Savinay Sharath MR

"Experienced L1 Desktop Support Engineer with 6 years of expertise in providing first-level technical support across desktops, laptops, and peripherals. Proficient in Active Directory, Office 365, Windows OS installation, and ITSM tools such as Servicenow, BMS remedy. Adept at resolving incidents within SLA, ensuring smooth IT operations, and delivering high-quality customer service."

• AZ900
• ITIL

• Provided first-level technical support for end-users via phone, email, and remote access.
• Installed, configured, and maintained desktop systems, laptops, printers, and peripherals.
• Performed basic network troubleshooting(LAN/Wi-Fi connectivity, IP configuration, VPN support).
• Handled OS installation and updates(Windows, macOS, Linux – as applicable).
• Resolved issues related to Microsoft Office, email clients, and business applications.
• Logged, tracked, and closed tickets using ITSM/Helpdesk tools(e.g., ServiceNow, Remedy, Jira).
• Escalated unresolved issues to L2/L3 teamswhile ensuring proper documentation.
• Guided users on best practices, system usage, and basic cybersecurity awareness.
• Ensured timely response and SLA adherencefor all incidents and service requests.
• Supported hardware replacement, patch updates, and antivirus troubleshooting.
• Assisted with inventory management and asset tracking of IT equipment.
• Handling account lockout issues in AD.
• Creating and Managing Users, Groups, and Organizational units such as enabling and disabling user accounts.
• Handling system level applications like pulse secure, citrix, office 365, MFA.
• Servers configuration and decommission.
• Assisted with user account management(password resets, access permissions, email configuration).

• Provided first-level support for macOS systems, including installation, updates, and basic troubleshooting.
• Assisted users with Mac hardware setup (MacBook, iMac, peripherals, and accessories).
• Resolved issues related to Wi-Fi, VPN, and basic network connectivity on macOS devices.
• Supported Apple applications (Mail, Safari, iCloud, Keychain) and Microsoft Office for Mac.
• Assisted with user account management, password resets, and login troubleshooting.
• Configured printers, scanners, and external drives for Mac systems.
• Guided users on macOS best practices, shortcuts, and basic security awareness.
• Logged, tracked, and closed tickets in ITSM tools while escalating complex issues to higher-level support.

• Verify physical connectivity (LAN cable, Wi-Fi enabled, router/switch lights).
• Check IP configuration (using ipconfig on Windows / ifconfig on Mac).
• Test network connectivity with ping (e.g., gateway, DNS, external site).
• Troubleshoot Wi-Fi issues: reconnect, forget and re-add SSID, reset network settings.
• Check DNS resolution (ping domain name vs. IP).
• Assist with VPN login/connectivity issues.
• Reset network adapters or guide users to restart modem/router (if remote/home users).
• Escalate to L2 if related to firewalls, switches, or deeper routing issues.

• English
• Kannada
• Telugu

• Date of Birth: 04/03/1992
• Nationality: Indian
• City: Bengaluru

I hereby declare that the above details furnished by me are true to the best of my knowledge.