Mohankumar P Email & Phone Number

Bangalore Urban, Karnataka, India

  Introhive SME. Fully owning Introhive deliverables Monitoring Introhive Production and UAT servers. Implementing required updates on the servers Manage and maintaining the ticketing queue and meet SLAs for incoming tickets. Providing technical guidance to other members of the team. Strong analytical and problem-solving skills. Reporting and escalate issues to third party vendors if necessary. Leading a team of professionals to ensure SOPs are followed in a properly manner to ensure complete client satisfaction. Training of new engineers. User Management. Monitoring Introhive profile sync over Introhive EWS connector. Attending client request and client meeting. Preparing and reporting day-to-day activities. Create change request. Troubleshoot Hardware and Operating system related issues. Windows Server and Print Environment. Windows AD, DNS and DHCP. Troubleshoot and resolve general server related issues with root cause analysis. Communicate issue status to customers in accordance with defined SLAs. Ticketing tool IT Direct & Service Now. Windows migration/upgradation. Drop and Recreate process. Re-imaging process. Reboot Process (Manual and DM job). Incident management process. Release and Deployment of software & patches. Software & operating system upgrade. Troubleshoot reported store issues. Call log with vendors for hardware related issues, if needed. Install and troubleshoot software.

India

 Held position of Team lead. Prepared team roster. Conducting project audit. Prepared team performance report and presenting to client in weekly assessment call. Also held position of shift lead, managing escalated cases and delivering training to the team. Installation, upgrading, replacement and troubleshooting of end user devices. Create a daily report of open incidents and coordinate with manager towards providing resolution towards the same. Expertise in handling escalated incidents and providing resolution towards the same. Redirect unresolved issues to the next level of support personnel. IT operation. Laptop replacing and upgrading as per IT policies Monitoring Tool / Ticketing Tool AD, DNS & DHCP. Hardware diagnostics and resolution of hardware related issues. Backup tools, Patching and cloud computing etc. Management of desktop, laptop computers, printers, scanners etc. Configuring OneDrive, MS teams as per client requirement Recording all inventory and configuration items in the asset management database Network Connectivity issues with laptops, printer Management and troubleshooting of teleconferencing devices, assist meetings etc. Assisting Smartphone (iOS/Android) setup assistance Configuring and troubleshooting Microsoft office suites On boarding new and upgrading new devices (printer, scanners, communication devices etc.) as per requirements. And connecting with various vendors for resolving issues On boarding new users

Sap Labs India Bangalore

 Onsite or Remote support as required to staff/clients IT operation. Responsible for analyzing, installing, configuring, maintaining and repairing of network infrastructure and application components Offer remote support for network connectivity, printing and software issues Install and configure computer hardware operating systems and applications Monitor and maintain Computer systems, Network equipment’s, IP Telephones, Mobiles devices Troubleshoot system and network problems, diagnosing and solving hardware or software faults Replace and repair faulty parts (Laptop/Desktop/Printers/DVR) as required, if necessary, liaise with third-party support and PC equipment vendors Design, implement, and maintain Audio/Video systems Provide support, including procedural documentation and relevant reports Follow diagrams and written instructions to repair a fault or set up a system Prioritize and manage multiple open cases simultaneously Conduct electrical safety checks on computer equipment’s Conduct tests and perform security and quality controls Identify potential changes and system improvements to present to senior team members for consideration and implementation