Ravi Tech Support

Management, RCA & Ticket Analysis for deskside scoped equipments.
• To support/trouble shooting the local servers and network devices with the help of Network and
Servers team remotely. Adept at Ping & Tracert Analysis,
voice infrastructure at deskside level, capturing AD GP test outputs for analysis, troubleshooting DNS
resolution errors, use of net commands, IP config etc. & maintaining Hub room and Data Center
Structured Cabling.
• Hands on experience on End user computing like Desktops, Laptops, Hard Phones, Wifi devices, etc. on
both Hardware & Software aspects. o Hardware – expertise in replacing motherboard, SMPS, RAM, Laptop LCD Screen, Laptop keyboard,
Avaya hard phone config. Video Conferencing equipments etc. o Software- OS level troubleshooting in Win 7 & Win 10, MS Office 2013 & Above package, Outlook
config, Skype For Business, One Drive, Softphone, Antivirus troubleshooting, HDD to HDD Imaging /
Ghosting, Printer, Scanner, Bio Metric, Data Encryptions, VPN troubleshooting, Wifi Config, Video
Conferencing. Firmware updates for deskside equipment like Cisco & Avaya phones.
• Evaluate scenarios to effectively capture & recommend inputs to help make decision on process
exceptions
• Trouble shooting & co-ordination for high impact/severity 1/2 issues & communicating real time
updates to the BRC team.
• Hands on experience on IT Support / IT Operations & End to end IT Service Delivery, Shift
Management
• Supporting onboarding New Accounts, managing Ramp Up & Ramp Downs, Account Movements.
• Manage BCP testing & failover by completing/coordinating checkouts on the floor.
• Ensuring compliance and security for the site. Maintaining systems compliance and audits as per COPC,
ISO 27001 etc. standards & ensure 100% contract compliance
• Hands on handling of IT Ticket resolutions on ITIL based framework, maintaining systems compliance
and audits to ensure 100% contract compliance.
• Raise change requests with supporting artifacts as defined in the process.
• Installation of PGP encryption software on all the desktop/laptops to ensure compliance.
• Achieving and Maintaining high IT VOC scores from operation teams.
• Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment.
• Excellent Team Management, Team Motivation & Development skills