Hi, I’m
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
Languages
1
Certificate
13
years of professional experience
Work History
Cex Webuy Entertainment Mumbai
Technical Support Engineer L2
07.2025 - 02.2026
Job overview
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- 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.
GK HR CONSULTING CLIENT MOET HENNESSY INDIAMumbai
L2 Desktop Support Engineer
03.2024 - 06.2025
Job overview
- 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.
IDC TECHNOLOGIES / TCSMumbai
SERVICE DESK ENGINEER
10.2022 - 10.2023
Job overview
- 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.
ALLIED DIGITAL CLIENT ACCENTURE INDIAMumbai
SERVICE DESK ENGINEER
09.2020 - 09.2022
Job overview
- 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.
PROGRESSIVE INFOVISION CLIENT IDFC FIRST BANK
SENIOR DESKTOP SUPPORT ENGINEER
02.2019 - 03.2020
Job overview
- 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.
CMS INFO SYSTEM CLIENT TAJ LANDS END HOTEL
DESKTOP SUPPORT ENGINEER
07.2015 - 01.2019
Job overview
- 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.
MICROART
CUSTOMER SUPPORT / HARDWARE ENGINEER
11.2014 - 04.2015
Job overview
- 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.
EMBEE SOFTWARE CLIENT HDFC BANK
DESKTOP SUPPORT ENGINEER
01.2014 - 04.2014
Job overview
- 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.
DIGITECK SYSTEMS
CUSTOMER SUPPORT ENGINEER
10.2012 - 01.2014
Job overview
- 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
Dr. Ram Manohar Lohia Avadh University
Bachelor of Arts (B.A) from U.P Board
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 Desktop 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
Dr. Ram Manohar Lohia Avadh University
Bachelor of Arts (B.A) from U.P Board
LANGUAGES
English Native
Hindi Native
Marathi Native