Dinesh Elango

• Acted as the primary Level 2 (L2) escalation point for complex infrastructure, system, and network-related incidents raised by the service desk team.
• Monitored and managed incidents, service requests, and problem tickets using ManageEngine ServiceDesk, ensuring compliance with SLA and KPI targets.
• Performed advanced troubleshooting of Windows operating systems, network connectivity issues (LAN/WAN/Wi-Fi), VPN connectivity, and enterprise applications.
• Supported and managed user access provisioning, role-based access control (RBAC), and identity-related tasks across Active Directory, Microsoft Workspace (Microsoft 365), and SSO platforms.
• Administered and troubleshot infrastructure components including servers, routers, switches, access points, firewalls, and applicable cloud services.
• Generated and presented weekly and monthly operational reports covering incident trends, SLA performance, root cause analysis (RCA), and resolution metrics for management and clients.
• Administered and supported VPN and secure web gateway / proxy solutions such as Zscaler, Cloudflare, FortiClient, and Cato Networks, managing URL access policies, monitoring user activity, and enforcing security controls.
• Installed, configured, and monitored endpoint security solutions including SentinelOne and CrowdStrike, ensuring protection of inbound and outbound traffic and compliance with organizational security policies.

Service Desk Engineer - Client Support

May 2022 - Jun 2023

• Provided Level 1 and Level 2 technical support to clients, including new hire onboarding, user account creation, and access provisioning across systems.
• Managed Google Workspace (Gmail) Admin activities such as creating user accounts and groups, assigning roles, and granting appropriate privileges based on business requirements.
• Utilized Jira Service Management to log, track, and resolve incidents and service requests in a timely manner while ensuring SLA compliance.

• Provided technical support for US-based customers on product-based hardware projects, assisting with configuration and troubleshooting of routers, switches, access points, Wi-Fi extenders, and network adapters.
• Configured and troubleshot Double NAT environments to enhance network security and protect users from external threats.
• Created and managed Port Forwarding rules to enable secure remote access to network devices such as IP cameras and other IoT devices.
• Configured MAC Binding on both new and replacement routers to ensure secure device authentication and network access.
• Installed, configured, and troubleshot new and existing printers, resolving connectivity, driver, and network-related issues.
• Utilized the ServiceNow ticketing system to log, track, and resolve customer issues while maintaining accurate product and customer information.
• Followed issues through to complete resolution, ensuring high customer satisfaction and adherence to service-level agreements (SLAs).

Client Service Executive

Mar 2019 - May 2020

• Initially worked with the IT Asset Management team, responsible for maintaining and tracking inventory of hardware assets including monitors, CPUs, keyboards, mice, modems, and cables (HDMI, DisplayPort, etc.).
• Performed operating system installations and system provisioning, ensuring all required prerequisites were properly installed and configured.
• Verified installation and functionality of essential security and system software, including antivirus (SentinelOne), Data Loss Prevention (DLP Endpoint), device drivers, and OS feature updates.
• Ensured all installed software and system components were up to date to prevent compatibility issues and software-related errors.
• Maintained accurate inventory records, reporting updates for newly issued systems and replaced hardware components such as CPUs, monitors, peripherals, and cables.
• Utilized ManageEngine ServiceDesk to log, track, and resolve incident and service requests related to hardware and end-user system issues.
• Configured and supported ManageEngine Desktop Central (Endpoint Central) using a server–agent model, with the server deployed on-premises to centrally manage OS deployments and ensure consistent system updates across the organization.