Service Desk Engineer

• Jun 2022 - Present

L1 Helpdesk Engineer

• Nov 2020 - May 2022

Monitor ticket board and manage ticket resolution of Helpdesk.Answer first level of calls from end user and re-router to appropriate team when required.Provide L1 support to all applications and escalate to L2/L3 for end to end issue management.Coordination of incident identification, root cause analysis, and proactive management of incidents.Assign tickets to self and mark to resolution within SLA Configure and troubleshoot Desktop environment.Install, manage and troubleshoot hardware devices and drivers. Set Up, Configure and troubleshoot all types of printers.Set Up and manage user accounts both in active directory and Office 365 Cloud. Office 365 License management.Monitor and manage shared/ network drives.Configure security setting and internet options.Remote Desktop Access System and Software installation. Forticlient VPN management.Virus removal and update Anti-Virus.Commodo One endpoint manager configuration and management.Configuration of Office 365 apps. Configuration of Office 365 exchange mail.Windows and applications update management.

Customer Support Engineer

• Jun 2016 - Jan 2020

System administrator for Customer Offices.Responding to customer queries and complaints.Onsite and remote support for customers.All sorts of Desktop Support.Windows 10, Windows 8.1 and Windows 7 Support.Diagnostics and troubleshooting hardware level issues.Managing hardware devices and drivers.Windows update management.Antivirus management and support (Kaspersky, Quick heal).Configuration and management of client applications and softwares including Tally, Autocad, Visual Impex and all office 365 apps.Outlook mail configuration and troubleshooting.Outlook data backup and archiving.Device inventory management.Basic motherboard diagnostics and troubleshooting.Assembling computers as per the requirement of customers.Upgrading computers in hardware level (RAM upgradation, Hard Disk Upgradation).Data Backup and operating system upgradation.Network support for customer offices.Router and switch configuration.Coordination with ISP for troubleshooting internet connectivity issues.CAT-5 and CAT-6 cable crimping.Network issues diagnostics and troubleshooting.Printer configuration and management.Coordinating with 3rd party vendors for warranty and product support.