HAREESH K K
Thrissur
Summary
Dynamic Technical Support Specialist with proven expertise at Geodis India Pvt. Ltd, excelling in IT service management and incident resolution. Adept in Office 365 administration and network performance monitoring, I leverage analytical problem-solving and effective communication to enhance user satisfaction and streamline operations. Committed to delivering exceptional support in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Technical Support Specialist
Geodis India Pvt. Ltd
05.2024 - Current
- Served as primary contact for U.S. customers, providing 24x7 IT support and incident resolution.
- Administered Office 365 and Active Directory environments, including user account provisioning and license management.
- Monitored network infrastructure, servers, and endpoints with SolarWinds for optimal performance.
- Delivered advanced application support for Office 365, Microsoft Teams, Citrix Workspace, and remote access solutions.
- Troubleshot connectivity and system performance issues across Windows and virtual environments.
Desktop Support Engineer L2
EXL
Kochi
12.2021 - 04.2024
- Delivered Level 2 desktop support for enterprise users, ensuring SLA compliance and prompt incident resolution.
- Executed desktop and laptop imaging and deployment through SCCM and Windows Deployment Services (WDS).
- Diagnosed network connectivity issues, configuring TCP/IP, printing services, VLANs, and troubleshooting LAN/WAN environments.
- Assisted with upgrades and migrations of servers, routers, and switches while adhering to change management protocols.
- Managed endpoint security and threat detection utilizing CrowdStrike; implemented Forcepoint DLP for data protection.
- Maintained IT asset inventory and lifecycle tracking via Snow Asset Management.
Junior Network Engineer
Netcrew Technologies Pvt. Ltd
12.2020 - 12.2021
- Provided Level 1 technical support for enterprise users, ensuring SLA compliance and prompt incident resolution.
- Monitored network operations while conducting first-level diagnostics for connectivity issues.
- Supported LAN/WAN environments, focusing on IP addressing, subnetting, and device configurations.
- Configured and maintained switches, routers, and firewalls to enhance network security and performance.
Education
Master's - network engineering
Kerala Steds
Ernakulam01.2020
Diploma - Computer Engineering
Maharajas Technological Institute
Thrissur Kerala01.2019
Higher Secondary Education - Science
St. Mary's Higher Secondary School
Irinjalakuda01.2016
SSLC -
St. Mary's Higher Secondary School
Irinjalakuda01.2014
Skills
- System administration
- Technical support
- Active Directory management
- Group policy configuration
- Office 365 expertise
- Remote assistance
- ITIL framework knowledge
- Azure services
Technical Skills
ITIL Framework, Incident Management (P1 & P2 handling), Problem & Change Management, SLA Compliance & Reporting, IT Service Desk Operations, Ticketing Systems: ServiceNow, BMC Remedy, Windows 10/11 Administration, Windows Server 2012/2016, SCCM (Software Center/Package Deployment), Windows Deployment Services (WDS), Virtual Machines & Hypervisors (VMware vSphere, Hyper-V), IPAM (IP Address Management), Active Directory (User/Group Management), Group Policy Management, DHCP & DNS Configuration, Password & Access Control, Domain Controller Administration, Strong expertise in networking concepts, including diagnosing and resolving packet loss using tools such as Wireshark and Fiddler., Skilled in TCP/IP, DNS, DHCP, LAN/WAN management, and VLAN configuration., VPN platforms including GlobalProtect, Ivanti Secure, Cisco AnyConnect, and FortiClient., IIS configuration and management for enterprise environments., Microsoft Azure Administration, AWS (Basic EC2/S3/Identity Management), OneDrive for Business, CrowdStrike Endpoint Protection, Forcepoint DLP, Conditional Access Policies (via Intune/Azure AD), Office 365 Admin (User & License Management), Exchange Admin Center (Mailbox, Distribution Lists), Microsoft Teams Administration, SharePoint Online, Outlook Troubleshooting (Client & Online), Microsoft Intune (MDM/MAM, Compliance Policies, App Deployment), Asset Management (Snow), Autopilot Deployment & Device Enrollment, Laptop/Desktop Imaging & Patch Management, LogMeIn Rescue, MeshCentral, NinjaOne, Microsoft Quick Assist, Remote Troubleshooting & Diagnostics, Desktop/Laptop Deployment, Imaging & Configuration, Hardware Troubleshooting (HDD/SSD, RAM, Network Issues), Printer, Scanner & Peripheral Support
Timeline
Technical Support Specialist
Geodis India Pvt. Ltd
05.2024 - Current
Desktop Support Engineer L2
EXL
12.2021 - 04.2024
Junior Network Engineer
Netcrew Technologies Pvt. Ltd
12.2020 - 12.2021
Master's - network engineering
Kerala Steds
Diploma - Computer Engineering
Maharajas Technological Institute
Higher Secondary Education - Science
St. Mary's Higher Secondary School
SSLC -
St. Mary's Higher Secondary School