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Sorabh Mangal
7/23 Montrose Street, Quakers Hill, NSW-2763
Mob: 0424187086
Email Address:Sorabh_mangal@yahoo.com
Languages: English/Hindi
Australian Citizen
IT Skills Matrix
TECHNOLOGY SKILL LEVEL
Microsoft Windows Server 2003 Installation, Configuration & Troubleshooting Advance
Microsoft Windows Server 2008 Installation, Configuration & Troubleshooting Advance
Microsoft Windows Server 2012 Installation, Configuration & Troubleshooting Advance
Microsoft Active Directory Services Configuration & Troubleshooting Advance
Blackberry Enterprise Server Installation, Configuration & Troubleshooting Advance
Windows XP & Windows 7 Installation, Configuration & Troubleshooting Advance
SCCM 2007/2012 Managing, Configuration & Troubleshooting Advance
VERITAS Net Backup 6.5 Managing & Troubleshooting
Intermediate to
Advance
Tandberg Video-Conferencing Managing, Configuration & Troubleshooting
Intermediate to
Advance
Microsoft Group Policy Managing, Configuration & Troubleshooting
Intermediate to
Advance
Symantec Endpoint Protection Managing & Troubleshooting Intermediate
MSCRM 4.0 Knowledge Intermediate
Microsoft Exchange Servers Managing & Troubleshooting Intermediate
System Center Data Protection Manager
(SCDPM)
Managing, Configuration & Troubleshooting Intermediate
Pure Disk Backups Managing Basic
Monitoring Tools - CA Spectrum / Nimsoft Managing & Supporting Basic
HP Procurve Switch Knowledge, firmware update Basic
VMWare ESXi 4/5.x Servers Administration Managing, Configuration & Troubleshooting
Intermediate to
Advance
Microsoft Hyper V virtualisation Managing, Configuration & Troubleshooting
Intermediate to
Advance
Microsoft Azure Cloud Computing Knowledge Basic
IT Education Matrix
TECHNOLOGY ATTENDANCE LEVEL
Master in Information System Course Completed from Central
Queensland University
Masters
Diploma in Advance Computer
Hardware and Networking from Jet
king, India
Course Completed Degree
8913: Applications in Microsoft
Dynamics CRM 4.0
Course completed from Advance
Training
Certified
8912 :Customization and
Configuration in Microsoft Dynamics
CRM 4.0
Course completed from Advance
Training
Certified
Active Directory: Troubleshooting Course Attended At Microsoft 3 days Workshop
Windows 2003 Course Attended At Microsoft 5 days workshop
Windows 2008 Course Attended At Microsoft 5 days workshop
ITIL V3 Course Completed Certified
A+ Certification Online Course completed from
CompTIA
Certified
MCSA : Windows Server 2012 Course Completed Certified
Career Objective
I am a highly motivated individual and team player who will continue developing in the IT environment where I can
contribute and use my leadership skills, technical knowledge and experience in the best possible method. I have
excellent time management skills that enable me to constantly meet targets and deadlines. With strong customer
service skills, I have assumed leadership roles in the workplace. I possess the enthusiasm that inspires colleagues to
deliver high quality results, a sense of humor that keeps the atmosphere a little relaxed. A quick thinker and problem
solver, I handle tight situations well.
Personal Skills
• Excellent time management skills
• First-rate communication and presentation capabilities
• Dependable team worker and demonstrated leadership skills
• Ability to work with different levels of employees/management
• Excellent conflict resolution and negotiation skills
• Comfortable with both a routine and non-routine environment
• A quick learner and problem solver
Career History
UXC Connect /CSC Company– IT services and Solutions Provider (Managed Services)
July 2014 - current
Responsibilities/Duties: Infrastructure Support Engineer Wintel/VMware, Managed Services Group.
• Provide Level 3 technical support onsite/remote location either by telephone, email or remote display.
