SANTOSH. HEMCHANDRA. RAO

Synopsis BCA Graduate with 11 Years of total experience Relevant Experience as Desktop support Engineer 9 years. Career objectives To work in a challenging and competitive working environment to fully utilize my interpersonal and academic skills to pursue a challenging and rewarding career Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.

• Roles and Responsibility in my previous organization Provided desk-side support for laptop and desktop users Tiers 2 and 3 end user support for 3000 corporate users. Install, configure, and troubleshoot windows server domain. Consistently provide remote support, manage numerous technical queries for client needs, and try to resolve on time within the SLA breached. Resolved customer concerns in a positive and helpful manner. Provided troubleshooting related to Hardware and Software. Provided real time support to users and closed the request within SLA hours Office 365 Issues like One drive for business data Sync issue Issues fixed Skype for Business Audio and Videos. Screen sharing features Trouble shooting & configuration of network printer & local printer. Installation Antivirus Corporate Edition (Symantec, McAfee ) Coordinated with third party vendors for hardware and transportation Install and support PC, laptop, tablet and mobile hardware and software. Creating, managing user & computer OU in active directory. Managing windows server infrastructure with Physical &Virtually. Configuring and monitoring the health of Active Directory and Servers. Troubleshooting the servers problems , Authentication, Permission and Group Policies Operating System reimage , OS upgradation Dealing with access problems, diagnosing and troubleshooting all incidents related to Windows. Worked on ticketing system using BMC remedy tool 8.1 version Work on Internal/ external escalation matrix for customers/ vendors for Incident Management. Managed and given support over 3000 + Assets Desktops and Laptops ( Dell , Lenevo,HP,MS Surface Pro , Dell Precision workstation ) Online Data backup and patch updates Types of Utility like Remote Desktop with Terminal services, VPN, and NetMeeting. Maintaining & Troubleshooting Configure and maintain Domain server with Active Directory Manage inventory and maintenance of hardware for assigned accounts Stock audit updated on monthly basis stock receiving till asset disposal to vendor taken care Able to Handle 20 + Calls in previous organization End user Support Installation and configuration of WI-FI data card Provided access to the shared folder to the user Meeting room supported as per the users book the video conferencing room Installation software like SAP GUI 7.30 version SQL server 2008 & Visual Studio 2008,2010,2012 Resolved Various kind of Log in issues like Trust relationship error , No logon server Resolved Account Lockout issues and password reset from Active directory