1. Jayanta Sen
A-1, Greenfield Apartments,
6th Cross,
Vignan Nagar,
Bangalore – 560075.
senjayant@msn.com
: +91 97407 99229
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OBJECTIVE
Looking for challenging growth oriented positions in the fields of Technical Support, IT/Hardware Support,
Installation/Licensing Support.
SUMMARY
 Cross domain experience in IT/Hardware troubleshooting Microsoft Windows 98/Windows XP/Windows
Vista/Windows 7/ Windows 8, Technical Support Desktop computers/Laptops/Printers and Training.
 Core competencies include design, implementation and support of VMware Desktop (x86) Virtualization solutions
involving VMware Workstation, VMware Fusion, VMware Player, VMware vCenter Converter, basics of vSphere -
setup and configuration, best practices and troubleshooting along with Installation/Licensing Support.
 Adept in analysing system information, needs, evaluating end-user requirements, custom designing solutions,
troubleshooting complex environmental and systems management scenarios and issues.
WORK EXPERIENCE DETAILS
 MathWorks India Private Limited, Bangalore
Designation: Senior Customer Support Representative
Duration: May 2014 – June 2016
Responsibilities include:
 Providing MATLAB/Simulink Installation & Licensing support to customers in India, Australia & New Zealand
over the phone, email & WebEx remote sessions.
 Installation/Activation/Licensing of MATLAB/Simulink products on Individual/Standalone computers with
Microsoft Windows, Apple Macintosh OS X & Linux operating systems.
 Installation/Activation/Licensing of MATLAB/Simulink products over the network, including Server & client
machines.
 Installation/configuration of FlexNet License Manager software on the server machine for network based
licenses.
 Troubleshooting client software communication failure with the License Manager installed in the server, over
the network.
 Delivered training sessions on MATLAB/Simulink Installation & Licensing to external & internal customers.
 Creating reports on the inbound support requests(SalesForce tickets) filed by customers for number of cases
closed, resolved, case age/duration to be presented to the management.
 Analysing the case audit reports along with the management to improve on process & quality parameters.
 Collaborate/work with the Sales team closely, to deliver MATLAB/Simulink Installation & Licensing
presentations to end users/customers.
 Handling customer escalations on Installation & Licensing issues to provide quick/concrete resolution.
 VMware Software India Private Limited, Bangalore
Designation: Technical Support Engineer
Duration: January 2010 – March 2014
Responsibilities include:
 Providing support for EUC customers on VMWare EUC Product line.
 Responding to customer inquiries, primarily by telephone and e-mail.
 Resolving customer technical issues through diligent research, issue reproduction and troubleshooting.
 Working directly with other technical support staff, quality assurance, engineering, sales, marketing,
operations, and administration to resolve problems.
 Documenting all technical enquiries, developing and reviewing content for knowledge base(KB) articles.
 Helping test alpha and beta products.
Work profile:
 Initially I was in the Licensing Support Team of VMware-Global Support Services.
 Worked on VMware software licenses – Desktop & Infrastructure/Datacenter products.

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 Troubleshooting various licensing issues raised by the customers via the VI-Hotline.
 Generating & registering missing product licenses, providing product contract support & assigning different
license administrator roles on the products support contracts.
 I was in the Technical Support team, troubleshootingtechnical issues with VMware Workstation for Windows
and VMware Fusion for Apple Macintosh OS X via phone, email and remote assistance.
VMware Workstation for Windows
 Troubleshooting installation errors in the Windows OS by manual clean-up/registry editing.
 Creating custom virtual machines(Windows/Linux) by adding specific virtual hardware as per customers’
needs.
 Setting up networking within the virtual machines using Bridged/NAT protocols.
 Setting up file/printer sharingbetween the Windows Host & Guest virtual machines over wired & wireless
networks.
 Troubleshooting network/internet failure issues within the Windows virtual machines.
 Converting Windows physical machines to virtual machines(P2V) usingVMwarevCenter Converter.
 TroubleshootingvCenter Converter P2V failure& configuration issues.
VMware Fusion for Apple Macintosh OS X
 Installation/patching of VMware Fusion in Mac OS X.
 Troubleshooting installation errors in Mac OS X.
 Creating Mac OS X virtual machines within VMware Fusion.
 Configuring Mac hardware peripherals into the virtual machines.
 Setting up networking within the Mac virtual machines usingBridged/NAT protocols over wired & wireless
networks.
 Configuring file/printer sharing within Mac virtual machines over the network.
 Troubleshooting network/internet issues within the Mac environment.