• Managing customers infrastructure remotely for SNSW, Shell, Virgin, Hudson, Dulux, Repco, Viva , Transport
NSW
• Administration and maintenance of Windows 2008/2012 servers in single forest, multiple domain structure
and multiple sites configured for Active Directory, Group Policy, DHCP and DNS.
• Responsible for Build, configure and deploy VMs and templates. Completed Physical-to-Virtual (P2V), Virtual-
to-Virtual (V2V) and Virtual-to-Physical (V2P) migration of Windows 2003, 2008, and 2012, Windows Cluster
from VMware ,Hyper –v and Microsoft Azure
• Responsible for Collecting, analyzing and verifying information to configure and/or integrate new
infrastructure and/or software upgrades in existing networks and systems according to customer
requirements, working with the Project Manager, testing teams and on-site resources.
• Raising change requests, following up on escalated incidents, monitoring Service levels and
identifying/initiating new projects under the ITIL framework.
• Liaising with third party vendors to address product support issues.
• Negotiate timeframes for solution implementation with clients and updating clients in progress during problem
resolution.
• Escalate process or project improvements to relevant parties within the organization in order to enhance the
current use of products or reduce incoming call volume.
• Responsible to Create and maintain documentation and written articles to support all business activities.
• Implementation of project activities to on board new technology into BAU.
• Problem-solving mentality leveraging internal and/or external resources, where and when needed, to achieve
the best outcome for the customer and for the organization (i.e. think through workarounds; evaluate risk of
various deployment options, etc.)
• Responsible to Design and create "Wintel Infrastructure Report" - a monthly report produced for the
customer which contains top 10 most alarming servers and recommended actions, P1 and P2 cases for the
month, disk utilization servers and capacity information
• Anticipate, mitigate, identify, troubleshoot, and resolve problems (Ability to fully deconstruct and analyze
Complex issues) through Incident management.
BT Financial Group – Westpac
April 2014 – July 2014 – Project Work
Responsibilities/Duties: Working as Second level desktop support officer
• Active team member of BTFG Desktop Project Team for rolling out win 8 for 2000+ End users.
• Deployed new operating system and applications using configuration manager (SCCM2012)
• Migrated users profile and documents from old laptops to new Lenovo Helix tablets, carbon & x240
• Managing all escalated technical issues and working with the end user to ensure all issues are resolved and
business is operating normal
• Responsible to manage and maintain Asset database (AMDB) for all the old returned laptops.
• Providing IT Support (BAU) to 3000+ Internal Employees ensuring smooth running of all aspects of IT.
Wallenius Wilhelmsen Logistics – Sydney
June 2013 – April 2014
Projects Accomplished: Working as Asst.Service Delivery Manager / Technical Support Officer –
Service Delivery
• Lead the Deployment of Lync in the entire Oceanic region.
• Deployed Symantec mobile management agent across Oceanic region.
• Lead the hardware refresh project in the Oceania Region Analyzed the Asset inventory across the company
and discussed and decided the best models with Dell and with senior management. Negotiated with Dell, and
rolled out the new laptops and desktops. Also created and deployed new corporate images using SCCM.
• Played a key role in rolling out Mobile phone applications (Ms Lync, Cisco any connect, and cisco jabber)
across Region Oceania.
• Member of testing team for SCCM 2012
• Helped Set up a new office at New Castle, which involved full network setup (building new servers, install
printers, machines, Wi-Fi ,getting a new Internet connection, getting new Phone system, integrating the new
office with our existing network)
• Deployed new hardware
• Project completed to upgrade their current asset management register.
Responsibilities/Duties: Working as Technical Support Officer – Service Delivery
• Identifying areas where processes and/or service levels can be improved and formulating a plan of action to
implement or achieve these improvements.
• Provide vision and strategy for improvements - Responsible for identifying areas for continuous
Improvement opportunities as per ITIL.
