NAGRAJ JALSANDHI
Dublin
Summary
Skilled Desktop Support Engineer with experience in providing comprehensive technical support for end-users. Strengths lie in troubleshooting hardware, software, and networking issues, as well as training users on new technologies. Known for improving system performance, enhancing productivity via system optimization and fostering positive user experiences.
Overview
7
7
years of professional experience
Work History
Cloud Support Engineer
Diageo Ireland
Dublin
05.2024 - Current
- Troubleshoot hardware and software issues on desktop computers, laptops, and other peripherals
- Install and configure operating systems, applications, and software updates
- Monitor and maintain computer systems and networks
- Create and maintain user accounts, passwords, and access rights
- Manage assets using service now and CMDB
- Perform system backups and data recovery
- Install and configure network hardware and software
- Develop and maintain documentation for system configurations
- Managed the successful migration of 200 desktop computers to a new operating system, completing the project ahead of schedule and minimizing disruption to end users.
- Collaborated with cross-functional teams to implement a centralized user account management system, reducing user account creation time by 50% and improving security compliance.
- Developed and delivered technical training sessions to end users, resulting in a 30% decrease in support tickets and an increase in user self-sufficiency
Senior Desktop Support Engineer
Empower Retirement
Bangalore
10.2020 - 01.2023
- AWS creation through Windows PowerShell AWS RAM size and C drive space maintaining and monitoring through AWS console
- Test software performance throughout the desktop network to ensure peak performance
- Initiate and complete Microsoft Windows server operating system reimage
- Monitor, operate, manage, troubleshoot, and restore service to terminal service clients, PCs, or Notebooks with authorized access to the network
- Managed the monitoring and termination of users' Citrix profiles via Citrix AppCenter.
- Identify users Developer Desktop's details and performance through Citrix Studio
- Ensured smooth functioning of the Virtual Machine and developer desktop environment by controlling activities via Citrix Xencenter. Tasks included expanding RAM capacity, augmenting C drive space, and implementing machine replication.
- Amazon Appstream profiles monitoring
- Identified and resolved network issues, resulting in a 25% improvement in network performance and a 20% decrease in network downtime
Technical Support Engineer
Deluxe Entertainment Services India Pvt Ltd
Bangalore
07.2019 - 09.2020
- Provide installation and support maintenance support to field service technicians
- Resolve site-specific network connectivity issues
- Perform initial remote site equipment configuration and testing
- Enable electronic content delivery to movie theaters across North America
- Refer to internal knowledge base to quickly locate and apply up-to-date troubleshooting steps
- Carry out preventative checks and maintenance at the end of customer interactions to prevent the need for further support
- Combine technical expertise and strong interpersonal skills to diagnose and resolve issues remotely
- Troubleshoot operating systems, hardware, and software problems to identify root causes
- Provide testing and systems administration support as required by multi-disciplinary teams.
- Worked with servicenow application for ticket monitoring
Technical Support
Dell Technologies
Bangalore
01.2019 - 05.2019
- Responded to customer technical problems/issues related to hardware, software, and networking through e-mail/chat and phone support.
- Diagnosed and resolved technical and service issues for customers
- Successfully employed troubleshooting techniques and tools for identifying defective products, ensuring prompt service call/contact issuance based on guidelines.
- Provided comprehensive guidance to customers, adhering to procedural guidelines, for resolving technical and service inquiries
- Maintain a strong understanding of Dell's product line, alongside current industry offerings and technological advancements
- Proficient in troubleshooting network and data communications systems
- Executed server back-up and recovery procedures adhering to established protocols
- Installed new software for users and monitor version and patch update requirements.
Technical Support Engineer
Cognisive Corporate Solutions Pvt LTD
Bangalore
08.2015 - 10.2018
- Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for customers/end users
- Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution
- Utilized the Incident Management System for documenting and managing problems, work requests, and their corresponding resolutions and circumventions.
- Respond to telephone calls, email, instant messages, and assigned tickets from users
- Provide level 1 remote desktop support and perform other activities based on SOPs
- Perform user account management activities
- Conducted evaluations and analyses for PC-based software products such as database management systems.
- Provided troubleshooting support for client software and addressed basic network connectivity problems
- Optimized the performance of Windows 10, MS Office, RCA , AWS Tier 1 , Avaya , and IP office
- Lead a team of 5 junior support engineers, overseeing daily operations and ensuring adherence to SLAs.
- Implemented a centralized ticketing system, reducing average resolution time by 20%.
- Conducted regular training sessions for end-users on new software and best practices, improving overall productivity.
- Managed hardware and software inventories, ensuring optimal resource allocation and minimizing downtime.
Education
Master of Science - Computer Engineering
Griffith College Dublin
06.2024
Bachelor of Science - Computer and Information Sciences
Arni University
05.2015
Skills
- Application Programming Interface
- Application support
- Customer service expert
- Troubleshooting proficiency
- Desktop support
- Skilled in TCP/IP and WAN
- Salesforce
- Community cloud
- Technical issues analysis
- Technical documents comprehension
- Information security
- Process development
- Windows & Linux operating systems
- Advanced troubleshooting
- Software Deployment
- Hardware Installation
- Incident Management
- Asset Management
- Mobile Device Management
Languages
English
First Language
Timeline
Cloud Support Engineer
Diageo Ireland
05.2024 - Current
Senior Desktop Support Engineer
Empower Retirement
10.2020 - 01.2023
Technical Support Engineer
Deluxe Entertainment Services India Pvt Ltd
07.2019 - 09.2020
Technical Support
Dell Technologies
01.2019 - 05.2019
Technical Support Engineer
Cognisive Corporate Solutions Pvt LTD
08.2015 - 10.2018
Master of Science - Computer Engineering
Griffith College Dublin
Bachelor of Science - Computer and Information Sciences
Arni University
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