GOKUL Raj
Chennai
Summary
Look forward to working in a creative and challenging environment, constantly learning and successfully delivering solutions to problems, and adding value to the organization as a whole.
Overview
8
8
years of professional experience
Work History
IT Support Specialist
FLATIRONS SOLUTIONS INDIA PVT LTD,
08.2021 - Current
- Created help desk tickets, troubleshot, and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk-side support services.
- Prepared new computers and mobile devices, according to internal policies on standardized software and security deployments.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Managed backup and recovery of data assets to safeguard system availability.
- Updated software to safeguard against security flaws.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Loaded software, granted permissions, and configured hardware for new employees as part of the onboarding process.
- Delivered onsite technical support for employees.
- Answered questions and provided information to customers about new software or hardware.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Monitored systems in operation and quickly troubleshot errors.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted with updating technical support best practices for use by the team.
- Configured hardware and granted system permissions to new employees.
- Promoted efficiency among departments with prompt resolution of system issues.
- Translated complex technical issues into digestible language for non-technical users.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Used ticketing systems to manage and process support actions and requests
- Loaded software, granted permissions, and configured hardware for new employees as part of the onboarding process.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Created help desk tickets, troubleshot and resolved desktop issues
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Determined hardware and network system issues using proactive troubleshooting techniques
Customer Support Engr
COGNIZANT TECHNOLOGY SOLUTION,SYSNET GLOBAL SOLUTIONS PVT LTD
04.2020 - 08.2021
- Assisted customers in identifying issues and explaining solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Assisted with updating technical support best practices
- Delivered onsite technical support for 1000 employees.
Technical Support
COGNIZANT TECHNOLOGY SOLUTIONS, NEW WAVE COMPUTING PVT LTD
09.2018 - 03.2020
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved troubleshooting a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explaining solutions to restore service and functionality
- Managed high levels of call flow and responded to technical support needs
- Assisted with updating technical support best practices for use by team
- Diagnosed and troubleshoot the workstation hardware, software and network issues
- Configured hardware and granted system permissions to new employees
- Configured hardware, devices, and software to set up troubleshoot diverse for employees
Desktop, Field Support
IT CARE
07.2017 - 03.2018
- Operated hand tools and power equipment according to company safety procedures.
- Troubleshot problems or issues with desktops and laptops.
- Responded quickly to emergency maintenance requests for timely on-call support.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Discussed and recommended service options with customers and explained costs involved.
- Supported operating system and various tools and applications
Field Support
ACT FIBERNET PVT.LTD Network Eng
02.2016 - 01.2017
- Managed on-site and off-site installation, repair, maintenance, and test tasks.
- Followed safety procedures to avoid injuries in field.
- Operated hand tools and power equipment according to company safety procedures.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Coordinated responses and resources to handle special client requests
- Documented customer complaints and completed corrective action requests
- Assisted customers with sales needs such as inventory and shipping questions
- Helped cultivate and maintain business relationships by professionally handling partner and customer needs
Education
B.E - E.C.E
AKSHEYAA COLLEGE OF ENGINEERING
Chennai05.2015
Skills
- File Management Software
- Telecommunications Network Oversight
- Virtual Local Area Networks
- LAN and WAN Assessment
- Microsoft Windows and Office
- Patch Implementation
- Printers and Peripherals
- Hardware Upgrades
- Infrastructure Planning
- Auditing Service Requests
- Operational Policies Knowledge
- Closing Tickets
- Resolve Technical Problems
- Tracking and Documentation
- Software and Hardware Implementation
- Microsoft Active Directory
- Support End-Users
- Troubleshooting Network Issues
- Computer System Diagnostics Software
- Creative Issue Resolution
- Operating System Management
- Issue and Resolution Tracking
- Hardware Components
- Network Infrastructure Support
- AV Presentation
- Remote Access Software
- Technical Support and Assistance
- VMware ESXi
- Helpdesk: Call Support
- Hardware Replacement
- Disk Space Management
- Wireless Area Networking
- Virus Protection
- Backup and Recovery
- Hardware and Software Repair
- Computer Operating Systems
- Inventory Procedure Documentation
- Data Connectivity
- Asset Management
- Hardware Repair
- Diagnosis and Troubleshooting
- Telephone Etiquette
- User Experience
- Warranty Details
- Hardware and Software Configuration
- Emergency Service Coordination
- Technical Fault Tracking
- Short and Long-Term Planning
- Remote Diagnostics
- IT Infrastructure Planning
- Help Desk Tools
- Access Management Software
Additional Information
- Jira ticketing tools
- GSD remedy ticketing tool
- O365 admin and exchange center
- Active Directory
- Sophos Antivirus
- Vsphear
- Sentinel one antivirus
- Matrix biometric
- Duo authenticator
- Azure Active directory
- Manage engine
- Defender Antivirus
- Azure Active Directory
- Jira asset management
- Keeper password management
Languages
English
Advanced (C1)
Timeline
IT Support Specialist
FLATIRONS SOLUTIONS INDIA PVT LTD,
08.2021 - Current
Customer Support Engr
COGNIZANT TECHNOLOGY SOLUTION,SYSNET GLOBAL SOLUTIONS PVT LTD
04.2020 - 08.2021
Technical Support
COGNIZANT TECHNOLOGY SOLUTIONS, NEW WAVE COMPUTING PVT LTD
09.2018 - 03.2020
Desktop, Field Support
IT CARE
07.2017 - 03.2018
Field Support
ACT FIBERNET PVT.LTD Network Eng
02.2016 - 01.2017
B.E - E.C.E
AKSHEYAA COLLEGE OF ENGINEERING
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