Jitesh Pore
Assistant Consultant At TCS
Pune
Summary
With more than 8 years of experience in the analysis, assign, implement skills and resolving the problems of user using troubleshooting steps or active support in resolving the queries of the user, and experience as desktop support engineer in various teams.
I’m an adaptable and efficient team player with excellent communication skills at all levels.
I’m looking for a role where I can develop my skills further, researching new technologies and revelling in new challenges.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
Assistant Consultant
Tata Consultancy Services
Pune
06.2022 - Current
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Served as primary point of contact for support relating to owned solutions and products.
- Maintained response times to support business continuity.
- Performed root cause analysis of reported issues to enact corrections.
- Delivered Tier-2 support and SME input to internal and external customers.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Performed day-to-day LAN and WAN administration, maintenance and support.
- Provided on-call support for desktop engineering duties.
- Identified and immediately resolved issues with hardware and network devices.
Senior Executive Engineer
Wipro Technology
Pune
03.2013 - 05.2022
Service Desk Engineer
British Telecom
- Worked as Service Desk Engineer in BTIC team and handled technical aspects of Client (British Telecom)
- Monitoring alarms for devices and taking 1st level action to create bridge case for major Incidents
- Fault isolation and monitoring of equipment 24/7 through service management tools like, BMC Remedy, ExpedioIM, SMARTS, Netcool, WebTop
- Monitoring high utilization alerts and perform IP Accounting function and report them to customer
- Responsible to pre-notify customers and provide periodic updates on faults and on Planned Engineering Work or Major Source Outages
- Handling priority based alerts, logging Service Requests, raising Bridge Cases, closing various tickets according to Severity
- Ability to drive Incidents to closure by following up with resolver group within stipulated SLAs
- Performing Audit of tickets closed by other members of team
- Worked as mentor for new joiners and trained them as per project requirements
PE Cease Engineer
British Telecom
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Configured hardware, devices and software to set up work stations for employees.
- Coordinated with systems partners to finalize designs and confirm requirements.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Developed and implemented bug fixes and patch sets for existing web applications.
- Identified scope of problem and provided operational and technical assistance to remedy.
- Monitored systems in operation and quickly troubleshot errors.
- Hands-on Experience over the various network management tools like Putty, Citrix, Agent Desktop, SMARTS, Team Viewer
CE Engineer
British Telecom
- Designed tailored engineering solutions for customers based upon key requirements.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Provided authorized users with technical support and advice regarding proper use and functionality of equipment.
- Monitored system performance to maintain system integrity.
- Documented and updated known fixes in knowledge base for future reference.
- Supporting migration calls with customer post installation, this includes failover testing, allocation testing
- Performed root cause analysis and general troubleshooting.
Desktop Support Engineer
British Telecom
- Logically analyzing faults, performing remote diagnostics and making changes to existing device configuration (if required) to provide resolution for incidents
- To work on change requests (Configuration/Design) raised by clients or BT
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Conduct remote desktop troubleshoot to end-users along with documentation ticket maintenance
- To support daily technical support activities for desktop, data, and server management
- Upgrading Cisco IOS image using TFTP
- Handling fault tickets within specified SLA and provide best support possible as per SLA
- To keep customers informed on incident/change status and progress as per defined norm or service level requirements
- Coordinating and providing assistance to onsite Field Engineer
- Creating troubleshooting documents on various complex network issues which other team members refer to resolve faults quickly and efficiently
- To mentor and provide training to the new joiners
Desktop Support Specialist
Northern Trust
- Day to day work on Putty, Orion-Solarwinds, EMC Smarts Incharge, Moogsoft, ServiceNow
- Opening trouble tickets via phone or vendor portal and follow up with ISPs such as AT&T, Sprint, Zayo, Airtel, GTT, Colt, Virgin Media, TCL for any site down alerts
- Coordination with regional team for setting up dispatches of ISP’s engineer’s approval and follow up with the ISP till issue is fixed and verify RFO/RCA
- Coordination with control centre regional teams and network support for power outages at site and open proactive tickets with ISPs
- Open TAC case for hardware failure and software issues of network devices with CISCO, regional teams and network support for hardware replacement and solution
- Following ITIL process for Incident management and Change management
Education
BCS (Bachelor of Computer Science) -
D.Y.Patil ACS College, University of Pune
07.2008 - 05.2012
HSC -
D.P.Bhosale College
06.2007 - 06.2008
SSC -
AES High School, Maharashtra State Board
07.2005 - 06.2006
Skills
Technical Skillsundefined
Timeline
Assistant Consultant
Tata Consultancy Services
06.2022 - Current
Senior Executive Engineer
Wipro Technology
03.2013 - 05.2022
BCS (Bachelor of Computer Science) -
D.Y.Patil ACS College, University of Pune
07.2008 - 05.2012
HSC -
D.P.Bhosale College
06.2007 - 06.2008
SSC -
AES High School, Maharashtra State Board
07.2005 - 06.2006
Service Desk Engineer
British Telecom
PE Cease Engineer
British Telecom
CE Engineer
British Telecom
Desktop Support Engineer
British Telecom
Desktop Support Specialist
Northern Trust
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