Rameshwar Gajmal
Summary
Enthusiastic and detail-oriented Desktop Support Engineer with over 4 years of experience providing exceptional technical support to end-users. Expert in diagnosing and resolving hardware and software issues quickly, ensuring minimal downtime and maximum productivity. Proven success in utilizing ServiceNow for efficient incident management, consistently meeting SLAs and enhancing customer satisfaction. Passionate about solving problems, improving system performance, and delivering seamless IT support, with strong skills in troubleshooting, network connectivity, hardware maintenance, and user support .
Overview
7
7
years of professional experience
Work History
IT Operations Analyst
Accenture Solutions Pvt. Ltd, Pune.
04.2022 - Current
- Incident Management with ServiceNow : Utilized ServiceNow ticketing tool to log, manage, and resolve incidents and service requests in a timely manner, ensuring all tickets were updated with clear documentation.
- Technical Support and Troubleshooting : Provide end-user support for desktops, laptops, and peripheral devices.
- System Installation and Configuration : Install and configure desktops, laptops, and software applications.
- Software Management and Updates : Ensure the operating system and software applications are up to date.
- Network Connectivity and Access : Provide support for network-related issues such as VPNs, Wi-Fi, and wired connections.
- Security and Data Protection : Ensure systems are protected by maintaining up-to-date antivirus software.
- Documentation and Reporting : Maintain detailed records of all support requests and resolutions.
- Hardware Repairs and Maintenance : Perform routine maintenance and diagnostics on hardware to prevent failures.
- Collaboration with IT Asset Teams : Work with Asset IT team to the new joiner's enablement .
- On-site and Remote Support : Provide both on-site and remote technical support as required.
- Compliance and Best Practices : Ensure compliance with internal policies and external regulations regarding IT infrastructure .
Desktop Management
Destar Consulting Private Limited
01.2021 - 04.2022
- Ticket Management : Responded to and prioritized service requests and incidents based on severity, following ITIL best practices.
- Issue Resolution : Resolved desktop, laptop, and peripheral issues; escalated complex problems to senior staff and kept users updated on progress.
- Tracking & Reporting : Monitored ticket status and resolution times, ensuring SLAs for incident response and resolution were met.
- Data Center Checklist : Managed daily and weekly data center checklists to ensure smooth operations.
- NAS Report : Generated and shared daily NAS reports to monitor port security.
- Support for SMs and MDs : Provided on-demand technical support for Senior Managers and Managing Directors.
- Software Installation & Troubleshooting : Installed software and resolved internet and software-related issues.
- Boardroom Equipment Maintenance : Ensured all boardroom IT equipment was operational to prevent downtime during client visits.
Quality Supervisor
Badve Engineering Limited, Pune.
10.2017 - 01.2021
- Quality Assurance: - ensuring all components meet the required specifications and safety standards.
- Customer Complaints and Issue Resolution : - Handle customer complaints regarding the quality of product, investigating root cause of issues.
- Customer Communication and Feedback : Serve as the primary point of contact for customers regarding quality-related concerns and ensure clear, professional communication.
- Collaboration with Production and Engineering Teams : Collaborate with production and engineering teams to ensure that customer quality requirements are incorporated into design and manufacturing processes.
Education
Bachelor of Engineering -
Amravati University.
Pusad, Maharashtra.01-2017
Skills
- Application support
- Incident management
- Scripting languages
- Operating systems
- Customer support
- Network troubleshooting
- IT asset management
- System monitoring
- Hardware troubleshooting
Timeline
IT Operations Analyst
Accenture Solutions Pvt. Ltd, Pune.
04.2022 - Current
Desktop Management
Destar Consulting Private Limited
01.2021 - 04.2022
Quality Supervisor
Badve Engineering Limited, Pune.
10.2017 - 01.2021
Bachelor of Engineering -
Amravati University.
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