Ramesh Pandey
Technical Support Engineer L2
Mumbai
Summary
Technical support professional with robust background in resolving technical issues and enhancing user satisfaction. Known for effective troubleshooting and problem-solving skills, consistently ensuring smooth system functionality. Highly collaborative team member focused on achieving results and adapting to evolving needs, with strong communication and technical skills.
Overview
3
3
Languages
1
1
Certificate
13
13
years of professional experience
Work History
Technical Support Engineer L2
Cex Webuy Entertainment
07.2025 - 02.2026
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provide telephone, email, chat, remote, and on-site technical support to Cex staff.
- Administration of Microsoft Windows, anti-virus, servers, networks, and more.
- Diagnose and troubleshoot hardware and software issues.
- Document troubleshooting procedures.
- Servers, Database, Active Directory, AWS / Google Cloud Platform.
- Escalate cases to the relevant department when required.
- Monitoring the queue of escalated incidents.
- Willing to work on call, overtime, when required.
- Maintain the smooth running of shops from an IT standpoint.
- Ensure that you provide quality services to the end user and maintain quality standards for the IT services provided.
L2 SUPPORT ENGINEER
GK HR CONSULTING CLIENT MOET HENNESSY INDIA
03.2024 - 06.2025
- Handling and supporting MUMBAI and NASHIK location alone and visiting NASHIK in a week for client support.
- Provided technical support to end users for various desktop applications and hardware components, including printers, scanners, Phones, and other peripherals.
- Created detailed reports regarding desktop support incidents for management review.
- Deleted user ID for all new/existing employees and contractors on Active Directory Server.
- Created user accounts on Active Directory domain controllers for employees and resetting the AD password.
- Logging tickets in SERVICENOW ticketing tool for queries.
- Handling and MUMBAI and NASHIK location alone and visiting NASHIK in a week for client support.
- Maintained an inventory of all IT assets within the organization.
- Attending and reporting a weekly meeting with Team lead and manager about the weekly update.
- Coordinating with Singapore team about for maintain network and server.
- Creating vendor onboarding process to purchase the new hardware devices and creating GR in Jira portal.
SERVICE DESK ENGINEER
IDC TECHNOLOGIES / TCS
10.2022 - 10.2023
- Providing global remote support.
- Responded promptly to all inquiries from customers via phone, email, or chat channels.
- Performed system administration tasks such as user account management, pathing, antivirus updates and backup maintenance.
- Troubleshoot software, network, and applications issues remotely.
- Logging tickets in BMC ticketing tool for queries received on call and assigning to concern team as per the issue.
- Created user accounts on Active Directory domain controllers for employees and resetting the AD password.
- Deleted user ID for all new/existing employees and contractors on Active Directory Server.
SERVICE DESK ENGINEER
ALLIED DIGITAL CLIENT ACCENTURE INDIA
09.2020 - 09.2022
- Responded promptly to all inquiries from customers via phone, email, or chat channels.
- Performed system administration tasks such as user account management, patching, antivirus updates and backup maintenance.
- Troubleshoot hardware, software, network, and applications issues remotely.
- Providing global remote support.
- Logging tickets in ServiceNow ticketing tool for queries received and assigning to concern team as per the issue.
- Handling ticket assignments. Assigning out-of-scope tickets directly to appropriate queue.
- Working on in-scope tickets, escalating to next level team for further support.
SENIOR DESKTOP SUPPORT ENGINEER
PROGRESSIVE INFOVISION CLIENT IDFC FIRST BANK
02.2019 - 03.2020
- Handling VIP user calls visiting to user desk and resolving issues.
- Diagnosed problems on both physical and virtual desktops running Windows and Mac.
- Resolved complex user issues related to operating systems, networking, hardware installation and maintenance.
- Provided technical support to end users for various desktop applications and hardware components, including printers, scanners, and other peripherals.
- Installed patches, services packs, and other critical updates on workstations regularly.
- Configured network settings and installed software updates on company workstations.
- Created user accounts on Active Directory domain controllers for employees.
- Troubleshoot system errors related to Windows OS, Office suite and other proprietary software programs.
- Managed remote access solution such as VPNs for secure connection over public networks.
- Diagnosed network problems by running ping tests and traceroutes to isolate the source of the issue.
DESKTOP SUPPORT ENGINEER
CMS INFO SYSTEM CLIENT TAJ LANDS END HOTEL
07.2015 - 01.2019
- Installed new computers and configured peripherals according to company requirements.
- Monitored server health metrics such as disk utilization, memory usage.
- Set up user accounts with appropriate access rights to network resources.
- Provided remote and onsite technical support for Windows 7,8 and 10 operating systems in corporate environment.
