Deepak Kushawaha

Project: BMS (APAC, US, EMEA and LATAM)

• Currently working as part of two teams, RDS Team (Remote Desktop Support) and DCC (Dispatch Command Center) team as Specialist
• Coordinated with vendors for provision of end-user support (e.g Hardware Vendor technicians for warranty repair/replacement)
• Supported users to resolve their problems through remote, e-mail, chat and telephonic IT technical services
• IT Support on Mac and iOS Devices(mobile, laptop) and experience to support iPad using airwatch, MAC devices ( JAMF)
• Maintained appropriate equipment sparing requirements and spares inventory levels to meet SLRs for the Desk Side Technical Support Services
• Provided technical orientation and training for new Client employees on existing systems and software
• Coordinated with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades
• Scheduled Dispatch engineer and follow up with vendor for dispatch location
• Provided and coordinated with various different teams to resolve P2, P3 and P4 ticket issues Best co-ordination and valuable involvement within a team
• Coordinated with other departments to ensure efficient workflow processes.
• Managed and resolved incidents according to service agreements.
• Provided technical support for customers in resolving complex issues.
• Leveraged specialized knowledge to act as subject matter expert within organization.
• Created training materials for new hires on the company's procedures and policies.
• Researched and analyzed customer feedback to identify areas of improvement.
• Organized client meetings to provide project updates.

• Performs administration tasks, user management, documentation, communication messages to users
• Maintaining Samsung’s security policy and software security check
• Assist in the development of user documentation and training materials Team and personal development – You take time to drive your own development, whilst also encouraging team members and partners to do the same
• Assist the IT team with the installation, configuration and deployment of new equipment via WDS
• Real time ticket entry by utilizing, monitoring and managing our service desk system
• Ordering of computer supplies and keeping of inventory
• Provide second-level support on tickets escalated from the Service Desk staff regarding IT issues and requests including, but not limited to
• Desktop support responsibilities include operating system builds, fault diagnosis and management of open tickets within the call logging system
• Knowledge of networking topologies and network wiring systems
• Be responsible for providing the first line support for hardware such as: Laptops, Desktops, Smart phones, and Printers, and providing software support for products such as; Microsoft Windows Operating Systems, Microsoft Office, developer tools for coding (ex VS studio, anaconda, MS Visio, Source insight and Tizen Studio etc
• And other proprietary software
• Follow the process of Incident management, Change management, Configuration, and maintenance of system
• Mapped build server in windows environment
• Maintain monthly and daily basis report of activity, Asset scrap activity and consumable items.

• Handling the escalation calls from Service Account Manager, project Manager or from Staff and provide them the support as per requirement
• Monitoring and troubleshooting of Core, Edge, and Backbone’s Links of different devices
• Follow the process of Incident management, Change management, Configuration, and maintenance of system
• Preventing SLA breach through constant monitoring and diagnosing
• Provide Remote Desktop support
• Effective Coordination with all Router Engineers, vendors, and location IT heads to ensure smooth Network Operation
• Troubleshooting and managing multiple Vendors Devices and multiple Technologies
• Create domain username, password and their permission Provides voice & remotely technical support
• Implemented, SNMP and Syslog for the client’s network infrastructure
• Configuration and manage Standard & Extended ACL (Access Control list)

• Monitoring dropped data, bandwidth/ CPU utilizations, etc
• Troubleshooting Handled Centralized Network Operation
• Taking backup of all user accounts of Server
• Provide Remote Desktop support
• Keeping Record of Disk Space and Bandwidth allotment
• Monitoring downtime of Server and troubleshooting
• Making arrangements in case of breakdowns