Hi, I’m
Mukesh Kole
Technical support Lead
Kandivali East,MAHARASTRA
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Astute technical support lead with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols. Hardworking Technical Support Manager reduces costs throug management . Motivating leader effectively manages teams of up to 15 using proactive communication and resourceful approach to problem-solving. 8 years track record of collaborating with senior management to implement company-wide policies. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
8
years of professional experience
6
years of post-secondary education
1
Certificate
3
Languages
Work History
Persistent pvt.Ltd
Technical Support Lead
3 2023 - 12.2023
Job overview
- Manage IT Asset Details
- Ability To Manage 12 End User Support Engineers
- Provide Technical Assistant To Client Via Calls, Mails & Chats
- Ensure Proper Logging Of All Technical Issue & Prioritizing All Open Issues
- Escalated Of Technical Issues Of Respective Teams
- Documentation Of Technical Knowledge In Manual & Note Form
- Guide To Team Member On Calls & Chats As Well As Monitoring These Activity & Calls Details In SLA Process.
- Skills In Conducting Analysis Technical Issues & Support Team Member On Calls, Teams
- Also Coordinate With Other Teams For Network, Vc , Cloud Migration Or Change Any Security Policy
- Maintain Good Relations With Clients.
- Led migration projects from legacy systems to modern platforms, minimizing downtime while ensuring seamless transitions for customers'' businesses operations.
- Enhanced customer satisfaction by promptly addressing technical issues and providing efficient solutions.
- Served as an escalation point for high-visibility, mission-critical incidents, coordinating resources and managing communication with stakeholders to ensure timely resolution.
- Developed comprehensive training materials to ensure new hires were properly equipped for success in their roles.
- Analyzed trends in support requests, proactively addressing common issues through knowledge base updates and preventative measures.
IMPACT infotech pvt.ltd & Client is ATC INDIA
DESKTOP ENGINEER L2
07.2022 - 02.2023
Job overview
- Manage All Floor Assets And Inventory Like Laptops, Desktops, Printers, Telephones, Routers, Data Cards, Switches
- Manage Third Party Vendor Calls & Support With Entire Team As Well Handle Escalation Matrix & Also Warranty Details
- Provide To Manage Mobile Device In MDM
- Crimping And Punching Of Floor IO Ports If Required For Management
- Installation Of Zscaler On The Client Side Also Checks User's Daily Activities
- Daily Check Internet Connectivity, Cabin Assets, OneDrive Backup And Mailing Solutions
- Biometric Facial Recognition For New Joining Users And Coordination With Others Team For Related Issues
- Responsible For Desktop, Printer, Laptop Hardware And Software, Also Servers
- Basic Configuration And Creation Of New User Account And Password Reset On AD Server
- User Guidance For Configuration O365, OneDrive, SharePoint And Ready Board Meetings On Teams
- Coordination With Other Technical Team For Daily Activities
- Managing ATC Mumbai Location Of IT Related Services And Remote (Team) Support
- Responsible For IT Approvals & Clearance
- Installation And Maintenance Of Servers, Desktops, Laptops, Printers And Software
- Installation, Administration And Troubleshooting Of Operating Systems Like Linux, Windows 10,11
- Installation Configuration Office 365
- N/W Drive Mapping
- Installation, Administration And Troubleshooting Of Local Printers And Network Printers.
Net Business Solution
DESKTOP SUPPORT ENGINEER L1,L2
07.2019 - 06.2022
Job overview
- Installation Operating System
- PC Maintenance & Troubleshooting
- Working With Workgroup & Domain Networking PC
- Working With LAN, Crimping & Punching Of IO Ports
- Installation Of TrendMicro & Symantec, Altris , Anti-Virus On Client Side
- Internet Connectivity & Mailing Solutions
- Coordination With Other Team For Managing Biometric Attendance System On Application, Employment
- Maintain Users' My Profile
Asprine Infotech pvt.ltd
ASSISTANCE EXECUTIVE (DESKTOP SUPPORT L1)
06.2016 - 11.2018
Job overview
- Manage Account In Excel
- Computer Hardware, Software Installation And Troubleshooting & Repairing
- Basic Knowledge Of Networking And Troubleshooting
- Handling Outlook & Configuration (Imap & Pop Accounts)
- Using Office 365 As Admin
- Printer Installation Network And Usb
- Crimping And Punching IO Ports.
Impact InfoTech pvt.ltd
DESKTOP ENGINEER (FIELD WORK)
08.2015 - 03.2016
Job overview
- Laptop & Desktop Hardware, Software Installation And Troubleshooting & Repairing
- Basic Domain Installation, Active Directory, Policy Configuration Etc
- Basic Knowledge Of Networking And Troubleshooting
- Outlook & Configuration (Imap& Pop3 Accounts)
Education
Mumbai University
BSC IT
06.2011 - 05.2015
H.S.C (Science)
06.2010 - 05.2011
University Overview
Board: Maharashtra State Board
S.S.C
06.2006 - 05.2007
University Overview
Board: Maharashtra State Board
Skills
Specialist in Hardware of laptop, Desktopundefined
Certification
ITIL4
Timeline
ITIL4
10-2023
DESKTOP ENGINEER L2
IMPACT infotech pvt.ltd & Client is ATC INDIA
07.2022 - 02.2023
DESKTOP SUPPORT ENGINEER L1,L2
Net Business Solution
07.2019 - 06.2022
ASSISTANCE EXECUTIVE (DESKTOP SUPPORT L1)
Asprine Infotech pvt.ltd
06.2016 - 11.2018
DESKTOP ENGINEER (FIELD WORK)
Impact InfoTech pvt.ltd
08.2015 - 03.2016
Mumbai University
BSC IT
06.2011 - 05.2015
H.S.C (Science)
06.2010 - 05.2011
S.S.C
06.2006 - 05.2007
Technical Support Lead
Persistent pvt.Ltd
3 2023 - 12.2023
Personal Information
Date of Birth: 12/20/92
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