Manish Malik is a Microsoft Certified Engineer with nearly 5 years of experience in technical support, application support, system administration, and troubleshooting. He is seeking a middle level position in application or technical support in Gurgaon. He has expertise in installing, configuring, and troubleshooting Microsoft Lync and Outlook applications. He is adept at identifying and resolving computer system issues. Currently he works as a Service Desk Analyst for PC Solutions Pvt Ltd in Gurgaon.

1. MANISH MALIK
Mobile: 9654816910
E-Mail: smartmm2005@yahoo.co.in
JOB OBJECTIVE
Microsoft Certified Engineer, seeking middle level assignments in Application Support / Technical Support with an organisatio n of
repute in Gurgaon
PROFILE SUMMARY
 A competent professional with nearly 5 years of rich experience in Technical Support, Application Support, System
Administration and Troubleshooting
 Expertise in installation, configuration & troubleshooting of Microsoft Lync as Chatting Software and Microsoft Outlook
2003/2007
 Deft in installing& troubleshooting application problems using tools such as Magnify, Maximo, IBM Tivoli Distribution and
Systems Management tools; experience in providing remote support to the users using the Support Center Tool
 Well versed with identifying and resolving computer system malfunctions and operational problems
 Adept in creating innovative & resourceful training content for training end-users in Post-implementation Phase
 Team player with excellent problem solving, coordination &people management skills with proven abilities in customer
relationship management
ORGANISATIONAL EXPERIENCE
Dec ’14 – current Working with PC Solutions Pvt Ltd ( Quatrro , Gurgaon) as Service Desk Analyst.
Dec’10 – Oct’13 worked with Microland Ltd. (Client Site: Bank of America, Gurgaon) as Engineer
Dec’09 – Dec’10 worked with IBM India, Gurgaon (on payroll of Netconnect Pvt. Ltd.) as System Engineer
Mar’08 –Feb’09 worked with Wipro Infotech (Franchisee), Gurgaon as Desktop Engineer (Client Site: GENPACT India)
Key Result Areas:
 Analysing, logging, tracking and complex software & hardware matters pertaining to networking connectivity, printer, server,
and application to meet business needs; documenting all incomi ng inquiries and support cases
 Diagnosing & troubleshooting application problems at first level and following up with L2 & L3 application support teams on
escalated issues; analyzing problems through root-cause analysis and suggesting solutions for overcoming the same
 Managing technical issues with third parties and suppliers according to the terms & conditions of maintenance & support
contracts
 Operating and maintaining security controls for all internal & external customers’ accessed IT systems as per customer
guidelines / recommendations
 Conducting periodic reviews with customers and analysing calls & trends to take proactive measures for reducing knowledge-
based calls; driving resolution of IT tickets within TAT (Turnaround time) and as per client SLA
Projects Executed:
 TSS/Lean Applications Integration on 70 systems for Card- Chat Process
 Installation of Lean integrated with Mainframe Application Tacs Superstation used in Chat Process of Bank of America
 Migration of all 70 System names into blended OU TSS/Lean integration through Active Directory Users & Computers
 Desktop Refreshment for 500 PCs required for RCR & CS&O Process, including:
o Deployment of new HP8200 Model i7 Series of next generation CPUs with standard configuration of applications & OS
image
o Transfer of 500 CPUs hostnames to their process wise OUs through Active Directory Users & Computers
 Installation of process specific applications in 500 CPUs using IBM Tivoli Distribution Tool “Systems Management Tool”
Highlights:
At Bank of America (Microland Ltd.):
 Successfully resolved tickets &service requests using common database tools like Magnify & Maximo
 Excellent track record of providing troubleshooting support for Banking applications such as Lean, Chat Software Liveperson,
ERS & other Banking applications
 Undertook complete configuration and troubleshooting of Microsoft Outlook 2003/2007 used for mailing purposes
 Carried out installation of applications using IBM Tivoli Distribution Tool and Systems Management Tool; also handled
installation& troubleshooting of Microsoft Lync as Chatting Software for the users; escalated issues to next level of Application
Support, Network Support & other support teams using Maximo Tool

2.  Rendered Remote support to users using SupportCenter Tool situated in Gurgaon, Hyderabad, Mumbai and Philippines
 Ensured timely updation of McAfee Antivirus definitions
 Worked in close coordination with:
 Release Management Team during release new package for BOA Application
 Support Team through Bridgeline for resolving major issues and during outage of Banking Application
 Level-3 teams and Application Vendor teams to identify Work Around firstas per production loss and to monitor issues till final
resolution
 Excellent track record of working on Severity 1 to Severity 5 issues with different SLAs and as per ITIL standards
 Successfully managed users account on Active Directory Win Server 2008 ; unlocked/disabled user accounts as per the
requirements; also provided Internet and Intranet access to associates by adding them into Global Security groups
 Configured & customized the applications like PDF Creator & other applica tions according to the clients
 Won Spot Awardfor unstinted contribution in 2011 by Microland
At IBM India
 Deftly managing a setup of 600 Systems having different Process like Yatra Google, Virgin Media, Animas
 User Management in Active Directory
 Handling software’s like, mainly in IBM Lotus Notes, FTP SERVER, Nice Supervisor, Citrix Client, WST, and Convergence, Elixir
Software
 Efficiently managed Lotus Notes Client configuration and Troubleshooting
At Genpact India
 Handled the IT Tickets & SR(Service requests) Tickets raised by the user & Providing Technical solution to them regarding the
issue
 Provided VPN Configuration Troubleshooting all the problems related to the VPN at the client level
 Installed JNC (Juniper Network Connect) VPN & provided supportfor Network Connect software (32bit) to laptop users.
 Accountable for Configuration & Troubleshooting of Microsoft Outlook 2000 / 2003 clients
 Security Patches Rollout on to the workstations
 Efficiently provided virus detection/scanning/cleaning solution using Norton Antivirus Corporate edition
TECHNICAL PURVIEW
 Operating Systems: MSDOS, Windows 95/98/2000/XP/WIN-7, Windows 2003/2008 Server/Exchange Server 2007
 Networking:
o Installation & configuration of Windows XP/Windows7, Windows2000/2003 Server Active Directory,Exchange Server 2007
o User Management, Security Permission, Disk Quota, Shadow Copy, Group Policy, DNS Server, DHCP Server, Offline Files,
RAS, RDC, Terminal Server, RIS, Backup & Restore, Active Directory Partitions & Transferring of FSMO Roles
o Disk Management, Dynamic Disks,Volumes of Disks like Disk Mirroring, RAID5, etc.
o IP Addressing, IP Address Version IPv4 & IPv6 & Sub netting
 Installation of Software Packages:
o Windows XP / Server 2000/ 2003
o MS Office, Exchange Server 2003and other Software Packages
 LAN Cabling:
o Network Cabling, UTP, (Straight, Cross, Rollover) Cabling, STP
o Configuration of Router & Switch, Using User Mode, Privilege Mode &Config. Mode
o Routing, Access List, VLAN, LAN, Backup & Restore of Config., Backup & Restore of IOS, WAN
CERTIFICATIONS
 Microsoft Certified
CERTIFICATIONS
 Done MCITP Training from IACM, Vikaspuri
 MCSE & CCNA Training by Rooman Technologies, Vikaspuri
EDUCATION
 B.Com. from Madurai Kamaraj University
 CIC (Certificate in Computing) from IGNOU, Delhi
 Diploma in Hardware & Networking from Jetking Institute, Vikaspuriin 2006

3. PERSONAL DETAILS
Address : M-162, Vikas Puri, New Delhi -110018
Languages Known :English and Hindi