Naveen Raj R
IT Support Technician
Bangalore,Karnataka
Overview
7
7
years of professional experience
2
2
Certificates
Work History
IT Support Technician
Booking Holdings India Pvt Ltd
04.2023 - Current
- Provided global IT support via calls, walk-ins, and remote sessions, ensuring timely and effective resolution of user issues.
- Supported onsite events by setting up and configuring Audio/Video equipment using tools like Cisco Webex and Appspace.
- Handled all priority-level tickets (P1-P4), following Major Incident Management protocols and coordinating with resolver groups to resolve critical issues within SLA timelines.
- Performed regular health checks, maintenance, and upgrades on printers, AV equipment, and network switches.
- Managed onboarding/offboarding processes, including laptop provisioning, configuration, and resets for new hires and exiting employees.
- Troubleshoot complex software issues related to internal tools, escalating to appropriate teams when needed.
- Delivered onsite and remote support using tools such as BeyondTrust and Zoom, ensuring seamless user assistance regardless of location.
- Authored over 40 Knowledge Base articles to enhance user experience and enable quicker issue resolution by internal IT staff.
- Trained and mentored new team members, helping them ramp up effectively and align with support processes.
- Developed and shared IT support processes and AV feature updates, promoting knowledge sharing and team collaboration.
- Managed back-office tasks like asset tagging, receiving, and IT Asset Management, ensuring proper tracking and documentation.
- Conducted internal ticket audits, reviewed IT request handling, and provided feedback to improve team performance.
- Worked closely with leadership and cross-functional teams to fulfill IT requirements, contribute to process enhancements, and support team-wide initiatives.
Senior Process Associate
Tata Consultancy Services (TCS)
07.2021 - 03.2023
- Provided immediate technology support on a range of products and services for internal and external clients.
- Troubleshoot Google Workspace applications, including Gmail, Calendar, Chat, Keep, and Drive.
- Resolved issues with VMware Horizon Client and Global VDI.
- Managed incident resolution and escalated critical issues to L2, field services, or vendors.
- Collaborated with L2 teams and leadership for critical incidents like data loss.
Level 1 Technical Support Engineer
DXC Technology
11.2018 - 07.2021
- Created user accounts and assigned group rights using Microsoft Active Directory.
- Resolved Microsoft Office application issues, including Outlook, Excel, PowerPoint, and OneDrive.
- Managed Citrix application access via group policies and Active Directory Services.
- Logged and tracked priority tickets using ServiceNow.
- Provided remote support via Teams, Skype for Business, HPE MyRoom, RDP, Workspace One, and Intel AMT.
Skills
Operating system support
undefinedCertification
ITIL Certified
Summary
IT Support Technician with 7 years of experience in delivering technical support across enterprise environments. Skilled in IT Service Management, Incident & Problem Management, and well-versed in ITIL practices. Expertise spans Audio/Video systems, Network Support, and IT Asset Management. Proven track record of enhancing system performance and driving user satisfaction across global locations through proactive issue resolution and service excellence.
Languages
English
Advanced (C1)
Tamil
Upper intermediate (B2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Projects
- ServiceNow Enhancement
Agent Workspace, Service Operations Workspace & IT Demand Dashboard
Implemented and optimized Agent Workspace to enhance the ITIL view experience for support technicians, improving navigation and workflow efficiency.
Deployed Service Operations Workspace to streamline ticket management, SLA tracking, CSAT visibility, and performance reporting within ServiceNow
Contributed to the creation and refinement of the IT Demand Dashboard, enabling data-driven analysis of recurring issues and seamless escalation to the Problem Management team.
- EZVC (Easy Video Conferencing) Zoom Room Integration Project
Led deployment of the EZVC project across meeting rooms to simplify Zoom call access using QR Code-based macros on Cisco VC units.
Enabled employees to join scheduled Zoom meetings without manually entering meeting IDs or passcodes, significantly improving the AV meeting experience.
- AV Training & Global Collaboration – Amsterdam, Dec 2024
Traveled to Amsterdam for hands-on training in Audio/Video systems, collaborating with the Global Video Collaboration Team.
Gained advanced expertise in AV troubleshooting, deployment, and support for enterprise conference room technologies.
- Network Implementation Project – Multi-site Rollout
Supported network infrastructure implementation across various organizational sites to enhance connectivity and user experience.
Contributed to improved network stability and performance through structured hardware deployments and collaborative planning with the network team.
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridTimeline
ITIL Certified
03-2024
IT Support Technician
Booking Holdings India Pvt Ltd
04.2023 - Current
Senior Process Associate
Tata Consultancy Services (TCS)
07.2021 - 03.2023
Level 1 Technical Support Engineer
DXC Technology
11.2018 - 07.2021
Cisco Certified Network Associate
03-2018
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