Vivek Malhan

Experience

• 

  Tech Mahindra

  Oct 2019 - now

  Customer Support Engineer-L1

  • Proficient in creating and managing user accounts, groups, and computer accounts in Active Directory, ensuring secure access and adherence to organizational policies.• Skilled in providing timely resolution to IT issues through various communication channels, including calls, chats, and emails, to minimize downtime and maximize productivity.• Experienced in maintaining accurate records of account creation activities and updates, ensuring compliance with auditing requirements and documentation standards.• Knowledgeable in utilizing ticketing tools such as ConnectWise Board, ServiceNow, and Autotask Board for efficient issue tracking, resolution, and documentation.• Committed to delivering high-quality customer support services, exceeding service level agreements (SLAs) and customer expectations.• Proactive in identifying recurring issues and proposing preventive measures to mitigate risks and enhance system reliability.• Collaborative team player, working closely with cross-functional teams to address complex technical challenges and ensure timely resolution of escalated issues.• Adaptable to changing priorities and requirements in a dynamic IT environment, prioritizing tasks effectively to meet deadlines and achieve objectives.• Customer-focused mindset, actively seeking feedback and striving for excellence in service delivery to drive customer satisfaction and loyalty.• Proficient in troubleshooting hardware and software issues across a diverse range of IT systems and platforms, resolving issues promptly to minimize disruptions.• Proven track record of working efficiently under pressure, managing multiple tasks simultaneously, and maintaining composure in high-stress situations.• Strong problem-solving skills, capable of analyzing complex issues, identifying root causes, and implementing effective solutions to restore normal operations swiftly. Show less

• 

  ProVal Technologies

  Apr 2022 - now

  • Strong knowledge of backup solutions including StorageCraft, Datto, Altaro and Veeam, ensuring data integrity and recovery.• Expertise in creating backups in both physical and virtual server environments.• Hands-on experience with storage solutions such as SAN, NAS, and RAID for efficient data storage.• Remote technical support proficiency, providing assistance across various application-specific and end-user computing needs.• Skilled in logging, tracking, and updating tickets across multiple platforms to ensure timely resolution and adherence to SLAs.• Committed to continuous learning and staying updated on the latest features and best practices related to ServiceNow, ConnectWise, Autotask, and other ticketing systems.• Proficient in implementing and managing incremental, differential, and full backup strategies to ensure data integrity and efficient data protection.• Skilled in configuring backup schedules and retention policies for different backup types, optimizing storage utilization while meeting business requirements.• Experienced in performing backup testing and validation to verify data recoverability and adherence to backup policies.• Capable of troubleshooting backup failures and implementing corrective actions to maintain backup reliability and consistency.• Effective communicator, providing clear documentation and instructions for backup procedures and recovery processes.• Collaborative team player, working closely with stakeholders to align backup strategies with business objectives and compliance requirements. Show less • Skilled in monitoring systems using Kaseya to ensure optimal system performance, proactively identifying issues, and taking corrective actions. • Proficient in patch management and ensuring up-to-date systems through timely deployment of patches.• Skilled in managing enterprise-grade antivirus solutions like Sophos and Webroot to maintain system security.• Experienced in troubleshooting RMM agents and resolving software and hardware issues promptly.• Remote technical support proficiency, providing assistance across various application-specific and end-user computing needs.• Capable of conducting patch audits and implementing corrective actions to mitigate vulnerabilities.• Skilled in creating customized reports using tools like Kaseya to provide insights into system performance and security.• Demonstrated ability to manage cloud-based IT management and monitoring solutions effectively in SaaS and on-premises environments.• Managing cloud-based IT management and remote monitoring software solution, in both SaaS and on-premises environments.• Skilled in logging, tracking, and updating tickets across multiple platforms to ensure timely resolution and adherence to SLAs. Show less

  • Windows and Backup Administrator

    Nov 2022 - now

  • Windows System Administrator

    Apr 2022 - now