Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

RAJA HARI

Summary

Customer support engineer with extensive experience at Georgetown University in active directory administration and hardware troubleshooting. Demonstrated ability to resolve complex technical issues while enhancing customer satisfaction through effective communication. Committed to delivering high-quality support and optimizing end-user experiences.

Overview

1
1
Certification
13
13
years of professional experience

Work History

User Support Specialist

Midis Group
Georgetown University
08.2023 - 12.2025
  • Perform all tier-one support for hardware and software of faculty, students, and staff.
  • Active Directory Support & Administration (User Provisions, Group Policy & Permissions)
  • Fulfilled end-user IT requests for software installations, configurations, hardware relocations, and other business needs.
  • Diagnosed and repaired desktop, laptop, and printer issues, resolving operating system failures and network connectivity problems.
  • Investigated, resolved, and closed user-reported PC problems and application issues through ticketing system.
  • Set up equipment for new hires and re-imaged devices for existing employees.
  • Deploying Windows 11 using KACE deployment system and Enroll Mac OS users in Jamf systems
  • Provided IT support for Georgetown University

L2 – Mac Support Engineer

Team Computers Pvt. Ltd.
Chennai
09.2022 - 05.2023
  • Provided technical support for IBM and Zoho users, troubleshooting issues and guiding users through effective solutions.
  • Resolved all customer questions within a specified timeframe and assisted customers with equipment installations.
  • Evaluated improvement operations, ensured resource availability, coordinated with customers on outage schedules, recommended repair work, and ensured compliance with timeframes.
  • Performed regular evaluations on observance trends, prepared preventative maintenance for all parts, and coordinated with customers across operational groups.

Customer Support Engineer

Redington Qatar
10.2021 - 08.2022
  • Assisted customers in diagnosing technical and service issues, providing effective resolutions to enhance customer satisfaction.
  • Maintained SLA compliance for vendors and customers, ensuring timely responses and solutions to inquiries.
  • Knowledge on replication technologies and Ability to make effective decisions dealing with product and customer issues.
  • Exhibited positive attitude towards customers and colleagues, contributing to a collaborative team environment and facilitating effective communication.

Senior Technical Support Engineer

Ample Technologies Pvt. Ltd.
12.2018 - 08.2021
  • Troubleshot and resolved escalated issues from customers and other departments, achieving a high success rate.
  • Resolved customer complaints and concerns regarding IOS devices, utilizing strong verbal and negotiation skills to enhance customer satisfaction.
  • Performed diagnostic tests and repaired malfunctioning hardware and software.
  • Collaborated with team members to deliver exceptional service to customers.
  • Developed expertise in MAC system configuration technology through hands-on experience.

Customer Support Engineer

Future Electro Tech Qatar
08.2016 - 09.2018
  • Diagnosed and resolved operating system, hardware, and software issues for Supreme Education Council Qatar (Ministry of Education and Higher Education) laptops and desktops, enhancing user satisfaction.
  • Researched client issues promptly and followed up with tailored recommendations and action plans, improving resolution rates.
  • Provide root cause analysis for customer's storage appliance failure.
  • Recommended configuration changes and system additions that significantly improved system performance.

Technical Assistant

Redington Qatar
01.2013 - 03.2016
  • Contributed to weekly team meetings by asking questions and providing input on case backlog and new departmental processes.
  • Collaborated with senior system engineers to develop technical skills as a Technical Support Engineer, learning processes for escalating cases and managing handovers to specific verticals.
  • Applied technical experience to engage with day-to-day technology team operations, supporting schedule adherence and problem resolution.

Education

Bachelor of Science - Information System Management

The New College Chennai
05-2012

Skills

  • Active directory administration
  • Windows deployment
  • Software configuration
  • Technical support
  • Troubleshooting
  • Incident resolution
  • iOS troubleshooting
  • Hardware troubleshooting
  • Network diagnostics
  • Remote support
  • End-user support
  • Customer service
  • Problem-solving
  • Multitasking
  • Relationship management

Certification

  • ACMT (Apple Certified Mac Technician)
  • ACIT (Apple Certified IOS Technician)
  • Dell Certified Engineer
  • HP Certified Engineer
  • MCSA Certified (Global)
  • Microsoft Azure Fundamentals (AZ – 900)

Languages

  • English
  • Tamil
  • Malayalam

Timeline

User Support Specialist

Midis Group
08.2023 - 12.2025

L2 – Mac Support Engineer

Team Computers Pvt. Ltd.
09.2022 - 05.2023

Customer Support Engineer

Redington Qatar
10.2021 - 08.2022

Senior Technical Support Engineer

Ample Technologies Pvt. Ltd.
12.2018 - 08.2021

Customer Support Engineer

Future Electro Tech Qatar
08.2016 - 09.2018

Technical Assistant

Redington Qatar
01.2013 - 03.2016

Bachelor of Science - Information System Management

The New College Chennai

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