 I have also filed bugs with VMware Workstation and VMware Fusion reported by customers, to the
engineering/development team and driven them to fixes with patches in the maintenance releases of the
same.
 Filing software bugs included identifying the specific software component causing the issue, collecting the
necessary support log data, setting up the repro environment, documenting the errors and finally presenting
all the data to the engineering team.
 I have also identified the need, authored and successfully published troubleshooting/informative Knowledge
Base(KB) articles on the softwares for both internal & external customers.
 Provided relevant feedback on the existing KB articles after reviewing them at regular intervals, in line with
new product upgrade/update release cycles.
Mindriver Information Technologies Private Ltd., Bangalore
Designation: Senior IT Support Analyst, Client Location - ALCATEL-LUCENT
Duration: April 2009 – January 2010
Responsibilities include:
I was deputed at the Alcatel-Lucent office as a Senior IT Support Analyst with the Global IT Helpdesk for IT support
assistance to their employees globally.
 I was a part of the Global IT Helpdesk team.
 Raised trouble tickets for various technical issues reported by the employees.
 Performed troubleshooting over the phone on Windows software issues related to LAN, OS, Active Directory,
VPN, MS Office, SAP/ORACLE password resets.
 Troubleshooting all kinds of hardware issues on laptops/desktops including wireless networking, file & printer
sharing on both wired/wireless networks around Windows environment.
 Assisting with grooming the L1 analysts regularly in order to transition them into production successfully.
Dell International Services, Bangalore
Designation: Technical Support Expert – US Consumer Tech Support
Duration: November 2004 – March 2009

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Responsibilities include:
I have provided technical support to Home & Small Business customers across USA on desktops, laptops & wireless
networks for Windows XP, Windows Vista and Windows 7 operating systems over phone, email & remote sessions.
 Mentored my team in the absence of L2/TL on the floor.
 Providing weekly data on job tools utility motivating the hygiene metrics of the team.
 Prepared presentations for technical training modules as and when desired by the entity.
 Troubleshooting all kinds of hardware issues on laptops/desktops including wireless networking, file & printer
sharing on both wired/wireless networks around Windows environment.
 Troubleshooting problems within Windows XP/Media Center, Windows Vista and Windows 7 on bluescreen and
installation errors.
 Setting up of wireless routers for internet/intranet connectivity, configuring them with other computers and
printers with WEP/WPA security.
 Providing extended support on 3rd party hardware/software as per customer requirements for installation and
configuration of the same.
 Troubleshooting extensively on wireless networking issues including resetting of wireless routers, changing
security keys, modifying router settings for advanced connectivity with multiple devices.
CADD Centre, New Delhi
Designation: Group Leader – Mechanical/Technical Support Executive
Duration: March 2001 – July 2004
Successfully handled both In-House & Corporate trainings,whileservingatCADD Centre TrainingServices & Software
Solutions,New Delhi.
Corporate Clients included:NIFT, ENGINEERS INDIA LTD., BORDER ROADS ORGANISATION, NHPC, BHARAT
ELECTRONICS LTD., JAMMU & KASHMIR BANK LTD., NTPC, CESSELAC SHREDDER, NATIONAL DAIRY DEVELOPMENT
BOARD, JK TYRES, IIT- KHARAGPUR, SWARAJ MAZDA, VOITH SEIMENS, INTERCONTINENTAL CONSULTANTS &
TECHNOCRAFTS LTD., APEX LEVEL TELECOM TRAINING CENTRE (BSNL), DRIPLEX WATER ENGINEERING SERVICES,
INDIAN NAVY (DSP).
 Supported the sales team by givingdemonstrations and presentations on various softwareand related hardwa re
duringtheir promotional campaigns.
 Handled installationsand troubleshooting atvarious clientsites acrossNorthern and Eastern India.
 Created product demonstrations,presentations and trained the clients’team related to technical support
activities for software& related hardware.
 Being a Group Leader I was responsible for recruitment of technical staff for my organization by conducting both
personal & technical interviews followed by systematic induction and training.
PROFESSIONAL CERTIFICATIONS
VMware Certified Associate – Data Center Virtualization
VMware Certified Associate – Workforce Mobility
VMware Certified Associate – Cloud
EDUCATIONAL QUALIFICATIONS
Bachelor of Computer Application: Regional Institute of Technology & Science(2008) Mumbai
Diploma in Mechanical Engineering: S.R.M. Polytechnic (1999) Chennai
H.S.C: Prince Matriculation Higher Secondary School (1997) Chennai
Matriculation: Prince Matriculation Higher Secondary School (1995) Chennai
ITIL Foundation 2011(v3)