Givendren Raju

• ❖ Worked as Level 1 Technical Engineer
• ❖ Respond to requests for technical assistance via phone, chat, or email.
• ❖ Maintain customer service-oriented attitude while working with clients.
• ❖ Review and resolve proactive alerts.
• ❖ Perform a variety of maintenance tasks as required, such as diagnosis of problems, patching and capacity management.
• ❖ Researching, diagnosing, troubleshooting, and identifying solutions to resolve or to escalate reported issues.
• ❖ Provide coaching and guidance to team members on technical troubleshooting and investigation.
• ❖ Perform Windows and Azure administration tasks, such as: manage and implement GPOs.
• ❖ Manage virtualized environments, including VMware vSphere or Microsoft Hyper-V, to ensure efficient resource utilization and smooth operation of virtual machines.
• ❖ Configuring and managing Azure virtual machines.
• ❖ Handling high severity tickets.
• ❖ Monitored and updated the tickets on a regular basis.

❖ Worked as Level 1 Technical Engineer

❖ Respond to requests for technical assistance via phone, chat, or email.

❖ Creating and Managing user accounts and Profiles, giving permissions to the users in Active Directory and exchange.

❖ Provide access, modify access to the shared drive.

❖ Work regularly with Office 365.

❖ Maintain customer service-oriented attitude while working with clients.

❖ Install, modify, and repair computer hardware, software, and cell phones.

❖ Participates in the installation, configuration, and upgrade of computer hardware and software.

❖ Records detailed incident descriptions in the call tracking system and follows up to resolve issues, ensuring customer satisfaction.

❖ Provides management notifications for all critical system issues that are impacting the business.

❖ Troubleshoot network related issues.

❖ Handling the network tickets from the network Orion alert.

❖ Providing 2nd level desktop support to end-users in troubleshooting and resolving application and hardware related issues.

❖ Serving as the point of contact for customers seeking technical assistance over the phone, through email or in person in a managed services environment.

❖ Providing customers with support for corporate owned assets (primarily workstations, laptops), which will include basic help desk support up to advanced troubleshooting. This position involves troubleshooting workstation, networking, storage, issues on a variety of platforms.

❖ Installing and troubleshooting the operating system. (Windows 7, 8, 10 and MacBook).

❖ Upgrading computer systems based on client requirements like Software installations and hardware equipment changes.

❖ Installation and troubleshooting of different client application software like Citrix,

VPN, VMware, and Remote connectivity.

❖ Troubleshooting and configuring the issues related to office 365, office 2010 like Outlook, Skype for business, word, excel and other applications.

❖ Handling technical related issues and Coordinate with various Teams and giving

Support for Server level and Network level issues.

❖ Installing, Updating and troubleshooting Symantec Endpoint Protection.

❖ Handling the escalations from the clients.

❖ Answering calls from the end user and solving the issue.

❖ Take in charge of the issues that are provided by the user in Email.

❖ Assist the Chat Team when the Chat console is spiked.

❖ One of the EA club members in HP.

❖ Done troubleshooting of IT related problems from in-house software to hardware, such as Laptops, PCs and Printers

❖ Receiving, logging and managing calls from Users via telephone, Webchat and email

❖ Troubleshoot basic network issues.