KANAGAVEL ASOKKUMAR
Desktop Support Engineer
Tiruchirappalli
Summary
Detail-oriented and proactive Technical Support Engineer with over 2 years of experience in managing and supporting enterprise IT infrastructure. Skilled in troubleshooting hardware/software issues, and providing exceptional end-user support. Seeking to leverage my technical and interpersonal skills to support IT operations and improve system efficiency in a challenging IT environment.
Overview
2
2
Languages
1
1
Certification
3
3
years of professional experience
Work History
Desktop Engineer
Teleperformance Global Pvt Ltd
12.2024 - Current
- Key Responsibilities & Achievements:
- User and project Support
- Provided technical support to 1,500+ users for desktops, laptops, software, and peripheral issues, achieving a 98% first-call resolution rate.
- Responded to user issues via in-person, phone, email, and remote tools within SLA timelines, consistently maintaining a
- Diagnosed and resolved daily 15–20+ technical issues, reducing average downtime per incident by 35%.
- Delivered personalized troubleshooting assistance for Windows OS, Microsoft Office applications, printer configurations, and network connectivity issues.
- Escalated unresolved problems to higher-tier support teams when necessary and followed up to ensure full resolution and user satisfaction
- Installed, configured, and maintained 1000+ desktop and laptop systems, along with printers, scanners, and other peripherals across enterprise environments.
- Ensured 99.9% hardware uptime by proactively identifying issues and performing regular maintenance.
- Coordinated with external vendors for hardware replacements and repairs, reducing resolution time by 25%.
- Managed the setup and rollout of new hardware assets for new hires, ensuring zero delays in onboarding.
- Assisted with 50+ password resets and account unlocks per month in Active Directory, ensuring minimal disruption to user productivity.
- Reduced account-related support tickets by 30% through user education and efficient access management practices.
- Maintained a customer satisfaction rating of 95%+ by delivering prompt, courteous, and effective technical support.
- Clearly communicated complex technical solutions in user-friendly language, improving non-technical user understanding by 30%.
- Conducted follow-ups on all resolved issues, ensuring 100% issue closure confirmation and continuous improvement in support quality.
- Built strong rapport with end-users, contributing to reduced repeat incidents and increased user trust in IT support.
- Took full ownership of support tickets, ensuring resolution within defined SLA timelines (98%+ compliance); escalated critical issues as needed to minimize downtime.
- Managed end-to-end asset allocation including desktops, laptops, data dongles, and accessories for new hires and department moves, supporting 100% onboarding readiness.
- Maintained accurate asset tracking and documentation, contributing to zero discrepancies during quarterly IT audits.
Associate Desktop Support Engineer
AGS Health (pay roll of Ingram Micro Pvt Ltd)
08.2023 - 12.2024
- Key Responsibilities & Achievements:
- User and project Support
- Provided technical support to 1,500+ users for desktops, laptops, software, and peripheral issues, achieving a 98% first-call resolution rate.
- Responded to user issues via in-person, phone, email, and remote tools within SLA timelines, consistently maintaining a
- Diagnosed and resolved daily 15–20+ technical issues, reducing average downtime per incident by 35%.
- Delivered personalized troubleshooting assistance for Windows OS, Microsoft Office applications, printer configurations, and network connectivity issues.
- Escalated unresolved problems to higher-tier support teams when necessary and followed up to ensure full resolution and user satisfaction
- Installed, configured, and maintained 1000+ desktop and laptop systems, along with printers, scanners, and other peripherals across enterprise environments.
- Ensured 99.9% hardware uptime by proactively identifying issues and performing regular maintenance.
- Coordinated with external vendors for hardware replacements and repairs, reducing resolution time by 25%.
- Managed the setup and rollout of new hardware assets for new hires, ensuring zero delays in onboarding.
- Assisted with 50+ password resets and account unlocks per month in Active Directory, ensuring minimal disruption to user productivity.
- Reduced account-related support tickets by 30% through user education and efficient access management practices.
- Maintained a customer satisfaction rating of 95%+ by delivering prompt, courteous, and effective technical support.
- Clearly communicated complex technical solutions in user-friendly language, improving non-technical user understanding by 30%.
- Conducted follow-ups on all resolved issues, ensuring 100% issue closure confirmation and continuous improvement in support quality.
- Built strong rapport with end-users, contributing to reduced repeat incidents and increased user trust in IT support.
- Took full ownership of support tickets, ensuring resolution within defined SLA timelines (98%+ compliance); escalated critical issues as needed to minimize downtime.
- Managed end-to-end asset allocation including desktops, laptops, data dongles, and accessories for new hires and department moves, supporting 100% onboarding readiness.
- Maintained accurate asset tracking and documentation, contributing to zero discrepancies during quarterly IT audits.
Education
B.Sc. - Computer Science
Bishop Heber College
Tiruchirappalli01-2022
HSC - undefined
Bishop Heber Higher Secondary School
Tiruchirappalli01-2019
SSLC - undefined
R.C Higher Secondary School
Tiruchirappalli01-2017
Skills
Operating Systems: Windows 10/11
Tools: Active Directory, BitLocker, Remote Desktop, MS Office Suite
Networking: Basics knowledge about DNS, DHCP, TCP/IP, IP configuration
ITSM Tools: Service Now, Zoho Desk, Pulse
Other: Windows Patch Management, Inventory Management, Printer Troubleshooting
Hardware: Desktops, Laptops, Printers, Scanners
PERSONAL DETAILS
- Date of Birth: 31 Dec 2001
- Gender: Male
- Marital Status: Single
Certification
CCNA
Timeline
CCNA
02-2026
Desktop Engineer
Teleperformance Global Pvt Ltd
12.2024 - Current
Associate Desktop Support Engineer
AGS Health (pay roll of Ingram Micro Pvt Ltd)
08.2023 - 12.2024
SSLC - undefined
R.C Higher Secondary School
HSC - undefined
Bishop Heber Higher Secondary School
B.Sc. - Computer Science
Bishop Heber College