MOHANBABU R
EUC ENGINEER
Bangalore
Summary
Results-driven IT professional with over 4.5 years of experience in End-User Computing and Desktop Support Engineering, adept at managing enterprise-scale infrastructure and hybrid OS environments. Proven track record of enhancing cybersecurity measures while delivering executive-level support, ensuring high uptime and strict SLA compliance. Expertise in advanced technical troubleshooting and innovative solutions fosters collaboration and prioritizes user satisfaction, driving operational efficiency and productivity. Committed to leveraging technical skills to meet organizational goals and elevate the user experience.
Overview
1
1
Language
4
4
years of professional experience
Work History
EUC L2 Support Engineer
Cognizant Technology Solutions
05.2025 - Current
- Collaborated with cross-functional teams to identify and implement process improvements, enhancing operational efficiency.
- Maintained accurate documentation of support incidents, facilitating knowledge sharing and process optimization.
- Utilized ticketing systems to track and prioritize user issues, ensuring timely resolutions and user engagement.
- Collaborated with cross-functional teams to address complex technical issues, reducing ticket escalations.
- Improved customer satisfaction by efficiently resolving L2 support tickets within the designated timelines.
- Performed root cause analysis on recurring incidents, leading to long-term solutions that improved system stability and performance.
- Acted as an escalation point for L1 Support Engineers, providing guidance and expertise when solving more complex cases.
- Conducted user training sessions, increasing adoption of new technologies and reducing support tickets.
Desktop Support Engineer
Vertex Solutions
01.2022 - 05.2025
- Provided technical support for hardware and software issues, enhancing system reliability and user productivity.
- Diagnosed and resolved desktop-related issues, ensuring minimal downtime for end users and improving service efficiency.
- Implemented software installations and updates, streamlining processes and enhancing overall system performance.
- Managed ticketing system for IT support requests, prioritizing and resolving issues efficiently to meet user needs.
- Collaborated with cross-functional teams to troubleshoot network connectivity issues, facilitating effective communication and workflow.
- Monitored system performance metrics and identified areas for improvement, contributing to enhanced operational efficiency.
- Configured hardware, devices, and software to set up work stations for employees.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Coordinated with vendors on warranty claims for faulty equipment, reducing costs associated with repairs or replacements.
Education
Bachelor of Computer Applications (BCA) - Computer Information Systems
Vel Tech Ranga Sanku Arts College
Avadi, India01.2021
Higher Secondary Education - 12th Grade
Christ King Mat. Hr. Sec. School
Tiruvallur, India01.2018
Secondary School Education - 10th Grade
Christ King Mat. Hr. Sec. School
Tiruvallur, India01.2016
Skills
Tier 2 support
End-user computing
SCCM deployment
Intune configuration
DECLARATION
I hereby declare that the above-mentioned information is correct to the best of my knowledge and I bear the full responsibility for the accuracy of these particulars.
Timeline
EUC L2 Support Engineer
Cognizant Technology Solutions
05.2025 - Current
Desktop Support Engineer
Vertex Solutions
01.2022 - 05.2025
Bachelor of Computer Applications (BCA) - Computer Information Systems
Vel Tech Ranga Sanku Arts College
Higher Secondary Education - 12th Grade
Christ King Mat. Hr. Sec. School
Secondary School Education - 10th Grade
Christ King Mat. Hr. Sec. School