• Configured new employee work stations, including all hardware, software, provided training and requested Apple id for a new user to Apple.• Provide On-call support to the customers and guide them through the technical aspect.• Installed software and OS updates on user’s desktop/laptop and to prevent possible threats from outside networks.• Controlled users access by using WIAB Tool and grant access according to the user's requirement and also assisted users in password reset and self service portal issues.• Provided support on VMWare basic task like creation of VM's, expanding disks, Vmware Tool updates etc.• Installed and upgraded software/applications as per requirement and upgrade projects.• Supported internal users having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware and solving printer related issues.• Handled on an average 110 individual tickets every week to provide end-user support on SolveIT Service Desk ticketing system.• Ensuring the SLA are met and the problem of the end user is resolved.• Used Apple GSX and AST 2 software to perform test on the Apple products and document the results.• Worked closely with QA Engineers team to address the quality related problem and develop effective solutions.• Documented repair processes and helped streamline procedures for future technical support actions.• Created the knowledge base of the solutions provided so that it can be used in future.

• Troubleshooting Linux and Windows-based systems, network problems, diagnosing and solving hardware/software faults.• Installed, configured software applications on desktop/laptop equipment, and maintained access rights for internal users.• Add/Delete/Modify rules/policies and Access Lists in Firewalls and VPN configuration.• Working knowledge of DNS, AD DS, Group Policy Objects(GPO), WDS and WSUS Server.• Experience working with VMotion, Storage VMotion for basic tasks like installing and configuring Esxi 6.0 host, creating VMs, installing VMWare Tools, configuring time zone, VM's start-up and shutdown sequence.• Respond, escalate and close tickets for desktop, network, printer and mobile device using BMC Remedy ticketing system and strong focus on first call resolution.• Troubleshoot all the customer's issues and accurately document work completed within ticketing system and actively contribute to our technical knowledge base, online community, and other technical documentation.