Rakesh S
IT System Engineer (L1 & L2)
Bengaluru
Summary
My objective is to work for a company with commitment, delivering the best of my skills and growing with the company that recognizes my talent by offering me a new avenue of growth in the latest trends. Ability to learn & develop using new technologies quickly. Excellent communication and interpersonal skills Team players, Quick learner and self-motivated, who values opportunities for self-development and improvement, with excellent work ethics along with good communication and Interpersonal Skills. Good Communication, Presentation and interpersonal skills are an added advantage along with the sound technical knowledge.
Overview
4
4
years of professional experience
3
3
Certifications
Work History
IT System Engineer (L1/L2)
Zedra India Pvt Ltd
02.2023 - Current
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
- Provided expert support for end-users, ensuring optimal system performance and user satisfaction.
- Conducted rigorous testing of new systems prior to deployment, identifying potential issues and mitigating risks accordingly.
- Optimized resource allocation by effectively managing load balancing within Citrix environment, ensuring balanced distribution of workloads across available resources.
- Administer and manage Citrix Xen App/Xen Desktop environments to ensure high availability and optimal performance.
- Perform system upgrades, patch management, and application deployment in Citrix environments.
- Troubleshoot and resolve complex technical issues related to Citrix infrastructure.
- Collaborate with IT teams to design and implement disaster recovery solutions.
- Maintained high availability of critical systems through proactive monitoring and timely resolution of potential issues in Citrix ecosystem.
- Reduced downtime by proactively monitoring and troubleshooting Citrix issues, ensuring minimal impact on endusers.
- Enabled seamless migration between platforms with minimal disruption to users by expertly handling version upgrades of various components within the Citrix suite.
- Manage and configure Microsoft Intune for device and application management across the organization.
- Develop and implement Intune policies and configurations for Windows, iOS, and Android devices.
- Troubleshoot and resolve Intune-related issues, ensuring minimal disruption to end-users.
- Monitor device health and security compliance using Intune reporting tools.
- Monthly Device Compliance Audit.
- Conduct training sessions and provide technical support for end-users and IT staff.
- Manage and configure Cisco Meraki devices including MR (wireless), MS (switching), MX (security & SD-WAN), and MV (security cameras).
- Perform network monitoring, troubleshooting, and performance optimization using Meraki Dashboard.
- Collaborate with IT teams to design and deploy scalable and resilient network solutions.
- Conduct regular network audits, firmware upgrades, and vulnerability assessments.
- Provide technical support and training to end-users and IT staff on Meraki systems and best practices.
- Perform network and security monitoring, troubleshooting, and performance optimization using Zscaler Dashboard and analytics tools.
- Collaborate with IT and security teams to design and deploy scalable and resilient zero-trust solutions.
- Conduct regular security audits, policy reviews, and vulnerability assessments to ensure compliance with industry standards.
- Managed a 1,000-user Microsoft Exchange environment, ensuring high availability and performance.
- Led the migration from Exchange 2013 to Exchange 2019, improving system efficiency by 30%.
- Implemented email security protocols, reducing phishing incidents by 40%.
- Implemented and managed Mimecast email security solutions to safeguard company communications.
- Configured and monitored Mimecast policies for spam filtering, malware protection, and email continuity.
- Conducted regular audits and assessments of Mimecast configurations to ensure compliance with industry standards.
- Managed and administered Microsoft Teams platform for users, ensuring smooth collaboration and communication across teams.
- Configured and maintained Teams channels, permissions, and policies according to organizational needs and security guidelines.
- Managed and administered the PaperCut print management system for [number] users, optimizing print workflows and reducing printing costs.
- Configured and maintained PaperCut policies, rules, and quotas to enforce print security and resource usage policies.
- Implemented PaperCut integrations with printers, copiers, and multifunction devices to enable secure print release and tracking.
- Conducted regular audits and assessments of PaperCut usage and performance, analyzing data to identify cost-saving opportunities and efficiency improvements.
- Managed and administered the Print X print management system for [number] users, optimizing print workflows and reducing printing costs.
- Configured and maintained Print X policies, rules, and quotas to enforce print security and resource usage policies.
- Implemented Print X integrations with printers, copiers, and multifunction devices to enable secure print release and tracking.
- Conducted regular audits and assessments of Print X usage and performance, analyzing data to identify cost-saving opportunities and efficiency improvements.
Senior Associate (L2 Support Specialist)
INTERTRUST GROUP
02.2021 - 12.2023
- Providing technical assistance to all internal users & clients
- Queue manager and Technical Lead managing APEA, EMEA, India & AMEC queue
- Managing End - End of ITSM tool - Fresh Service
- Leading CXO support Group: Support all Region MD's and VP's
- Supporting endpoint management using Intune
- SLA adherence based on Jurisdiction Agreement
- Overseeing all Ticket backlogs for permanent solutions
- Conducting training & workshops for unresolved cases & new application support to all the new engineers
- Contributing to Knowledge Management (KMDB).
