Sathish Kumar M
Chennai,TN
Summary
To work with an organization that gives me scope to update my knowledge and skills using the latest technologies and to be a part of team that dynamically works towards the progressive growth of organization.
Customer-focused Technical Support Engineer with more than 4 years of success in a variety of computer operating systems, applications and hardware. Analytical and adapt at resolving complex network issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards.
Overview
9
9
years of professional experience
Work History
Senior Analyst
Sify Technologies
04.2020 - Current
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Improved company efficiency with the development of key performance indicators and tracking metrics.
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
TECHNICAL SUPPORT ENGINEER
CMS IT SERVICES LTD
10.2018 - 03.2020
- User account administration, i.e., account creation and management and password resets on Active Directory
- To provide remote end-user helpdesk support to clients
- Providing VIP customer support in all aspects and providing resolution with in the TAT time
- Configuration and managing MS office products ( O365, 2016 and 2013)
- Providing support for VPN configuration and troubleshooting
- Providing L2 and L3 support to critical issues
- Handling networking troubleshoots and dot1x configuration on system level as well as from network switches
- Handling escalation calls on priority basis
- Mailbox permission delegation, DL creation and modification depends upon Users requirement
- Mail actions to escalated tickets and provide solution within the compromised time
- Sophos server console management ( creating & deleting certificates, owner mapping to approved hostnames)
- Sophos encryption and decryption of hard disk data through client console
- Configuring and troubleshooting all types of network printers and DD as well as passbook printers with their alignment settings
- Generating call pending and closure reports and sharing with customers with proper call updates
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
TECHNICAL SUPPORT ENGINEER
WIPRO INFOTECH
02.2016 - 09.2018
- To provide remote end-user helpdesk support to clients
- To work with vendor support contacts to resolve technical issues within the desktop environment Exchange 2007
- User account administration, i.e., account creation and management and password resets on Active Directory
- Familiarize end users on basic software, hardware and peripheral device operation
- Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
- To provide user data and application recovery
- Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Administrator
- Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
- Have to ensure that supported customer accurately completes the approved work request with the date and time of submission
- Work progress is based on Ticket logging system
- We have a response and resolution time to rectify the issue on time
- Handling escalation calls on priority basis
- Remote tools net meeting, MSRA, Net Meeting, SCCM, Remote desktop connection
- Dealing domain joining within the organization and SOPOS safeguard tools for client data security purpose
- Knowledge in installation, configuration and management of windows server 2008/2012
- Managing users and group management in active directory
- Managing GPO through group policy management console
- Mailbox permission delegation, DL creation and modification depends upon Users requirement
Education
BE - ECE
Chennai Institute of Technology
01.2014
HSC -
Arignar Anna Govt. Hr. Sec School
01.2010
SSLC -
Arignar Anna Govt. Hr. Sec School
01.2008
Skills
- Windows Win7/Win 8/10
- TCP/IP configuration
- MS Office 2013/16
- VPN configuration
- Safe-guard configuration
- AD Administration
- Client relationship management
- Data analysis
- Performance monitoring
- Report preparation
Languages
English
Tamil
Courses Completed
- MCSA – WINDOWS SERVER 2012 R2, 2017
- HARDWARE AND NETWORKING (A+, N+), 2014
- EMBEDDED SYSTEMS, 2013
Disclaimer
I hereby declare that the above furnished details are correct and true to the best of my knowledge and belief.
Personal Information
- Total Experience: Customer-focused Technical Support Engineer with more than 4 years of success in a variety of computer operating systems, applications and hardware. Analytical and adapt at resolving complex network issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards.
- Date of Birth: 04/26/93
- Nationality: Indian
- Religion: Hindu
Timeline
Senior Analyst
Sify Technologies
04.2020 - Current
TECHNICAL SUPPORT ENGINEER
CMS IT SERVICES LTD
10.2018 - 03.2020
TECHNICAL SUPPORT ENGINEER
WIPRO INFOTECH
02.2016 - 09.2018
HSC -
Arignar Anna Govt. Hr. Sec School
SSLC -
Arignar Anna Govt. Hr. Sec School
BE - ECE
Chennai Institute of Technology
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