Deepak Pulaiya Kumar Solman
New Delhi
Summary
Personable and dedicated Customer Service Representative with extensive experience in IT industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Dependable Technical support with 6 years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions.
Overview
12
12
years of professional experience
Work History
Technical Support Officer, IT
British High Commission
04.2017 - Current
- Proactively maintain and support the Main IT networks Firecrest, Osprey. Support the Technical Assistant, in maintenance and fault finding in support of the BHC and compound distributed network.
- Support in maintenance of compound telephony and IT cabling. Locate and repair cable faults on telephony systems anywhere in the office and BHC Compound. Telephony Support: Patching, Jumpering, testing.
- Act as liaison between local users, the Help Desk in the UK, and other IT stakeholders.
Report faulty equipment in timely manner. Arrange to despatch faulty kit to helpdesk, as per ISM’s advice.
Support Connection and disconnection of IT equipment, support in Office moves. - Arrange routine maintenance, fault repair and disposals of Office equipment (photocopiers, shredders, laminators, and stand-alone computers). Conduct routine checks and maintenance of UPS , Battery.
- Support in disposal of redundant, approved hardware, as per FCO’s policies and documentation
Support for standalone systems : Updating, Checking, maintaining to the ICSD standards- for e.g. bitlockering, encryption. - Support for maintenance, and upkeep of IT stores, including record keeping and asset management.
As per requirement, work additional , Early / Late hours (including weekends). - Carry out physical duties – lifting equipment, install cabling and connections in office i.e. under desks, in patch cabinets and server rooms.
- Support in setting up / guiding users with presentations, Videoconferences, Microsoft teams meetings.
Support in reconciling bills from the service providers and suppliers, recording in database, scanning bills for payment processing, keep tracking of payment status where required. - Support in supervision of external contractors carrying out works in the vicinity of any BHC equipment around the compound.
- Play an active role in Post’s Business Continuity Plan and Crisis Management Plan.
Assist with projects such as upgrade of ECHO, Internet, Telephony projects.
Site Engineer, IT
Tear Software
Mumbai
06.2012 - 09.2015
- IT support lead for the entire site.
- Setup/Maintain IT systems, Computer, Printers, Fax etc
- Maintain Mahavat mail server
- Supervise contractors for IT installation
- Support end users for training It equiments
- Setup, routers , switches whenever required
- training users according to new materials/new equipments
- Support Scanning equipments at site
- Creating / Maininating user profiles on to computer systems
- Supervised and monitored project subcontractors and labor force.
Education
GED -
CCNP (Cisco Certified Network Professional)
RST Forum, Mumbai 01-2016
GED -
CCNA (Cisco Certified Network Associate )
RST Forum, Mumbai 11-2015
GED -
Jetking Certified Hardware & Networking Engineer
Jetking Info Train 11-2011
High School Diploma -
Viva Junior College
Mumbai, India 02-2010
Skills
- Hardware Diagnostics
- IT Security Knowledge
- System Administration
- Training and Mentoring
- Remote Support
- Software Troubleshooting
- Incident Management
- Technical Troubleshooting
- Escalation Management
- SLA Management
- Staff Training
- Network Administration
- Customer Support
Languages
English
First Language
Hindi
Proficient (C2)
C2
Marathi
Advanced (C1)
C1
Telugu
Advanced (C1)
C1
Timeline
Technical Support Officer, IT
British High Commission
04.2017 - Current
Site Engineer, IT
Tear Software
06.2012 - 09.2015
GED -
CCNP (Cisco Certified Network Professional)
GED -
CCNA (Cisco Certified Network Associate )
GED -
Jetking Certified Hardware & Networking Engineer
High School Diploma -
Viva Junior College
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