Senior Technical Process Specialist
Infosys BPM Ltd
- Providing support to clients with Technical queries about product services, technical issues for Cisco WebEx and Jabber applications all over the globe
- For Premium Users Providing support on Outlook issues which is integrated with Cisco WebEx application
- Assistance via 'Remote Access' through WebEx application on client's system to resolve the reported issue if required for quick assistance
- Installing software and application on client's computer by taking remote control through WebEx application Analysing the issue and collecting required logs to elevate the issue
- Ensuring positive customer experience by proactively managing and growing customer relationships
- Troubleshoot issues with Browsers (IE, Chrome, Firefox) Troubleshooting Issues with End point devices which is registered on Cloud
- Troubleshooting on API, basic Networking Issues, Configuration of Cisco Active directory
- Helping clients in signing up for new account Taking initiatives & ownership to solve the issues within the approved SLA.
Technical Support Associate II
CONVERYS INDIA PYT LTD
- Worked as a Tier 1 handling Windows and office products download, installation and activation
- Supported Tier 2 and handled Windows BSOD, No Boot, Printers issues, Black screen issues and Windows 10 application issues etc
- Advance troubleshooting in Windows servers
- Handled MS clients to set up active directory for Windows server 2000
- Supported basic Virtualization and Cloud Computing Issues as per case Logs
- Worked as part of Investigation team for Windows server 2000 server data base and networking performance problem
- Worked on Mail Server/MS Exchange server 2010/2007/2003/2000 MS Outlook
- L2 Engineer for Premium support: office 365.
Education
Bachelor of Commerce -
Bangalore University
Bangalore 10.2015 - 05.2017
12Th -
JSS College
Bangalore 01.2010 - 04.2008
10Th -
MES High School
Bangalore 01.2008 - 06.2008
Skills
Technical Skills:
Microsoft Product :
§ Microsoft Windows 2016,2019,2022 Servers deployment from scratch
§ Microsoft Active Directory, DNS, DHCP 2016,2019,2022
Citrix Product:
§ Citrix XenApp & XenDesktop 65, 76 &715
§ Citrix Machine Creation Services(MCS) & Provisioning Services (PVS) with versioning
§ Citrix XenServer 65
Virtualization:
VMware Esxi Server 60 & 65 / Hyper V
FSLogix
SAAS application:
Intune Microsoft end point
Microsoft exchange (Hybrid)
Azure Multi-factor Authentication
Mimecast
Networking:
§ Sdwan (Meraki)
Security:
§ Microsoft 365 Defender
§ Zscaler
§ Bomgar Access and application process
Storage:
§ Durva (one drive and team) Back up
§ Basis knowledge of CommVault
Monitor tool:
§ Grafana
§ PRGT
Service desk tool :
§ Manage engine Service desk
fresh Service
Certification
Azure Administration AZ-104 Global Certification
Accomplishments
- Best CSAT Employee in client relationship and organizing/managing test award.
- Increased number of resolved escalated tickets by over previous year.
- Handling offline tickets for all regions.
- Got Legend award in Convergys for a top performance for consecutive 6 months.
- Taking initiative in creating KB articles for the new issues.
- Received U rock award multiple times.
- Received multiple appreciation from management for managing global TechOps que and maintaining ticket hygiene.
- Received an appreciation email from COO (Chitra Bhaskar) for showing extra effort to decrease Service Desk Backlogs numbers.
Professional Highlights
- Experience in working with Enterprises and Organization to provide technical Support assistance via calls emails and chat.
- Lead Network Operation Center for Proactive Incident Management.
- Managing End - End of Major Incident Management
- Advance troubleshooting of Windows operating systems and Microsoft office product.
- Advance troubleshooting on the shelf Financial Application.
- Understanding of cloud computing and virtualization
Disclaimer
I hear by certify that all the information provided above is true to the best of my knowledge
Timeline
IT System Engineer (L1/L2)
Zedra India Pvt Ltd
02.2023 - Current
Senior Associate (L2 Support Specialist)
INTERTRUST GROUP
02.2021 - 12.2023
Bachelor of Commerce -
Bangalore University
10.2015 - 05.2017
12Th -
JSS College
01.2010 - 04.2008
10Th -
MES High School
01.2008 - 06.2008
Senior Technical Process Specialist
Infosys BPM Ltd
Technical Support Associate II
CONVERYS INDIA PYT LTD
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