Working with J, KUMAR, INFRA PROJECT LTD. In( Delhi Metro Rail Corporation ) as an IT Senior Help Desk Support Analyst (Manager) from September 2014 to till date • IT services and systems for assigned departments and/or facilities in support of corporate and local business objectives. Provide on-site second level technical assistance and resolution of IT related problems. Ensure contribution to and implementation of corporate IT standards and systems• Provide hands-on and remote ERP user support for an assigned territory via phone, email, and in person for all assigned technical issues• Install new and/or expand existing personal computer based systems and peripherals• Troubleshoot, test, and diagnose hardware and software problems for desktops, laptops, blackberry’s, printers, phones and phone accessories, and conference room equipment for end-users• Conduct general network administration support/maintenance in accordance with corporate standards and provide general support to Systems or Network Administrators• Track and monitor problems to identify recurring trends; research and document resolution for future response• Coordinate complex problem resolution with next level of support.• Provide hardware and software training and support to end-users.• Monitor and upkeep assigned datacenter(s) and computer room(s).• Provide backup support as needed.• Escalate issues to 3rd level support and/or hardware and software vendor as needed.• Perform all duties in accordance with safety rules and regulations.• Perform other duties as necessary.• Excellent interpersonal and customer service skills.• Strong analysis and troubleshooting skills.• Ability to prioritize tasks according to severity of problem.• Excellent organizational, multitasking and analytical skills.

• Provide technical support on system, network and all the applications installed on the OS.• Handle User Sap support calls in a timely and accurate manner.• Maintain problem documentations and their resolution procedures for reference procedures.• Plan and complete daily assigned tasks within deadlines. • Maintain confidentiality and security of company documents and Users• Providing first level technical support to customers.• Ability to convey technical solutions in a clear and concise manner. • Installing and configuring computer, Laptops hardware systems and IT software. • Undertaking analysis, diagnosis and resolution of client problems via phone, e-mail & face to face contact.• Quickly responding to customer enquiries and concerns.• Escalating unresolved problems to other support staff.• Taking ownership of problems and tracking them to a successful conclusion. • Raising & maintaining incident tickets and problem records.• Continuously reviewing performance against Service Level Agreements.• Analyzing call logs to spot trends and underlying issues.• Producing documentation and reports to a high standard.• Testing and evaluating new technology.• Setting up new users' accounts and profiles and dealing with password issues.• Monitoring IT network to ensure availability to all users• Support Sap, Pastel, LANs, WANs, network segments, Internet, and intranet systems.• Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smart phones, software deployment, security updates and patches.• Retail systems Support - Hardware and software.• Strong knowledge of Windows server/client operating systems, PC hardware and local area networking.• Excellent customer service and interpersonal skills, Customize and configure System Application modules• Managing the Technical Division of the company

• Good understanding of business process flows and how the systems support them. Ability to apply existing solution pattern to slightly different problems as it relates interdependencies/interactions among system components and how things work end to end to support the business.• Monitoring Computer generated checklists both manually & in the Computer database.• Developing and maintaining knowledge of all retail software installed in our current client base• Troubleshooting and repairing software and hardware issues• Performs other duties as assigned.• Microsoft Active Sync.• Good understanding of Microsoft Active Directory.• Hands-on experience of using Exchange, Webmail and Remote Desktop• Provide troubleshooting and configuration support for client desktop and networking environment.• Working on Active Directory accounts, configuration of Blackberry’s, & laptops. • Providing technical support via helpdesk systems for a wide range of internal & external applications.• Responsible for supporting: Windows XP/Vista/Windows 7/ Office 2003 and 2007, Windows Server, Small Business Server 2003/2008, Active Directory Management Exchange 2003/2007, Blackberry, Pastel, Sap Ultisales, Server/Windows Mobile, Backup products, Anti-Virus products, DNS/DHCP, TCP/IP, Ethernet, • wireless router and Firewall Configuration• Manages user accounts, rights, and security for retail domain.• Troubleshooting PC’s, laptops and mobile devices. • Providing 1st/2nd/3rd line support to users.• Supporting users and network administrators over the telephone and by email.• Ability to be clear & concise when explaining technical procedures to customers.• Manage the Day-to-Day overall functions consisting of depth knowledge and practical experience in Pastel Accounts Package• Strong knowledge of Microsoft-based operating systems (2000, XP, Vista, Windows7,Windows8)

• 1st, 2nd and 3rd level hardware/software Help Desk support to 570 end users in a Law Firm environment• Contract for Chevron assisting in the migration from Windows XP to Vista• Migrated user data from old hardware to new hardware• Desk side support for immediate needs and escalated issues as necessary• Dell, Compaq, HP, IBM, Panasonic, Outlook/Exchange Server• Managing the Technical Division of the company• Train Desktop, Helpdesk, End-Users & Managers to use/support hardware/software• Staged hardware for daily deployments• Supported persons both locally and remotely• Unlocked Active Directory and third party accounts• Used remote assistance program, Desktop Authority• Assist and resolve with help desk troubleshooting with local and remote users• Add and remove accounts from local active directory• Provide preliminary help desk assistance to prospective clients over the phone• Managed the entire IT infrastructure• Review and Introduction of new products and plans• Applications and Utilities: Verities back up, MS-OFFICE, Pastel; Tally accounting, Access control system Miscellaneous: _ Maintenance, troubleshooting and repairs of PC Hardware and Photocopiers.• Standardization of Service level management system• Configured and performed troubleshooting• Maintained WAN and VPN connectivity between the U.S and Botswana• Server support for UNHCR Novel Netware• Internet and online based problems• Handling all the users queries• Complains and solving that in the required time• Excellent verbal/written communication skills• Work well independently or as part of team• Familiar with pc and Laptops configuration and repair• Adept at hardware/software maintenance

• Retail PC- based hardware/software knowledge,• Excellent communication and negotiation skills to set and meet deadlines on technical aspects of projects• Experience with retail and Ecommerce highly desirable.• Experience with general retail systems; point-of-sale system experience, preferred• Solid working knowledge of PC hardware and all Microsoft/Windows operating system platforms• Assembled and installed a wide array of computer systems, workstations, and peripheral hardware• Hardware and software installations and provided high-level customer technical support• Operating Systems: Windows 2000 Professional, Windows 2000/2003 Server• Windows NT Server & Workstation• Troubleshooted and resolved desktop support issues• Configured and installed new Microsoft and Macintosh systems• Maintained the up to date operating procedures inside the IT department• Performed off hour help desk support• Created user accounts and managed access control of desktop and Network applications• Worked with hardware and software dealers to confirm well-timed product delivery• Maintained hardware and software record• Windows 9x/ME/XP• Troubleshooting the Microsoft Office suite of applications (Outlook, Word, Excel, PowerPoint - versions to 2003)