S ARUN KUMAR
Chennai
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
8
8
years of professional experience
Work History
Senior IS Helpdesk Technician
Trimble Information Technology Pvt Ltd.
08.2019 - Current
- Answered incoming calls, chat and emails at helpdesk to assist customers with basic support, bug fixes and configuration issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Explained technology-related issues in understandable terms to users.
- Installed and configured operating systems, applications via Pixie boot and patched via SCCM.
- Managed Active directory users, Groups and user account management.
- Worked with Applications team on projects related to user profile management, windows patch update management activity, BitLocker administration.
- Hands on experience in troubleshooting OS related issues, Office 365 Account, Okta MFA and group management, Solarwinds Monitoring, G suite Management.
- Established a knowledge base of common issues, enabling faster resolutions and empowering customers with self-help resources.
- Contributed significantly to exceeding SLA targets consistently while maintaining high-quality service standards.
Customer Support Engineer
Fourth Dimension Technologies Pvt Ltd.
06.2018 - 07.2019
- Associated with IT Infrastructure Support.
- Provided technical assistance on-site or remotely depending on client needs, ensuring swift issue resolution and minimal downtime.
- Create & manage user accounts, email IDs and assign permissions in Active Directory.
- Maintain Production Servers, Monitoring Logs, CPU, Memory and Disk utilization.
- Initiate data backup on File server, administering DHCP Server VLANs and analyze malware scan reports.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
Consultant
CMS IT Services Pvt Ltd.
05.2016 - 02.2018
- Associated with L1 & L2 Support (EUS).
- Computer hardware troubleshooting.
- Installed, configured and maintained computer systems, network connections and application support.
- Performed preventive maintenance to avoid business interruptions.
Education
Bachelor's Degree in Information Technology -
Rajiv Gandhi College of Engineering And Technology - Pondicherry University
Puducherry, India2015
Higher Secondary in Computer Science -
Vailankanni Matriculation Hr. Sec. School
Puducherry, India2011
Secondary School Certificate -
Petit Seminaire Matriculation Hr. Sec. School
Puducherry, India2009
Skills
- Support Ticket Management
- IT Service Management (ITSM)
- Application support
- Diagnostics and troubleshooting
- Azure Active Directory
- Azure Intunes, Autopilet
- JAMF, MECM/SCCM
- G Suite
- Office365 Admin
- Tools: JIRA, ServiceNow, OTRS
Technical Certifications
- ITIL Foundation Certificate in IT Service Management (9980065499413448)
- Cisco Certified Network Associate (CCNA) in Routing & Switching (Cisco ID: CSCO12852885)
- Hardware and Networking Professional Certification
Personal Information
- Date of Birth: 09/29/93
- Marital Status: Married
Timeline
Senior IS Helpdesk Technician
Trimble Information Technology Pvt Ltd.
08.2019 - Current
Customer Support Engineer
Fourth Dimension Technologies Pvt Ltd.
06.2018 - 07.2019
Consultant
CMS IT Services Pvt Ltd.
05.2016 - 02.2018
Bachelor's Degree in Information Technology -
Rajiv Gandhi College of Engineering And Technology - Pondicherry University
Higher Secondary in Computer Science -
Vailankanni Matriculation Hr. Sec. School
Secondary School Certificate -
Petit Seminaire Matriculation Hr. Sec. School
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