DEIVENDRAN P
Tirunelveli
Summary
Service Desk Engineer with 2.5+ years of experience providing L1/L2 IT support in Windows and Linux environments. Experienced in troubleshooting system issues, managing Active Directory, and supporting Microsoft 365 services. Skilled in handling incidents, resolving user issues through phone, email, and remote tools, and ensuring smooth day-to-day IT operations. Have basic knowledge of AWS and cloud security, with an interest in growing in cloud technologies.
Overview
3
3
years of professional experience
Work History
Service Desk Engineer
NLB Services
Bangalore
02.2025 - Current
- Configured and managed Microsoft Intune (MDM) for device enrollment, Windows Autopilot provisioning, compliance policy configuration, and secure remote device management.
- Troubleshot Intune enrollment, device synchronization, and compliance-related issues.
- Provided L1/L2 support for network connectivity issues, including IP configuration, DHCP release/renew, DNS flush, adapter reset, and driver updates.
- Performed network diagnostics using ping, tracert, and nslookup to resolve Internet and Intranet access issues.
- Reinstalled and updated Wi-Fi and network drivers from the official vendor websites to restore connectivity.
- Installed, configured, and upgraded Cisco Secure Client (AnyConnect) and GlobalProtect VPN for secure remote access
- Troubleshot VPN login failures, MFA issues, profile configuration errors, and connectivity disruptions.
- Assigned and managed Microsoft 365 licenses; installed and configured Outlook, Teams, and OneDrive.
- Recreated Outlook profiles, performed Online Repair, and resolved mail flow and synchronization issues.
- Supported Citrix Workspace and VMware Horizon VDI environments, including client installation and virtual desktop connectivity troubleshooting.
- Provided end-user support for Remote Desktop (RDP) setup and troubleshooting using LogMeIn remote support tool.
- Used Nexthink, automation tools, and predefined scripts to perform proactive monitoring, routine troubleshooting tasks, and improve ticket resolution efficiency.
- Handled 30+ support calls daily, performed Active Directory password resets and account unlocks, assisted with MFA/PingID configuration, supported BitLocker recovery, and installed business applications as per user requirements.
Desktop Support Engineer
Tech Mahindra (client)
Banglore
04.2023 - 12.2024
- Provided end-to-end technical support (L1 & L2) for global users via phone, email, and remote tools.
- Managed complete incident lifecycle using ITSM tools – ticket logging, prioritization, escalation, and SLA compliance.
- Administered Active Directory – user creation, password resets, account unlocks, group management, and access control.
- Installed, configured, and troubleshot Windows 10/11 and Mac OS systems in enterprise environments.
- Performed SCCM-based software deployment, patch management, and remote system troubleshooting.
- Executed software management tasks including installation, uninstallation, upgrades, and troubleshooting of enterprise applications.
- Guided users to securely download and install approved freeware applications as per company policies.
- Supported and troubleshot Citrix and VMware VDI environments for remote users.
- Resolved Microsoft Office 365 and Outlook issues including mailbox setup, PST backup/restoration, and email configuration.
- Diagnosed and resolved hardware issues (desktops, laptops, printers) and coordinated with vendors when required.
- Troubleshot networking and connectivity issues related to DHCP, DNS, VPN, LAN/WAN environments.
- Provided VPN configuration and remote access support for work-from-home users.
- Handled firewall and endpoint security-related incidents and access permissions.
- Performed root cause analysis (RCA) for recurring incidents and updated technical documentation/knowledge base.
- Collaborated with infrastructure, network, and security teams to resolve high-priority and major incidents.
- Maintained high customer satisfaction through strong communication and timely resolution of critical issues.
Education
Bachelor of Engineering - Electrical And Electronics Engineering
Ramco Institute of Technology
Tamil Nadu 07.2016
Skills
- Incident management
- Technical troubleshooting
- Network troubleshooting
- Windows & Linux Support
- AWS
- Cloud security
- Active directory
- Customer service
Languages
English
Proficient (C2)
C2
Tamil
Native
Native
Timeline
Service Desk Engineer
NLB Services
02.2025 - Current
Desktop Support Engineer
Tech Mahindra (client)
04.2023 - 12.2024
Bachelor of Engineering - Electrical And Electronics Engineering
Ramco Institute of Technology