Deepak H P

IT support Engineer- (L3) : Nov-2014 to Mar-2018

IT support Engineer I (L4): Mar-2018 to Nov-2021

IT support Engineer II (L5): Dec 2021 to till Date

• Collaborating with customers, internal team members, and other stakeholders to assess the planning, execution, and integration of system-oriented projects.
• Organizing and managing ongoing technical training and personal development programs for staff members.
• Adapting project plans to address dynamic targets, staffing transitions, and operational specifications.
• Overseeing the process of technology selection and deployment, with specific emphasis on organizational planning and the establishment of contracts and supplier service-level agreements.
• Participated in all phases of system development life cycle, from requirements analysis through system implementation.
• Collaborated closely with project team members to efficiently identify and resolve issues.
• Conducted company-wide technology instruction, on boarding and education.
• Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
• Facilitated effective collaboration with colleagues to support continuous network design, evaluation, and optimization aligned with company expansion.
• Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes.
• Prepare a Root Cause Analysis (RCA) for any potential issues that may impact the customer experience and collaborate closely with teams to address them.
• Giving High level customer obsession and strong customer support commitment.
• Support the team and assist colleagues to commit and be accountable for overall group success.
• Collaborating with other support functions and vendors to ensure uninterrupted support to the Business, eliminating the need for any escalation.
• Monitoring and coordinating with ISPs for internet link performance issues.
• Continuously monitoring new technologies and changes in management and the client’s operating environment to evaluate their potential impact on supported systems and applications and actively seeking opportunities to enhance service and decrease expenses.
• Investigate, troubleshoot and resolve computer software and hardware problems, including co-ordination with vendors/service providers as and when required.
• Design and implementation of new infrastructures, concepts and changes to the network in line with business requirements and security guidelines
• Excellent Project Management skills, Technical Skills, Hardware Skills and IT Skills.
• Dealing with TCP/IP, LAN, WAN, routing & switching protocols.
• Responsible for Network management and server health monitoring.
• Managing File Server, Active Directory, Print Server.

• Worked with customers to understand needs and provide excellent service
• Collaborated with team members to achieve target results
• Conducted research, gathered information from multiple sources and presented results
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
• Proved successful working within tight deadlines and fast-paced atmosphere
• Coordinated with vendors to replace or repair defective equipment under warranty, reducing expenses for clients.
• Improved client satisfaction by providing timely and efficient onsite support for technical issues.
• Implemented proactive maintenance routines, resulting in fewer emergency support calls from clients.
• Supported end users in remote locations using remote desktop tools, improving response times for offsite issues.
• Reduced downtime for clients by rapidly identifying and addressing network connectivity issues.
• Optimized system performance through regular updates, patches, and preventative maintenance tasks.
• Enhanced client satisfaction by effectively communicating technical concepts in non-technical terms.
• Provided training and guidance to less experienced team members, boosting overall team competency.
• Participated in cross-functional project teams to design, implement, and maintain integrated technology solutions.
• Resolved complex hardware and software problems, enhancing system performance and reliability.
• Performed root cause analysis on recurring issues, implementing solutions to prevent future occurrences.
• Maintained up-to-date knowledge of industry trends through ongoing professional development opportunities.
• Upgraded operating systems and computer software to perform compatibility with programs.
• Installed and maintained hardware and computer peripherals to store tangible components.
• Documented technical issues and solutions to enable tracking history and maintain accurate logs.
• Connected to computer of client using remote link to install programs and applications.

• Worked with customers to understand needs and provide excellent service
• Exceeded goals through effective task prioritization and great work ethic
• Learned new skills and applied to daily tasks to improve efficiency and productivity
• Resolved conflicts and negotiated mutually beneficial agreements between parties
• Developed and implemented performance improvement strategies and plans to promote continuous improvement
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
• 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.
• Managed multiple concurrent support cases with precision and focus, resulting in high rate of case closure within target timelines.
• Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
• Delivered high-quality training sessions to new hires, fostering a strong understanding of company products and services.