1. 1
Always eager to learn new technologies and I will attempt to bring my knowledge into the practical. My aim is to
become a blooming technical consultant and deliver good services.
To prove myself a valuable resource to the team as well as the enterprise so as to climb up the growth hierarchy by
leaps and bounds while maintaining the harmony and reputed the enterprise
Professional Experience: -
Educational Qualification :-
• Senior Secondary Examination
(12th
) Passed from U.P Board.
• Higher Secondary Examination
(10th
) Passed from U.P Board.
• Graduation from Jhansi
University U.P.
• MCP Microsoft Certification
Professional August 2010.
Technical Experience :-
• Sr. Technical Support Engineer
(NOC)
• Technical Support Engineer (NOC)–
• Remote Support Engineer –
• Desktop Support Engineer –
• Support Engineer (Software
Installation & deployment)
Applications and Tools Usage :-
 Kaseya Automation
 Server Monitoring
 RSA Console
 Share Point
 Call Analysis App.
 Event Viewer
 IIS 6.0
 SQL Server job activity monitor
 Salesforce
 WebEx
 OD AD Console

2. 2
Rsystems International Ltd. [18 March 2013 –Till Date]
R Systems International Limited
[CMMI & PCMM Level 5 Company]
C – 40, Sector – 59, Noida – 201 307, U.P. (India)
T: (+ 91) 120-4303500 I
Web: www.rsystems.com
KRA
Working as a SME (Subject Matter Expert) “NOC” with Rsystems International ltd. I am responsible to monitor client
servers & network and cases which created by worldwide customer related of application, servers and network. Work on
customer cases & monitor network to provide 24*7 supports as per SLA and monitoring Kaseya tools for server and
Network devices & Dashboard and escalate to UK and US IT to resolve as soon as possible.
ROLES AND RESPONSIBILITIES
• Monitoring more than 100 customer’s servers and application servers worldwide through Nexidia Dashboard &
Kaseya tool on remote servers and support customers with help of WebEx and Agent viewer for server’s services
and Network devices for server health & server status then troubleshoot the problem.
• Continuous Monitoring of different types of alert for Windows servers, like Server offline alerts and disk storage
alerts.
• Continuous Monitoring of Call volume reports generated by Speech analytics tool (ESI 11.1) and the database
connectivity alerts.
• Checking config.XML files, dumb files and log files for ESI (10.1) and finding the exact error.
• Opening a Trouble Ticket over the Salesforce for any faults reported and follow up to escalation.
• Accurate & timely creation, updating and completion of all Trouble Tickets.
• Checking all Trouble Tickets to ensure accuracy and completeness.
• Fetching the monitoring reports of different clients worldwide, analyze those reports and opening tickets and
inform to on call engineer.
• Discussing alerts with client over con call and making strategies to minimize the frequent issues.
• Provide prompt and regular feedback to on call Engineers in US in relation to on-going issues.
• Assisting NOC members with escalated cases.
• After receiving the alerts in order to maintenance, diagnose the issue and follow the Level 1 troubleshooting.
• Checking the databases status in SQL server 2005 and 2008.
• Responsible for SQL server jobs, what are jobs are failing, checking the history and follow the level1
troubleshooting in order to check the job history and restarting the job.
• Responsible for resetting the Secure ID tokens of the users using RSA console.
• Monitoring and Maintaining of servers and workstation through Kaseya Tools to escalate on site engineer for
multiple issue on “SALES FORCE PORTAL”.
•
• Monitoring Dashboard as defined by Nexidia for ONDEMAND & ONPRIMISES Customers like “COMCAST
CORPORATION, TIME WARNER CABLE, VERIZON COMMUNICATION(WIRELESS), TALK TALK, AMERICAN
AUTOMOBILE ASSOCIATION, BLUE CROSS BLUE SHIELD, JETBLUE AIRWAYS CORPORATION, HP, Google,
Assurent health and more 100 to analysis the case and work on case as per SLA.

