Hemant Kumar

Experience

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  TAM Media Pvt. Ltd.

  Jan 2010 - Dec 2011

  Field Supervisor

  * Supervised and coordinated daily activities of field personnel, optimizing resource allocation to achieve project objectives.* Guided team members on tasks, techniques, and best practices, ensuring high-quality service delivery and efficient operations.* Analyzed customer feedback on field team performance, adjusting enhance service quality and operational efficiency.

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  TVS Electronics

  Jan 2012 - Jan 2014

  IT support Engineer

  Client - DELL India.* Specialized in providing high-quality technical service for Dell products, ensuring optimal performance and user satisfaction.* Conducted on-site troubleshooting, hardware replacements, and effective communication with Dell support teams to resolve technical issues efficiently.* Installed operating systems and drivers, updated calls through Dell applications, and maintained accurate records for service completion.* Delivered high-quality customer service, enhancing client satisfaction through expertise in software installation and configuration. Show less

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  Regenersis India Pvt. Ltd. ( A CTDI Company)

  Jan 2014 - Apr 2015

  Service Engineer

  Client - DELL India.* Managed Dell onsite projects and a service center, overseeing a team of 20+ field engineers and ensuring high-quality service delivery.* Provided guidance and training for field engineers, managing end-to-end processes for Dell equipment including purchase, supply, installation, dispatch, and transport activities.* Built and maintained vendor relationships for service center and onsite projects, overseeing supply chain activities to support project demands.* Maintained detailed records of assets and stock in compliance with management guidelines using SAP, ensuring optimal stock maintenance and accountability. Show less

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  CMS IT SERVICES Pvt. Ltd.

  Apr 2015 - Jan 2019

  Senior Customer Support Engineer

  Client - South-East Asian Region Office, World Health Organization, Delhi. * Support and Ticket Management: Providing technical and administrative support to senior leadership, including the WHO Regional Director (SEARO), WR India Office, other senior directors, and ministry officials. Attend to support tickets for laptops, desktops, tablets, and workstations, providing Level 2 escalation support across 11 country offices and ensuring prompt resolution within SLA, with daily call reports for management.* Onsite and Remote Assistance: Offer onsite and remote support for regional office users using tools like LogMeIn Rescue and TeamViewer, while raising and tracking requests in ServiceNow.* System Configuration and Maintenance: Perform system migrations, data backups, restorations, and configure systems per WHO standards, including installation of additional software and troubleshooting Blackberry devices, iPads, smartphones, and tablets.* Network and Communication Support: Configure and troubleshoot Cisco IP Phones (models 7945, 8945, and 9971) and conduct basic network troubleshooting, ensuring consistent communication capabilities.* Shared Resources and Outlook Support: Map shared folders, configure local and network printers, and resolve Outlook issues, such as .pst mapping, quota errors, and indexing problems.* Conference and Meeting Support: Provide technical support during international conferences, arranging audio and video conferencing with external countries using platforms like Webex, Polycom, and Cisco. Managing video conferencing vendor teams to ensure smooth, uninterrupted meetings. Show less

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  Paramarsh Informatics Pvt Ltd.

  Jan 2019 - Dec 2023

  Senior Customer Support Engineer

  Client - UNHCR & World Health Organization, Country Office India.* Comprehensive IT Support for UNHCR and WHO: Delivered remote and in-house IT support for UNHCR and WHO, ensuring the functionality of critical telecom and IT assets across multiple field locations and supporting over 100 VIP and VVIP users, including setup and troubleshooting for high-level meetings.* Asset Management and Logistics: Managed inventory and logistics for IT assets to provide continuous support for mission-critical operations across WHO (SEARO) regional offices, ensuring timely asset availability and operational readiness.* Technical Support and Ticket Resolution: Addressed support tickets for laptops, desktops, tablets, and workstations, offering onsite and remote assistance via TeamViewer and AnyDesk, resolving issues within SLA, and performing system migrations, backups, and restorations.* Device, System, and Network Configuration: Configured systems to WHO standards, including installation of essential software and drivers, mapped shared folders, configured printers, and performed troubleshooting for network issues, Outlook errors, and a range of devices (Blackberry, iPads, smartphones, iPhones, and tablets).* Conference and Communication Support: Provided technical assistance for international conferences, including audio and video conferencing with Webex, Polycom, Microsoft Teams, Zoom, and Cisco, ensuring seamless communication across global locations. Show less

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  UNHCR (United Nation High Commissioner for Refugees)

  Aug 2023 - now

  IT Engineer

  * User Support and Assistance: Provide timely support to over 90 users, addressing technical issues, inquiries, and troubleshooting across diverse platforms, ensuring minimal downtime.* System Maintenance and Monitoring: Perform regular maintenance and monitoring of IT systems, network servers, and LAN to optimize performance, reliability, and security.* Documentation and Knowledge Management: Develop and maintain technical documentation, manuals, and knowledge base articles to support efficient problem-solving and user training.* Software and Hardware Installation: Install and configure software applications and hardware, ensuring compatibility, functionality, and compliance with security standards.* Security Compliance and Risk Management: Coordinate cybersecurity initiatives, enforce IT security policies, conduct incident response, assess risks, and enhance staff awareness on best practices.* Telecommunications Equipment Installation: Conduct on-site needs assessment and support installation and maintenance of IP Phones (VoIP), HF/VHF radio systems and network devices for UNHCR in house and field offices, ensuring smooth operations across remote locations.* End-User Training and Guidance: Deliver technical training and workshops to local IT resources and users to improve IT literacy and promote best practices.* Vendor Management and Procurement: Assist in managing procurement processes, including vendor development for ICT-related acquisitions, ensuring alignment with organizational budgets and needs.* ICT Project Level Support: Collaborate with GSD and HQ IT teams on various technical projects, such as system upgrades, migrations, and implementations, providing assistance and troubleshooting as needed to ensure project success. * Field office & Partner location ICT Assistance: Providing comprehensive ICT support services to UNHCR Field Offices, related to hardware, software, and network-related issues to maintain seamless operations. Show less