Vinay kumaar
IT Professional with 5 years of experience in System Administration & Technical Support. Skilled in Active Directory, Azure, Office 365. Strong in Troubleshooting, Compliance & Secure IT Solutions
Bengaluru
4+ years of work experience
Aug 20241 yr 9 mosPresent
Bangalore Urban, Karnataka, India
- Escalation Management – Expert in handling tickets escalated from L1 engineers, ensuring SLA compliance and timely resolution of complex issues.
- Advanced Troubleshooting – Skilled across Windows, macOS, and Linux environments; adapt at resolving OS-level failures, driver conflicts, and patch management.
- ITSM Tools Proficiency – ServiceNow, Remedy, JIRA, Zendesk for incident, problem, and change management.
- Monitoring & Diagnostics – Experienced with Nagios, SolarWinds, Splunk for system health checks, log analysis, and root cause identification.
- Microsoft Ecosystem Support – Exchange, Outlook, Office 365, Teams; resolving mailbox corruption, sync errors, and calendar sharing issues.
- Networking Expertise – LAN/WAN troubleshooting, DNS/DHCP resolution, IP conflict management, VPN/firewall/proxy configuration, TCP/IP, routing, and subnetting.
- Endpoint Security – Antivirus troubleshooting, encryption tools (BitLocker, Symantec), and adherence to IT security compliance standards.
- Knowledge Management – Strong documentation practices; updating worklogs, ticket notes, and knowledge base articles to reduce reopened cases.
- Performance Reporting – Generating and analyzing service desk metrics to identify trends and propose process improvements.
- Leadership & Mentorship – Acting as a bridge between L1 and specialized IT teams; mentoring engineers and conducting training sessions to enhance team efficiency.
- Customer Satisfaction – Proven ability to maintain high CSAT scores through efficient handling, clear communication, and proactive incident management.
- Continuous Learning – Staying updated on IT systems, applications, and evolving security practices to deliver reliable support.
Aug 202410 mosMay 2025
Bangalore Urban, Karnataka, India
Contractor associated with Cognizant Technology Solutions (C2H)
- Manage tickets escalated from L1 engineers.
- Provide advanced troubleshooting for complex issues beyond first-level resolution.
- Ensure incidents and service requests are resolved within agreed SLAs.
- Monitor ticket queues to prevent SLA breaches.
- Handle issues related to Outlook, VPN, mobility apps, and desktop systems.
- Perform root cause analysis for recurring problems.
- Maintain high CSAT scores through efficient handling and clear communication.
- Reduce rejected resolutions and reopened cases.
- Update worklogs, ticket notes, and knowledge base articles.
- Ensure proper documentation for future reference and training.
- Coordinate with infrastructure, network, and application teams for escalations.
- Act as a bridge between L1 support and specialized IT teams.
- Generate and analyze service desk performance reports.
- Identify incident trends and propose process improvements.
- Mentor L1 engineers by sharing troubleshooting techniques.
- Conduct training sessions to improve team efficiency.
- Use service desk tools like ServiceNow, Remedy, JIRA, Zendesk.
- Employ monitoring tools such as Nagios, SolarWinds, Splunk.
- Analyze logs to identify root causes of incidents.
- Troubleshoot antivirus/endpoint protection issues.
- Manage encryption tools (BitLocker, Symantec).
- Ensure compliance with IT security policies.
- Support Microsoft Exchange, Outlook, Office 365, Teams.
- Resolve mailbox corruption, sync errors, and calendar sharing issues.
- Diagnose LAN/WAN connectivity issues, DNS/DHCP problems, IP conflicts.
- Configure VPNs, firewalls, and proxy settings.
- Apply knowledge of TCP/IP, routing, and subnetting.
- Advanced troubleshooting in Windows, macOS, and Linux environments.
- Handle OS-level issues like boot failures, driver conflicts, and patch management.
- Stay updated on IT systems, applications, and security practices.
May 20234 mosAug 2023
Bangalore Urban, Karnataka, India
=Expert in installing hardware and software applications.
=Proficient in troubleshooting installation issues.
=Configures Azure security groups for access control.
=Skilled in creating, managing, and deleting user accounts in Active Directory.
=Tracks hardware/software assets and monitors system health.
=Sets up and manages mailboxes, distribution lists, and email policies.
=Handles password resets, account lockouts, and access requests promptly and securely.
=Configures and manages MFA to add an extra layer of security to user accounts.
=Familiarity with various O365 tools and applications and their functionalities.
=Experience in asset inventory management and tracking hardware/software assets.
=Proficiency in managing update schedules for both Windows and Mac systems.
=Capable of delegating access rights and permissions based on organizational requirements.
Feb 20233 mosApr 2023
Bengaluru, Karnataka, India
Laid Off
Jan 20212 yrs 2 mosFeb 2023
Bengaluru, Karnataka, India
=Expert in installing hardware and software applications.
=Proficient in troubleshooting installation issues.
=Configures Azure security groups for access control.
=Skilled in creating, managing, and deleting user accounts in Active Directory.
=Tracks hardware/software assets and monitors system health.
=Sets up and manages mailboxes, distribution lists, and email policies.
=Handles password resets, account lockouts, and access requests promptly and securely.
=Configures and manages MFA to add an extra layer of security to user accounts.
=Familiarity with various O365 tools and applications and their functionalities.
=Experience in asset inventory management and tracking hardware/software assets.
=Proficiency in managing update schedules for both Windows and Mac systems.
=Capable of delegating access rights and permissions based on organizational requirements.
=Expertise in Identity and Access Management (IAM) practices for controlling user access to resources.
=Competent in monitoring system health, identifying performance issues, and implementing corrective actions.
=Skilled in configuring sharing permissions and access controls for files and documents in SharePoint and OneDrive.
Education
Postgraduate Degree, Mechanical Engineering
Mangalore university
20142 yrs2016
Diploma of Education, Mechanical Engineering
Sir M Visvesvaraya Institute Of Technology
20112 yrs2013
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