sathish kumar
Analyst IT Support at Net Connect Global Pvt Ltd
- Bangalore, Karnataka, India
- sathish2kps@gmail.com
- +91 99622-47063
Dedicated Desktop Support Engineer with 9 years of experience, proficient in troubleshooting hardware and software issues, enhancing system performance, and providing exceptional customer service to ensure user satisfaction.
Experience
Analyst IT Support
Feb 2024 – Oct 2024
- • Good knowledge of MS Outlook configuration and troubleshooting • Good knowledge in using ITSM ticketing tool • Implementing Remote desktops tools (Dame Ware & Gen control) • Good communication skills • Good experienced in troubleshooting desktop and laptop issues
- • Expedited resolution of 20+ user-reported IT incidents daily
- adhering strictly to established Service Level Agreements (SLAs) and minimizing downtime for remote users across diverse geographic locations. • Assigning incident and service request to concern team • Network level 1 support • Os installation and software troubleshooting • Asset Maintaining
- Handling O365 office issue
- Remote Support given to Remote location users
- End user support
- Expedited the resolution of 20+ user-reported IT incidents daily while adhering to SLAs which significantly minimized downtime for remote users across diverse geographic locations.
- Strategically assigned incident and service requests to appropriate teams ensuring efficient problem-solving and a remarkable boost in user satisfaction.
- Delivered comprehensive level 1 network support that resulted in enhanced system performance and a marked reduction in user frustrations.
- Executed operating system installations and thorough software troubleshooting leading to substantial increases in functionality and productivity for end-users.
- Managed IT assets with precision and effectiveness to sustain operational excellence and greatly reduce overhead costs.
Senior Desktop Support Engineer
Nov 2022 – Jan 2024
- • Expedited resolution of 20+ user-reported IT incidents daily
- adhering strictly to established Service Level Agreements (SLAs) and minimizing downtime for remote users across diverse geographic locations. • Assigning incident and service request to concern team • Network level 1 support • Os installation and software troubleshooting • Asset Maintaining
- Provided expert technical support and troubleshooting for end-user desktop systems, resulting in a _30% decrease in ticket resolution time._
- Streamlined onboarding processes by developing comprehensive documentation for new software installations, which led to an _improved onboarding experience and reduced training time by 15%._
- Implemented and maintained remote desktop management tools, enhancing system security and enabling _a 40% faster response to system issues._
- Conducted regular training sessions for staff on emerging technologies and software updates, fostering _a culture of tech-savviness that increased productivity by 10%._
- Collaborated with cross-functional teams to optimize desktop deployment strategies, achieving _a significant reduction in costs and enhancing overall system reliability._
Senior Customer Support Engineer
Jun 2018 – Feb 2022
- • Oracle data guard
- shareplex server monitoring and data backup using net vault • Assign Monitor and complete H/W calls tickets mail tickets and oral requests • Maintaining desktop asset details in proper documention • Working according to user’s Ticket request SLA’s • Installing and Troubleshooting Ms.Outlook 2007 to Outlook 2016 • Preparing Daily report and assigning work to the floor engineer • Provide phone support and diagnostics to remote users using remote software. • Troubleshooting Hardware
- Os related issues and Level 1 network support
- Monitored Oracle data guard and Shareplex servers while executing data backups with NetVault, resulting in enhanced data integrity and availability.
- Managed and resolved hardware call tickets via email and verbal requests, leading to improved response time and user satisfaction.
- Maintained accurate desktop asset documentation, which contributed to efficient inventory management and reduced operational downtime.
- Executed user ticket requests in alignment with established SLA timelines, ensuring consistent service delivery and user support quality.
- Provided remote phone support and troubleshooting for hardware and OS-related issues, achieving rapid issue resolution and improved user productivity.
System Engineer
Jan 2013 – Sep 2016
- • Installation and configuring laptops and desktops • Working according to User’s CPMT requests SLA’s • Installing all company approved softwares • Taking care of remote users in and around Chennai • Managing desktop assets and events in proper documentation. • Applying and updating patches to the desktops. • Supporting First Level of Network activities. • Vendor coordination in case of server and desktop hardware failure. • Supporting the user' remotely in different location using Ms lync • Worked In ITSM ticket tool
- Installed and configured laptops and desktops to enhance user productivity and ensure seamless operational functionality, resulting in reduced downtime and improved user satisfaction.
- Managed User CPMT requests according to SLA standards to ensure timely resolution of issues, leading to increased efficiency and user trust in IT support.
- Oversaw installation of company-approved software across devices to maintain compliance and security protocols, contributing to a more secure and productive work environment.
- Provided remote support to users throughout Chennai using MS Lync, which allowed for quick issue resolution and maintained business continuity.
- Coordinated with vendors for server and desktop hardware failures to facilitate prompt repairs, ensuring minimal disruption to operations and maintaining workflow efficiency.
Customer Support Engineer
Oct 2011 – Mar 2012
- Python
- AI
- JavaScript
- Managed key relationships with regional support vendors for equipment maintenance and disaster recovery services, resulting in enhanced service delivery and operational efficiency across the organization.
- Provided remote support to all branches in the South Region of India, achieving quick resolution of technical issues and improved user satisfaction.
- Maintained Avira Antivirus 10.0 Enterprise Edition, ensuring optimal security measures and protection of systems against threats.
- Troubleshot hardware, network, and operating system problems, leading to minimized downtime and sustained productivity among staff.
- Installed, configured, and maintained network printers, facilitating seamless printing capabilities and effective resource management.
Desktop Support Engineer
Jan 2010 – Apr 2011
- Python
- AI
- JavaScript
- Resolved end-user issues using the Remedy Tool, resulting in enhanced user satisfaction and reduced downtime.
- Implemented remote desktop tools (DameWare & Gen Control) to improve accessibility and streamline support operations.
- Configured MS-Outlook for users, leading to increased communication efficiency and productivity.
- Installed and troubleshot printers and I/O devices, ensuring seamless functionality and minimal operational disruptions.
- Deployed Windows XP and Windows 7 using RIS Server, achieving faster system rollouts and cost-effective management of client systems.
Desktop Support Engineer
Aug 2008 – Aug 2009
- Handled 200 plus users
- Os installation
- Trouble shooting hardware and software issues
- End user support
- Network L1 support
Hardware Engineer
Jul 2007 – Jun 2008
- Troubleshooting Computer hardware issues
- Os installation
- Ms Outlook configuration
Projects
Project 1
- React
- HTML
- CSS
- Mention key responsibilities that match the project description. Include explanatory phrases which includes why, how, where and how tasks are performed. Example: Managed a team of 5 sales reps to deliver monthly business targets.
- Mention measurable impact or results you helped deliver. Focus on the outcome of tasks. Example: Modified customer service support system to reduce complaints by 10%.