Technical Support - L2 Partner Engagement Dedicated Tech
WORK EXPERIENCE
Technical Support-L2 Partner Engagement Dedicated Tech
ConnectWise
December 2022 - Present
Pune
Achievements / Tasks
- Server Monitoring as NOC Engineer
- Working on client’s server alerts/tickets and according to the condition trouble shoot the issue.
- Working on Active directory alerts.
- DNS, DHCP alerts.
- Working on Server backup issues.
- Setting up page file.
- Rebooting server if required.
- Checking Services, checking event logs.
- Disk space issues, FSMO role related issues, replication issues.
- Patch scripts.
- Working on Virtual machine, physical machine, Hyper V server.
Senior Service Desk Engineer
SunGard Availability Services
June 2017 – December 2022
Pune
Achievements / Tasks
- Worked as tier 2, hence helped tier 1 engineers with their queries and issues.
- Had good exposure to working within an ITIL Framework Environment to maintain the SLA and follow the Incident Criticality procedure.
- Gained exposure and knowledge on the ticketing tool Service Now.
- Worked on emails, routed tickets to the next level team according to the nature of the ticket.
- Managed major incidents (e.g., sent communications to users, coordinated with the concerned team.
- Managedmajor incidents (e.g., sentcommunications to users, coordinated with theconcerned team.
- Managed distribution listsand SharePoint sites.
- Managedmajor incidents (e.g., sentcommunications to users, coordinated with theconcerned teams).
- Managed distribution lists,SharePoint sites, sharedcalendars, O365 accounts,OneDrive, and email delegate accesses.Also createdanddeleted Teamsand added or removed software from softwarecenter.
- Had exposure to knowledge on ITIL servicesoperation (incident, problem, and requestmanagement).
- Performed remediation activities to increase thecompliance score.
- Managedticketing system, worked onServiceNow,and managed requesttickets and incidenttickets.
- Managedvarious tasks such as softwareinstallation,access requests, onboarding,offboardingtickets, etc.
- Troubleshot variousissues related to McAfee Endpoint and Virtual Private Networks, internetissues, Outlook issues, laptop and printer issues,networkissues, etc.
- Protected systems, servers, virtual machines, anddata fromviruses by installing antivirus softwaresuch as Symantec andMcAfee.
- Createdknowledge articles everymonth andgenerated daily dashboardreports.
Team Lead- Service Desk
CMS IT Services
April 2016– September 2016
New Delhi
Achievements / Tasks
- Troubleshot and resolved problems for users in laptops, desktops, printers, operating systems, internet connectivity, MS Office, and SAP.
- Provided support to 5000+ end-users (including 50+ VIP users) through phone, email, and remote assistance. Monitoring of Network, Server, Printers, Incidents & Request tickets.
- Monitored network, servers, printers, incidents, and request tickets.
- Monitored network, servers, printers, incidents, and request tickets.
- Performed user management activities and provided basic support in SAP.
- Conducted quality checks on tickets and calls of the service desk and provided feedback to individuals/teams for improvement.
- Published outage communications, managed team rosters, handled team leaves, and managed team escalations.
- Generated reports such as ticket aging analysis, dashboards, daily and weekly reviews, and service desk KPIs.
- Proficient in tools like Manage Engine, Active Directory, MS Office 2010, MS Communicator, SharePoint.
Team Lead- Service Desk
Renovision Pvt. Ltd. Delhi (Franchise of Wipro InfoTech Ltd.)
May 2013– July 2015
New Delhi
Achievements / Tasks
- Detected, logged, categorized, prioritized, and distributed incidents.
- Followed up in real-time and continuously with global and local support teams for incident resolution.
- Managed and coordinated activities throughout the ticket lifecycle.
- Ensured that incident records were fully updated before handover to problem management.
- Sent all incident notifications according to agreed- upon processes.
- Functioned as a single point of contact for P1 and P2 incidents and took responsibility for issue remediation.
- Recorded incident and problem analysis outputs in the incident/problem management database.
- Resolved incidents or implemented workarounds for recovery.
- Engaged resolver groups/teams necessary to drive incident or problem tickets.
- Led problem investigation calls and ensured required resources were available.
- Developed incident management processes and procedures.
- Ensured service improvement plans were in place.
- Verified adherence to incident/problem management processes and provided feedback on any discrepancies.
- Reviewed incidents, change, and problem tickets to ensure ticket quality.
Senior Helpdesk Coordinator
Progressive Infovision Pvt. Ltd, (Franchise of Wipro InfoTech Ltd.)
April 2012– August 2012
Delhi
Achievements / Tasks
- Identified, diagnosed, and resolved level one problems for users in a 12*7 support frame.
- Provided one-on-one end-user problem resolution to normal and VIP/VVIP users via phone and email.
- Coordinated with teams to resolve tickets based on priority and SLA (Service Level Agreement).
- Identified and ticketed incidents and service requests, forwarding them to relevant domain teams.
- Followed up with level two support for server, network, security, and hardware calls until closure.
- Maintained incident closure verification from users and facilitated customer satisfaction surveys.
- Generated and published reports such as aging analysis, team dashboard, and pending call reviews.
- Worked with tools like E-helpline for monitoring and ticketing, Viking/GAL Modifier, Team Viewer, and MS Office.
Helpdesk Coordinator
PC Solutions (Franchise of Interglobe Technology Ltd,
October 2010– September 2011
Delhi
Achievements / Tasks
- Provided L1 support to clients and customers in a 24*7 work frame.
- Ticketed, assigned, and coordinated with teams to resolve issues and meet standard SLAs.
- Prioritized incidents and escalated issues to management when necessary.
- Coordinated within the team to ensure timely resolution of problems related to laptops, desktops, printers, operating systems, internet, MS Office.
- Involved in team management, quality training, and acted as a subject matter expert (SME).
SKILLS
- Office 365 admin, Server Monitoring (All server issues), ConnectWise NOC Portal, Active Directory, DNS, DHCP, Backup issues, Server rebooting, Virtual Machine, Hyper V, Physical Machine, ITIL Framework, Technical desktop support Troubleshooting, Windows Patching, SCCM, Service Now, BMC Remedy, CMS supervisor, Report Generation, Managing teams’ roaster
CERTIFICATIONS
ITIL V4 foundation Certificate in IT Service Management
Certificate number-GR750402458PB
EDUCATION
B-Tech in Electronics & Telecommunication
Karnataka state open university
04/2011 – 07/2014
Haryana
