Upendra C. Koli
Wagholi
Summary
To seek a position as a support engineer / TL utilizing my skills and experiences for the success of a given project.
Bachelor of Science with over 12+ years of experience in Technical Support and documentation. Proficient at managing & leading teams for running successful process-oriented operations and activities, service standards for operational excellence. Experience in managing projects involving setting up Desktop installations and data migration. Experience in providing Remote support to other location users. Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Team Leader (Senior Analyst)
BNY Mellon Technologies India Pvt. Ltd.
Pune
07.2016 - 01.2025
- Working on taking calls and solving problems for clients working at the Bank of New York Mellon in the US with web-based ticketing tools like ServiceNow, Remedy 9, and Live Chat.
- Performing installations of end-user required software on desktop, laptop, and VDS systems using the SCCM utility, as well as manual installations.
- Having knowledge of PowerShell silent installations on end users' systems using an admin ID.
- Handling issues like system performance, Outlook, and pending patch installations.
- Installation and configuration of virtual machines, upgrading virtual hardware like vCPU, vRAM, and vHDD based on user requirements via SCVMM 2012 (System Center Virtual Machine Manager).
- Checking network connectivity for end-user systems that are connected through VPN, ping status, and logs.
- Coordinating with the VMware support team for any major VM/MPD (Modern Published Desktop) issue.
- Deploying applications via the SCCM tool on a VM/VDS.
- Basic knowledge of Active Directory, including Organizational Units and containers, and resetting passwords.
- Working on Exchange calls with MS Office 2016 and Office 365.
- Working on OneDrive, O365 license issues, and taking follow-up with L2/L3 level teams to resolve such issues.
- Sound knowledge of the Mac OS system.
- Knowledge of remote connectivity tools like Citrix Receiver and Pulse Secure, along with the help of remote taking tools like MSTSC, MSRA, and Bomgar.
- Working on the BYOD (Bring Your Own Device) project for the configuration of MS Intune, Blackberry, and Zscaler applications for users; working on ServiceNow tickets; transferring tickets to other teams; assisting users with it; and closing it with proper user confirmation, feedback, and documentation to team leaders and managers.
- Knowledge of applications like Cisco Webex, Symphony, Avaya softphones, etc.
- Troubleshooting related to the internet, Citrix, antivirus software like Symantec and McAfee, and desktop applications like Host Explorer, Nitro, PSS, Cisco Jabber, and Avaya One-X, etc.
- Providing training to new joiners for the BYOD project with Intune and BlackBerry configuration.
- Completed Active Directory training using the company learning portal, UDEMY.
- Efficient in maintaining customer relations.
- Finding out the trend with web/self-service tickets and updating the same to management.
- Learning with the Pluralsight platform provided by the company so that I can learn new courses like AWS, Azure, ITIL, etc.
Team leader
Future Focus Pvt.Ltd.
Pune
11.2015 - 07.2016
- Monitoring issues which engineers are getting while working on tickets and trying to help them
- Assisting Users located at onsite (US and UK users)
- Managing Desktop, laptop, printers and software issues by remotely
- Supporting clients remotely with the help of Remote support tools such as Remote Desktop Connection, Windows Remote assistance, Lync
- Monitoring calls on WFM (workforce management) and aligning engineers to assist on call users
- Monitoring queues for Live chat and WARM calls i.e
- Phone calls
- Managing breaks of engineers
- Support & track customer issues over the phone, Webex
System administrator
Infinite Computers Pvt.Ltd.
Bangalore
04.2014 - 11.2015
- Creating ticket on Remedy Tool
- Assisting Users located at onsite (US and UK users)
- Managing Desktop, laptop, printers and software issues by remotely
- Support for Microsoft applications like outlook and IBM Lotus Notes issues
- Installation of software’s
- Supporting clients remotely with the help of Remote support tools such as Net meeting, Remote Desktop Connection, DAMN ware, Windows Remote assistance, Lync
- Identifying and resolving Computer, Microsoft Office issues Excel, word, add in issues
- Resolved the ticket in Remedy tools
- Check IE issues
- Resolving issues with win 7 and win XP
- Troubleshooting JPASS , Juniper , Citrix issues
- Support & track customer issues over the phone, Webex
- Escalate unresolved ticket to Local support team or concern team
- Troubleshooting JAVA applications issues
Senior Desktop Support Engineer
Shreeji Computers
12.2011 - 04.2014
- Worked on CA tool (ITSD), Acknowledge & resolve the call within SLA
- Active Directory Handling McAfee agent machines, VMware 4.1 tool, Bigfix agent and Altiris agent for installations of different software packages
- Having knowledge of Configuring & Troubleshooting Cisco VoIP 7960, 7961,7962 series
- Handled all desktop related calls, Network Printers, scanners
- Troubleshoot UK applications like CRM, PeopleSoft, RTA, Aspect, etc
- LogMeIn Rescue Tool used for Remote support
- Coordinating with Server, Network team for access related issues
- Taking part of activities like McAfee update, reimage activity VoIP Sipping, Firm ware up gradation, Software implementation
- Reimaging the system though network with the help of Acronis server
- Taking the system into domain & reset the NT id password
- Handled escalated issues
- Handled 30 Engineers team
- Weekly Meet, daily Briefing
- Co ordinate with asset related calls with asset engineer and maintained asset data
- Configuring and maintaining of MS Outlook (2003 & 2007,2010) and MS Office
- OS handling Windows XP, Windows 2007, 2008
- Worked in a team environment
- Whereas our team having strength of total 40 engineers including Supervisors as well as network engineers and Operation managers
- Handled escalated issues of higher management
- Having experience on raising a master Ticket when there will be any outages going on related to any applications
- We are having more than 2900 machines on this site
- All software’s as well as inventory part taken care by FLS team and asset team
- Was responsible for taking training of new joined FLS as well as providing him the site knowledge
- Providing introduction of newly join FLS to client managers and admins
- Responsible of completing the given task in time by FLS
- If anyone fails short of knowledge then a proper guidance will be provided to FLS
- Monitoring the behavior issues from team and providing them feedback in meeting along with supervisor and Operation managers
- Responsible for all type new software’s testing and their impact on the floor
- Responsible for all roll over plan of software’s and firmware up gradation of CISCO VoIP phones as well as machines
- Handling a common mailbox where we can receive mails from UK and Ireland perspective
- Completed migration of 800 XP OS machines to win 7 64 bit
Desktop Support Engineer
Impact InfoTech Pvt. Ltd.
