Summary
Overview
Work History
Education
Skills
Environments
Timeline
Generic

Praneeth Ebinizer B

Bengaluru

Summary

Detail-oriented Computer Technician with 8 years of high-quality technical service experience in a large corporate environment for internal and external clients ranging from executives to end-users. Looking to provide exceptional customer service troubleshooting and repairing a full range of desktop, laptop, multifunction printers, Microsoft Office products, Blackberries and Remote Support Tools. 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.

Overview

11
11
years of professional experience

Work History

Helpdesk Support Engineer

Fourkites
08.2021 - 01.2024
  • Managed high call volume with tact and professionalism.
  • Provided base level IT support to non-technical personnel within the business.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Managed call flow and responded to technical support needs of end-users.
  • Remained up-to-date on the latest technologies and solutions applicable to company products.
  • Reviewed technical documentation and procedures.
  • Used ticketing systems to manage and process actions taken.
  • Set up PC and Apple desktops and laptops and all types of mobile devices.
  • Implemented a user friendly IT support system to reduce ticket backlogs and better manage the Assets.
  • Integrate end-user Apps with SSO for better management.
  • MDM management and patch management.
  • Patched software and installed new versions to eliminate security problems and protect data.

IT Consultant

ITC Infotech
06.2020 - 03.2021
  • Client AON
  • Use of Active Directory for user account management Installation, maintenance, diagnosis and repair of the hardware and software computer resources, Windows 7 deployment project, Windows 7 upgrades in addition to a number of software programs.
  • Support is done in a Lenovo environment.
  • Citrix Apps support
  • Support multiple sites worldwide.
  • Client End-user support
  • On-call duties on a rotating basis.
  • Identified and corrected performance issues.
  • Oversaw the daily performance of computer systems.
  • Ensured proper installation of operating systems and software.
  • Referred major hardware and software problems and defective products to vendors or technicians for service.
  • Trained users in the proper use of hardware or software.

Senior System Engineer

Meesho
10.2019 - 04.2020
  • User Provisioning, Network printer troubleshooting, Office 2010, Active Roles, VPN support, Blackberry support, Windows XP & 7, password resets, SAP support, Active Directory experience including account and email creations, user account management and terminating end user accounts.
  • Secure ID, CA Service Desk ticketing system, Citrix, Remote Desktop use.
  • Provided after-hours support for applications and project efforts when needed.
  • Implemented new services into production.
  • Collaborated with other offices and territories to plan and implement new technology.
  • Ensured proper release and maintenance of all systems.
  • Delivered helpdesk service and support to end-users.
  • Worked with stakeholders to determine implementation and integration of system-oriented projects.
  • Identified software issues and handled troubleshooting to resolve quickly.
  • Implemented security measures and software to maintain network integrity.
  • Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
  • Supported system users, educating employees on troubleshooting and problem-solving protocols.
  • Negotiated with vendors, outsourcers and contractors to secure contracts and set SLAs.
  • Completed software updates and assessed security patches for optimized computer use.
  • Optimized networked software and operating systems by applying updates and patches.
  • Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
  • Researched software and systems products to determine purchase recommendations.

Senior System Engineer

CSS Corp Private
03.2017 - 05.2019
  • Share-point, Windows XP, 7, Office 2007, VPN, Priority management by severity level, Phone/chat/email support, Remedy ticketing system, RDP, SCCM for software installation, Active Roles, OKTA, GCP, Azure, JIRA.
  • Identified software issues and handled troubleshooting to resolve quickly.
  • Evaluated and conducted technical and functional research and analysis.
  • Trained users in the proper use of hardware or software.
  • Followed internal procedures for change management, incident management and escalation.
  • Analyzed security logs to determine and alleviate network threats.
  • Kept current on all federal and corporate regulations regarding security, ensuring compliance.
  • Assisted employees with resolving network problems at remote locations.
  • Worked with stakeholders to determine implementation and integration of system-oriented projects.
  • Supported system users, educating employees on troubleshooting and problem-solving protocols.
  • Completed software updates and assessed security patches for optimized computer use.

Technical Services Engineer

Concentrix
10.2014 - 11.2016
  • Client Apple India.
  • Supported Apple customers across India with L4 Support of all Apple devices.
  • Resolved computer hardware and software.
  • Restored data, operating systems, files, documents and drivers.
  • Created SOP's for undocumented issues and raised tickets and help the Engineering Team with RCA for certain issues with devices.
  • Helped users in Data Backup and recovery
  • advised users in best practices to better manage the device

Technical Services Assistant

Convergys
12.2012 - 05.2013
  • Client AT&T Uverse.
  • Assisted customers with Techinical help with All AT&T products
  • Upselling bundled products to customers

Education

BCA -

Dr CV Raman University
03.2015

Diploma - Electronics And Communications Engineering

EIILM University
Sikkim
03.2012

12th Grade -

National Institue of Open Schooling
Bengaluru
04.2007

10Th Grade -

The PTA School
Bengaluru
03.2005

Skills

  • Documentation
  • Servers
  • Microsoft Exchange 2013
  • Windows Server2008
  • Windows 7
  • Microsoft SharePoint
  • Desktop and laptop repair
  • Anti-virus solutions
  • Internet setup and repair
  • Mobile data devices installation
  • System backups
  • Data backup and retrieval
  • System upgrades
  • Network maintenance
  • Website and portal monitoring
  • Remote access technology
  • Excellent diagnostic skills
  • Citrix administration
  • Active Directory
  • Large computer networks
  • Mobile Device Management
  • System Administration
  • Technical Support Expertise
  • Knowledge Management
  • Network Administration
  • Incident Management
  • Virtualization Technologies
  • Hardware Diagnostics
  • Asset Management
  • Equipment Maintenance and Repair
  • Root Cause Analysis
  • AV Equipment Installation
  • Administration
  • Scheduling
  • Vendor Relations
  • Inventory Maintenance
  • Mac Support

Environments

JIRA, GCP, AWS, Azure, ServiceDesk, Adobe, OKTA, MS Intune, JAMF Pro, Confluence, Happyfox, Zoom, Asana, RingCentral, Lucidchart, Crowdstrike, CISCO meraki, 

Timeline

Helpdesk Support Engineer

Fourkites
08.2021 - 01.2024

IT Consultant

ITC Infotech
06.2020 - 03.2021

Senior System Engineer

Meesho
10.2019 - 04.2020

Senior System Engineer

CSS Corp Private
03.2017 - 05.2019

Technical Services Engineer

Concentrix
10.2014 - 11.2016

Technical Services Assistant

Convergys
12.2012 - 05.2013

BCA -

Dr CV Raman University

Diploma - Electronics And Communications Engineering

EIILM University

12th Grade -

National Institue of Open Schooling

10Th Grade -

The PTA School

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Praneeth Ebinizer B