3. 3
• Consulting with customer related of issue that one he raised ticket in SALES FORCE PORTAL and then work on
case and work on call troubleshooting and remote troubleshooting with help of multiple remote tools Like
“KASEYA, WEBEX, AGENT VIEWER, LOGMEIN, and AMMY-ADMIN, as extra.
• Manage user permission and roles on AD server and add new user and provide permission as per customer
requirement for different- 2 Domain.
Team Computers P. LTD [23 May 2011 –28 Nov 2012]
Team Computers Private Limited
[PCMM Level 3 Company]
1 Mohammadpur near Bhikaji Kama Place New Delhi 110066 India
T: (+ 91) 11-42004200 I
Web: www.teamcomputers.com
JOB PROFILE
Working as a NOC Support Engineer with Team Computers Pvt Ltd. Team is an IT service provider company. I am
responsible to analyze and resolve the call raised by Team client also responsible for preparing reports as per client
requirement.
ROLES AND RESPONSIBILITIES
• Work as Technical Support Engineer for support my client over phone call and remote.
• Installation, configuration and troubleshooting of Windows Server 2003, 2008, Windows XP, Windows 7
• Installation & deployment Kaseya server for server customization.
• Installation of Blade server on client environments and complete project as per the deadline. (Era Group)
• Expertise on Blade server for installation and Basis Troubleshooting
• Monitoring and Maintaining of servers and workstation through Kaseya Tools.
• Anti-virus installation and updating the virus definition file with help Kaseya.
• Manage user permission on Server fort AD with help Kaseya also.
• Using Connect wise Ticketing tool to manage tickets SLA type.
• Asset Management, Inventory Management, Software Deployment, Security Management O.S up gradation,
Remote support, monitoring, script testing and make a new script on KSERVER on Kaseya tool and customize
Kaseya server as per requirement by client.
• Support my Organization client for service through Remote and solve all problem ASP By remote and also
support My R.E engineer for technical support and troubleshoot related of software and windows problem by
remote for example – windows, outlook MS office and more software Kaseya.
Allied Digital Services Ltd [30 April 2010 – 06 May 2011]
Allied Digital Services Ltd
Unit No. 211, 2nd Floor, Shivai Industrial Estate, Behind Bata Showroom, Sakinaka, Andheri - East. Mumbai |
T: (+ 91) 22-28561234 I
Web: www.alliedindia.com
JOB PROFILE
Working as a Desktop Support Engineer with Allied Digital Services Ltd . as a Customer service provider IT company. I am
responsible to analyze and resolve the call raised by customer.

4. 4
ROLES AND RESPONSIBILITIES
• Installation, configuration and troubleshooting of Windows Server 2003, 2008, Windows XP, Windows 7
• Anti-virus installation and updating the virus definition file.
• Outlook problem and all software are troubleshooting on client side or through Remote.
• Responsible for the IT infrastructure Taking care of Desktop/Laptop Operating System and LAN Troubleshooting
calls, including Printer Problems, Rights Assignment, User Administration, File Sharing and Ghosting
• Responsible for managing Software’s Hardware Laptop & Hardware Replacement and troubleshooting.
• Support To Client By remote Multiple Mailing client and also many software troubleshooting like as Citrix, MS
outlook, Oracle, Lotus, Google apps, SQL,
• Responsible for taking care of escalation mails and calls.
• Installation of Blade server and configure on client environments and monitor console.
• Expertise on Blade server for installation and Basis Troubleshooting (Maruti Suzuki)
• Perfect in solving the problems of Outlook client installation, configuration and troubleshooting. Creating
Archive, Replication, out of office and different types of Agents.
• Taking care of different type troubleshooting on Client side by remotely for NOC Support.
• Providing support on different applications such as MS-Visio, MS Project, SQL, Citrix Client, Oracle. Photoshop,
AutoCAD, Toed Outlook, Visual studio, Exceed. ERP software.
• Co-coordination with all the vendors for any kind of hardware and software that need in the office.
• Remote Support and take Backup in user system by remote and also troubleshoot application remotely and also
give full satisfaction in our side in user.
• Responsible for taking care of escalation mails and calls.
• Perfect in solving the problems of Outlook client installation, configuration and troubleshooting. Creating
Archive, Replication, out of office and different types of Agents.
PERSONAL DETAILS
• Father’s Name : Mr. Badluram Prajapati
• Date of Birth : 17th
June 1990
• Sex : Male
• Nationality : Indian
• Marital Status : Single
STRENGTH:-
1. Self-motivated.
2. Responsible.
3. Hard Working.
LANGUAGE KNOWLADGE:-
1. HINDI
2. ENGLISH

5. 5
HOBBIES:-
1. Watching cricket.
2. Listen music.
Place: New Delhi (Signature)
Rakesh Kumar

6. 5
HOBBIES:-
1. Watching cricket.
2. Listen music.
Place: New Delhi (Signature)
Rakesh Kumar