Nitish Chandra V
Bangalore
Summary
Technical Support Engineer with 8 years of experience managing technical services and support operations. Proven successes in implementing innovative technical support strategies. Adept at analyzing valuable support requirements while improving productivity and increasing the overall reliability.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Engineer
Tata Consultancy Services
03.2023 - Current
- Owned EUC ticket queue, delivering 3rd line technical support for IT incidents and problems to enhance resolution efficiency.
- Knowledge on Software deployment using application and package model as per the Microsoft release version and requests via SCCM.
- Knowledge on OS deployment in SCCM image management, task sequences.
- Implementing endpoint protection using SCCM.
- Gained foundational knowledge of Intune for mobile device management.
- Setup and manage user VDI via VMware Admin Console and Nutanix.
- Managed complex escalations, driving timely resolutions to improve incident handling processes.
- Setting up computers' passwords, rights and responsibilities using Active Directory.
- Participated in the Account Admin team and managed user onboarding and offboarding.
- Trained new hires at service desk, developed SOP and KB documentation to facilitate smooth transition for pilot project.
Senior Engineer
LTIMindtree
12.2020 - 12.2023
- Assisted end users in resolving PIE transaction related issues using commands on PIE front and back-office command line interface tool.
- Experience working in IBM AS400 setting up user accounts and assigning roles, Generating audit reports etc.
- Assisted user in troubleshooting VPN, Mobile pass and RSA token related issues.
- Handled Citrix login issues and application issues within Citrix.
- Actively monitored firewall and network issues at Dixons stores and indulged British telecom team for onsite checks and resolution.
- Responsible for monitoring the escalation matrix, Helpdesk and closing all IT service requests as soon as possible.
- Provide Installation, Configuration, and support of desktop computers, Peripherals equipment and Software.
Technical Support Engineer
DXC Technology
Bangalore
11.2018 - 11.2020
- L1 Technical Support Engineer working at DXC Technology for the client AT&T as a contractor from Joules to Watts Consultancy.
- Provided firewall and VPN management, security and incident response.
- Established extensive procedures and policies for troubleshooting and resolving hardware and software issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Root cause analysis of a Incident & Reporting.
- Setting up computers, passwords, rights and responsibilities using Active Directory (Computers and Users).
- Providing Remote support to the end users through diagnostic techniques using LMI ( Log me in tool ) and Remote desktop protocol.
- Assisted in smooth transition of AT&T machines to windows 10.
- Handled escalations and driven root cause analysis and provided solutions for complex incidents with cooperation of onsite support.
- Directed acquisition, installation and testing of network and hardware.
Education
Bachelor Of Computer Science And Engineering -
SPCE
Bangalore05-2017
Skills
Service Now
- IT service management (ITSM)
- Windows Active Directory
- SCCM administration
- VMware
- RSA token management
- RDP
- LMI
- AS400 administration
- O365 fundamentals
- Intune
- Citrix Xenapp
- MySQL
- Nutanix
Certification
Data Science Master's Program
Timeline
Senior Engineer
Tata Consultancy Services
03.2023 - Current
Senior Engineer
LTIMindtree
12.2020 - 12.2023
Technical Support Engineer
DXC Technology
11.2018 - 11.2020
Bachelor Of Computer Science And Engineering -
SPCE