Currently working as Basic Server Hardware support engineer supporting all Dell PowerEdge servers

-Currently working as L2 Engineer, providing technical support. -A team player with impressive communication & analytical, problem solving & interpersonal and management skills.-Providing IT Support throughout the world for Servion Global Solutions employees (Global Support). Ensuring patch level and hot fixes are updated in all servers and in client machines.-Responsible for second-level support for all application and hardware related issues.-Providing Level-2(Laptop and Desktop) support on issues dealing with-Outlook, Network (LAN and Wireless), Password reset, Admin rights, Domain, VPN, Application, Voice and Mobility, Hardware and network related issues.-Work experience on ticketing tool-BMC Remedy.-Well versed with Incident\Problem\Change Management.-Taking ownership and managing customer cases and customer expectations effectively and professionally. Communicate clearly and precisely with customers to determine expectations for resolutions and provide workarounds to product defects.-Responsible for root cause analysis and contributing knowledge and updated information to maintain the Training manuals for Level-1 Analyst.-Knowledge on Jenkins monitor, SOAP UI, Putty, Remedy Service Management and other business tools.

Providing IT Support throughout the world for CISCO internal employees (Global Support). Ensuring patch level and hot fixes are updated in all servers and in client machines.Responsible for second-level support for all application and hardware related issues.Prepared and maintained documentation of technologies, standards and procedures.Configuring, installing, support desktop and laptop, handheld devices, printers, monitors, portable data storage devices, and other general peripherals.Relocating IT equipment including desktop computers, printers, monitors, meeting devices, and other general peripherals. Re-imaging desktops and laptops, as needed and deployed new equipment’s to clients. Retrieving equipment from departures that needs to be re-imaged, reassigned, and updated in inventory. Configuring IT devices for secure operation, including installation of security software, software updates, and other configurations as required and Connecting and configuring IT devices to use computer networks.Diagnosing hardware and software failures, communicating the remediation plans to client’s, and provide status updates. Desktop maintenance, including inventory and security maintenance, including virus updates and patch management. Providing virtual assistance sessions such as Windows Remote Assistance and Apple Remote Desktop. Tracking and updating the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and within time constraints. Responsible for root cause Analysis and contributing knowledge and updated information to maintain the Training manuals for Tier-1 Analyst. Maintaining a professional attitude and appearance providing excellent client service at all times, to include and maintain a good work ethic and assisting other analysts when needed. And supporting continuous improvement in the process and quality of the operations.

Job Profile:Providing technical support throughout the world for Halliburton employees (Global Support). Enterprise Support to user via Voice calls, Emails, Web tickets and Chats.Decision making with respect to cases depending on priority and urgency. Troubleshooting and issue resolution on common IT issues. Assisting user's remotely by performing the necessary troubleshooting steps as per KB articles.Experienced in Handling IMACD/ Service request issues.Provided Level-1(Laptop and Desktop) support on issues dealing with-Outlook, Network (LAN and Wireless), Password reset, Admin rights, Domain, VPN, Application, Voice and Mobility, Hardware and network related issues.Detailed and clear documentation of the issue and troubleshooting done/ action taken in resolving or escalating the case to higher level of support team. Engaging Escalation Desk person and other senior members of the support team for resolution / root cause analysis (RCA).Work experience on ticketing tools- HP Service Manager and BMC Remedy.Client Relationship Management-Updating clients on recent outages (both scheduled and short-term Outages) and work around. Educating Client’s on regular back up, latest hotfixes, updates and self -help tool. Experienced in handling Apple computers,MAC OS and application related issues with MAC computers.

1. Desktop, Hardware, Software installation and maintenance. Remote desktop assistance.2. Enterprise support to employees via self-service cases. Providing technical support for all internal employees of Superseva services Pvt Ltd