My Work Experience
Aditya Birla Capital Limited
Desktop Support Engineer (14 Jan 2025 - Present)
Ticketing & SLA
Managed 400+ tickets per month through BMC Remedy. Ensured timely resolution within SLAs both remotely and onsite, improving support efficiency and user satisfaction.
OS & Server Management
Installed, formatted, and repaired Windows operating systems and Microsoft Server. Handled BIOS updates and disk partitioning for optimal system performance.
User Data & Profiles
Performed backup and restoration of user profiles during upgrades or system reinstallations to prevent data loss and ensure continuity.
Software & Application Support
Installed and troubleshot MS Outlook, Office 365, and various business applications critical to day-to-day operations.
Security & Compliance
Installed and configured Zscaler, Forcepoint, Trellix, and SentinelOne to ensure compliance and protect endpoints from threats.
Network Configuration
Configured proxy settings, DHCP, DNS, and performed full SCCM cycles for effective network operations and patch management.
Remote Access
Provided remote support using Quick Assist and BMC Remote Tools, enabling fast and secure resolution of issues without physical presence.
GPO & Account Management
Applied Group Policy updates using gpupdate; managed user accounts, access permissions, and domain membership via CMD and admin tools.
Hardware Lifecycle
Diagnosed and replaced faulty hardware components while maintaining documentation and compliance with IT standards.
Awdiz IT Services
Technical Support Engineer (1 Jan 2024 – 31 Dec 2024)
First Level Support
Remotely diagnosed and resolved user system issues, acting as the first point of technical contact.
OS & Server Installation
Installed and formatted Windows and Microsoft Server operating systems for clients and end-users.
Antivirus & Security
Updated and maintained antivirus software to ensure optimal endpoint security.
User Profile Backup & Restore
Performed critical data backup and user profile restorations during transitions and reconfigurations.
Domain & Workgroup Management
Configured and managed system domain memberships and local workgroup settings.
Hardware & Software Support
Handled system-level and application-level support including installation and troubleshooting.
Remote Access
Used remote tools to resolve technical issues without onsite intervention.
Microsoft Outlook & Office 365
Installed, configured, and troubleshot Outlook and Office 365 for efficient email and collaboration services.
System Administration
Executed BIOS configuration, disk partitioning, DHCP and DNS setup, and GPO management.
User Management
Created and deleted user accounts, set permissions, and managed profiles for employees.
Application Troubleshooting
Diagnosed and fixed application-level issues impacting end-user productivity.