• Striving to provide systems that meet customer requirements given the diversity of customer needs and the
changing nature of these requirements.
• Managing all escalated technical issues and working with the end user to ensure all issues are resolved and
business is operating normal.
• Managing Global helpdesk and ensuring all tickets logged are taken care of within agreed SLA.
• Manage end to end procedures and provide infrastructural solutions for any ad hoc strategic complication
• Accountable for initiating projects to introduce new products and processes for effective productivity – Bar
code Scanners, etc.
• Responsible for identifying areas for continuous improvement opportunities
• Responsible for delivery, implementation and operation of roadmaps and strategy.
• Responsible for the management, coordination and communication of Critical Incident plans and status
through the Technical Support, Sales, Customer Teams and other stakeholders
• Prioritizes work among all constituencies
• As a member of the team, will develop SOPs to be followed for all critical incidents
• Manage relevant vendors and all 3rd party engagements
Woods Bagot Pty Ltd - Sydney
October 2007 – June 2013
Projects Accomplished: Working as IT Support Analyst/Asst. Helpdesk Manager
• Lead the Windows 7 rollout project in my company for 500+ users Asia-Pacific & America. Seamlessly
migrated all the machines to the new OS.
• Helped Set up a new office in Los Angeles, which involved full network setup (building new servers, printers,
machines, Wi-Fi ; getting a new Internet connection; getting new Phone system; integrating the new office
with our existing network)
• Rolled out office communicator to the entire company’s BB devices. Setup the new BAS Server from scratch.
This improved the efficiency in communication technology and promoted our ways to more productivity.
• Lead the Telecom project of rolling out new Voice/data/BB plans to entire Australia. Negotiated best suited
plans with Telecom provider and saved huge amounts by changing the existing plans.
• Lead the hardware refresh project in the Asia-Pacific & America. Analyzed the Asset inventory across the
company and discussed and decided the best models with Dell and with senior management. Negotiated with
Dell, and rolled out the new laptops and desktops. Also created and deployed new corporate images.
• Played a key role in migrating the Datacenter from one location to another and ensuring all the devices are
working as expected
• Upgraded firmware for all the HP Procurve switches across the company.
• Helped in preparing budget for the entire IT infrastructure and for APJ site office requirements.
Responsibilities/Duties: Working as IT Support Analyst/Asst. Helpdesk Manager
• Providing IT Support to 500+ Internal Employees over Asia pacific and America ensuring smooth running of
all aspects of IT
• Building, monitoring and supporting Servers (2003/2008), Desktops (HP, Dell, Lenovo), laptops (Dell,
Lenovo) (32bit and 64 bit) and printers (Hp, Fuji Xerox, Toshiba).
• Performing Network maintenance i.e. Capacity Planning, Hotfixes, Service Packs, Rollups and
• Security Updates , Backup and Restore Testing
• Configuring and Deploying Images, software, security updates via SCCM 2007
• Configuring and supporting TANDBERG’s Video Conferencing.
• Helped in installing and deploying MS Office communicator which is integrated with our Avaya phone and
Exchange and Video conferencing
• Planning, building, implementing and supporting Microsoft Windows Servers (2003 & 2008), in both physical
and virtual server environments within the Woods bagot infrastructure
• Migrating servers, users and computers from Server 2003 to 2008.
• Setting up testing labs and kiosk computers with VMware ESX 4
• Proficient in Active Directory (creating, modifying, deleting access) and Exchange 2007
• Providing BlackBerry support and managing, updating BES server.
• Supporting OCS- Office Communication server 2007
• Configuration and supporting all applications on Win XP and Windows 7.
• Managing Microsoft CRM i.e. Adding users and setting up roles
• Creating / Maintaining documentation such as Detailed Designs, Implementation and Test Plans, User
Guides and Support Manuals
• Performing backups and restoring data – Via Symantec Netback up 6.5
• Providing In-house Application support to all internal and offsite Users
• Training and mentoring of new IT staff members
TeleTech – Sydney
August 2004 – September 2007
Responsibilities/Duties: Was working as 2nd Level Technical Support - Telstra
• Supporting 1st level CSRs to assist BIGPOND users with their Desktop and Laptop problems.
