Tejesh Naramsetti

Ø Logging all relevant incident/service request details, allocating categorization and prioritization codes

Ø Providing first-line investigation and diagnosis through all channels (telephony, email and chat)

Ø Handling customer calls on priority and maintaining SLA in closing the tickets.

Ø Troubleshoot and resolve end-user IT, Tools, Network and connectivity, software related problems, including all issues which fall under the scope of support for Service Desk.

Ø Experience of working in a Windows/Citrix/VMWare/Active Directory and Applications service support role.

Ø Experience on basic issues around IT infrastructure (such as password resets, printer configurations, OS issues, break/fix instructions)

Ø Ability to reset and manage user passwords in AD is important for responding to password-related issues.

Ø Work closely with internal support groups and external service providers to identify, resolve or coordinate the resolution of Desktop, Laptop, software problems, and issues.

Ø Troubleshoot hardware and software issues related to internal IT & Escalated to 2nd level support if needed.

Ø Knowledge and Configuring of VPN for Users.

Ø Having experience with Remote takeover tools (LogMeIn Rescue, Remote Desk)

Ø Routing tickets to different teams as per priority and category.

Ø Hands-on experience with Active Directory, Exchange/Office 365. Proficiency in Microsoft Office Suite (Word, Excel, and PowerPoint).

Ø End to End support of IT infrastructure which includes Desktop, Laptop, Servers, LAN, WAN, Firewall, Switches, Printers.

Ø Experience in working with ServiceNow (user level) & in incident Management, trouble shooting.

Ø Take initiatives and work project pro-actively. Understand the new technology and IT concepts.

Ø Experience in 24x7 support environment

1 Collaborate with other service desk technicians to resolve any application specific issues within a timely manner
2 Take overall responsibility for incident management and request fulfillment on the Service Desk.
3 Modify and troubleshoot all user windows accounts and Outlook distribution list using Microsoft Active Directory.
4 Provide VPN and Wireless desktop connectivity troubleshooting and configuration.
5 Installed software/hardware; reset passwords for multiple systems including phone systems; setup communications connections via VPN
6 Escalate High Priority issues accordingly by collaborating with Administrators, Engineers, Incident Management and Service Delivery Managers.
7 Served as ITSM after-hours incident manager and maintained responsibility for ensuring proper incident management procedures were followed.
8 Utilized Remote Desktop software for troubleshooting and assistance in expediting solutions for end users.