Dinesh Kumar
1696, Phase-5 Mohali
Summary
Dynamic IT Support Engineer with extensive experience at Fiducia Accounting Services, excelling in Active Directory management and hardware troubleshooting. Proven track record in enhancing service desk operations and leading teams to exceed service level agreements. Adept at software installation and fostering strong communication skills to resolve complex technical issues efficiently.
Overview
14
14
years of professional experience
Work History
IT Support Engineer
Fiducia Accounting Services Private Limited
11.2023 - Current
- New User ID creation in AD server / Modify existing users, providing them required rights, Authorization for Data access on a file server. Responsible for AD and user data backup.
- Set up and maintain workstations, printers, and mobile devices. Troubleshoot hardware, software, and network issues.
- Provide remote and on-site support to employees.
- Install, configure, and troubleshoot accounting and tax software (e.g., Sage, Xero, Paperless, or industry-specific tools). Help staff with software-related queries and issues.
- Create, update, or delete user accounts in Microsoft 365 Admin Center. Assign or remove Microsoft 365 licenses and apps. Reset passwords and manage sign-in settings.
- Set sharing policies (internal vs. external access) in one drive. Configure storage limits and site creation policies. Monitor usage and storage reports.
- Create, manage, suspend, and delete user accounts in google Workspace. Configure Gmail settings, routing, and spam filtering. Manage aliases, groups, and email forwarding policies. Monitor and support Google Meet usage and settings
Team Leader
Dynacons Systems & Solutions Ltd
07.2017 - 07.2019
- Handling a team of 7-8 IT field Support engineer across multiple locations to manage LIC of India IT Infrastructure in a cost-effective way to meet business demands. Train and Mentor new/existing team members. Conduct trainings to increase capability of team
- Responsible for managing the Disaster Recovery & Business Continuity Plans to keep company’s IT Infrastructure functional in the event of crisis
- Single point of contact/escalation for LIC Chandigarh and Shimla Divisions. Monitor the Help Desk Tool and also assign the calls to field support engineer.
- Responsibility for ownership of all customers’ incidents or logged service requests during the shift. Track the incidents to conclusion in line with SLAs and quality standards
- Ensure that service levels are achieved in line with contracts and that customer’s expectations are met or exceeded. Manage critical customer’s incidents, associated to customer communication, activities and any appropriate escalations.
- Client Name: LIC of India
Customer Support Engineer
Sysnet Global Technology Pvt. Ltd
02.2017 - 06.2017
- Handling LIC of India Project – Chandigarh Division as Customer Support Engineer with One DO office and 28 Branch offices with 3 engineers team.
- Complete End to End user support in terms of L1 level application support, Desktop & Laptop management & Network related.
- Handling the complete Inventory i.e. Desktop/ Laptop/ Servers/ Printers. Monthly Audit by cross verifying all Assets Physically.
- Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office and any other authorized desktop applications.
- Troubleshooting and repairing all types of Printer’s Dot matrix, Inkjet, Laser jet, Desk Jet, MFP and Line Printer.
- To support the users remote in business related application i.e. installation/troubleshooting/configuration of business related application
- Client Name: LIC of India
FMS Engineer
VDA Info solution Pvt. Ltd
06.2016 - 01.2017
- Maintain Complete Branch Inventory of IT assets and coordinating with Vendor for AMC and warranty calls. Co-ordinate with Vendor for in warranty part replacement any service related issues.
- Installation and configuring Microsoft Outlook 2007, 2010, 2013. Evolution, Windows Live mail and thunder-bird mail client in desktop/laptop/IPad.
- Resolving issues relating to business related application SAP, Internet Explorer, Mozilla Firefox, Twinkle (SIP) X lite.
- Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
- Coordinate with Vendors for Internet Lease Line, MPLS, and PRI’s related Issue.
- Installation and Managing of Antivirus Software Symantec Endpoint Protection and Quick Heal Endpoint Protection.
- Client Name: Just Dial Ltd
Associate System Engineer
3i InfoTech Consultancy Services Limited
05.2015 - 06.2016
- Active Directory and Domain Controller
- New Account Creation/ Maintenance of Existing users, Computers and Laptops. Providing them required rights, Authorization for Data access.
- Printers/Photocopiers/Scanners
- Installation/ Maintenance of all kinds of HP Network printers/photocopiers & scanners starting from LaserJet to high end all in one network printers. Also manage and Monitor the network printer through print server.
- Inventory Management
- Handling the complete Inventory i.e. Desktop/ Laptop/ Servers/ Printers/ I-Pad, Data Cards and Projectors. Time to time updating the Inventory and Monthly Audit by cross verifying all Assets Physically. Allocation/de allocation of Asset and also update the same details in asset Management console.
- Vendor Management
- Co-ordinate with HP, Dell, Acer and Lenovo regarding new purchasing of Desktops/ Laptops/Printers, AMC process & any service related escalated call.
- Other Responsibilities
- Support corporate IT Team in server related activity. Also giving the support of idea Punjab circle user through remote in business related application i.e. installation/troubleshooting/configuration of IBM data studio, Oracle, CRM, Omani Scan etc.
- Client Name: Idea Cellular Ltd
Customer Support Engineer
Sysnet Global Technology Pvt. Ltd
04.2011 - 05.2015
- Desktop, Laptop, Servers and Printers on-site support, Installation and configuring Microsoft Outlook 2007, Evolution, Live mail and thunderbird mail client.
- Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements. Manage service requests, software installations, new computer setups, upgrades, etc. Troubleshoot hardware and software problems of existing Linux and windows servers.
- Made use of Helpdesk systems to make workload prioritization, to update calls.
- Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office and any other authorized desktop applications
- Client Name: LIC of India
Education
B.Sc. - IT
Sikkim Manipal University
08.2018
12th - undefined
HP Board of School Education
09.2007
10th - undefined
HP Board of School Education
03.2004
Skills
- Active Directory management
- Hardware troubleshooting
- Microsoft 365 administration
- Network configuration
- Service desk operations
LANGUAGE KNOWN
Hindi and English
Hobbies and Interests
Reading & Internet surfing
Disclaimer
I hereby declare that all the information given above is correct according to the best of my knowledge and belief. Places: Date: (Dinesh Kumar)
Timeline
IT Support Engineer
Fiducia Accounting Services Private Limited
11.2023 - Current
Team Leader
Dynacons Systems & Solutions Ltd
07.2017 - 07.2019
Customer Support Engineer
Sysnet Global Technology Pvt. Ltd
02.2017 - 06.2017
FMS Engineer
VDA Info solution Pvt. Ltd
06.2016 - 01.2017
Associate System Engineer
3i InfoTech Consultancy Services Limited
05.2015 - 06.2016
Customer Support Engineer
Sysnet Global Technology Pvt. Ltd
04.2011 - 05.2015
12th - undefined
HP Board of School Education
10th - undefined
HP Board of School Education
B.Sc. - IT
Sikkim Manipal University