Niraj Shah
Pune
Summary
Skilled Windows System Support Engineer successful at using judgment and advanced technical acumen to make positive impact on providing timely and precise support over server technologies. Forward-thinking and resourceful professional with diligent mindset and disciplined approach. Subject Matter Expert in Windows Remote Desktop Services.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
Senior Support Engineer
Mphasis Ltd
Pune
03.2022 - 08.2022
- Provided remote support on Physical Server – HPE ProLiant ML / DL / Blade Server series.
- Handle Escalations and Provide technical solutions for various clients across the NA time zones.
- Work on salesforce SFDC CRM tool, provide timely resolution and ensure customer satisfaction.
- Team handling (10-15 Front Line Engineers ) and provide Technical Mentoring and Knowledge and hands-on.
- Hardware Troubleshooting. RAID Configuration (Using HPE SSA).
- Support on HPE iLO (Setup and Troubleshooting).
- Working knowledge on VMware Esxi installation and configuration .
- Understanding on Key VMware technologies like Vmotion , Svmotion , vSphere HA / FT / DRS , RDM file .
- Troubleshooting Stop Errors - BSOD and PSOD .
- Windows Memory dump collection and analysis using WinDBG .
Support Engineer
Concentrix India Services Pvt Ltd
Pune
10.2019 - 02.2022
- Worked as an Incident Specialist (Premier Microsoft Engineer - Enterprise Platforms Support) and provide technical support for the windows OS.
- Handle Escalations and Provide technical solutions for various clients across the NA/EMEA/APAC time zones.
- Work on Service desk, provide timely resolution and ensure customer satisfaction.
- Subject Matter Expert on Remote Desktop Services (RDS) - RD Connection Broker / RD Session Host / RD Web Access / RD Licensing / RD Gateway on Windows Server 2012r2 / 2016 / 2019.
- Knowledge on Active Directory, High Availability, and clustering .
- Basic Windows Networking. DHCP, DNS Troubleshooting ..
- WSUS , MDT server deployment and troubleshooting .
- Windows Patch Management .
- Basic knowledge on SCCM .
- Hands on using SysInternal Tools like Procmon , Process Explorer , psPing , NotMyFault ,PsExec , PsKill.
- Knowledge on Azure - Installation and configuration of Azure services ● Manage Azure subscriptions, manage resource groups, Manage role-based access control ● Implement and manage storage, Import, and export data to Azure ● Deploy and manage virtual machines (Create and configure VMs for Windows and Linux)
Senior Officer
Wipro Ltd
Pune
07.2018 - 10.2019
- Worked as a Technical Support engineer for Telstra (AU region)
- Solved us customer's technical issues by taking remote access and handling the customer technical queries over the call.
- Installation of printer drivers and resolution of printer setup issue in on Windows 10
- Worked upon troubleshooting of firewall issues faced by customer
- Troubleshoot upon the various website issues faced by customer for internet explorer
- IP address configuration
- Worked upon managing the SLA
- Raising escalations Incident tickets on SMC tool handling end to end closing the incidents
- Troubleshooting on the communication queries of the customer for ups server and Communication setup like direct access and proxy server.
Customer Care Executive
AmazonDevelopment center
Pune
02.2017 - 05.2018
- Supportover email/chat /phone for India and North America Region
- End to End support from order placement to delivery /shipping and refund.
Education
Bachelors - Computer Application
Rabindranath Tagore University
Bhopal 06.2019 - 08.2022
HSC -
St. Francis High SchoolNashik [Maharashtra Board
Nashik 01.2009 - 02.2009
SSC - undefined
St. Francis High School, Maharashtra
Skills
Application installations
Technical Support
Hardware and software installation
Debugging
Technical documents comprehension
Staff education and training
Customer service expert
Desktop support
Timeline
Senior Support Engineer
Mphasis Ltd
03.2022 - 08.2022
Support Engineer
Concentrix India Services Pvt Ltd
10.2019 - 02.2022
Bachelors - Computer Application
Rabindranath Tagore University
06.2019 - 08.2022
Senior Officer
Wipro Ltd
07.2018 - 10.2019
Customer Care Executive
AmazonDevelopment center
02.2017 - 05.2018
HSC -
St. Francis High SchoolNashik [Maharashtra Board
01.2009 - 02.2009
SSC - undefined
St. Francis High School, Maharashtra