• Assisting in the Technical Troubleshooting for MS Office, Outlook Express, Web mail, Broadband/Dial-up
setup and other additional services provided by Bigpond.
• Helping un-resolvable issues by the 1st level representatives by effectively using a wide variety of
applications, software and hardware.
• Providing detailed problem diagnosis and resolution for all Microsoft Applications (Office, Windows 2000/
XP/ Win7/ Vista, Outlook 2000-2003 and networking applications.
• Troubleshooting issues related to Anti-virus, Spam, and Security.
• Taking ownership and resolving technical problems by following up with the representatives.
• Focusing on everyday issues through proven communication skills.
• Training new and old staff on new products and applications. Helping with Refund policy &Procedures and
maintained records for future.
• Monitoring SLA/KPI and performing Real Time Monitoring (RTM).
• Solving escalated issues and performing general IT Duties
• Understanding and action the overall systems environment, such as system maintenance, workstation
support, Internet connectivity and security services, as well as the specific products in use.
• Maintaining and updating high level of product knowledge in order to provide the best solution
VCustomers services India Pvt. Ltd ,India
October 2002 – June 2004
Responsibilities/Duties: Was working as Senior Technical Support Engineer for Hewlett Packard (HP) Account
• Providing 2nd
level Technical/Customer Care support to all HP/Compaq users of United States (Pavilion,
Desktops, Desk Jet and All in One printers)
• Responding to users queries regarding various HP peripherals by working in a team and providing dedicated
support to end-users.
• Assist other team members and management with tasks as required
• Installation, maintenance, including the configuration and replacement of internal and external components –
motherboards, processors, memory, video cards, modems etc
• Providing Product Information and identifying hidden agendas by working on HP event Management system
(WWCCS) to maintain a database of customer transactions and calls.
• Up selling for HP products (Sales)
• Maintaining Daily Records and Data Entry
• Training and mentoring of new Team Member

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Sorabh Mangalx

  • 1. Sorabh Mangal 7/23 Montrose Street, Quakers Hill, NSW-2763 Mob: 0424187086 Email Address:Sorabh_mangal@yahoo.com Languages: English/Hindi Australian Citizen IT Skills Matrix TECHNOLOGY SKILL LEVEL Microsoft Windows Server 2003 Installation, Configuration & Troubleshooting Advance Microsoft Windows Server 2008 Installation, Configuration & Troubleshooting Advance Microsoft Windows Server 2012 Installation, Configuration & Troubleshooting Advance Microsoft Active Directory Services Configuration & Troubleshooting Advance Blackberry Enterprise Server Installation, Configuration & Troubleshooting Advance Windows XP & Windows 7 Installation, Configuration & Troubleshooting Advance SCCM 2007/2012 Managing, Configuration & Troubleshooting Advance VERITAS Net Backup 6.5 Managing & Troubleshooting Intermediate to Advance Tandberg Video-Conferencing Managing, Configuration & Troubleshooting Intermediate to Advance Microsoft Group Policy Managing, Configuration & Troubleshooting Intermediate to Advance Symantec Endpoint Protection Managing & Troubleshooting Intermediate MSCRM 4.0 Knowledge Intermediate Microsoft Exchange Servers Managing & Troubleshooting Intermediate System Center Data Protection Manager (SCDPM) Managing, Configuration & Troubleshooting Intermediate Pure Disk Backups Managing Basic Monitoring Tools - CA Spectrum / Nimsoft Managing & Supporting Basic HP Procurve Switch Knowledge, firmware update Basic VMWare ESXi 4/5.x Servers Administration Managing, Configuration & Troubleshooting Intermediate to Advance Microsoft Hyper V virtualisation Managing, Configuration & Troubleshooting Intermediate to Advance Microsoft Azure Cloud Computing Knowledge Basic
