VINCENT MITHRA KUMAR
Hyderabad
Summary
Experienced IT Technical Service Desk Professional with 9 years in troubleshooting software, hardware, and network issues. Managed helpdesk tickets, facilitated remote resolutions, and configured hardware while ensuring thorough documentation. Known for strong communication skills and consistently achieving high customer satisfaction.
Overview
14
14
years of professional experience
1
1
Certification
Work History
IT ServiceDesk Executive
Infinx services Private Limited Client: Simonmed, USA
Hyderabad
01.2023 - 03.2024
- Monitored and managed incoming tickets in the queue to ensure timely resolution.
- Delivered user support through effective troubleshooting techniques, enhancing issue resolution efficiency.
- Fixing login, VPN (Cisco, google) & Connectivity problems
- Resolving email access & email issues
- Troubleshooting network and Wi-Fi problems
- Prioritizing tickets based on SLA
- Remote into user systems using remote tools ( Remote Desktop, TeamViewer, AnyDesk, and Splash top
- Installing and configuring software
- Exporting and importing (.pst) files
- Escalating Complex issues to L2, L3 teams
- Escalating and Follow-ups
- Day-to-day follow up with Users
- Coordinating with system and network teams
- Monitoring recurring problems
- Ticket Review and Quick fixing
- Documentation and reporting (End of the Shift)
- Documenting solutions for Data base reference
- Logging ticket notes
- Reviewing SLA performance (Weekly)
- Preparing handover notes
Technical Support Engineer
Locuz An SHI Company. Client: Tracfone, USA
Hyderabad
10.2020 - 01.2023
- Handled 80+ support tickets daily, consistently resolving over 97% within service level.
- Provided remote troubleshooting and resolution for client issues.
- Provided ongoing technical support to clients.
- Guided clients through troubleshooting steps via phone, email, or chat.
- Provided first contact support for password resets on Active Directory for SAP, I-series, Lawson Kronos, Citrix, Pasta, Skype, Office 365, and Outlook.
- Setup Microsoft 365 Portal and licenses, migrated the firms POP3 email services to Microsoft Office 365 hosted solution.
- Migrated all mailboxes to 365 Cloud, synchronized and setup Office on the Cloud.
- Setup multiple email aliases and forwarded multiple generic email accounts to the Hosted Exchange email boxes.
- Setup One Drive for Business, Office on the Cloud.
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
- Troubleshooting Network printers and scanners.
- Logged all issues accurately and prepared timely documentation.
- Acted as the primary support contact for Tracfone, USA.
IT-Technical Support Engineer
Secena Global IT services private Limited. Client - Treehouse Foods, USA
Hyderabad
05.2016 - 09.2017
- Troubleshot network connectivity problems, ensuring minimal disruption to client operations.
- Provided technical support for software and hardware issues across various platforms, improving resolution time for client queries.
- Collaborated with cross-functional teams to enhance user experience, leading to quicker issue resolution.
Process Associate
Genpact Private Limited Client - Axis Bank
Hyderabad
10.2014 - 05.2016
- Engaged clients at Axis Bank in India to identify and fulfill banking needs.
- Collaborated with diverse coworkers to achieve goals and resolve product and service-related issues.
- Proposed innovative ideas and solutions that improved team collaboration and effectiveness.
- Completed day-to-day duties accurately and efficiently.
IT- Help Desk Engineer
Microsense Private Limited. Client: ITC Hotels, India
Hyderabad
01.2010 - 01.2014
- Delivered technical support to end-users via phone and email, ensuring timely resolution of inquiries.
- Diagnosed hardware and software issues, facilitating effective problem resolution and minimizing downtime.
- Installed and configured operating systems and applications, enhancing user setup experience.
Education
(B.C.A) - Bachelor in Computer Applications
Kakatiya University
Telangana, India06-2010
CEC
Government Junior College, Hadnoor
Telangana, India06-2007
Secondary Education
Harish High School
AndhraPradesh, India06-2005
Skills
- ITSM systems
- Active Directory management
- Remote support tools
- Tech troubleshooting
- Printer troubleshooting
- Networking protocols
- Security best practices
- Windows
- MacOS
- CRM software
- Problem-solving
- Teamwork
- Communication
- Knowledge management
Certification
- CompTIA A+
- ITIL Foundation (optional)
- Microsoft Certified: MCSE
Languages
- English (fluent)
- Hindi (fluent)
- Tamil (Medium)
Personal Information
Age: 36
Born and Boughtup: Kadapa, Andhra Pradesh
Spouse: R S Sharin Sophia
Availability
Immediate Joining
Disclaimer
Hyderabad, 10/03/26, Vincent Mithra Kumar .M
Timeline
IT ServiceDesk Executive
Infinx services Private Limited Client: Simonmed, USA
01.2023 - 03.2024
Technical Support Engineer
Locuz An SHI Company. Client: Tracfone, USA
10.2020 - 01.2023
IT-Technical Support Engineer
Secena Global IT services private Limited. Client - Treehouse Foods, USA
05.2016 - 09.2017
Process Associate
Genpact Private Limited Client - Axis Bank
10.2014 - 05.2016
IT- Help Desk Engineer
Microsense Private Limited. Client: ITC Hotels, India
01.2010 - 01.2014
(B.C.A) - Bachelor in Computer Applications
Kakatiya University
CEC
Government Junior College, Hadnoor
Secondary Education
Harish High School