I am a persistent and patient problem solver, as well as a Cooperative and Knowledge Sharing Person. As a highly self-motivated and attention to details person, I am very hard working and honest in his profession. I have the ability to work independently and as a part of a team. I have an aptitude to efficiently and quickly understand new assignments. Knowledge on: • Service management tools (service now, service desk, Jira) • CRM Tools: Oracle Siebel Communication 8.1, IBM Maximo. Hands-On: • Understanding of ITIL methodologies with their lifecycles (ITIL Certified) • Software and Hardware installation, troubleshooting and supporting. • Data recovery and backup tools (Data Rescue PC3, Recuva, 7 Data Backup Recovery) • Platforms: Windows XP/98, 7, 8.1, Windows 10, Linux (CentOS, Ubuntu) • Mobile Configuration Tools: (Smart Switch, Kies3, Pc Suite, Side sync, Wonder share MobiTrans) • Remote access Tools :( Any Desk, VNC viewer/server, Team Viewer, Windows Remote Desktop) • Supporting Virtual Machines/Servers (VMware, Virtual Box) • FTP Tools: (FileZilla, Cyber duck) • Development Tools: Visual Studio 2015, SQL server management Studio 2012, Firefox Developers Edition, Adobe Dream viewer Cs6, Packet Tracer, Notepad ++. Office 2016 Ongoing training: • Cisco Certified Network Associates (Routing and Switching) • Microsoft Certified System Engineer (Windows Server 2012 R2) • NDG Linux Essentials (CentOS) • Veeam Certified Engineer (VMCE)
• Act as the first line of help for all kinds of IT incidents, problems, and requests
• Answer telephone calls/ Emails and log incidents and problems in the Service Desk application.
• Microsoft 365 Management, Configuration, Troubleshooting, Maintenance.
• Network Attached Storage (QANP) Management and Troubleshooting.
• Use Service Desk – ITSM solution on-premise to enter, manage, follow up, and update ticket status.
• Ensure to provide timely status updates on open incidents, follow up until its closure with L 1 & 2 teams.
• Inspecting and troubleshooting the Time attendance recording devices distributed across all sites.
• Perform incident classification, prioritization, correlation with other reported incidents and
• Relocation of PCs, Mac & Peripherals as required by users
• Selective quality checks on closed incidents & service requests
• Troubleshoot repeated and common issues reported in ServiceDesk
• Provide end-user desktop support via remote control viewers.
• Onsite installation of new PCs, iMac & locally attached peripherals such as printers, image scanners.
• Installation of additional applications as per user’s requirements as per COMPANY IT approved list.
• Meeting room arrangements & supporting Skype meeting, WebEx, GoToMeeting, teleconference calls.
• Multimedia / AV Support for presentation and meetings.
• Preparation and onsite installation of Networked printers
• Preparation and onsite installation of local Printers for users.
• Upgrade of PC hardware as required such as increase of memory or hard disk size.
• Troubleshooting of hardware and software for PCs, Mac & Peripherals.
Key Responsibilities:
• Build, monitor, maintain, and troubleshoot whole IT Infrastructure BHMS and Grammar International School (A Project of BH Management System Pvt LTD)
• Installed and configured client computers with operating systems and necessary software. • Maintained and upgrade computer software, hardware, office telephones.
• Worked on troubleshooting issues and coordination with suppliers for hardware and software • Content Filtering and Removable devices management for Users.
• Setup multiple platform workstations (Windows 9X, ME, 2K, XP, and Linux CentOS) to test • Guest WIFI Management – create and assign temporary guest users for Guests.
• File Server Management – Allow only authorized user’s access to the file server.
• Monitor, operate, manage, troubleshoot, and restore service to terminal service clients. • Manage strategic relationships with key IT product and service providers.
• Manage IT resource requirements to ensure the appropriate balance between tactical and strategic demands
• Communicate and coordinate effectively with internal customers and third-party vendors.
• Perform desktop hardware/software installations and problem resolution on Windows and for local and remote users.
• Install and configure computers with operating systems and the necessary software at the client’s site.
• Maintained and upgrade computer software, hardware, office telephones at the client’s site.
• Installation and up gradation of Ant viruses at the client’s site.
• Migration of data from desktop and laptop at the client’s site.
• Isolation of Operating System issues at client’s site.
• Joining the Computers to the domain at the client’s site.
• IT Asset and Inventory Management at the client site.
• Create/Delete and manage users in Active Directory at clients site
• Printers installation & troubleshooting issues at client’s site.
• Removable devices management for Users at client’s site.
• Setup multiple platforms (Windows 7, 8.1 and 10) at the client’s site
• Configure Email in email clients e.g. Outlook, Thunderbird and troubleshoot issues at the client site.
• Archiving and Restoration of emails at the client site.
• Worked on troubleshooting issues and coordination with suppliers for hardware and software at
Client’s site
• Software and Hardware installation, troubleshooting and maintenance.
• Connecting remotely to business partners computers to resolve issues.
• Install and configure computer systems, printers.
• Monitor and maintain computer systems
• Set up new user mail accounts;
• Configure user rights for various applications;
• Troubleshoot the system & network problems & diagnose and solve hardware/software faults.
• Replace parts as required;
• Provide support, including procedural, documentation;
• Work continuously on a task until completion (or referral to third parties, if appropriate)
• Test and evaluate new technology.
RESPONSIBILITIES AS AN INTERNEE
• Development and improvement to existing solutions
• Assist in the estimation of tasks and identify obstacles
• Work with software team, coordinate with clients for development of new features, and resolve issues.
• Implement and ensure company data protection policies
• Learned about NGN (Next Generation Network).
• Visited the NGN& learned about the parameters of NGN Switching.
• Studied the function of Transmission and characteristics of Fiber to the Home Methodologies.
• Worked on Oracle Seibel Communication 8.1 CRM
• Understand the knowledge about the IBM Maximo CRM