  • 2. IT Education Matrix TECHNOLOGY ATTENDANCE LEVEL Master in Information System Course Completed from Central Queensland University Masters Diploma in Advance Computer Hardware and Networking from Jet king, India Course Completed Degree 8913: Applications in Microsoft Dynamics CRM 4.0 Course completed from Advance Training Certified 8912 :Customization and Configuration in Microsoft Dynamics CRM 4.0 Course completed from Advance Training Certified Active Directory: Troubleshooting Course Attended At Microsoft 3 days Workshop Windows 2003 Course Attended At Microsoft 5 days workshop Windows 2008 Course Attended At Microsoft 5 days workshop ITIL V3 Course Completed Certified A+ Certification Online Course completed from CompTIA Certified MCSA : Windows Server 2012 Course Completed Certified Career Objective I am a highly motivated individual and team player who will continue developing in the IT environment where I can contribute and use my leadership skills, technical knowledge and experience in the best possible method. I have excellent time management skills that enable me to constantly meet targets and deadlines. With strong customer service skills, I have assumed leadership roles in the workplace. I possess the enthusiasm that inspires colleagues to deliver high quality results, a sense of humor that keeps the atmosphere a little relaxed. A quick thinker and problem solver, I handle tight situations well. Personal Skills • Excellent time management skills • First-rate communication and presentation capabilities • Dependable team worker and demonstrated leadership skills • Ability to work with different levels of employees/management • Excellent conflict resolution and negotiation skills • Comfortable with both a routine and non-routine environment • A quick learner and problem solver Career History UXC Connect /CSC Company– IT services and Solutions Provider (Managed Services) July 2014 - current Responsibilities/Duties: Infrastructure Support Engineer Wintel/VMware, Managed Services Group. • Provide Level 3 technical support onsite/remote location either by telephone, email or remote display. • Managing customers infrastructure remotely for SNSW, Shell, Virgin, Hudson, Dulux, Repco, Viva , Transport NSW • Administration and maintenance of Windows 2008/2012 servers in single forest, multiple domain structure and multiple sites configured for Active Directory, Group Policy, DHCP and DNS. • Responsible for Build, configure and deploy VMs and templates. Completed Physical-to-Virtual (P2V), Virtual- to-Virtual (V2V) and Virtual-to-Physical (V2P) migration of Windows 2003, 2008, and 2012, Windows Cluster from VMware ,Hyper –v and Microsoft Azure
  • 3. • Responsible for Collecting, analyzing and verifying information to configure and/or integrate new infrastructure and/or software upgrades in existing networks and systems according to customer requirements, working with the Project Manager, testing teams and on-site resources. • Raising change requests, following up on escalated incidents, monitoring Service levels and identifying/initiating new projects under the ITIL framework. • Liaising with third party vendors to address product support issues. • Negotiate timeframes for solution implementation with clients and updating clients in progress during problem resolution. • Escalate process or project improvements to relevant parties within the organization in order to enhance the current use of products or reduce incoming call volume. • Responsible to Create and maintain documentation and written articles to support all business activities. • Implementation of project activities to on board new technology into BAU. • Problem-solving mentality leveraging internal and/or external resources, where and when needed, to achieve the best outcome for the customer and for the organization (i.e. think through workarounds; evaluate risk of various deployment options, etc.) • Responsible to Design and create "Wintel Infrastructure Report" - a monthly report produced for the customer which contains top 10 most alarming servers and recommended actions, P1 and P2 cases for the month, disk utilization servers and capacity information • Anticipate, mitigate, identify, troubleshoot, and resolve problems (Ability to fully deconstruct and analyze Complex issues) through Incident management. BT Financial Group – Westpac April 2014 – July 2014 – Project Work Responsibilities/Duties: Working as Second level desktop support officer • Active team member of BTFG Desktop Project Team for rolling out win 8 for 2000+ End users. • Deployed new operating system and applications using configuration manager (SCCM2012) • Migrated users profile and documents from old laptops to new Lenovo Helix tablets, carbon & x240 • Managing all escalated technical issues and working with the end user to ensure all issues are resolved and business is operating normal • Responsible to manage and maintain Asset database (AMDB) for all the old returned laptops. • Providing IT Support (BAU) to 3000+ Internal Employees ensuring smooth running of all aspects of IT. Wallenius Wilhelmsen Logistics – Sydney June 2013 – April 2014 Projects Accomplished: Working as Asst.Service Delivery Manager / Technical Support Officer – Service Delivery • Lead the Deployment of Lync in the entire Oceanic region. • Deployed Symantec mobile management agent across Oceanic region. • Lead the hardware refresh project in the Oceania Region Analyzed the Asset inventory across the company and discussed and decided the best models with Dell and with senior management. Negotiated with Dell, and rolled out the new laptops and desktops. Also created and deployed new corporate images using SCCM. • Played a key role in rolling out Mobile phone applications (Ms Lync, Cisco any connect, and cisco jabber) across Region Oceania. • Member of testing team for SCCM 2012 • Helped Set up a new office at New Castle, which involved full network setup (building new servers, install printers, machines, Wi-Fi ,getting a new Internet connection, getting new Phone system, integrating the new office with our existing network) • Deployed new hardware • Project completed to upgrade their current asset management register. Responsibilities/Duties: Working as Technical Support Officer – Service Delivery
  • 4. • Identifying areas where processes and/or service levels can be improved and formulating a plan of action to implement or achieve these improvements. • Provide vision and strategy for improvements - Responsible for identifying areas for continuous Improvement opportunities as per ITIL. • Striving to provide systems that meet customer requirements given the diversity of customer needs and the changing nature of these requirements. • Managing all escalated technical issues and working with the end user to ensure all issues are resolved and business is operating normal. • Managing Global helpdesk and ensuring all tickets logged are taken care of within agreed SLA. • Manage end to end procedures and provide infrastructural solutions for any ad hoc strategic complication • Accountable for initiating projects to introduce new products and processes for effective productivity – Bar code Scanners, etc. • Responsible for identifying areas for continuous improvement opportunities • Responsible for delivery, implementation and operation of roadmaps and strategy. • Responsible for the management, coordination and communication of Critical Incident plans and status through the Technical Support, Sales, Customer Teams and other stakeholders • Prioritizes work among all constituencies • As a member of the team, will develop SOPs to be followed for all critical incidents • Manage relevant vendors and all 3rd party engagements Woods Bagot Pty Ltd - Sydney October 2007 – June 2013 Projects Accomplished: Working as IT Support Analyst/Asst. Helpdesk Manager • Lead the Windows 7 rollout project in my company for 500+ users Asia-Pacific & America. Seamlessly migrated all the machines to the new OS. • Helped Set up a new office in Los Angeles, which involved full network setup (building new servers, printers, machines, Wi-Fi ; getting a new Internet connection; getting new Phone system; integrating the new office with our existing network) • Rolled out office communicator to the entire company’s BB devices. Setup the new BAS Server from scratch. This improved the efficiency in communication technology and promoted our ways to more productivity. • Lead the Telecom project of rolling out new Voice/data/BB plans to entire Australia. Negotiated best suited plans with Telecom provider and saved huge amounts by changing the existing plans. • Lead the hardware refresh project in the Asia-Pacific & America. Analyzed the Asset inventory across the company and discussed and decided the best models with Dell and with senior management. Negotiated with Dell, and rolled out the new laptops and desktops. Also created and deployed new corporate images. • Played a key role in migrating the Datacenter from one location to another and ensuring all the devices are working as expected • Upgraded firmware