Joseph Vinu Tm Email & Phone Number

Kochi, Kerala, India

As an IT Support Engineer, I provided first-line technical support through phone, email, and in-person channels, resolving hardware, software, and network issues to maintain high user satisfaction. Key responsibilities included:1. Technical Support & Device Management: Installed, configured, and maintained desktops, laptops, and peripherals, optimizing functionality and minimizing downtime.2. User Account & Network Management: Administered user accounts in Active Directory, VPN, and G-Suite; troubleshooted LAN/WAN issues and escalated complex cases as needed.3. Data Integrity & Security Compliance: Conducted regular backups, monitored security threats, and deployed patches and antivirus to safeguard data integrity.4. Documentation & Procurement: Maintained IT asset records and supported hardware/software procurement, fostering efficiency and resource optimization.This experience has strengthened my ability to enhance productivity, ensure data security, and deliver effective IT solutions.

Kochi, Kerala, India

As an End User support Engineer, the job responsibilities include addressing user tickets related to hardware, software, and networking and providing a resolution within the Service Level Agreement (SLA). This involves remote troubleshooting for end-user issues, both hardware and software related. Another critical aspect of the role is walking customers through the process of installing applications and computer peripherals. To diagnose problems, targeted questions are asked, and users are guided with simple, step-by-step instructions. Additionally, the IT support specialist is responsible for conducting system health checks and monitoring logs to ensure smooth functioning. It is important to maintain IT security in all support areas, including IT asset management and inventory updates. Regular reporting for IT support activities is necessary. Furthermore, the IT support specialist must coordinate with IT vendors for support activities to ensure seamless service delivery. Overall, the job requires a combination of technical skills and strong communication skills to provide efficient IT support services.

Aluva, Kerala, India

Responsible for fulfilling all tasks as per the Service Level Agreement (SLA). As part of the responsibilities, installed and upgraded Bigfix Endpoint Manager v10.0 server, relays, web reports and clients. To ensure disaster recovery, also installed and configured BigFix DSA server. Utilized the BigFix 10.0 for packaging and distributing operating systems and applications. In order to address system vulnerabilities, utilized patch baselines and multiple fixlets to push patches to systems. Also manually and automatically created groups and relays affiliations. To deploy client relays, created a client relay package using Bes client compiler, which included the Masterhead file, Bes client Installer, DCIDkey, and Client settings file. Also implemented BigFix Detect for cyber incident detection, remediation, and investigation. Vulnerability scanning was conducted using IBM Endpoint Manager. Additionally, created reports for management using Web Report and provided daily support, fixlet, and task creation to accommodate user needs.

Kochi, Kerala, India

As a technical support specialist, one of the primary responsibilities was to research and identify solutions to software and hardware issues. This involves using technical expertise to diagnose and troubleshoot various technical issues, including problems with account setup and network configuration. To quickly understand the root of the problem, it is important to ask customers targeted questions. Once the issue has been identified, it is crucial to track the computer system issue through to resolution within the agreed time limit. Technical support specialists must be able to effectively communicate with clients via phone, email, or chat to talk them through a series of actions until the technical issue is solved. By following these steps, technical support specialists can provide effective and efficient support to clients.

Kochi, Kerala, India

1. Roles and Responsibilities include all works as per SLA of IBM with Federal Bank.2. Onsite analysis, diagnosis, and resolution of problems for end-users soft/hardware/network troubleshooting3. Requesting and coordinating vendor support4. When the restoration is beyond the scope of the L1 remote Support Engineer, the senior remote support engineer will resolve the issue/problem.5. Develop trends by monitoring and analyzing incoming calls, problems, and support requests. 6. Dealing with hardware and application support queries and issues reported to the L1 support.7. Provide user data and application recovery.8. Take ownership and responsibility of queries, issues, and problems assigned to the remote Support Engineers. Works with vendor support contacts to resolve technical issues within the remote environment.9. Maintain adequate knowledge of operating systems and app location software Used to provide a high level of support.10. Ensures that supported customer accurately completes the approved work request with the date and time of submission.