Naveen Kumar R
Dharmapuri
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
3
3
years of professional experience
Work History
Technical Support Engineer
CMS IT Services
02.2023 - Current
- Participated in regular team meetings to review support logs, identify recurring issues, and develop targeted solutions
- Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity
- Basic network troubleshoots
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences
- Application installation and configurations thunderbird, Sophos, MS office, IBM remote, sentinelOne, adobe, Dialer software Forti client, VPN and other basic applications
- Installed and configured operating systems and applications
- Provided technical training to users on how to use VPN and remote sessions to work from home
- WIFI Printer and scanner support
- Printer configuration
- Recorded, tracked and maintained local IT asset inventory in the asset management Service Now database
- Documented product problems and their resolutions in a knowledge database for future reference.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
Desktop support engineer
Vision India Services
08.2021 - 09.2022
- Laptop configuration
- Support to onsite users
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network problems
- Provided training sessions for new employees on company-specific software applications and tools, ensuring smooth onboarding experiences
- Improved end-user satisfaction by providing timely and efficient L1 desktop support for technical issues
- Basic network troubleshoots
- Created/disabled Email Accounts for employees
- Created/disabled Active Directory Accounts for employees
- Provided technical training to users on how to use VPN
- Windows Laptop and MAC application installation and configuration
- Outlook mail, MS 365, MS office 2019, VNC Remote tool, Any desk, AutoCAD, installation and configuration
- WIFI Printer and scanner support
- Supported remote users through remote desktop connections to resolve issues and provide guidance on software usage
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
Machine maintenance engineer
Turbo Energy PVT LTD
- Preventative maintenance planning and scheduling
- Team collaboration across multiple cross-functional areas
- Equipment monitoring, analysis, diagnosis, and repair
- Troubleshooting and problem-solving in a complex environment
- Performed preventative maintenance to keep tools and equipment functional.
Education
Bachelor of Mechanical Engineering -
University College of Engineering- Villupuram
04.2020
Diploma in Mechanical Engineering -
Laxmi Narayana Polytechnic College-Dharmapuri
04.2016
Skills
- Strong knowledge of OS and troubleshoot
- Ability to understand user requirements
- The ability to think logically
- End-user support
- Ticket management
- Technical Troubleshooting
- Problem-Solving
- Application support
- Software Installation
- Remote Support
- Help Desk Support
- Technical reporting
- Project Planning
- Technical Support
- Operating System Support
- Remote Desktop Support
- VPN Configuration
- Software Installation
- Remote Support
- Critical Thinking
- Help Desk Support
Languages
Tamil
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
Timeline
Technical Support Engineer
CMS IT Services
02.2023 - Current
Desktop support engineer
Vision India Services
08.2021 - 09.2022
Machine maintenance engineer
Turbo Energy PVT LTD
Bachelor of Mechanical Engineering -
University College of Engineering- Villupuram
Diploma in Mechanical Engineering -
Laxmi Narayana Polytechnic College-Dharmapuri