HEMANTH KUMAR B S
Ramanagara
Summary
Veteran Technical Support Engineer trusted to quickly and decisively address all internal and external issues. Provides friendly responses and competent remediation. Adept manager of PCs, networks and peripherals.
Overview
11
11
years of professional experience
Work History
L2 Technical Support Engineer
NTT data India Pvt Ltd
Bangalore
07.2022 - Current
- Knowledge with Office Products, VPN, Citrix, Software Installations, Active Directory Maintenance. Printer Configuration (Local & Network), Shared Folder Permissions etc.
- Creating a new user in AD as per request
- Knowledge on creating user account through IBM Lotus notes.
- Operate and maintain security groups.
- Update recipient attributes like email address, Organization, Contacts etc.,
- Adding users to the requested folders, resetting the user password on request etc.
- Creating OU’s
- Worked on Termination Tickets
- User account modification on AD.
- Knowledge on Group Policy
- Problem solving and troubleshooting skills with a customer-centric approach.
Senior Engineer Specialist
Concentrix technology India Private Limited, Bangalore
Bangalore
12.2019 - 02.2022
- Working as a Microsoft Senior Engineer in the department of Product Activation.
- Providing solutions to the customer request using standard applications and by following SOP
- The solution provided should be accurate with no error.
- Need to maintain the highest quality and to meet the SLAs set by clients.
- Responsible for responding to the escalations and Adhoc requests from customer.
- Help customers activate their software products and applications.
- Helping Clients activate servers, Windows servers and Remote desktop servers and also associate licenses from Volume Licensing Portal with verification of their agreement details.
Survey Scripter
I-Link Research Solutions India Private Limited
Bangalore
06.2016 - 05.2019
- Primary & Secondary market Research
- Email and chat management
- Primary Research: Analyze the questionnaire received from client and design the survey.
- Survey scripting, testing and receive the data from respondents and conduct research using a variety of quantitative methods.
- Calendar management: Scheduling appointments, managing time and setting reminders about the scheduled meetings
- Working on MySQL database and Basic HTML codes
- Scheduling appointments, organizing meetings, preparing expense reports, managing their MS-Outlook calendar and travel bookings
- Microsoft Office Skills: Outlook management, Word document, PowerPoint presentation and Excel
- Understanding the needs of conducting survey and collaborate closely with qualitative researchers.
Senior Tech Support Executive
Infosys BPO LTD
Bangalore
08.2013 - 06.2016
- Role includes managing daily operations, and work allocation to the advisors.
- Responsible for tracking & managing the daily queues against the forecasted volume allocation.
- Role also demands MIS and consolidation of various reports (Bench, Buffer and ALCON) required for further analysis for the SPMs, GPMs, & delivery heads
- Assist with training and identifying training needs within the team and provide feedback to TL and Managers on a real time basis.
- Presenting the weekly and monthly SLA report to the internal and external customers and update the process status with the client by addressing their issues/queries.
- Good knowledge in outlook and Working in Infy tools like ALCON&ECMS. And completed PLMS training (ALCON, PBS, IPM+, ECMS etc.)
Education
MBA - HR & Marketing
T John College
Bangalore05.2013
BBA - Human Resources Management
P E S College of Arts And Science
Mandya05.2011
Skills
- Technical Troubleshooting End user support
- Remote and Global support
- Teamwork and Collaboration
- Network Operational Enhancements
- Data Analysis
- Troubleshooting and Diagnosis
- Hands on experience in Mac and Windows support
- IT onboarding and offboarding
- Hands on experience in Servicenow and JIRA ticking tool
Languages
Kannada
First Language
English
Proficient
C2
Hindi
Upper Intermediate
B2
Timeline
L2 Technical Support Engineer
NTT data India Pvt Ltd
07.2022 - Current
Senior Engineer Specialist
Concentrix technology India Private Limited, Bangalore
12.2019 - 02.2022
Survey Scripter
I-Link Research Solutions India Private Limited
06.2016 - 05.2019
Senior Tech Support Executive
Infosys BPO LTD
08.2013 - 06.2016
MBA - HR & Marketing
T John College
BBA - Human Resources Management
P E S College of Arts And Science
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