Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Vijay Puri

IT Support Engineer
Bengaluru

Summary

Industrious IT Operations Engineer offering 6-year background in System Support and scripting deployment activities. Well-rounded and conscientious professional committed to proactively managing change and quickly deploying critical applications. Expertise in configuration management and Agile, Scrum and Waterfall methodologies. End User Support expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Overview

12
12
years of professional experience
4
4
Certifications

Work History

IT SUPPORT ENGINEER

NEXTHINK INDIA
1 2022 - Current
  • Employee Onboarding/offboarding,
  • IT equipment procurement/ CMDB Management,
  • Administration of MacOS on Jamf /windows on Intune
  • Working on Different projects related to automation
  • ISO Audit 27001/27017/27018
  • Set-up up the India IT procedures and office IT infrasctructre
  • Manage and maintain Active Directory accounts, permissions, and group policies, Administer network infrastructure, including switches, routers, and firewalls, Monitor and resolve network connectivity issues, ensuring optimal performance, Working with R & D for towards improving Nexthink Product
  • Installed, configured, tested and maintained operating systems, application software, and system management tools.
  • Used ticketing systems to manage and process support actions and requests.
  • Translated complex technical issues into digestible language for non-technical users.
  • Configured hardware and granted system permissions to new employees.
  • Documented support interactions for future reference.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Monitored systems in operation and quickly troubleshot errors.
  • Assisted with updating technical support best practices for use by team.
  • Installed, configured and maintained computer systems and network connections.
  • Configured and tested new software and hardware.
  • Assisted in development of system security protocols.
  • Monitored system performance to identify potential issues.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Developed and implemented preventive maintenance procedures.
  • Creating and managing user accounts, profiles, roles, and permissions within Salesforce to ensure appropriate access levels for different users
  • Collaborating with other teams, such as sales, marketing, and IT, to understand their requirements and optimize Salesforce to support their business processes effectively.
  • Ensuring compliance with data security and privacy regulations, as well as implementing best practices for Salesforce governance. This includes managing security settings, implementing data retention policies, and conducting regular security audits.
  • Building and managing automation processes using Salesforce features such as Process Builder, Workflow Rules, and Flow. This includes automating repetitive tasks, sending email alerts, and updating records automatically
  • Integrating Salesforce with other systems and applications to ensure seamless data flow across the organization. This may involve using tools like Salesforce Connect, APIs, or third-party integration platforms.
  • Creating and maintaining reports and dashboards to provide insights into sales and service performance, and sharing them with relevant stakeholders.

DESKTOP SUPPORT

POWERSCHOOL INDIA
10.2019 - 01.2022
  • Provided basic end-user troubleshooting and desktop support to 500+ users
  • Provided basic IT support to office users of desktops, laptops, and devices.
  • Analyzed and identified common problem areas for users in order to improve desktop and in-app support experience.
  • Supported operating system and various tools and applications.
  • Observed security systems and responded to security breaches quickly for prompt emergency support.
  • Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Walked individuals through basic troubleshooting tasks.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Performed encryption, firewalls and patch management to implement and maintain system security.
  • Monitored system performance to maintain system integrity.
  • Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
  • Monitored systems in operation and quickly troubleshot errors.
  • Documented and updated known fixes in knowledge base for future reference.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Configured and installed computer systems for other sub-organizations.
  • Assisted end-users with conference room equipment setup and operation.
  • Provided authorized users with technical support and advice regarding proper use and functionality of equipment.
  • Coordinated with systems partners to finalize designs and confirm requirements.

SENIOR TECHNICAL SUPPORT

UNISYS INDIA
09.2018 - 10.2019
  • Installed, configured and maintained computer systems and network connections.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Assisted in development of system security protocols.
  • Created user accounts and assigned permissions.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Configured and tested new software and hardware.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Helped streamline repair processes and update procedures for support action consistency.

SENIOR CUSTOMER SUPPORT

Synchrony Financial, GE Global
06.2017 - 03.2018
  • Promoted purchase of service contracts and warranties by detailing benefits of each to customers.
  • Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
  • Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
  • Answered incoming support inquiries via chat, phone and email.
  • Generated reports to track performance and analyze trends.
  • Responded to customer requests for products, services, and company information.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Provided primary customer support to internal and external customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Educated customers about billing, payment processing and support policies and procedures.

Practitioner

CONCENTRIX DAKSH (IBM GPS)
07.2012 - 08.2013
  • Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
  • Worked with various systems, software, and peripherals, and various types of games.
  • Obtained and evaluated information about new systems, peripherals and software technology.
  • Learned and implemented new software testing procedures.
  • Purchased, setup and installed new computers.
  • Researched and identified solutions to technical problems.
  • Monitored system performance to identify potential issues.
  • Assisted in development of system security protocols.
  • Configured and tested new software and hardware.
  • Generated reports to track performance and analyze trends.
  • Tested new software and hardware prior to deployment.
  • Configured hardware, devices, and software to set up work stations for employees.

Education

Skills

  • Network Administration

  • ISO Audit 27001/27017/27018

  • Intune/Jamf Administration

  • Powershell developer/ Python/Terraform

  • Cloud technologies (AWS, Azure)
  • Service Now Admin

  • CI/CD & Docker/ Kafka/Terraform

  • Windows/ Mac OS / Linux Administration

  • IT Operation Management

  • Azure, Microsoft 365

  • Salesforce Administration

Certification

Jamf 100 certified

Timeline

DESKTOP SUPPORT

POWERSCHOOL INDIA
10.2019 - 01.2022

SENIOR TECHNICAL SUPPORT

UNISYS INDIA
09.2018 - 10.2019

SENIOR CUSTOMER SUPPORT

Synchrony Financial, GE Global
06.2017 - 03.2018

Practitioner

CONCENTRIX DAKSH (IBM GPS)
07.2012 - 08.2013

IT SUPPORT ENGINEER

NEXTHINK INDIA
1 2022 - Current

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Vijay PuriIT Support Engineer