Headline

Technical Support Specialist skilled in desktop support and system deployment.

About

With over 9 years of experience in desktop support and system engineering, I currently work as a Technical Support Specialist at Lenovo India, where I focus on diagnosing and resolving hardware and software issues. My role involves managing case backlogs, preparing performance reports, and ensuring SLA compliance while delivering effective solutions in a 24/7 support environment. At Lenovo India, I collaborate with internal engineering and operations teams to enhance issue resolution processes and optimize staffing. My expertise encompasses desktop computers, virtual machines, and system deployment, which I leverage to ensure reliable IT operations and support improvements across the organization.

Location

Bengaluru

AI stack

claude code

claude

Work experience

Technical Support Specialist at Lenovo India, Jun 2022 - Jul 2026 · 4 yrs 2 mos, On-site, Serve as primary technical contact for Lenovo hardware and software support issues. Diagnose and resolve incidents via phone, email, and ticketing systems while meeting SLA targets. Handle 25–30 inbound customer calls per shift in a 24/7 support environment. Manage case backlog and prioritize tickets to ensure SLA compliance. Coordinate with WFM teams to optimize staffing and minimize downtime. Prepare daily and interval performance reports including adherence and occupancy. Collaborate with internal engineering and operations teams for issue resolution and process improvement.

Desktop Support Engineer at Vunique Solutions, Oct 2019 - Jan 2022 · 2 yrs 4 mos, Bengaluru, Karnataka, India, Managed incidents and service requests using ServiceNow (SNOW). Provided remote desktop support for 1000+ end users. Troubleshot issues related to Outlook, Office 365, Pulse Secure, Zscaler, and OS failures. Onboarded new employees and configured system profiles and access. Installed and maintained operating systems and applications on physical and virtual machines. Escalated network and infrastructure issues to relevant teams. Delivered 24/7 support while consistently meeting SLA requirements.

System Engineer at IDC Technologies, Inc., Oct 2018 - Oct 2019 · 1 yr 1 mo, Bengaluru, Karnataka, India

System Engineer at IDC Technologies (Client: Siemens / Atos Information Technology), Oct 2018 - Oct 2019 · 1 yr 1 mo, Deployed Windows OS using SCCM and WDS. Managed tickets using ServiceNow and CA tools. Installed, configured, and supported Windows Server 2008 R2 / 2012. Administered Active Directory, domain-joined systems, and user permissions. Conducted vulnerability scans using Nessus and applied security patches. Installed and managed antivirus solutions and resolved system vulnerabilities. Supported 2000+ users across enterprise environments. Monitored system performance (CPU, memory, disk, NIC) in 24/7 operations.

Desktop Engineer at CompuSystems India Pvt Ltd, Apr 2016 - Aug 2018 · 2 yrs 5 mos, Bengaluru, Karnataka, India

Desktop Support Engineer at CompuSystems India Pvt Ltd, Apr 2016 - Aug 2018 · 2 yrs 5 mos, Installed and configured Windows 10 operating systems. Maintained file servers, firewall servers, and domain servers. Diagnosed and replaced faulty hardware components. Installed drivers, antivirus software, and Windows updates. Provided remote support using Skype for Business. Managed user accounts, password resets, and Outlook configuration.

Education

Bachelor of Science - BS, BSC, Vijayam Degree College