Summary
Overview
Education
Timeline
Skills
Work History
Additional Information
Generic
Rajesh Kumar

Rajesh Kumar

Dubai

Summary

A result-oriented individual with progressive and results driven IT experience who thrives on challenges and drives positive change. Outstanding work ethics and commitment to team achievements. Comprehensive knowledge of Desktop support, Backup servers, Service Now and Microsoft Office products. Excellent analytical and problem- solving skills. Currently seeking an opportunity as an IT support professional in an esteemed organization where I can use my experience and problem-solving skills to grow and succeed.

Overview

4
4
years of post-secondary education
5
5
years of professional experience

Education

B. Tech - undefined

SRM University
08.2011 - 05.2015

Timeline

IT Support Specialist

Alpha 55 Co LLC
02.2022 - Current

IT Support Engineer

Mindtree Limited
06.2021 - 12.2021

IT Support Engineer

HCL Technologies
09.2018 - 06.2021

B. Tech - undefined

SRM University
08.2011 - 05.2015

Skills

Backup and recoveryundefined

Work History

IT Support Specialist

Alpha 55 Co LLC
Dubai
02.2022 - Current
  • Provide day to day technical support to branches and internal users on software/hardware complaints
  • Handles the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including emails, pcs, operating systems, hardware, software, mobile devices, peripherals, and office equipment
  • Diagnosed and troubleshooted the system and network problems and provided solutions for hardware and software faults
  • Maintain daily backups of the users and data on backup server
  • Provide friendly, timely and high-quality IT support to our internal and remote team of over 300+ users
  • Administration of google apps for enterprise for all users including troubleshooting
  • Created user accounts, edited user account information, reset user passwords and removed access to the network utilizing active directory
  • Created and managed email distribution lists, managed users and added/removed users to/from email groups exported/imported pst files using exchange admin Center
  • Enabled forwarding of user emails to the desired person using Microsoft Exchange admin center
  • Windows 10
  • Advanced
  • User credential management
  • Advanced
  • Desktop support
  • Advanced
  • Technical Support
  • Advanced
  • Active Directory
  • Advanced
  • Languages
  • English
  • Advanced
  • Hindi
  • Intermediate
  • Tamil
  • Advanced
  • Managed user mailbox size and increased mailbox size using Microsoft Exchange admin center
  • Peripheral installation/support (LAN/local printers, card readers, scanners, etc.)
  • Managed new user onboarding training and off- boarding including accounts creation and security access levels
  • On average there were 5 to 10 new users being on-boarded during peak growth
  • Responsible for monitoring Service Now and BMC
  • Remedy help desk ticketing system and timely resolution of end user issues hardware and software requests
  • Constantly working on documentation updates and special projects as assigned by the IT manager
  • Maintaining the inventory of all users and user machines
  • Manage Biometric Access control & Attendance system
  • Hands on experience in Windows Active Directory
  • Management of O365 applications
  • Handling high priority tickets within SLA's
  • Updating the tickets while closing with proper solution/steps taken to resolve the issue
  • Support after office hours for planned down time / critical issues
  • Escalate issues in a timely manner according to
  • Standard Operating Procedure.

IT Support Engineer

Mindtree Limited
Chennai
06.2021 - 12.2021
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues
  • Provided 1st line technical support, answering support queries via ticketing tool, phone, and email
  • Maintain a high degree of user service for all support queries and adhere to all service level agreements
  • Respond to inquiries from clients and help them resolve any hardware or software problems
  • Remotely connect to customers utilizing Team
  • Viewer or Any Desk to resolve any issues
  • Developed and maintained end-user self-service trouble-shooting reference manual allowing users quick solutions to common issues which resulted in reduction in service desk requests
  • Configuration and management of Outlook
  • OneDrive, and applications
  • Managing and monitoring production Environment
  • Monitoring server health, performance, and capacity of systems
  • Install and manage Windows OS
  • Install and manage Network/Local Printers
  • Providing L1/L2 support for issues raised within the environment
  • Analyze and provide root cause analysis for incidents raised
  • Hands on knowledge of monitoring tools like PRTG and SolarWinds
  • Handling high priority tickets within SLA's
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

IT Support Engineer

HCL Technologies
Chennai
09.2018 - 06.2021
  • Provided 1st line technical support, answering support queries via ticketing tool, phone, and email
  • Responsible for server backups using Veritas
  • NetBackup
  • Monitoring daily backups and server status
  • Configuring policies, backups, and storage units
  • Hands-on experience with tapes and tape drives
  • Hands on experience with Service now
  • Restoring data as per Business requirement
  • Monitoring Tape libraries
  • Handling high priority tickets within SLA's
  • Troubleshooting backup related issues occurring during operations
  • Updating tickets while closing with proper solution/steps taken to resolve issue
  • Track record of increasing responsibilities in application management, system analysis / development and full life cycle project management
  • Hands on experience in Rubrik technology.

Additional Information

  • Additional Information Driving License - Issued in UAE .

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