DEEPAK SONAR

Process: Work as Sr. engineer (SIO) with the clients HPE (Hewlett Packard Enterprise) and Xiaomi Technology India Pvt Ltd

• Participated in team projects, demonstrating ability to work collaboratively and effectively.
• Proved successful working within tight deadlines and fast-paced environment.
• Worked well in team setting, providing support and guidance.
• Self-motivated, with strong sense of personal responsibility.
• Managed time efficiently in order to complete all tasks within deadlines.
• Monitoring and managing desktop support, IT services desk, and VIP support
• Maintaining high-performance levels for service-related processes, and implementing improvement activities wherever necessary
  Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
  Developing deep understanding of projects to gain insights into scope of service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
• Record technical issues and solutions in logs
• Address user tickets regarding hardware, software, and networking
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problem
• Guide users with simple, step-by-step instructions and conduct remote troubleshooting
• Test alternative pathways until you resolve issue
• Customize desktop applications to meet user needs
• Install, configure, support, and troubleshoot Office 365
• Direct unresolved issues to next level of support personnel
• Follow up with clients to ensure their systems are functional
• Troubleshooting network connectivity in LAN/WAN and Wireless
  environment.
• Administration, including add/remove users and groups, configuring file

• Trained and managed junior engineers
• Monitored employee performance to keep projects on task.
• Troubleshooting in Domain & Workgroup system
• Troubleshooting of Network, Desktop, Laptop & Printer related problems, Support & Coordination with related Dept
• Zscaler management and Active directory
• Install, configure, support, and troubleshoot Office 365
• Troubleshooting network connectivity in LAN/WAN environment.
• Handle daily technical support activities on desktop support and data network.
• Install, upgrade, support, and troubleshoot XP, Windows 7, Microsoft Office 2003, 07, 10, and other authorized desktop applications.
• Configuration and trouble troubleshooting MAC Book and IOS
• Worked with clients to obtain information, update on progress and resolve concerns.
• Updated and maintained current customer support database.
• Traveled with sales engineers on customer site visits to respond to specific technical questions.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Served as primary point of contact for support relating to owned solutions and products.

• Patched software and installed new versions to eliminate security problems and protect data.
• Installing software such as Oracle, Finacle Core, Flash players, Office Suite, Email, Suite, and Internet suite.
• Create new Asset and manage Asset Inventory
• Install and configure mail client software such as Outlook, Outlook Express, Backup and Restore mails, and Repair mails PST
• Understanding of and ability to install, configure and test workstation hardware
• Collaborated with vendors to locate replacement components and resolve advanced problems.

• Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
• Configured hardware, devices, and software to set up work stations for employees.
• Maintained support policies and methods of support delivery to provide technically accurate solutions to users.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Monitored system performance to maintain system integrity.