Praveen Somanna

• Perform server related regular operational tasks on the infrastructure across the team's managed locations.
• Establish/manage remote access for users through RDP connections.
• Providing technical support for Laptops, desktops and network related issues in for IKS Customers and Employees based in United States, Canada and Australia.
• Ensuring Service Level targets are met on all Incidents reported.
• Maintain excellent quality scores.
• Providing Training for new hires and floor assistance.
• Interacting with knock team, involving in a bridge call on critical applications failure and getting it fixed.

• Handling Escalation calls from end users on critical users.
• Providing On the Job training for new hires.
• Assisting fellow employees on the floor.
• Software & hardware troubleshooting of dell computers (Consumerbased).
• Effective Resolution of Virus Related Issues and Antivirus Maintenance and Configuration.
• Sales positioning for fee based issues.
• Tracking of all data for the team Quarter on Quarter.
• Effective Resolution of Internet related issues.
• Troubleshoot any third party software.
• Maintain good customer experience over calls.
• Email Configuration and troubleshooting of email clients (Outlook, Windows Live Mail, etc.)
• Troubleshooting Hardware and software related issues on Dell Company
• Provided Desktops and Laptops to end users.
• Troubleshooting on Windows XP and Windows 7 for OS related issues.

Project1: Deutsche Bank

• Manage workflow and service request through Client's call ticketing system.
• Communicator, Lotusnotes, configuration/ troubleshooting
• Assigning new Secure ID Tokens upon users request.
• Troubleshooting Secure ID tokens issues
• Shared Drive access and mapping
• CITRIX installation, configuration, troubleshooting
• VMWARE – restarting virtual machine from the backend though Vsphere tool.
• Software installation, configuration, and troubleshooting for end users
• Hardware and Software upgrades.
• Performance of IT support duties as defined by the appropriate team lead
• Network printer, Scanner, installation/configuration
• High level of customer focus and strong customer support commitment
• Working knowledge of remote access: Remote Desktop
• Working knowledge of troubleshooting ticketing systems such as Remedy
• Identifying, diagnosing, and resolving the level one issues in computer hardware and software.

Project2: Acronis True Image

• Provide comprehensive backup and recovery solutions for both physical and virtual environments, Windows and Linux servers.
• Interacted with other support groups and vendors to provide seamless support to Customers
• Undertaking analysis, diagnosis and resolution of client problems via phone and email.
• Working knowledge of remote access: Remote Desktop
• Working knowledge of troubleshooting ticketing systems such as Remedy
• Quickly responding to customer enquiries and concerns.

• Work role as System Engineer for Publicis group south location.
• Sending reports to reporting manager.
• Attending Tele-conference with reporting manager every week.
• Attending user calls based on ticket system using Service Now.
• Remotely managing different location servers (AD, DHCP, SEP manager).
• Installing and configuring desktops Laptops and Servers.
• Lotus notes client support.
• Installing network printer and various client applications.
• Coordinating with vendors for various supports.
• Project: Mail client migration to Lotus notes from MS outlook.