1. Pugazhenthi S Address:-
Mobile: +91 - 7708134363 No. 19/22, 2A, Lord view apartment, Palani
E-mail:pugazh.cse33@gmail.com Aandavar Kovil Street, Vadapalani, Chennai-26.
OBJECTIVE:
To seek a challenging and grow th oriented position in the concern to implement my skills, know ledge and should be a part of
today’s revolution to benefit the organization w ith my very best skills and experience and to reach sky high goals and
challenges for the grow th of the concern.
CAREER SUMMARY:
 A confident and reliable Senior Technical Support Representative with 4 +years of experience in w orking with
computers, servers and resolving any support issues.
 Proficient in handling escalated calls and providing level 2 Support to end-users.
 Flexibility of w orking wellas part of a team and independently.
PROFESSIONAL EXPERIENCE:
Working as Senior Technical Support Representative in Dell International Services India Pvt Ltd, Chennai.
Client Site: CITI Corp Services India Private ltd.
Duration: From May 2015 to till date
 Handling the CAP and VDI users BAUincidents, service requests.
 Provisioning VDI/CAP (Citi Application Portal) for new joiners.
 Configuring the printer in CAP and VDI machines using thin client.
 Working w ith CAP and VDI machines.
 Remote support to the end users in CITRIX and VDI machines.
 Kill or Reset the CAP hung Session through SBC management console.
 Pushing applications via CDP/HPCA.
 Provisioning AD accounts, Adding application, function groups to users ADaccounts BAUrequests system.
 Assigning /Removal of applications & w avegroup for APACIN Site machines.
 Providing solution or suggestion to site ops for any issues or escalations.
 Adding VTM groups at India level & Site level.
 Maintaining DCFC of permissioned temporary READ/OPEN access to the machine.
 Verify and send w eekly India OVCM inventory report to site ops on every w eek.
 Deletion / Retirement of hostnames from OVCM on w eekly basis.
 Communicate to site ops for scheduled addition/ upgradation of Convergence build application /patch deployment.
 Troubleshooting on OVCM Agent
 Configuring Check Point encryption for laptop users to prevent data theft.
 Troubleshooting on Pointsec related issues.
 Coordinating w ith the printer support team, to sort out the printer queue related issues.
 Coordinating w ith cloud storage team, to sort out the share drive related issues.
 Coordinating w ith various application support team, to sort out the customized application related issues.
 MacAfee AV-DATengine update.
 Asset Management and new asset procurement.
 Entitled resolver for VVIPusers.
 Handling Resolve IT and Service Now systems.
 Configuring the Good w orkand Mobile pass application in user’s BYODdevices.
 Configuring mails in Blackberry through Blackberry enterprise activation.

2. Worked as a Desktop Support Engineer L2 in WIPRO INFOTECH PVT LTD, Chennai.
Client Site: Standard Chartered Bank.
Duration:From Feb 2014 to May 2015
 SPOC for South region of handling the Remedy tickets & RMS management activity
 SPOC for IR Call reduction of ticket counts & organising floor w alksession at regular basis.
 SPOC for the CSAT report to increasing the customer satisfaction in incident ticket closure.
 SPOC for Hardw are Refresh and Window s7 OS migration.
 Window s 7 basic troubleshooting & application troubleshooting.
 SCCM Configuration manager troubleshooting for the Window s 7 Clients.
 Configuring FDE for the User Laptop to prevent Data Theft.
 Analysing the Window s XPmachines as per the License & hardw are category and scheduling for Windows7
Migration for the South region.
 Scheduling the Users for the Window s 7 Migration using the Communication pack.
 Registering the Window s 7 Issues in the separate Issue Tracker Log & tracking for the Closure and Permanent Fix.
 Testing the Software Compatibility on Window s 7 and coordinating w ith the respective Application Vendorsto make it
compatible.
 Creating the Know ledge base for the frequent Issue of OS & Application Related.
 Coordinating w ith the Build team, sharing the OS related issues to sort out via Build.
 Planning for the Incident Reduction of Window s 7 incidents raised by the user.
 Labelling the servers and netw orkcomponents as per IT policy.
 Preparing auditing reports and maintaining the data centre as per auditing norms.
 Logging vendor calls for hardware failuresand coordinating for closing the ticket.
 100% tracking of incoming and outgoing materials.
 Handling the data backup’s tapes and movement tracker.
 Maintaining Servers like Antivirus server, file server, Backup server, ADServer, allthe application servers and
backup tapes.
 Share the server’s health check-up reports to the concern serverteamand customers on daily basis.
 Maintain the data centre temperature and monitoring the Netw orkcomponents in hourly basis.
 Reporting Project Activities to Manager.
 Alw ays being up-to-date about the product know ledge and contributing tech documents in know n error database and
know ledge sharing sessionsfor the Team Members
 100% adherence in MIS report and periodic reporting, same used to discuss in w eekly review with the Program
manager.
Workedas a Desktop Support Engineer DL1 in CARE IT SOLUTIONS PVT LTDto the client WiproInfoTech, Chennai.
Client Site:Standard Chartered Bank.
Duration:From March 2012 to Feb 2014
 System Assembling, installation of new peripherals.
 Installation of operating systems (w indowsXP/2007), software, office tools.
 Installation, configuration and troubleshooting of various applications and software’s through Radia.
 Troubleshooting various LAN problems.
 Configuring and troubleshooting netw orkprinters.
 Configuring VPN, Data Card.
 Handling Smartphone’s like iPhone for Mail configuration & 3G netw orkconnections.
 Configuring and managing Microsoft outlook.
 Providing remote support home based users, other location user.
 Vendor Management.
 Mainly used FTP server for client sharing users.
 Maintaining Active Directory usersand computers.

