Santhosh Kumar N
IT Support Engineer
Summary
Experienced IT support engineer with 4 years of experience in delivering technical support for hardware and software issues. Expertise in troubleshooting, maintaining inventory and ensuring seamless desktop system operation. Committed to proactive problem-solving, effective communication and staying current with emerging technologies.
Overview
5
5
years of professional experience
Work History
Service Desk Specialist
Ensono Technologies
3 2023 - Current
- As an IT support engineer took care of desktop and application deployment inside the organization. Created Knowledge base articles in Service Now.
- Have to maintain the active directory groups and policies by collaborating with IAM team.
- Assisting with install, configure, update software applications and operating systems.
- Provide remote support using various tools to troubleshoot and resolve issues for off-site users.
- Collaborated with clients to understand their need, providing technical recommendations and customized solutions for hardware upgrades and replacements.
- Manage hardware and software inventory, keeping accurate records to facilitate efficient tracking, maintenance, and timely replenishment of IT assets.
System Engineer
Tata Consultancy Services
02.2020 - 11.2022
- Process Improvements – Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact for high value creation.
- Coordinating with all teams for Critical/Major incidents for quick recovery.
- Good knowledge in incident life cycle from Incident identification till Incident closure.
- Performed business analysis and Data analysis for proactive reduction in incident count and increasing stability in service operations ensuring high customer satisfaction.
- Creates incident related performance analysis and reporting for review by IT management.
- Chasing up with L1 and L2 team for fixing the faults and making the respective incident with proper statement.
- Coordinating with the Problem Management team to record the detailed RCA of Major Incidents.
Education
BCA - Computer Science
Vels University
Higher secondary education - Computer Science
Chennai Port & Dock Hr. Sec. School
Skills
Technical Support
Tools
Service Now
O365
OKTA
Sidekick
RDP, jump server
Timeline
System Engineer
Tata Consultancy Services
02.2020 - 11.2022
Service Desk Specialist
Ensono Technologies
3 2023 - Current
BCA - Computer Science
Vels University
Higher secondary education - Computer Science
Chennai Port & Dock Hr. Sec. School
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