Deepak R Nair

• End-User Support: Offer day-to-day technical assistance to Mercedes-Benz employees, resolving hardware, software, and application-related issues efficiently.
• Ticket Management: Log, track, and resolve support tickets through the appropriate ITSM platform, ensuring timely follow-ups, and customer satisfaction.
• User Onboarding & Offboarding: • Facilitate seamless onboarding of new employees by setting up user accounts, mailboxes, system access, and necessary tools.
Ensure secure and thorough offboarding processes, including revoking access, and decommissioning user accounts.
• Email & Account Creation: Handle the creation and configuration of corporate email accounts and network profiles in alignment with company policies.
• Application Access Management: Grant and manage access to essential business applications and tools based on departmental needs and role requirements, ensuring compliance with security standards.
• Technical Expertise: Act as a subject matter expert for various technical systems and platforms, providing deep-dive troubleshooting, and proactive support solutions.

• Participated in Infrastructure and Security Services (NGSD) team.
• Provided end-to-end support for clients in Germany and Romania, managed fault resolution.
• Resolved issues with Allianz Virtual Client (AVC) and supported applications for India and German users.
• Administered Global Identity Access Management (GIAM), Active Directory, and handled incident management.
• Conducted continuous improvement discussions for operational services and tools.
• Managed and executed scheduled tasks to maintain user system operations.

• Addressed incoming faults with professionalism and ensured courteous communication via phone and email.
• Logged incidents and faults accurately, categorizing and prioritizing according to team procedures.
• Performed comprehensive diagnostics with users to resolve faults at the first point of contact.
• Maintained SLA compliance by progressing and clearing faults, escalating to relevant teams when necessary.
• Managed fault resolution lifecycle, keeping customers informed proactively.
• Diagnosed and resolved technical problems, achieving customer satisfaction.
• Continuously improved personal knowledge and skills for enhancing first-time fault resolution.
• Monitored systems for repeat issues, escalating to service management for risk mitigation.
• Collaborated with colleagues for knowledge sharing. Undertook various scheduled tasks to ensure continuous operational functionality of customer systems.

• Conducts compatibility assessments to integrate new programs with established systems.
• Analyzes system expansion or enhancements requirements, examining capacity and workload.
• Delivers system objectives through data analysis, evaluation of options, and action recommendations.
• Ensures compliance of new programs with specifications through systematic testing and adjustments.
• Optimizes existing programs by reviewing and refining objectives and specifications.
• Assesses third-party software solutions for suitability and compatibility with organizational needs.

• Expertise in installing and configuring Windows 10 OS, ensuring optimal system performance.
• Proficient in routine monitoring and maintenance of computer systems and networks.
• Skilled at swiftly troubleshooting and resolving hardware and software issues to minimize downtime.
• Competent in providing user support and creating procedural documentation and insightful reports.
• Adept at interpreting diagrams and instructions for effective fault repair and system setups.
• Efficient in assisting with the deployment of new applications across business units.
• Mastery in handling multiple support cases simultaneously with a focus on prioritization.
• Demonstrated proficiency in testing and incorporating latest technologies for organizational benefit.
• Proactive in conducting scheduled maintenance and upgrades, minimizing operational disruptions.

• Provided critical technical support for British Telecom (BT), resolving a broad spectrum of ISP-related issues.
• Demonstrated proficiency in documenting processes and utilizing specialized tools to support customer demands.
• Successfully navigated challenges involving ISP services, bandwidth constraints, and various internet packages, ensuring both wired and wireless connections.
• Specialized in intricate router and hub configurations, facilitating engineering support when required.
• Implemented systematic troubleshooting methods to identify and address technical shortcomings.
• Guaranteed customer satisfaction by delivering ongoing support and open communication to resolve problems.
• Consistently updated personal understanding of line services, current industry products, and emergent technologies.
• Engaged in active learning through technical training sessions and optimized use of designated laboratory time.
• Contributed to team goals by maintaining schedule compliance and aiding in service level target achievements.
• Offered constructive feedback and viable solutions to recurrent customer problems, championing service improvement.