Pune City, Maharashtra, India
IT Support professional with 5+ years of experience delivering L1/L2 technical support, system administration, and infrastructure management for enterprise clients including BPCL, HDBFS, and Indoco Remedies. I specialize in Active Directory and Microsoft Entra ID administration, Microsoft 365 support, Windows Server management, and enterprise patch management — with hands-on experience in Veritas NetBackup for backup and recovery operations. I work within ITSM frameworks to consistently meet SLA compliance targets, resolve escalations efficiently, and maintain system uptime for client-facing environments. Across roles at Quantum Integrators, Sirius Global, CMS IT Services, and OpelOx Technologies, I've built a track record of translating complex technical issues into fast, reliable resolutions — while mentoring junior team members and improving support processes. Core strengths: Active Directory | Entra ID | Microsoft 365 | Windows Server | ITSM | SLA Management | Patch Management | Veritas NetBackup | Incident & Escalation Management | Team Leadership Currently open to Technical Support Engineer L2 opportunities where I can bring strong troubleshooting depth, client-facing reliability, and a continuous-improvement mindset.
- Assisted users in resolving hardware and software issues, providing technical support. - Diagnosed and troubleshooted technical problems to identify root causes, ensuring efficient solutions implementation. - Conducted on-site and remote technical support to uphold the seamless functioning of IT systems. - Collaborated with cross-functional teams to resolve complex technical issues and escalated when necessary. - Managing networking devices & troubleshooting if any issue arise & coordinating with ILL service provider. - Access point configuration and maintenance. - M365 User and License Management: Creating and managing user accounts, groups, and permissions. Assigning and managing Microsoft 365 licenses. Managing user access and authentication. - Service Administration: Configuring and managing Microsoft 365 services, including: Exchange Online (email). SharePoint Online (collaboration and document management). Microsoft Teams (communication and collaboration). OneDrive for Business (cloud storage). - Responcible for IT asset Procurment
As a Desktop Support Engineer, my day-to-day responsibilities often involved a wide range of IT tasks. Here's a breakdown of the key areas I focused on: Desktop and Laptop Support: Hardware Troubleshooting: This included diagnosing and resolving issues with physical components like CPUs, RAM, hard drives, and peripherals. Software Installation and Configuration: I was responsible for installing and configuring operating systems (Windows, macOS), productivity software (Microsoft Office), and other essential applications. Driver Updates: Keeping devices running smoothly required regular updates to device drivers. User Account Management: Creating, modifying, and deleting user accounts, as well as managing access permissions. Network and Internet Support: Network Connectivity: Ensuring seamless network connectivity for all devices, troubleshooting issues like slow internet speeds or network outages. Wi-Fi Configuration: Setting up and configuring Wi-Fi networks, resolving connectivity problems. Network Troubleshooting: Identifying and resolving network-related problems, such as IP address conflicts or DNS issues. Printer Support: Printer Installation and Configuration: Setting up and configuring printers, ensuring they are accessible to all users. Printer Troubleshooting: Diagnosing and fixing printer problems, including paper jams, connectivity issues, and driver problems. Security and AV/VC: Security Software Installation and Updates: Deploying and maintaining antivirus and anti-malware software to protect systems from threats. Firewall Configuration: Configuring firewalls to protect the network from unauthorized access. AV/VC Support: Assisting users with audio-visual conferencing equipment, including troubleshooting hardware and software issues.
As a Remote and Service Desk Lead, playing a crucial role in overseeing the technical support operations and ensuring the efficient resolution of IT issues for remote and on-site users. My responsibilities encompass managing a team of service desk technicians, coordinating support activities, and maintaining high standards of customer service. Key Responsibilities: Team Leadership: Lead and mentor a team of service desk technicians, providing guidance, training, and performance evaluations to ensure high-quality support. Incident Management: Oversee the incident management process, ensuring timely and effective resolution of technical issues. Prioritize and escalate incidents as necessary. Remote Support: Coordinate and deliver remote support to users, utilizing remote access tools to troubleshoot and resolve issues related to software, hardware, and network connectivity. Service Desk Operations: Manage the day-to-day operations of the service desk, including ticket management, workflow optimization, and adherence to service level agreements (SLAs). Customer Service: Ensure exceptional customer service by maintaining clear communication with users, understanding their needs, and providing timely updates on issue resolution. Documentation: Maintain comprehensive documentation of support activities, including incident reports, troubleshooting steps, and solutions. Develop and update knowledge base articles. Continuous Improvement: Identify areas for process improvement and implement best practices to enhance the efficiency and effectiveness of the service desk operations. Collaboration: Work closely with other IT teams, such as network, server, and application support, to resolve complex issues and implement new technologies.
Working as a Remote Support Engineer my responsible is to provide technical assistance and support to users who are experiencing IT-related issues, primarily through remote access tools. This role involves diagnosing and resolving hardware, software, and network problems, ensuring minimal disruption to the user’s workflow. Key Responsibilities: Remote Troubleshooting: Utilize remote access tools to diagnose and resolve technical issues related to hardware, software, and network connectivity. Incident Management: Handle support tickets, prioritize issues based on severity, and ensure timely resolution in accordance with service level agreements (SLAs). User Support: Provide clear and effective communication with users, guiding them through troubleshooting steps and ensuring they understand the solutions provided. System Maintenance: Perform regular maintenance tasks, such as software updates, system backups, and security checks, to ensure optimal system performance. Documentation: Maintain detailed records of support activities, including issue descriptions, troubleshooting steps, and resolutions. Update knowledge base articles to assist with future incidents. Collaboration: Work closely with other IT teams to escalate and resolve complex issues, and to implement new technologies and solutions. Training: Educate users on best practices for using IT systems and applications, helping to prevent future issues
As a Desktop Support Engineer at Indoco Remedies, my role was multifaceted, encompassing various IT responsibilities. Here's a breakdown of my typical day: Server Support Backup and Recovery: Utilizing Veritas NetBackup to ensure data integrity and business continuity by performing regular backups of critical servers. Monitoring: Keeping a close eye on server performance and health using network monitoring tools. Troubleshooting: Resolving server-related issues, such as hardware failures, software conflicts, and network connectivity problems. Desktop Support Hardware and Software Troubleshooting: Diagnosing and resolving issues with desktops, laptops, and peripherals, including printers, scanners, and other devices. OS Installation and Configuration: Deploying and configuring Windows operating systems on workstations. Software Installation and Updates: Installing and updating essential software applications, such as Microsoft Office, antivirus, and specialized pharmaceutical software. User Support: Providing timely assistance to users, answering their queries, and resolving their IT-related problems. Asset Inventory Management Hardware and Software Inventory: Maintaining an accurate inventory of all IT assets, including hardware (computers, peripherals) and software licenses. Asset Tracking: Tracking the lifecycle of IT assets, from procurement to disposal. IT Procurement Purchase Requests: Creating and processing purchase requests for IT equipment and software. Vendor Coordination: Liaising with vendors to ensure timely delivery and quality of IT products. CSV Creation for New Desktops Configuration Management: Creating and configuring new desktops according to specific requirements, including software installations and network settings. CSV Generation: Generating Computer System Validation (CSV) documents to comply with regulatory standards and ensure the integrity of the IT systems.