Good knowledge on operating systems such as Windows 10, Windows Server etc.Active Directory, domain controller, OU managementProviding local IT services to client users on-site.Working knowledge of installation, configuration, maintenance of all IT assets such as desktops, laptops, servers, printers, network switches, wireless access points, storage devices, voice/video devices etc.Working on level-2 issues and critical problems based on tickets and provide a better solution.Better hands-on experience on physical mounting of network devices, servers, video conference devices, wireless access points etc.Basic knowledge of UBUNTU operating system and KALI Linux operating system.Working with various departments to solve IT problems and providing solutions to management and above.Interact with global colleagues to provide globally consistent processes and procedures and provide innovative ideas.Worked on creating new processes such as Virtual onboarding and virtual exit, to adapt to changing work environments (COVID-19)Good knowledge on various processes pertaining to different support teams.Advanced knowlege on troubleshooting hardware issues and better hands-on experience on dismantling/replacing hardware on laptops, desktops, servers etc.Used various tools such as Dameware, Putty, SolarWinds, Wireshark, Microsoft Azure, BluescreenView, Citrix remote apps, Polycom video conference tool, Windows admin center etc.Basic knowledge on Microsoft Deplyment Toolkit (MDT) and Windows Imaging and Cinfiguration Designer (Windows ICD tool).Experience on handling priority tickets and drive through quick resolution.Providing latest updates/changes to client management.Suggesting CIP to client for faster and better IT solutions.Working on IT issues with individual users based on IT tickets using Service-Now tool.Worked on scrapping of IT assets following the IT standards such as wiping HDD using different tools and devices.

Worked as IT support associate for client.Handled 24/7 call, chat & Email support for different time zones for client users.1st level troubleshooting IT issues on remote sessions using different tools.Preparing and updating IT troubleshooting documents for knowledge articles.Worked flexibly in all time zones (APAC, UK & US shifts).Creating IT tickets and assigning to different teams based on the scope of issue.Worked on IT tickets for basic/simple IT issues and resolving on call/remote sessions.Handled priority tickets such as P1/P2 nad proceeding towards quick resolution.

Handling hardware support (laptop/desktops) for Dell customers.Troubleshooting hardware issues and fixing the issues in customer location.Logging cases for any additional hardware issues found when troubleshooting.Co-ordinating with Dell technical support for troubleshooting issues online.Hardware troubleshooting of desktops, laptops and workstation machines.Open board hardware troubleshooting of laptop & desktop.Handling IT support services at reputed client location like installation, configuration etc.Leading IT team across different locations in India remotely (Client locations)