Ram Pratap

Experience

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  HCL Services Ltd

  Jun 2016 - Jul 2017

  Technical Support Engineer

  • Providing technical Solution to field engineers based on printer technology, Printer Drivers and networking, etc. • Troubleshooting & Maintenance of Printer. • Supervise the work of field engineers.• Manage the pending calls, and try to solve them as soon as possible

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  C I INFOTECH PRIVATE LIMITED

  Feb 2018 - Oct 2018

  Desktop Support Engineer

  • Maintained technical knowledge in networking area, operating system (Server and PC).• Provide remote desktop support for 400 users through Microsoft Lync, Team Viewer, VNC Viewer and Remote desktop.• Support on issues like Errors in Business Applications like MS Office 2010, 2013 and 2016.• Analyzing ticket, Accepting & Given resolutions to User within SLA on tools like Cherwell Incident Management Software.• LAN troubleshooting & WAN Troubleshooting.• McAfee Antivirus Installation &virus detection & removing.• Call logging and repairing, maintaining records of calls on the different Vendors Dell, HP.• Troubleshooting complex technical problem logically.• Supported end trained the users to handle different software application as per requirement.• Domain (AD) User Account unlocks, Password reset.• Basic level troubleshooting on Troubleshooting of issues related to Printers.• Perform Windows installation manually and through the SCCM.• Support on Windows 7 and Windows 10 Enterprise Editions. Show less

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  KARVY INNOTECH LTD.

  Oct 2018 - Sept 2019

  Remote Support Engineer

   As Remote Desktop Support Engineer As IT Compliance Team Member

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  CMS IT SERVICES Pvt. Ltd.

  Oct 2019 - Oct 2021

  Desktop Support Engineer

  As Service Desk Support Engineer Maintain queue of an average of 5-20 ticket resolve per day. Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD. Provide Remote support for laptop and desktop issues through MS Teams, Skype forBusiness and SCCM Remote Tool. Analyzing ticket, accepting & giving resolutions to User within SLA through Service ManagerMicro Focus Ticketing Tool. Management of Active Directory(Adding Hostname, password reset, unlock User account, OU movement) Install, upgrade, support and troubleshoot Windows 7, window 10, Citrix and Microsoft Office 2013, 2016, Office365 other authorized desktop applications. Diagnosing technical issues regarding system hardware and software to get them resolve. Configure and troubleshoot the Network share printer. Participating in all IT operation for giving better service to the end-users. Managing all IT Asset in office and maintain through IT Assets Portal. Maintained technical knowledge in networking area, operating system (Server and PC). Show less

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  HCLTech

  Nov 2021 - now

  Specialist

  Working as a System/Tools Admin. As a part EUC domain, I have the role & responsibility for managing and deploying the client’s requirements and collating the same to extract the benefits out of the tool for reduction in the ticket volume within the project. Using Monitoring Tool Systrack/Nexthink for enhancing the performance of end user machine. Fetching daily Reports from the tool and performing the analysis based on the global issues occurring within the environment. Potential problem tickets on application issues & other environment impacting parameters. Creating proactive Single user Incidents for FSO/SD to resolve the issue at ground level. Managing user groups, sensors, creating configuration & automation enablement. Regular interaction with the client over the progress on the user experience of the complete environment & gathering feedback based on the further plans to reach the expected thresholds.Report creation such as Potential Application analysis, Low Disk space, BSOD, Boot & login, Windows patch & version check& Anti-virus report. Managing end to end activities from gathering reports, performing analysis based on the KPI,s or data points, Providing input to concerned team for troubleshooting & later presenting the same to the client with the monthly or bi-weekly improvements and future plans. Having knowledge of the incident/change management process flow. Software Asset management i.e Procurement and allocation of Software license to end user upon request. Show less