BMC Service Desk
PRATHEEP P
Desktop Support Analyst
Abu Dhabi
Summary
Certified Desktop Support Engineer with strong installation, configuration and troubleshooting background in computers and related peripheral hardware, software and network connectivity. Demonstrates excellent fault-finding skills to resolve customer problems with high degree of technical expertise and timeliness. ITIL V4 and AZURE Administrator AZ-104.
Overview
13
13
years of professional experience
8
8
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Desktop Support Engineer
SEHA - Ambulatory Healthcare Services
Abu Dhabi
03.2021 - 10.2022
- Set up user accounts and workstations
- Respond to and resolve Service Requests and Incidents as per the SLA
- Install computer hardware and software on desktops to keep versions current
- Address user tickets regarding hardware, software and networking.
- Configuring Printers and Scanners in Network Environment
- Active Directory Users and Computers (AD) Management
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
SR. CUSTOMER SUPPORT ENGINEER
GULF COMMERCIAL GROUP
ABU DHABI
02.2017 - 02.2021
- Installed and Provide support to Printers, Scanners, AV systems and other IT Peripherals
- Managed Printing Solutions (MPS) USING MyQ SERVER (CLIENT AND MASTER)
- Promoted purchase of service contracts and warranties by detailing benefits of each to customers.
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
SERVICE ENGINEER
NEW SMART OFFICE AUTOMATION
ABU DHABI
05.2015 - 12.2016
- Installation and service support for MFP and other Imaging Devices.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Increase customer satisfaction by resolving issues as per SLA
- Adhered to safety protocols while installing projectors, displays and speakers.
TECHNICAL TEAM LEADER
WEP SOLUTIONS LIMITED
Coimbatore
10.2012 - 03.2015
- Test, install and set up New Printing Devices and other Pheriperals
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Configuring Printers and Scanners in Network Environment through Remote access.
- Provide Direct and Remote Support for Technical Escalations.
ASSOCIATE CUSTOMER SUPPORT ENGINEER
HCL INFOSYSTEMS LIMITED
Coimbatore
06.2009 - 10.2012
- Configured and installed computer systems and Laptops.
- Installed CCTV systems, Printing systems and Avaya EPABX intercom systems.
- Monitored and repaired audio, video, control systems and video conferencing equipment.
- Adhered to safety protocols while installing projectors, displays and speakers.
- Provided authorized users with technical support and advice regarding proper use and functionality of equipment.
Education
Diploma in Electrical And Electronics Engineering - ENGINEERING - E.E.E
06.2006 - 05.2009
GPA: 78%
First Class with Honor's
S.S.L.C EDUCATION -
06.2001 - 05.2006
GPA: 81.2%
Skills
Remote Diagnostics
Certification
ITIL V4
Technical Skills
· Windows Desktop and Server Support
· Printing Technology
· BMC and other ITSM Tools
· SCCM - System Center Configuration manager
· Networking Technology (LAN, WLAN, VLAN & VNET)
· Cloud Computing: Microsoft Azure
· Virtualization: VM Ware Workstation & Hyper V
Software
MyQ Print Server
SCCM
VM Ware
Hyper V
Microsoft 365
Accomplishments
- Organized and Deployed more than 100 desktops in two days’ time along with printers and other equipment
- Successfully Supporting a site which consists more than 200 workstations with other IT peripherals under High Pressure environment
- BEST PERFOMER of the year 2018 received from GULF COMMERCIAL GROUP
Timeline
Azure Administrator
08-2021
Desktop Support Engineer - SEHA - Ambulatory Healthcare Services
03.2021 - 10.2022
ITIL V4
09-2019
SR. CUSTOMER SUPPORT ENGINEER - GULF COMMERCIAL GROUP
02.2017 - 02.2021
SERVICE ENGINEER - NEW SMART OFFICE AUTOMATION
05.2015 - 12.2016
TECHNICAL TEAM LEADER - WEP SOLUTIONS LIMITED
10.2012 - 03.2015
ASSOCIATE CUSTOMER SUPPORT ENGINEER - HCL INFOSYSTEMS LIMITED
06.2009 - 10.2012
Sakthi Institute of Technology - Diploma in Electrical And Electronics Engineering, ENGINEERING - E.E.E
06.2006 - 05.2009
GKN HSS - S.S.L.C EDUCATION,
06.2001 - 05.2006
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