Troger Dsouza
IT
Bangalore,Karnataka
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Systems Support Engineer – L2
MIPL Solutions Pvt Ltd
01.2023 - Current
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Installation of MacOS Sonoma, Ventura, Monterey, Big Sur & Windows 10/11.
- Providing IT Policy Training and Assessment for the New Employees joining organization.
- Handling issues related to MFA, Company Portal, Lan and Wifi.
- Handling issues related to iPhone and Android for the MDM enrollment procedure.
- Handling issues related to Microsoft 365 that includes Teams, SharePoint Online, OneDrive, Word, Excel, PowerPoint related issues.
- Handling issues related to applications which are used in the organization.
- Handling issues related to poly conference devices in the meeting room.
- Active Directory Creation/Deletion of the Employee Account.
- User profile configuration.
- Software Assets Management.
- Ticking Tool (Service Now,Keka).
- Configuration & Troubleshooting of Printer
- Providing support for the team events.
System Administrator
EnigmaSoft Technologies Pvt Ltd
08.2021 - 11.2022
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- Installation and Troubleshooting of Centos 8/9,Ubuntu 22.04 and windows OS 7/8/10/11.
- Troubleshooting and Basic Configuration of HP, D-link Switches and Access Points.
- Troubleshooting issues related to Citrix Workspace Application and Microsoft 365 that includes Teams,SharePoint Online,OneDrive,Word,Excel,PowerPoint related issues.
- Attending calls from Employees in departments for any queries/issues related to Laptops,Desktops,Lan and Wifi as well as printer related issues and Polycom Voip phone configuration and troubleshooting.
- Monitoring and Troubleshooting of Citrix VM's related issues
- Providing IT Policy Training and Assessment for New Employees joining organization.
- Provisioned new software and hardware for use, following established security policies.
- Managed user access rights to maintain high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Maintained high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
- Managed onboarding and offboarding of employees.
- Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to end users.
- Worked with users to determine areas of technology in need of improved usability.
- Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
- Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
- Installed and configured network printers and other peripheral devices.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Diagnosed and resolved hardware and software issues.
Support Engineer
Intertouch Pvt Ltd
02.2021 - 08.2021
- Working on a domain network in the organization.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Increased client retention by building trust through excellent communication skills and timely issue resolution.
- Connected to computer of client using remote link to install programs and applications.
- Installed and maintained hardware and computer peripherals to store tangible components.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
Team Leader
Microsense Networks Pvt Ltd
10.2018 - 12.2020
- Basic configuration of HP and Cisco Switches.
- Providing Technical Support Solution to the present guests and the employees in the organization.
- Troubleshooting of network connectivity related issues.
- Basic printer installation and troubleshooting on the guest and employees laptops.
- Crimping of RJ 45 LAN Cables.
- Installation and Troubleshooting of the Windows Operating System and Software related issues.
- Troubleshooting Micros Symphony Systems.
- Built strong relationships with customers through positive attitude and attentive response.
- Worked with team to identify areas of improvement and devised solutions based on findings.
Help Desk Engineer
Mi-Fi Networks Pvt Ltd
03.2017 - 05.2018
- Configuration of different Access Point internal and external.
- Basic Knowledge of router and switch access
- Provide Technical Support solution to present guests.
- Network IP Address Allocation and Basic Troubleshooting.
- Basic Knowledge of VLAN.
- Monitored systems in operation and quickly troubleshot errors.
- Contributed to the creation of a knowledge base, consolidating common solutions for future reference.
- Improved customer satisfaction by quickly and efficiently resolving technical issues.
- Increased productivity, providing end-user support for hardware and software issues.
- Conducted remote troubleshooting sessions for faster resolution of technical problems.
- Installed and maintained hardware and computer peripherals to store tangible components.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Communicated with clients to verify roots and causes of computer problems.
Education
Bachelor of Computer Applications -
Diploma in Electronics & Communication Engg -
High School -
Skills
- Windows 7/8/10/11
- Ubuntu 2204
- Centos 8/9
- Mac OS 12/13
- Microsoft Office 365
- Organizational and Time Management Skills
- Technical skills: Knowledge of Operating Systems, Networking and Virtualization Software
- Ability to Troubleshoot Hardware and Software Issues
- Strong Communication and Customer Service Skills
- Training and Documentation
- User Support
- Technical reporting
- System Troubleshooting
- IT skills
Certification
CCNA, 2016
Languages
English
Hindi
Birthday
03/09/1993
Personal Information
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Disclaimer
I, Troger Dsouza, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.
Timeline
IT Systems Support Engineer – L2 - MIPL Solutions Pvt Ltd
01.2023 - Current
System Administrator - EnigmaSoft Technologies Pvt Ltd
08.2021 - 11.2022
Support Engineer - Intertouch Pvt Ltd
02.2021 - 08.2021
Team Leader - Microsense Networks Pvt Ltd
10.2018 - 12.2020
Help Desk Engineer - Mi-Fi Networks Pvt Ltd
03.2017 - 05.2018
Institute Of Management And Engineering - Bachelor of Computer Applications,
Shree Mahavir Polytechnic - Diploma in Electronics & Communication Engg,
Ucchtar Madhyamik Shiksha Mandal - High School,
CCNA, 2016
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