VASSANT MULYE
Sandringham, AUK,AUK
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Operation Specialist
Timbre Digital
Auckland
08.2023 - Current
- Analyzed data from multiple sources such as logs, databases, application performance monitors, in order to identify potential service impacting events.
- Managed Active Directory user accounts, groups, and permissions, enhancing system security.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Installed, configured and maintained computer hardware, software and peripherals.
- Resolved network connectivity issues for local area networks and wide area networks.
- Diagnosed and resolved hardware and software issues efficiently.
- Ensured all users were kept informed throughout the duration of an incident or outage.
- Coordinated resolution of incidents with internal and external stakeholders.
Data protection engineer
EVROS TECHNLOGY
Auckland
06.2022 - 05.2023
- Provided technical support to end users regarding their backup needs.
- Managed, troubleshot, backed up and restored data, operating systems, files, documents and drivers to provide comprehensive systems management and support.
- Liaison with Veeam support for complex backup failures and confirmed to be resolved in the stipulated SLA
- Conducted basic troubleshooting to isolate and diagnose common system problems.
- Participated in IT department meetings to identify continuous improvement opportunities and enhance delivery of IT services to users.
Monitoring analyst
CODEBLUE LIMITED
Auckland
03.2020 - 06.2022
- Proactive monitoring, diagnosis, and monitoring issues with Firewalls, Servers, and networks
- Providing a high level of call management tasks to end-users, keeping the end-users updated with the progress and estimated resolution time
- Taking ownership of all backup failures and prompt and quick diagnosis to fix 80% of the resolved incidents of multiple vendors like Veeam backup and replication Shadow protect, Datto type of backup solutions
- Working with troubleshooting BYOD devices, Intune management of mobile devices, and configuration of apps as per the customer's knowledge base
- Answer queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access, and telecommunications systems
- Proactive and vigilant alert monitoring and effective remediation and closure of the tickets within the SLA
- Ensure ESET (AV) are deployed to the correct version and update across all the Workstations / Servers
- Monitor disc alerts, service stopped of Kaseya managed devices, and troubleshooting the alerts with 90% resolution within the workgroup
Service Desk Analyst
SOFTSOURCE LIMITED
Auckland
06.2018 - 03.2020
- Provided phone/ email support to a variety of environments comprising of around 700-800 users
- Taken ownership of customer issues through prompt ticket creation and quick triage with the resolution of issues with 80% of tickets resolved with the 1st point of contact
- Assisted with the provision of 1st and 2nd level IT support, including installation, maintenance, and troubleshooting of PC equipment, peripherals, and software based on work requests or faults reported to the helpdesk, escalating all other requests to appropriate IT staff, for further action
- Determine appropriate priority to service desk requests as per the user requests
- Maintained excellent base and knowledge base for all service desk requests, ensuring all work is logged, including the status of logged tickets and with intended resolutions
- Resolved issues on initial call 90% of the time using the internal knowledge base, troubleshooting skills, experience, and team resources
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on an ongoing basis
- Tech Mahindra
Technical Support Representative
Tech Mahindra
Pune, Maharashtra
08.2015 - 08.2016
- Provided exemplary customer service by responding to requests for technical assistance in person, via phone, electronically
- Directed calls to product line specialists, application and system specialists and vendor resources and alerted management to recurring problems
- Resolved issues on initial call 90% of time using internal knowledge base, troubleshooting skills, experience, and team resources
- Analyzed, prioritized, researched, and solved IT problems to achieve complete resolution for customers with minimal productivity loss
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices
- Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
Education
GRADUATE DIPLOMA - INFORMATION TECHNOLOGY LEVEL 7
Whitireia Polytechnic
Auckland, NZ10.2020
BACHELOR - INFORMATION TECHNOLOGY
Mumbai University
MGM College Of Engineering06.2009
Skills
A wide spectrum of technical knowledge and experience including:
- Action Request Tools: Expert desk, ConnectWise, Service now
- Microsoft: Windows Server 2012 R2, Exchange, Office 365, Active Directory, Teams, Azure AD, Intune, One drive, MDM and SharePoint applications
- Mobile: Android, IOS
- Antivirus: ESET NOD 32
- Other: LAN/WAN/MAN environments VPN, Citrix
- Networking: Basic concepts related to Router, Switch, Firewall
- Operating Systems: Windows 7, Windows 10, MAC,Windows Server 2003-2012 R2, Exchange Server
- Backup: Veeam Backup and replication, Shadow Protect, Datto backups
- Email Applications: MS Outlook
- Basics of Kaseya administration, ITGlue
- Hypervisors and Virtualized environments – VMware, Hyper V
- Antivirus tools: ESET endpoint security
- Scripting: Basic PowerShell scripting
- Understanding of ITIL terminologies
- Active Directory, Access, System administration
- Intune administration , app protection , MDM , Office 365 security , DLP policy
Certification
Modern Desktop administrator MD-100 MD-101
CISCO certified network associate
NSE 1
NSE 2
Accomplishments
- Team player of the month to recognize collaborative and innovative way of working with Team members
- Also receive recognition for going above and beyond my work duties to resolve a customer issue onsite
Timeline
Operation Specialist
Timbre Digital
08.2023 - Current
Data protection engineer
EVROS TECHNLOGY
06.2022 - 05.2023
Monitoring analyst
CODEBLUE LIMITED
03.2020 - 06.2022
Service Desk Analyst
SOFTSOURCE LIMITED
06.2018 - 03.2020
Technical Support Representative
Tech Mahindra
08.2015 - 08.2016
GRADUATE DIPLOMA - INFORMATION TECHNOLOGY LEVEL 7
Whitireia Polytechnic
BACHELOR - INFORMATION TECHNOLOGY
Mumbai University
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