- Configured, maintained, and troubleshoot hardware components such as Laptops/Desktops, Printers and Scanners.
- Created detailed reports regarding desktop support incidents for management review.
- Assisted users in resolving various application errors using diagnostic tool and techniques.
- Trained new employees on basic computer operations such as logging into their accounts or setting up email clients.
- Utilized Active Directory services for user account administration tasks.
- Diagnosed and resolved hardware problems related to system malfunctions.
- Ensured compliance with industry standards when it comes to data security practices.
- Resolving customer issues involving Microsoft Office applications including O365, Outlook, Work and Excel.
- Maintained an inventory of all IT assets within the organization.
- Provided technical assistance with regards to software installation processes and procedures.
- Performed software installation, upgrades, and maintenance of antivirus programs.
- Troubleshoot network connectivity issues via LAN connections.
- Diagnosed network problems by running ping tests and traceroutes to isolate the source of the issue.
- Referred major hardware and software problems and defective products to vendors and technicians for service.
CUSTOMER SUPPORT / HARDWARE ENGINEER
MICROART
11.2014 - 04.2015
- Worked as a Hardware (Field) engineer for multiple clients & customers.
- Visiting 3-4 customers in a day based as different geographical location in Mumbai & Navi Mumbai.
- Communicating with user & understanding their pain point.
- Providing first level troubleshooting on-site for any desktop-laptop hardware & windows related issues.
- Taking faulty parts to the office for repair / replacement.
- Repair corrupted windows through pen drives, reinstall windows whenever required.
- Installation of basic & standard application.
- Installation of antivirus, active / renewal of license.
DESKTOP SUPPORT ENGINEER
EMBEE SOFTWARE CLIENT HDFC BANK
01.2014 - 04.2014
- Configured and installed hardware components such as PCs, Laptop, Printers, and other peripherals.
- Performed system updates, upgrades, and maintenance tasks on Windows based system.
- Collaborated with 3rd party vendors regarding procurement of hardware and software product required by the organization.
- Managed user accounts using Active Directory services for authentication and authorization.
- Resolved network connectivity issues for local area networks and wide area networks.
- Installed operating systems such as Microsoft windows 7, Linux distributions.
- Assisted with server installation, configuration and maintenance of Windows Server 2008,2012,2016.
- Implemented best practices for security measures such as patch management, antivirus protection.
- Diagnosed hardware and software problems, performed troubleshooting steps to resolve issues.
- Referred major hardware and software problems and defective products to vendors and technicians for service.
CUSTOMER SUPPORT ENGINEER
DIGITECK SYSTEMS
10.2012 - 01.2014
- Provided on-site support for various clients in different location.
- Assembled, tested, debugged, repaired, upgraded, and modified computer components.
- Installed, configured, and maintained hardware systems and peripherals.
- Performed diagnostic tests on hardware components to identify malfunctions or faults.
- Troubleshoot technical issues related to hardware equipment.
Education
Bachelor of Arts (B.A) - U.P Board
Dr. Ram Manohar Lohia Avadh University
08-2010
Skills
Technical Knowledge
Activ Directory
Microsoft Web Base Portal
Software Centre Configuration Manager
CMD, MS Teams, Company Portal
O365
Certification
HARDWARE & NETWORKING FROM JETKING - MUMBAI
Interests
Listening Music / Internet Surfing
Timeline
Technical Support Engineer L2
Cex Webuy Entertainment
07.2025 - 02.2026
L2 SUPPORT ENGINEER
GK HR CONSULTING CLIENT MOET HENNESSY INDIA
03.2024 - 06.2025
SERVICE DESK ENGINEER
IDC TECHNOLOGIES / TCS
10.2022 - 10.2023
SERVICE DESK ENGINEER
ALLIED DIGITAL CLIENT ACCENTURE INDIA
09.2020 - 09.2022
SENIOR DESKTOP SUPPORT ENGINEER
PROGRESSIVE INFOVISION CLIENT IDFC FIRST BANK
02.2019 - 03.2020
DESKTOP SUPPORT ENGINEER
CMS INFO SYSTEM CLIENT TAJ LANDS END HOTEL
07.2015 - 01.2019
CUSTOMER SUPPORT / HARDWARE ENGINEER
MICROART
11.2014 - 04.2015
DESKTOP SUPPORT ENGINEER
EMBEE SOFTWARE CLIENT HDFC BANK
01.2014 - 04.2014
CUSTOMER SUPPORT ENGINEER
DIGITECK SYSTEMS
10.2012 - 01.2014
Bachelor of Arts (B.A) - U.P Board
Dr. Ram Manohar Lohia Avadh University
LANGUAGES
English Native
Hindi Native
Marathi Native