Deepak Kushawaha Email & Phone Number

Bengaluru, Karnataka, India

Noida, Uttar Pradesh, India

•Currently working as part of two teams, RDS Team (Remote Desktop Support)and DCC (Dispatch Command Center) team as Specialist•Coordinated with vendors for provision of end-user support (e.g HardwareVendor technicians for warranty repair/replacement)•Supported users to resolve their problems through remote, e-mail, chat andtelephonic IT technical services•IT Support on Mac and iOS Devices(mobile, laptop) and experience to supportiPad using airwatch, MAC devices ( JAMF)•Maintained appropriate equipment sparing requirements and spares inventorylevels to meet SLRs for the Desk Side Technical Support Services•Provided technical orientation and training for new Client employees on existingsystems and software•Coordinated with Level 3 support groups and project teams for service deliveryenhancements, maintenance and upgrades•Scheduled Dispatch engineer and follow up with vendor for dispatch locationProvided and coordinated with various different teams to resolve P2, P3 and P4ticket issues Best co-ordination and valuable involvement within a team•Coordinated with other departments to ensure efficient workflow processes. •Managed and resolved incidents according to service agreements. •Provided technical support for customers in resolving complex issues. •Leveraged specialized knowledge to act as subject matter expert withinorganization.•Created training materials for new hires on the company's procedures andpolicies.•Researched and analyzed customer feedback to identify areas of improvement. •Organized client meetings to provide project updates.

Samsung R & D Institute, Sector 126, Noida

• Performs administration tasks, user management, documentation, communication messages to users• Maintaining Samsung's security policy and software security check• Assist in the development of user documentation and training materials Team and personal development – You take time to drive your own development, whilst also encouraging team members and partners to do the same• Assist the IT team with the installation, configuration and deployment of new equipment via WDS• Real time ticket entry by utilizing, monitoring and managing our service desk system• Ordering of computer supplies and keeping of inventory• Provide second-level support on tickets escalated from the Service Desk staff regarding IT issues and requests including, but not limited to• Desktop support responsibilities include operating system builds, fault diagnosis and management of open tickets within the call logging system• Knowledge of networking topologies and network wiring systems• Be responsible for providing the first line support for hardware such as: Laptops, Desktops, Smart phones, and Printers, and providing software support for products such as; Microsoft Windows Operating Systems, Microsoft Office, developer tools for coding (ex VS studio, anaconda, MS Visio, Source insight and Tizen Studio etc• And other proprietary software• Follow the process of Incident management, Change management, Configuration, and maintenance of system• Mapped build server in windows environment• Maintain monthly and daily basis report of activity, Asset scrap activity and consumable items.

Noida Area, India

• Handling the escalation calls from Service Account Manager, project Manager or from Staff and provide them the support as per requirement• Monitoring and troubleshooting of Core, Edge, and Backbone's Links of different devices• Follow the process of Incident management, Change management, Configuration, and maintenance of system• Preventing SLA breach through constant monitoring and diagnosing• Provide Remote Desktop support• Effective Coordination with all Router Engineers, vendors, and location IT heads to ensure smooth Network Operation• Troubleshooting and managing multiple Vendors Devices and multiple Technologies• Create domain username, password and their permission Provides voice & remotely technical support• Implemented, SNMP and Syslog for the client's network infrastructure• Configuration and manage Standard & Extended ACL (Access Control list)

Lucknow Area, India

• Monitoring dropped data, bandwidth/ CPU utilizations, etc• Troubleshooting Handled Centralized Network Operation• Taking backup of all user accounts of Server• Provide Remote Desktop support• Keeping Record of Disk Space and Bandwidth allotment• Monitoring downtime of Server and troubleshooting• Making arrangements in case of breakdowns