Jagan K
Chengalpattu
Summary
Skilled Desktop Support Technician with 4 years of experience and comprehensive background in troubleshooting, system management, and customer service. Strong ability to diagnose technical issues and implement effective solutions, demonstrating solid knowledge of desktop hardware, software applications, and network systems. Notably contributed to improving system performance and user satisfaction in previous roles. Demonstrated communication skills with a consistent record of fostering positive relationships with users while effectively managing technical concerns.
Overview
3
3
years of professional experience
Work History
Sr. IT Customer Support Technician
KBR - Kellogg Brown and Root
Chennai
08.2023 - Current
- Working in ServiceNow, a ticketing tool for efficient incident tracking and resolution.
- Provided comprehensive IT support across hardware, software, network, and applications.
- Collaborated with the global IT team to enhance user work experience.
- Delivered customer service and end-user support for 2,500 users across three locations in India.
- Provided support in heavy-duty printers (Konica Minolta, Canon, HP).
- Facilitated vendor interactions for IT assets and peripheral purchases, including Dell and others.
- Handling the IL vendors, such as Tata, Airtel, etc.
- Managed Microsoft Intune and Cisco Duo for user authentication and compliance.
- Oversaw conference room setups and AV equipment coordination, including Crestron, Logitech, and Poly devices.
- In charge of the IT warehouse and conducted IT warehouse management and audits to ensure stock accuracy.
- Educated end users on hardware, software, and peripheral device functionalities.
- Ability to maintain all SLA parameters.
Assistant-IT
Pearl Global Industries
Chengalpattu
02.2022 - 08.2023
- Delivered technical support to users via email and telephone for on-site and remote issues.
- Installed operating systems and troubleshot desktop PCs, laptops, workstations, and peripherals.
- Monitored Sophos firewall logs, applied rules, and installed client VPNs for secure connectivity.
- Configured and managed accounts in Active Directory to ensure proper access.
- Installed and configured various network devices including switches and routers.
- Supported users in all Microsoft 365 applications.
- Troubleshot network and offline printers.
- Maintained antivirus server (Trend Micro) to protect users from threats and viruses.
- Maintained NAS storage devices for network data storage for the users, and for backup.
- Obtaining quotes from vendors, and coordinating them for remote/on-site support.
- Documented assets and logs for auditing purposes, ensuring compliance.
Education
B.E - Computer Science
University College of Engineering
Kancheepuram04.2021
Diploma - Computer Science
Adhiparasakthi Polytechnic College
Chengalpattu04.2018
Skills
- Troubleshooting and diagnosis
- ServiceNow
- Installation and configuration
- Networking fundamentals
- Hardware troubleshooting
- Asset Management
- Operating systems
- Office 365
- Active Directory administration
- Antivirus solutions
- Office 365
- SAP
Languages
English, Tamil
Personal Info
- Name : Jagan K
- Father Name : Karunakaran N
- D.O.B : 12.08.2000
- Relegion : Hindu
- Marital Status : Single
Timeline
Sr. IT Customer Support Technician
KBR - Kellogg Brown and Root
08.2023 - Current
Assistant-IT
Pearl Global Industries
02.2022 - 08.2023
B.E - Computer Science
University College of Engineering
Diploma - Computer Science
Adhiparasakthi Polytechnic College
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