Mahesh Goud M
Technical Support Engineer
Patancheru
Summary
Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
10
10
years of professional experience
2018
2018
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Technical Support Engineer
BERKADIA Service India Pvt Ltd
12.2022 - Current
- Provide mailbox delegation access and shared mailbox creations from the power shell
- Expertly create office 365 DL and provide access to the end users
- Provide IT support for end-user IT issues like outlook issues, Application issues, MFA, access related issues
- ETC
- Strong experience with DELL, HP, and Lenovo Hardware issues troubleshooting and logging cases with vendors
- Installing and configuring Operating Systems
- Manage Windows infrastructure services- Active Directory
- Provide email forwarding access in the Microsoft admin portal
- Handling Incident tickets and service request tickets
- Creating User accounts in AD and adding security groups
- Adding/Removing users to security groups/distribution list in Azure Active Directory and AD as per requirement
- Adding Users to Azure devops projects wherever required
- Disabling User accounts whenever required
- Providing access to multiple applications as per the requirement
- Remote assistance to users wherever required
- Configuring work profiles in android and Apple mobiles
- Escalating P1 incidents to concern team and monitoring incident till resolution
- Installing Software's from the SCCM or Software center
- Checking laptop compliance issue and installing updates in laptop
- Configuration of printers from Print logic/ configuring network printers
Service Desk Engineer
KNOAH SOLUTIONS
08.2021 - 12.2022
- Managing Active Directory like user Account creation/deletion, adding groups to users…etc
- Creation/deletion of Gmail Accounts for users
- Creation/deletion of Email ID's in local email servers
- Creation/deletion of users accounts in ICEWARP, Zimbra
- Etc
- Troubleshooting Client related issues with tools like ZOHO, RDP and Tight VNC Viewer
- Installation and Troubleshooting the required Software's for Business like AVAYA, SAP, Spark, Sprinkler...Etc
- Troubleshoot and resolving various issues for End Users
- Co-ordinate with inter/other department, internal team, clients and vendors for any IT related requests/issues
- Handling Major Incident Management
- Working on P1, P2, P3 tickets on SLA basis
- Managing user accounts in DUO
System Administrator
SKILLIANTECH INDIA LTD
09.2020 - 07.2021
- Microsoft Azure Administration like addition/deletion of users to Azure AD
- Configuring O365 Outlook accounts
- Monitoring IT Infrastructure using tools like Airwatch
- Installing and Configuring MacAfee SafeBoot to laptops
- Recovering User Data from Laptop from MacAfee Recovery
- Solving the issues with Citrix applications for end users
- Installation and Troubleshooting the Software's like Java, Sap, AutoCAD
- Troubleshooting Client related issues with tools like SCCM Tool, RDP, WebEx, and Zoom
- Co-ordinate with inter/other department, internal team, clients and vendors for any IT related requests/issues
- Evaluated the performance of computer systems/networks and coordinated computer network access by expertly utilizing remote monitoring and management (RMM) tools
- Troubleshoot and resolving various issues for End Users
- Taking the backups from Systems
- Troubleshooting the Desktop hardware issues
- Installing and configuring Operating Systems
- Windows infrastructure services- Active Directory
- Participation in weekly meetings and providing status to seniors
- Attend the weekly meetings with Customer and internal team
- Keeping track of all the tickets and sharing the RCA to Customer
- 100% target attainment for Critical SLAs every month
- Installing and configuring the Monitoring and support for windows systems
- Password reset, account unlocking
Desktop support engineer L2
Skypro Technologies Pvt Ltd (Wipro)
12.2018 - 09.2020
- Troubleshoot and resolving various issues for End Users
- Taking the backups from Systems
- Troubleshooting the Desktop hardware issues
- Installing and configuring Operating Systems
- Configuring the outlook Accounts
- Windows infrastructure services- Active Directory
- Installing and Configuring MacAfee Safe Boot to laptops
- Resetting MacAfee Safe Boot user passwords
- Recovering User Data from Laptop from MacAfee Recovery
- Participation in weekly meetings and providing status to seniors
- Attend the weekly meetings with Customer and internal team
- Keeping track of all the tickets and Sharing the RCA to Customer
- 100% target attainment for Critical SLAs every month
- Installing and configuring the Monitoring and support for windows systems
- Windows 10 Migration Implementation
- Password reset, account unlocking
- Schedule the antivirus scan in all desktops
- Configuring the outlook Accounts
- Solving the issues with Citrix applications for end users
Technical support engineer
ACT Fibernet Pvt Ltd
07.2015 - 09.2016
- Troubleshoot and resolving various network issues for End Users
- Providing first level support for Customers on Network issues
- Configuring and installing Network devices at customer places
- Troubleshooting the Desktop Network issues
- Schedule the antivirus scan in all servers and desktops
- Managing Network Devices
- Working on P1, P2, P3 Tickets and Handling Customer Escalations
- Solving the issues with Citrix applications for end users
- Configuring DHCP with Mac Id Binding
Education
B.Tech - Computer Science
RRS college of Engineering and Technology
Diploma - Computer Science
Govt. Polytechnic college
SSC - undefined
Manjeera High School
Skills
Windows administration
Active directory
Microsoft Azure Active Directory
Computer Networking
Computer Hardware
undefinedCertification
AWS Certified Cloud Practitioner
Operatingsystemsexposure
- Windows 2012 server
- Windows 2008 server
- Windows 7
- Windows 8
- Windows 8.1
- Windows 10
Training
- CCNA - Cisco Routing & Switching
- Computer Hardware and networking
- Microsoft Azure
Disclaimer
I hereby declare that all the given above are true to the best of my knowledge.
Personal Information
- Father's Name: (Late) M Ashok Goud
- Date of Birth: 08/19/93
- Nationality: Indian
- Marital Status: Single
Timeline
Technical Support Engineer
BERKADIA Service India Pvt Ltd
12.2022 - Current
Service Desk Engineer
KNOAH SOLUTIONS
08.2021 - 12.2022
System Administrator
SKILLIANTECH INDIA LTD
09.2020 - 07.2021
Desktop support engineer L2
Skypro Technologies Pvt Ltd (Wipro)
12.2018 - 09.2020
Technical support engineer
ACT Fibernet Pvt Ltd
07.2015 - 09.2016
Diploma - Computer Science
Govt. Polytechnic college
SSC - undefined
Manjeera High School
B.Tech - Computer Science
RRS college of Engineering and Technology
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