Robin K Joseph

Experience

• 

  Dell Technologies

  Oct 2010 - Jul 2011

  Technical Support Engineer

  DELL | Bangalore | October 2010 – July 2011 | 8 MTechnical support Engineer L1● Worked as a level 1 Technical Support Engineer at DELL US consumers PC business unit.● Job role: supporting Customers with desktops hardware, laptops hardware and network hardware issues.● Engage in Operating system, System software and Applications software related troubleshooting.

• 

  Hewlett Packard Enterprise

  Jul 2011 - May 2014

  Technical Support Engineer

  Hewlett Packard Global Soft Ltd. | Bangalore | July 2011 – May 2014 | 2Y 10MTechnical support Engineer L1● Joined Hewlett Packard as a level 1 Technical Support Engineer in IPG department (imaging and Printing Group) under a commercial business unit.● Job role: Troubleshooting Enterprise level printers and scanners which include configuring the network and standalone printers/scanners. Configure print servers. ● Troubleshoot printer/scanner drivers, firmware and printer software suite. ● Troubleshoot printer and scanner hardware defects.Technical support Supervisor L1.5• Got promoted as Level 1.5 Supervisor for the excellent knowledge and contribution to the team.• As level 1.5 I provided technical support for level 1 employees on Consumer printers/scanners for hardware and software. Also assisted level 1 with appropriate hardware dispatches Show less

• 

  NetConnectGlobal

  May 2014 - Jul 2015

  Technical Support Engineer

  Netconnect PVT LTD | Bangalore | May 2014 – July 2015 | 1Y 2M IT System Engineer L1 (IT helpdesk)● Joined Netconnect for a contractual Project for TATA CONSULTANCY SERVICES as a level 1 IT System Engineer for Pricewaterhouse Coopers.● Job role: Handle almost all IT major aspects of IT infrastructure. We handle desktops, laptops and networking.● Support all major OS and application software.● Provide enterprise backup solutions for PCs.● Assist on security solutions under MacAfee endpoint encryption consoles for PCs.● Assist on procurement of Smartphones and troubleshooting on hardware, software and network related queries.● Have a good knowledge on MobileIron for smartphones and tablets.Subject Matter Expert (IT helpdesk)● Got promoted as SME for Google Enterprise Product Support for PriceWaterHouse Coopers● Job role: Handling a team of 15 associates.● Support Google Mail, Drive (docs, sheets and slides)● Provide real time floor assistance on escalations and immediate research.● Handle onshore calls for SLA and emergency issue resolution. Show less

• 

  Tata Consultancy Services

  Jul 2015 - Jan 2017

  Subject Matter Expert for Google Apps

  PwC US SD IT System Engineer L1 (IT helpdesk)● Joined as a level 1 IT System Engineer for Pricewaterhouse Coopers after resuming permanent role at TATA CONSULTANCY SERVICES.● Job role: Handle almost all IT major aspects of IT infrastructure. We handle desktops, laptops and networking.● Support all major OS and application software.● Provide enterprise backup solutions for PCs.● Assist on security solutions under MacAfee endpoint encryption consoles for PCs.● Assist on procurement of Smartphones and troubleshooting on hardware, software and network related queries.● Have a good knowledge on MobileIron for smartphones and tablets.Subject Matter Expert (IT helpdesk)● Got promoted as SME for Google Enterprise Product Support for PriceWaterHouse Coopers● Job role: Handling a team of 15 associates.● Support Google Mail, Drive (docs, sheets and slides)● Provide real time floor assistance on escalations and immediate research.Handle onshore calls for SLA and emergency issue resolution.PwC AUS SDIT System Engineer L1 (IT helpdesk) & Subject Matter Expert● Got an opportunity to travel to Sydney Australia twice for PwC AUiT project Transition.● Job role: Handle almost all IT major aspects of IT infrastructure. We handle desktops, laptops and networking.● Support all major OS and application software.● Support Google Cloud suite of products.● Provide enterprise backup solutions for PCs and their upgrades.● Assist on security solutions under MacAfee endpoint encryption consoles for PCs.● Conducted Service Desk associate level product training.● Assist on procurement of Smartphones and troubleshooting on hardware, software and network related queries.Have a good knowledge on MobileIron for smartphones and tablets. Show less

• 

  Amazon Development Center Poland

  Jan 2017 - Aug 2021

  • Network Support Engineer

    Mar 2020 - Aug 2021

  • Incident Manager

    Nov 2017 - Mar 2020

  • IT Support Engineer

    Jan 2017 - Nov 2017
• 

  Twilio

  Sept 2021 - now

  Incident Commander