SATYAM KUMAR
Bangalore
Summary
Experienced Desktop Support Engineer with a proven track record at CMS IT Services, adept at resolving over 50 IT support requests daily via ServiceNow, improving response time by 20%. Proficient in managing Windows and Windows Server environments, configuring and troubleshooting Active Directory, DNS, DHCP, and Group Policy. Skilled in IT asset management, virus prevention, remote support, and software configuration. Demonstrated expertise in MS Office applications support and network troubleshooting. Committed to enhancing system efficiency and security compliance while delivering exceptional customer service. Career goal: To leverage technical skills and experience to drive operational excellence in a dynamic IT environment.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Desktop Support Engineer
CMS IT Services
Bengaluru
06.2025 - Current
- Provided technical support for hardware and software issues, improving user satisfaction and minimizing disruption.
- Installed and configured desktop applications and operating systems for users.
- Troubleshot network connectivity problems, efficiently resolving access issues.
- Assisted with setup of new workstations and peripheral devices to streamline operations.
- Monitored system performance and conducted preventive maintenance, proactively reducing downtime and enhancing system reliability.
- Documented support requests and solutions in ticketing system, ensuring accurate tracking and facilitating future troubleshooting.
- Collaborated with IT team members to improve support processes through knowledge sharing.
- Maintained inventory of hardware components and supported procurement tasks.
Desktop Support Engineer
Supernova Construction Pvt Ltd
03.2024 - 04.2025
- Managed 100+ Windows 10/11 and Windows Server 2019/2022 machines, ensuring system stability and security in a domain environment.
- Resolved over 50 IT support requests daily via ServiceNow, improving response time by 20% in alignment with ITIL best practices.
- Troubleshoot and resolve hardware, software, and network issues for end users.
- Remotely administered end user issues using MSTSC, RDP, and AnyDesk.
- Configured and troubleshot Active Directory (ADUC), DNS, DHCP, Group Policy, and domain joining issues, reducing recurring incidents by 15%.
- Diagnosed and resolved Group Policy (GPO), user account lockouts, trust relationship failures, and domain infrastructure issues.
- Installed, configured, and supported MS Outlook 2019/2021, Office 365, and resolved mail client issues for end users.
- Managed IT assets by documenting hardware and software inventory to ensure accurate tracking.
- Conducted weekly inspections of PCs and laptops to proactively identify and address virus-related issues, enhancing overall system performance.
- Performed Windows Patch Management and deployed security updates, ensuring 99% system compliance.
- Configured and troubleshot antivirus issues by updating patches in Symantec Endpoint Management server, and resolving endpoint security concerns.
- Configured network printers and resolved printing issues to ensure smooth operation.
- Provided remote assistance through desktop-sharing software to resolve issues for off-site users.
- Installed, configured, and updated software applications to maintain system efficiency.
- Resolved service user requests within target timeframes, ensuring timely support and user satisfaction.
Education
B.Tech - Computer Science and Engineering
Lovely Professional University
Jalandhar, Punjab06-2021
Diploma - Computer Science Engineering
Lovely Professional University
Jalandhar, Punjab06-2018
Matriculation -
Chapra Central School
Chapra, Bihar03-2015
Skills
- Technical support and troubleshooting
- Remote support and desktop assistance
- Ticketing system proficiency
- Customer issue resolution
- Technical issue resolution
- Windows operating system management
- Hardware diagnostics and repair
- Hardware installation and upgrades
- Printer and peripheral support
- MS Office applications support
- Windows patch management and updates
- Virus prevention strategies
- Network administration
- Network connectivity solutions
- Active Directory management
- IT asset management and documentation
- System administration and performance monitoring
- Incident management
- Tech adaptability
- Software installation
Certification
• Computer Networking certified
• Client OS Administration and Support certified
• Virtualization certified
• Server Administration certified
• System Hardware certified
• Information Technology Infrastructure Library certified
• Client OS Administration and Support certified
• Virtualization certified
• Server Administration certified
• System Hardware certified
• Information Technology Infrastructure Library certified
Languages
- English
- Hindi
Timeline
Desktop Support Engineer
CMS IT Services
06.2025 - Current
Desktop Support Engineer
Supernova Construction Pvt Ltd
03.2024 - 04.2025
B.Tech - Computer Science and Engineering
Lovely Professional University
Diploma - Computer Science Engineering
Lovely Professional University
Matriculation -
Chapra Central School