Vinod D

Email address:dosvinn@gmail.com | Contact number: 9731566511

IT Support Specialist | Service desk engineer

Dedicated helpdesk professional currently providing technical support in a 900+

user environment. Skilled problem-solver able to communicate with users at all
levels of technical proficiency. Troubleshoot, resolve and document user help
requests for desktop, laptop, mobile, network and peripheral problems.

Technical Troubleshooting
System Upgrades &
End User Training
Optimization
Security, Backup & Recovery
Incident management
Expertise: Solutions
Virus Detection, Removal &
Technical & User
Prevention
Documentation
IT Infrastructure & Performance
Relationship Management
Tuning

Technical Summary

Certifications: Microsoft Certified System Engineer (MCSE)

Platforms: Windows, Ubuntu, Mac OS X
Hardware: iPads,MacBook, desktops, laptops, printers, projectors
Applications: Oracle,Service now,SSO,Sharepoint online,SVN, etc

Professional Experience

Data core technologies Pvt ltd | IT Support Specialist, 10/2016 to Present

 Maintain and support systems, workstations, mobile devices, printers and

peripherals; respond to user service requests; and resolve trouble tickets.
Ensure system security for desktop, mobile and cloud environments.
 Closed 95% of trouble tickets on the first call without escalation.
  Commended for quickly resolving complex issues including system crashes,
network slowdowns, connectivity problems, security breaches, virus
infections and more.
 Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average);
consistently logged and monitored ticket status to ensure fast, quality
resolution of every issue.
 Managed incident queue, shared mailbox and incident reports
 Service now user administration, dashboard creation and reporting
 SSO, MFA administration and SharePoint online administration(entry level)

Hewlett Packard Enterprise India Pvt Ltd.| Tech solutions consultant 1

5/2011 to 9/2016

 Provided level 1 and 2 technical support for remote users. Ensured quick
resolution of user concerns and escalated more complicated issues to
helpdesk managers.
 Cut incident callback rate by 12%; used technical, analytical and
communication skills to accurately identify user needs and provide effective
solutions.
 Monitoring critical alerts on servers using HP operations Manager Web
console.
 Managing Email filter(mimecast) and firewall(palo alto).
Administration of client applications like Mobile Iron, Oracle, RSA Secure ID,
WebEx,Skype,LANDesk and Mimecast,crashplan
 Awarded “Star Employee” three times for delivering outstanding technical
support and customer service.

OSS technologies India Pvt Ltd.| Desktop support specialist 3/2010 to

5/2011

 Providing support through phonecalls chats and email to the end users.
 Maintaining and supporting all softwares and related applications.
 Site support activities like Video conference setup, new hire setup, vendor
coordination
 Working closely with infrastructure teams and applications teams to provide
Seamless customer support.
 Creating process flow/data model documents using visio
 Documenting the frequently occurring issues and updating the knowledge
base with the appropriate solution.
 Education & Training

Sikkim Manipal University | BCA

SNMP Moodbidri | Diploma in E&C

Training: IT security training | SFB training| Service now user management

training | Integration tools (IBM cast iron integration and Dell Boomi) basic
trainings