for all the HP Procurve switches across the company. • Helped in preparing budget for the entire IT infrastructure and for APJ site office requirements. Responsibilities/Duties: Working as IT Support Analyst/Asst. Helpdesk Manager • Providing IT Support to 500+ Internal Employees over Asia pacific and America ensuring smooth running of all aspects of IT • Building, monitoring and supporting Servers (2003/2008), Desktops (HP, Dell, Lenovo), laptops (Dell, Lenovo) (32bit and 64 bit) and printers (Hp, Fuji Xerox, Toshiba). • Performing Network maintenance i.e. Capacity Planning, Hotfixes, Service Packs, Rollups and • Security Updates , Backup and Restore Testing • Configuring and Deploying Images, software, security updates via SCCM 2007 • Configuring and supporting TANDBERG’s Video Conferencing. • Helped in installing and deploying MS Office communicator which is integrated with our Avaya phone and Exchange and Video conferencing • Planning, building, implementing and supporting Microsoft Windows Servers (2003 & 2008), in both physical and virtual server environments within the Woods bagot infrastructure • Migrating servers, users and computers from Server 2003 to 2008. • Setting up testing labs and kiosk computers with VMware ESX 4 • Proficient in Active Directory (creating, modifying, deleting access) and Exchange 2007
  • 5. • Providing BlackBerry support and managing, updating BES server. • Supporting OCS- Office Communication server 2007 • Configuration and supporting all applications on Win XP and Windows 7. • Managing Microsoft CRM i.e. Adding users and setting up roles • Creating / Maintaining documentation such as Detailed Designs, Implementation and Test Plans, User Guides and Support Manuals • Performing backups and restoring data – Via Symantec Netback up 6.5 • Providing In-house Application support to all internal and offsite Users • Training and mentoring of new IT staff members TeleTech – Sydney August 2004 – September 2007 Responsibilities/Duties: Was working as 2nd Level Technical Support - Telstra • Supporting 1st level CSRs to assist BIGPOND users with their Desktop and Laptop problems. • Assisting in the Technical Troubleshooting for MS Office, Outlook Express, Web mail, Broadband/Dial-up setup and other additional services provided by Bigpond. • Helping un-resolvable issues by the 1st level representatives by effectively using a wide variety of applications, software and hardware. • Providing detailed problem diagnosis and resolution for all Microsoft Applications (Office, Windows 2000/ XP/ Win7/ Vista, Outlook 2000-2003 and networking applications. • Troubleshooting issues related to Anti-virus, Spam, and Security. • Taking ownership and resolving technical problems by following up with the representatives. • Focusing on everyday issues through proven communication skills. • Training new and old staff on new products and applications. Helping with Refund policy &Procedures and maintained records for future. • Monitoring SLA/KPI and performing Real Time Monitoring (RTM). • Solving escalated issues and performing general IT Duties • Understanding and action the overall systems environment, such as system maintenance, workstation support, Internet connectivity and security services, as well as the specific products in use. • Maintaining and updating high level of product knowledge in order to provide the best solution VCustomers services India Pvt. Ltd ,India October 2002 – June 2004 Responsibilities/Duties: Was working as Senior Technical Support Engineer for Hewlett Packard (HP) Account • Providing 2nd level Technical/Customer Care support to all HP/Compaq users of United States (Pavilion, Desktops, Desk Jet and All in One printers) • Responding to users queries regarding various HP peripherals by working in a team and providing dedicated support to end-users. • Assist other team members and management with tasks as required • Installation, maintenance, including the configuration and replacement of internal and external components – motherboards, processors, memory, video cards, modems etc • Providing Product Information and identifying hidden agendas by working on HP event Management system (WWCCS) to maintain a database of customer transactions and calls. • Up selling for HP products (Sales) • Maintaining Daily Records and Data Entry • Training and mentoring of new Team Member