Shiv Kumar Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney

Sydney, Australia

 Working with a large client base in a managed IT services environment providing technical support to users about their hardware, software and usage related issues. Primarily working with Windows Server and client environment performing tasks like installing new / rebuilding existing servers and configuring hardware, peripherals, services etc. in accordance with standard and operational requirements. Applying Operating system updates, patches and configuration changes. Create, modify and delete domain user accounts and performing password resets as per requests using Windows Active Directory. Creating mailboxes, Distribution Lists and mail contacts in MS Exchange. Managing file permissions and access to network resources using domain group policies. Installing and configuring network printers and troubleshooting any issues related to them. Setting up new computers (Laptops and Desktops), adding them to domain and testing their functionality before handing them over to end users. Replacing faulty hardware components on Laptops and Desktops. Troubleshooting issues related to Microsoft Windows and Microsoft Office suite. Performing diagnostics and troubleshooting of network and internet connectivity related issues for wired and wireless connections. Logging issues in the call logging tool and updating/resolving them in a timely manner in order to meet the service level agreements of each client. Create and maintain documentation related to system configurations, mapping and known issues and sharing the findings with other team members. Using monitoring tools to find problems on servers and resolve and/or escalate them to next level and work with them in fixing critical issues.

Bangalore , India

 Primarily working on various HP Storage products and technologies and helping Enterprise level clients in resolving hardware issues with Disk and Tape Libraries. Understanding Clients equipment setup in a data center and analyzing the various components and factors related to the setup to get to the root cause of the problem. Generating Support tickets/Logs of Storage Libraries, servers and doing an in-depth analysis of the same to resolve an issue. Performing Firmware and software patch upgrades on client equipment’s and ensuring proper functionality of all the devices. Educating clients and providing them information about the best practices to be followed to keep their products running properly and giving them best level of performance. Working with Client data center administrators and answering their queries about latest hardware products and suggesting them solutions as per the business requirements of the client. Working on latest storage technologies like LTO5, LTO6, Virtual Tape Libraries (VTL) and Virtual Library Systems (VLS). Providing technical support on hardware issues related to latest Enterprise level online and offline storage devices. Constantly working with customers on complex issues related to Storage Area Networks (SAN) and Network Area Storage (NAS). Working with clients using remote management interface to check for any critical or warning events and providing resolution for the same. Directly communicating with customers and gathering information from them by relevant probing and time to time follow-up on the issue. Meeting the set targets for various performance matrixes designed to keep a check on monthly, quarterly and yearly performance. Attending several training sessions from time to time in order to enhance the technical skills and familiarizing with latest technologies.

Mohali, India

 Supported clients in installing new Desktop/Laptop computers and also helping them in setup of additional components and peripherals like printers, scanners fax machines etc. Configuration of client’s equipment to connect to the internet via modem/DSL Router. Troubleshooting on internet related applications such as email clients, web browsers and also helping customers in setting up email clients like Outlook, Windows Livemail etc. Providing Technical support for setting up and configuring Wired and Wireless Networks. Setting up Peer-to-Peer networks for data and resource sharing by connecting multiple computers on network and setting up and managing router configurations. Configuring Wireless networks and also setting up the network security and firewall and troubleshoot any network related issues. Helping clients in re-installing Operating Systems, Drivers and other third party software’s and assuring full functionality of computers and all its components. Diagnose any hardware or software failures using different diagnostics tools like Citrix Go-To-Assist and Dell hardware diagnostics to identify the exact cause of issue and then providing appropriate and quick resolution. Recommend changes to improve systems and network configurations, and determine hardware and software requirements related to such changes. Gather data pertaining to customer needs, and use the information to identify, interpret and evaluate system and network requirements. Maintaining logs related to technical issues and troubleshooting steps used to fix the issue for future references. Also analyzing logs to spot common trends and underlying problems. Research and learn new technologies and implement it or recommend its implementation to clients. Resolving issues related to user account passwords, virus infections on systems and software conflicts due to any third party software’s.