03.2010 - 12.2011
- Provided support more than 2000 Desktops, and Workstations
- Was maintaining the hardware inventory
- Installation and configuration of antivirus, MS office and other related application software’s
- Worked on ITSD ticketing tool, worked in given SLA
- As well as maintained priority of the tickets
- Support for Cisco IP phone
- Installations and configuration of outlook 2003, 2007, ADI (Active desktop Integration), Oracle
- Monitoring the escalated call and escalating it to proper teams
- Managing, Maintaining & Monitoring Antivirus Software on client machine also checking daily antivirus definition update
- Having working knowledge on different software’s like PeopleSoft, CRM, Aspect software, three view, VNC, etc
- Took different software’s training from the company
- Took training of Big fix application also having working knowledge on Acronics Image deployment application
- Was working with 30 engineers where 4 are SDA (Service Desk Analysts) and all other engineers are FLS (First line Support)
- Provided support to IBM and Dell computers
- Took training on CA ticketing tool
- Installation and configuration of VOIP Cisco phone for the user
- Took working knowledge of Remedy user 6.3, RTA(Real Time Adherence),Altiris remote agent
- Maintaining and creating different Batch Files for installation of different software’s
- Also created batch files for machines to take in to domain for respective floors
- Have AD access to unlock user’s account and also to reset password for user’s
- Previously worked on HP ITSD ticket tool
- Now ticketing tool updated to CA Ticket tool in given SLA
Technical Support Engineer
Leon Computers Pvt.Ltd.
Pune
11.2007 - 05.2009
- Installation and configuration of different types of Desktops and Laptop of HP & Dell
- Technical Support Engineer in EATON Technology Pvt
- Ltd
- Kharadi and Providing technical support to 800 desktops, laptops and workstations (DELL and HP)
- Working with the team of 4 engineers for providing technical support to the end users
- Installations and configuration of outlook 2003, ADI (Active desktop Integration), Oracle, Pl SQL Developer, Khalix
- Having experience on Installations of SQL client, .Net 2003, 2005, 2008 client
- Took part in Installation, configuration and troubleshooting of Eaton remote desktop application
- Worked on Remedy Software, analyzing the reports and providing solution to the problem areas
- Involved in two major migrations held in Eaton internal from floor to floor as well as from Pimpri Eaton to Kharadi Eaton office
- Installation & Maintenance of Hardware devices
- Maintained vender call logs with HP, DELL, Ricoh, and AVAYA
- Managing, Maintaining & Monitoring Antivirus Software on client machine
- Worked on SMS which is used for Microsoft update also maintaining the hardware, software and SMS installation, inventory
- Installation & administration of Network and Local printers (Xerox, HP, Ricoh)
- Hardware and software Inventory Management and Interaction with vendors for cartridge procurement
- Support for Avaya IP phone
Education
ITIL Foundation certificate -
01.2020
Courses - Hardware and Networking, MCSA, RHCT, CCNA
CMS Institute
Pune03.2007
Bachelor of Science BSC (BIS) -
YCMOU Nasik University
H.S.C. - Science
Nutan Maratha College
JalgaonSkills
- SOP adherence
- Team assessment
- Documentation and reporting
- Mentoring
- Daily workflow improvement
- Experienced with Microsoft Windows 10
- Proficient in Microsoft Windows 11
- Active Directory uses
- Technical Support for Virtual Desktops
- IT Infrastructure Management
- System Administration
- Technical Troubleshooting Expertise
- Team Check-ins
- Effective Troubleshooting Skills
- Technical Writing
- Workflow management
Personal Information
- Date of Birth: 01/24/83
- Nationality: Indian
- Marital Status: Married
Languages
Marathi
First Language
Hindi
Proficient (C2)
C2
English
Proficient (C2)
C2
Certification
- CMS certified 2007
- MCSA 2007
- ITIL Foundation certificate in 2020
Accomplishments
- Outstanding performance in IAS - RE department for the quarter.
Timeline
Team Leader (Senior Analyst)
BNY Mellon Technologies India Pvt. Ltd.
07.2016 - 01.2025
Team leader
Future Focus Pvt.Ltd.
11.2015 - 07.2016
System administrator
Infinite Computers Pvt.Ltd.
04.2014 - 11.2015
Senior Desktop Support Engineer
Shreeji Computers
12.2011 - 04.2014
Desktop Support Engineer
Impact InfoTech Pvt. Ltd.
03.2010 - 12.2011
Technical Support Engineer
Leon Computers Pvt.Ltd.
11.2007 - 05.2009
ITIL Foundation certificate -
Courses - Hardware and Networking, MCSA, RHCT, CCNA
CMS Institute
Bachelor of Science BSC (BIS) -
YCMOU Nasik University
H.S.C. - Science
Nutan Maratha College
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