3.  Need to share the report w ith customer and internalteam for the machines w hich are not under compliance on daily
basis. Also to ensure the Non Compliance machines are addressed by the team on ground.
 Resolving compliance issues like Symantec antivirus, RADIA, SCCM, WSUS etc.
 Implementing SuccessfulBCP (Business Continuity Plans).
 Clearing of Inactive stale Objects in the Active directory.
 Ensuring maintenance of Service LevelAgreements (SLA) w ith the Business.
 Know ledge with Remedy and BMC tool for logging, updating tickets, RMS and assigning to appropriate teams.
Achievements:
 Appreciation received fromStandard Chartered Bank IT delivery manager and got spot aw ard fromWipro for 800+
machines migrated fromw indowsXP to Window s 7.
 Appreciation received fromStandard Charted Bank top management for support provided at the time of Building level
BCP.
 Appreciation received fromCITI Bank IT delivery manager and Dell top levelmanagement f or support provided at the
time of Chennai flood.
 Appreciation received fromCITI Bank IT delivery manager for 150+systemand Cisco phone installation at the
renovation time.
 Appreciation received fromCSIPL IT manager for completing the asset project.
Management Skills:
 Service LevelAgreements
 Project assignments and execution (Short),
 Effective team management.
Windows Server Knowledge:
 Know ledge about Installing and configuring of Window s 2008/2012 Servers.
 Know ledge about Installing, configuring and managing AD / DHCP / DNS services.
 Know ledge about Active Directory Site and Services.
 Know ledge about WDS and RIS,
 Know ledge about FSMO Roles.
 Know ledge about Creating Group Policies and Implementing.
 Know ledge about Active Directory Domain and Trust Relationship.
 Know ledge about Active Directory object creation and OU creation.
 Know ledge about Hyper-V.
Key Skills:
 Technical/User Support/Floor w alking
 Hardw are/Softw are Troubleshooting/Repair (Break/Fix)
 1st, 2nd Tier support & Coordination
 Help Desk and Support Team Environments
 Patient and understanding
 Compliance & Info Sec policies
 Asset Management & Inventory Control
 Working to SLA’s
 Working w ith Service now & Resolve IT
portal’s, Remedy and BMC Tool
 Team Lead / Management Skills

4. TECHNICAL SUMMARY:
 OperatingSystems & Platform’s
 Window s XP/Vista/7/8.1
 Customized Window s platform
 VMw are Workstation
 Active Directory- Host Control
 LAN/WAN Administration
 OVCM/HPCA/CDP,RADIA,SCCM
 Tight VNC, Real VNC, Controls-
Remote
 XENAPP Platform Support
 Window s server 2008
 Software Packages
 MS Office 2007/2010,13
 Outlook exchange & OWA
 MacAfee-EPO AV,
Symantec Endpoint
Production
 Customized-business
Applications
 Blackberry , Android , IOS
Enterprise configuration
 GOOD Access Support
 Hardware
 Dell, HP, Lenovo,
Desktops & Laptops
 HP & Xerox Printers- IP &
Netw ork printing
 Thin Client Systems
 REPC- Machines/ Thin
Desktop
 CISCO IP phones
 BYOD
ACADEMIC RECORD:
 B.C.A- (Bachelor of Computer Applications) in Madras University (Distance Education).
 D.C.S.E–(Diploma in Computer Science Engineering) in Rajalakshmi polytechnic college from2008 to 2011.
 12th
Standard – State Board of TamilNadu, Government Higher Secondary School, Mangalam, Thiruvannamalai year
of passing 2008.
 10th
Standard – State Board of TamilNadu, Government High School, Iyngunam, Thiruvannamalai year of passing
2006.
 MSCE course completed in Sansbound, Kodambakkam, Chennai.
PERSONAL DETAILS:
 Date of Birth : 02.03.1990
 Gender : Male
 Nationality : Indian
 Marital Status : Single
 Father Name : Sundharesan G
DECLARATION:
I hereby declare that the above-furnished information is true to the best of my know ledge.
Date:
Place: (Pugazhenthi S)