Summary
Overview
Work History
Education
Skills
Certification
Timeline
Declaration
Generic

M. P. RAJ

Madurai

Summary

Seasoned Senior Desktop Support Engineer with over 15 years of experience managing enterprise IT environments, leading support teams, and resolving complex technical issues. Proficient in Windows and Chrome Flex systems with strong expertise in Microsoft 365 and ITIL-based service management. Recognized for improving IT efficiency, reducing downtime, and delivering exceptional end-user support across large-scale organizations.

Overview

22
22
years of professional experience
2
2
Certifications

Work History

Senior Desktop Support Engineer

XBP Asia IT-Solutions PVT LTD
09.2011 - Current
  • Lead IT support for 1,200+ users across multiple locations, managing escalated incidents and ensuring SLA compliance with minimal downtime.
  • Directed and supported 500+ remote users during Work-from-Home transitions, delivering expert guidance and seamless remote troubleshooting.
  • Delivered advanced remote support for 700+ desktops via Team Viewer, Remote Desktop, and GoToAssist, ensuring business continuity.
  • Oversaw Windows 10 migration project for 800+ devices, coordinating deployment and user transition with minimal disruption.
  • Maintained enterprise desktop security posture by analyzing vulnerabilities, deploying Microsoft and third-party patches, and coordinating WSUS updates with global server teams.
  • Led incident resolution and problem management, diagnosing complex software issues, removing malware, and implementing preventive measures.
  • Managed full hardware lifecycle: disassembled/reassembled desktops (motherboards, CPUs, RAM, drives, GPUs), serviced peripherals, and coordinated warranty replacements.
  • Supervised desktop installations and relocations, maintaining accurate asset records and ensuring LAN/WAN connectivity with Active Directory integration.
  • Monitored system performance across the enterprise, tested software functionality, and recommended hardware/software upgrades to management.
  • Administered software licensing and compliance, coordinating with vendors for activation and ensuring audit readiness (SAS16, Microsoft, Customer audits).
  • Developed and implemented post-OS deployment tools for automated application installation, accelerating system readiness.
  • Delivered high-quality support through IT Helpdesk ticketing tools, consistently achieving SLA targets.
  • Collaborated with cross-functional teams to plan and execute critical Windows Server OS updates and patch deployments.
  • Provided exceptional customer service via phone and remote channels, ensuring user satisfaction and minimizing downtime.
  • Mentored junior engineers, improving team resolution rate by 25% through training and knowledge sharing.

Desktop Support Engineer

Fashion Knits
08.2009 - 06.2011
  • Acted as the first point of contact for end-user IT issues, providing timely resolution and escalation when required.
  • Logged and tracked incidents, service requests, and resolutions using ticketing tools.
  • Performed basic troubleshooting for desktops, laptops, printers, and peripherals, including hardware and software issues.
  • Assisted with system setup and configuration, including operating systems, applications, and user accounts.
  • Supported network connectivity issues (Wi-Fi, VPN, DNS, and DHCP) and coordinated with higher-level teams for escalations.
  • Handled password resets, account unlocks, and basic Active Directory tasks.
  • Delivered remote support using tools such as Team Viewer, Bomgar, and Remote Desktop.
  • Installed and updated standard applications, ensuring compliance with company policies.
  • Maintained accurate documentation of incidents, resolutions, and asset records.
  • Provided excellent customer service, guiding users clearly and professionally to minimize downtime.

System Administrator

VMS TECHNOLOGIES
11.2003 - 01.2006
  • (One of the Vendor of Lason India (P) Limited)

Education

Bachelor of Technology - Information Technology

Anna University
Chennai

Skills

Desktop & Laptop Support: Windows (7/10/11), Chrome Flex

Certification

Microsoft Certified Professional (MCP)

Timeline

Senior Desktop Support Engineer

XBP Asia IT-Solutions PVT LTD
09.2011 - Current

Desktop Support Engineer

Fashion Knits
08.2009 - 06.2011

System Administrator

VMS TECHNOLOGIES
11.2003 - 01.2006

Bachelor of Technology - Information Technology

Anna University

Declaration

I hereby declare that the details provided above are accurate to the best of my knowledge. I am dedicated to delivering reliable desktop support services, maintaining system integrity, and ensuring continuous operations with minimal downtime for my organization. 

                                                                                                                                                                                                                                                                                                                                                                                        

                                                                                                                                                                                                        Signature 

M. P. RAJ