Harsha C D
IT helpdesk support engineer
Summary
Dynamic IT Support Engineer with extensive experience at Sequential Tech, excelling in network troubleshooting and remote support. Proven ability to resolve complex issues, enhance customer satisfaction, and improve operational efficiency. Skilled in Active Directory management and known for exceptional problem-solving abilities, driving successful outcomes in high-pressure environments.
Confident and resourceful with knack for problem-solving and delivering excellent customer service. Possesses solid understanding of troubleshooting methodologies and network configurations, along with proficiency in Windows and Linux operating systems. Committed to optimizing system performance and enhancing user experience through technical expertise and dedication.
Overview
8
8
years of professional experience
Work History
Level 2 IT Support Engineer
Sequential Tech
03.2022 - Current
- Provide IT support to the internal and external user by troubleshooting and escalating issues to concern support team.
- Utilize critical thinking, troubleshooting and repair skills to solve any issues involving IT equipment such as computers, laptops, network hardware, operating systems, Software, and applications.
- Used remote software to solve and troubleshoot issues when applicable.
- Troubleshoot network connectivity issues related to computer systems.
- Provided installation, configuration, and maintenance and support of printers Microsoft Office and other applications and software's
- Resolve software issues relating to Microsoft Internet Explorer, Microsoft Office (Outlook, word, excel, OneDrive. Etc)
- Perform Creating/maintaining password resetting and unlocking user accounts on windows and applicable system using Active directory. ·
- Troubleshooting and resolving issues with Citrix and VDI connectivity issues.
- Hands on experience in Troubleshooting MS Windows - Common BSOD (Blue Screen of Death) error codes.
- Worked with local onsite IT technicians for further troubleshooting the issue.
- Handled and solving the issue of Windows File Share (Shared Drive) and Network Drive.
- Assist and troubleshoot mobile device management, Mobile app authentication such as PingID, Microsoft - Multi-Factor Authentication, RSA SecureID.
- Document, maintain history records, track, and review all issues to improve the productivity of the IT department in ServiceNow Tool.
- Ability to adapt to new technology and software tools in the workplace.
Senior Process Associate
Sequential Technology International PVT LTD
03.2017 - 03.2022
- Actively involve providing high-end telecom services to U.S business Clients from voice to data.
- Working with the telecom networks such as Vonage, AT&T, Century Link, Verizon, Frontier, XO, Vonage, Level3, PacWest, Broadvox, Comcast, Bandwidth, Sprint, Onvoy, Choice One, McLeod and so many companies.
- Working with telecom tools such as SM7(.net),Vonage Telco Gateway, Level3 Telco, Neustar Ticketing System, level3 Portal, NTM Tool, Comwave Carrier Support, CCA, Syniverse SOA, DID Tester, RT Ticketing Tool, 3PV Network Tool, Port PS, Moab, Prism etc.
- Expertise in handling escalations with LEC within the expedite duration.
- Status Enquiry, troubleshooting & technical support with the telecom networks via Cisco, Nortel phones, web based tools & outlook web apps- email.
- Responsible for troubleshooting various kinds of issues as per created TT by the end-user through Ticketing system(RT Ticket Tool) and providing the best solution to the clients.
- Preparing monthly work status reports and updating technology specific documents.
- Involving with various reporting based on the business requirement and sending to Client.
- Hands on experience on EXCEL on various functions and reports as well.
Education
Bachelor of Engineering - Computer Science Engineering
Visvesvaraya Technological University
Bengaluru, India 04.2001 -
Skills
Network troubleshooting
Printer troubleshooting
Remote support
Software installation
Desktop support
Incident management
Application support
Patch management
Mobile device management
Active directory
Customer service
Problem-solving
Ticket management
Timeline
Level 2 IT Support Engineer
Sequential Tech
03.2022 - Current
Senior Process Associate
Sequential Technology International PVT LTD
03.2017 - 03.2022
Bachelor of Engineering - Computer Science Engineering
Visvesvaraya Technological University
04.2001 -
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