Naveen Basavaraju Email & Phone Number

Melbourne, Australia

Melbourne, Australia

Providing telephone and face to face technical support to users for desktop related issues. Act as the initial point of contact for all technical queries and issues for Superpartners. Providing subject matter expertise for all desktop related issues before handing them over to network or server teams as required. Following process and procedures to maintain a strong and stable desktop environment.• Mentor Desktop Support Analyst in various Desktop Support functions• Maintain and research new desktop support tools to reduce effort of support to customers.• Respond to incidents and requests within SLA • Develop agreed procedures to ensure standard delivery and constant level of service.• Maintaining accurate log entries of fault fail/fix with full details on resolution and contact details.• Develop Hardware and software installations procedures to improve delivery of service to customers.• Creation of new procedures and review current procedures to automate and optimise delivery.• Maintain desktops for a high availability environment, ensuring that all teams and customers have minimal outages.• Maintain Mobile Device Management platform for a high availability environment, and users have minimal outages.• Maintain a thorough working knowledge of the ITIL process and update existing procedures to reflect the ITIL framework• Application and software management• Development and Improvement of Superpartners SOE.• Develop, review and maintain support documentation• Perform in an acting Team Leader role in the absence of the Desktop Support Team Leader

Melbourne, Australia

My responsibilities include:• Provided second level support to 3000 - 3500 users throughout Australia to setup, configure, troubleshoot, analyse, and repair computer systems. • Installing, Configuring, and Administering Windows XP/ Windows 7• Managing the Windows 7 SOE by injecting monthly WSUS updates into WIM file. • Rollout of Adobe Flash, Reader and Java updates to keep the environment secure • Successfully rolled out Lync 2010 to all users by using SMP.• Packaged Microsoft, Adobe and other third party applications in APPV and published to users.• Packaged applications in Altiris DS and SMP using InstallShield and MSI scripting.• Customized IE8 using IE Admin kit and MS Office Prof 2010 before deploying it to all users.• Respond to the escalated service request from the first level support team within the agreed SLA.• Handled technical troubleshooting within an enterprise environment, including system crashes, break-fix and data recoveries. Engaged and tracked High Priority tickets/issues, with responsibility for the timely documentation, escalation (if appropriate) and resolution of cases within agreed SLA.• Supported Microsoft Outlook 2007 & 2010, troubleshooting delivery issues, SPAM issues, and Webmail access. Also, supported Symantec Enterprise Vault which is the email archiving system implemented when migrated to Exchange 2010.• Supporting and maintaining Polycom Lync Phone Systems and Wireless network.

Melbourne, Australia

Performed the following duties:• Co-ordination of the Network & IT Help-Desk to resolve internal users issues for Lumo Energy (500 users/30 Servers/6 Sites). Provided support to various departments including Sales, Customer Service, Finance, Payroll, HR, Marketing, Trading and Project Management.• Automated the installation of OS and software’s to 500 end-user PCs and Laptops via Symantec Altiris Deployment Solution (v6.9 SP3).• Support of the Server & Desktop environment via phone & remote desktop technologies (i.e., RDP, Windows Remote Assistance & Symantec PCanywhere) providing 2nd & 3rd level support to Network infrastructure, Servers, Users desktops, laptops & PDA’s. Processing & prioritizing incoming helpdesk calls in a timely manner.• Adding and maintaining of user accounts, service accounts, security groups & share within Active Directory 2003.• Supported Microsoft Exchange Server 2003 & 2007, including restore procedure, troubleshooting delivery issues, SPAM issues, Security of the Exchange Server 2003 & 2007 and Outlook Web Access. • Worked on Windows SBS, 2003 and 2008 Servers, performing tasks such as Active Directory maintenance, DNS, DHCP and TCP/IP configuration and troubleshooting, Group Policy implementation and troubleshooting; maintain File Server Access and Printers.• Worked on SQL server running basic SQL queries against the SQL database.• Perform backup and restore procedures of data, Exchange mailboxes and Microsoft system state using Symantec Backup Exec.• Supporting, Configuring and maintaining Nortel Phone Systems for Voicemail & Phone Extensions.• Installing, Administering and Troubleshooting HP, Lanier and Sharp Printers.• Escalated issues to System/Network Engineers and Developers as needed and maintained communication with users and technical team. Extensively used Service desk to track and record issues. Also took escalations from Level 1, Prepared documentation and training materials for Level 1 and End users

Melbourne, Australia

Performed the following duties:• Provided technical telephone support to correct software and hardware problems to end users. Processing incoming helpdesk calls in a timely manner via onsite & remote tools [Microsoft Remote Assistance] maintaining SLA’s.• Supported Microsoft Windows XP Professional and Windows 7 Operating Systems for business including reimaging and reinstallation of the operating system on Desktops [IBM, Lenovo and Dell] and Laptops [HP, Asus and Lenovo]. • Setting up Desktops and Phones for the New Starters. Deployed 200 PC’s to business using WDS.• Have supported Microsoft Office 2003 Professional and Office 2007 Professional on client PC’s.• Perform daily tasks of account management including creating new user accounts, resetting passwords, account lockouts and VPN username and password resets. • Responsible for the repair and maintenance of printers, scanners and hardware.• Supporting Nortel Phone Systems for Voicemail [Creation and Password reset] and Phone Extensions.

Master'S Degree, Microelectronics

Be, E&C

Education record