Jeevan Basavaraj
Bengaluru
Summary
Having 7.3 years of IT experience in the information systems support including system and network administration.
Experienced support team member with an earnest and upbeat nature. Detail-oriented and organized multitasker with good communication strengths and demonstrated talent for handling dynamic and demanding needs. Competent the field and support of desktop applications.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Service Desk Support Specialist
ACI Worldwide
Bengaluru
05.2021 - Current
- Working as Service Desk Support Specialist
- Have Experience in Handling Calls, Tickets, Emails and Chats of ACI users across world
- Worked on Active Directory: Managing Users contacts and groups and computers in Active Directory
- Hostname Creation, Security Groups creation in Active Directory
- Configurations and troubleshooting on Ping One Authenticator (Ping ID) and Account lockouts of the users
- Managing ACI VDI machines through VM ware Horizon client
- Troubleshooting on VM ware admin console for VDI of our three different ACI servers (limerick, Norcross, Coventry)
- Issues related to Webex access and Webex troubleshooting
- Network issues related to WIFI, VPN, Internet Proxy
- PaloAlto and Cisco VPN troubleshooting
- ID admin Task has also taken care for all our ACI employees and contractors for new hire, rehire and termination tickets are also managed
- Deploying software’s, admin rights and polices through BIG fix console (IEM)
- Troubleshooting on VM ware Intelligent Hub and Intune for Mobile device management
- Basic troubleshooting on ACI mobile applications though AIR watch
- Antivirus tools McAfee
- Software installations
- Manage PC Backup & Restore e.g
- One-Drive for backup configuration and troubleshooting
- Maintain SolarWinds alerts and monitoring incident management and coordinate to different teams oncall support members
- Creating and modifying the confluence articles
- Troubleshooting on Company portal issues
- Coordinating with different support teams to resolve the ticket and achieve SLA
- Creating and modifying the knowledge base articles on confluence
Senior Analyst – Software engineer
Capgemini Technology Services
Bengaluru
06.2017 - 05.2021
- Working as Senior Service Desk Engineer
- Have Experience in Handling Calls, Tickets, Emails and Chats of user from international locations like USA, UK, BNL, Nordic and APAC regions
- Worked on Active Directory: Managing user accounts and changes of user attributes in Active Directory
- Hostname Creation, Security Groups creation in Active Directory
- Basic level of Microsoft Azure for the configuration of Microsoft Authenticator (MFA) and Account lockouts of the users
- Managing user mailbox, Shared mailbox, Distribution lists on Microsoft Exchange Admin tool and Managing user Licenses
- Issues related to Mailbox like Mailbox migration, Mail tracing
- Network issues related to WIFI, VPN, Internet Proxy
- PC Encryption tools like Sophos Safeguard, Bit locker
- Providing USB & Admin access & Remote Desktop access
- Windows OS issues, re-installation of OS
- Antivirus tools like Symantec, McAfee
- Software installations
- Manage PC Backup & Restore e.g
- One-Drive and Connected PC backup configuration and troubleshooting
- Coordinating with different support teams to resolve the ticket and achieve SLA
- Handling Escalations
- SPOC for tier 2 team
Education
B. Tech - Computers
Maharaja Institute of Technology
Mysore, KarnatakaSkills
- Operating System
- Microsoft Exchange
- Active Directory
- ITIL
- SolarWinds alerts
- ID admin (new hire, rehire, term)
- VMware Horizon client
- Big Fix Console
- Tableau (Reader, Public, Desktop)
- Incident Management
- Escalation handling
- Usage of ticketing tools:
Microsoft ServiceNow, Gojira, BMC Remedy
Certification
- Tableau
- Windows 10 Certification by Microsoft
Accomplishments
- Worked as a Transition Engineer during the transition state of Altran to Capgemini for migration of 10,000 users for India Location.
- Experience on NAC deployments for Cisco (VPN deployments) for complete Capgemini users across Global for 8 months.
- Promoted to Tier 2 team after 10 months of employment.
- Got two back-to-back promotions in the Capgemini organization.
- Reduced the ticket queue from 1000+ to 200 within a month.
- Outstanding contribution in delivery award in Jul-Sept 2019 and best firefighter award in Jul-Sept 2020 and best quality award.
- Appreciation from Directors and VPs and end users.
- Participated in YAPPON event in association with Microsoft.
Disclaimer
I hereby declare that the above written are true to the best of my knowledge.
Languages
- English
- Hindi
- Kannada
Personal Information
- Father's Name: HT Basavaraj
- Date of Birth: 05/01/94
- Nationality: Indian
- Marital Status: Married
Timeline
Service Desk Support Specialist
ACI Worldwide
05.2021 - Current
Senior Analyst – Software engineer
Capgemini Technology Services
06.2017 - 05.2021
- Tableau
- Windows 10 Certification by Microsoft
B. Tech - Computers
Maharaja Institute of Technology
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