HARWINDER SINGH GILL
L2 Infrastructure Engineer
Pune
Summary
To secure a challenging position as a L2 Infrastructure Engineer in a dynamic organization where I can leverage my technical expertise and administrative skills to contribute to the efficient management and operation of IT systems. My objective is to proactively support and optimize technology infrastructure, ensure seamless system performance, and enhance the end-user experience while staying updated with emerging technologies and industry best practices. I aim to drive operational excellence, streamline processes, and deliver effective IT solutions that align with the organization's goals and objectives.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
4
4
Languages
Work History
L2 Infrastructure Engineer
Wipro
08.2021 - Current
- Incident Management: Managing tickets in accordance with the constantly changing daily flow. We also manage the incidents that are escalated to the L2 Endpoint Support Team based on the region, and we work on difficult issues until we give the end user a solution.
- Application Support: We assist in resolving hardware and software problems with MAC and Windows laptops.The applications O365, MS Azure, Active Directory, MS Exchange Admin Center, MS Intune, Jamf, Jamf Connect, Druva, One Drive, Lock Out, Password, Bitlocker, User Profile, and VPN are among the ones we troubleshoot and resolve.
- Ticket Management: Receive, log, and prioritize incoming tickets from various sources, such as phone calls, emails, and web-based systems. Ensure accurate and timely ticket assignment and resolution based on established protocols.
- Ticket Resolution: Investigate and resolve tickets within defined service level agreements (SLAs) or timelines. This involve collaborating with different departments, escalating issues as needed, and coordinating with relevant parties to find appropriate solutions.
- Quality Assurance: Adhere to quality assurance guidelines and standards to ensure ticket resolution aligns with organizational policies and procedures. Maintain data privacy and security standards while handling sensitive information.
- Training and Development: Participate in training programs and continuous learning activities to enhance knowledge and skills related to ticket management, customer service, and healthcare domain expertise.
Senior Technical Associate
Convergys (Concentrix)
12.2017 - 08.2021
- Claim Status Management: Monitor the status of insurance claims submitted by B2B clients. Keep track of the progress, milestones, and stages of each claim throughout the claims process.
- Investigation and Documentation: Review and analyze claim documentation, such as claim forms, supporting documents, and policy details. Verify the accuracy and completeness of the information provided to ensure smooth claim processing.
- Claim Resolution Assistance: Assist B2B clients in resolving any issues, challenges, and delays related to their insurance claims. Collaborate with internal departments, insurance carriers, and third-party service providers to facilitate claim resolution.
- Worked for DELL as Technical Associate
- Troubleshooting and Problem Solving: Identify and diagnose hardware problems by asking probing questions, analyzing symptoms, and utilizing technical knowledge and resources. Offer step-by-step guidance and solutions to resolve hardware issues.
- Remote Assistance: Use remote desktop tools and other technology to remotely connect to customers' systems and provide real-time support. Guide customers through software configurations, driver installations, and hardware adjustments.
- Documentation and Case Management: Maintain accurate and detailed records of customer interactions, troubleshooting steps, and solutions provided in a ticketing system or customer relationship management (CRM) software. Ensure timely updates and proper case management.
Senior Representative
Concentrix
10.2015 - 11.2017
- Email Management: Handle incoming customer emails and respond to inquiries, requests, and complaints in a timely and professional manner. Ensure accurate and clear communication to address customer concerns effectively.
- Problem Resolution: Analyze customer situations, troubleshoot problems, and offer appropriate resolutions or escalation paths as required. Collaborate with internal teams to ensure prompt and satisfactory resolution of customer issues.
- Product Knowledge: Develop a comprehensive understanding of Amazon's products, services, policies, and procedures to accurately address customer inquiries and provide relevant information. Stay updated on changes and updates to Amazon's offerings.
- Complaint Handling: Handle customer complaints and escalations with empathy and professionalism. Investigate issues, follow internal procedures, and take necessary actions to address and resolve customer concerns in a timely manner.
Education
Bachelor of Commerce - Banking And Financial Support Services
DR DY PATIL ACS COLLEGE
Pune 06.2015 - 03.2020
HSC -
DR DY PATIL ACS COLLEGE
Pune 06.2014 - 03.2015
SSC -
Pune University
Pune 06.2011 - 06.2012
Skills
Technical Knowledge: Broad knowledge of IT systems, infrastructure, and emerging technologies
Operating Systems: Proficiency in Windows Server administration
Networking: Knowledge of TCP/IP, DHCP, DNS, VLANs, VPNs, etc
Virtualization: Experience with VMware vSphere, Microsoft Hyper-V, or similar
Troubleshooting: strong problem-solving skills and the ability to diagnose and resolve technical issues efficiently
Technical Proficiency: Strong understanding of software applications, operating systems, and networking concepts
Installation of Hardware and Software: Install, configure, and test hardware components such as servers, desktop computers, laptops, printers, routers, switches, and other peripherals Ensure proper connections and compatibility with existing systems and networks
Excellent Communication
Timeline
L2 Infrastructure Engineer
Wipro
08.2021 - Current
Senior Technical Associate
Convergys (Concentrix)
12.2017 - 08.2021
Senior Representative
Concentrix
10.2015 - 11.2017
Bachelor of Commerce - Banking And Financial Support Services
DR DY PATIL ACS COLLEGE
06.2015 - 03.2020
HSC -
DR DY PATIL ACS COLLEGE
06.2014 - 03.2015
SSC -
Pune University
06.2011 - 06.2012