Mahesh Parsa
Senior Technical Support Engineer
Hyderabad
Summary
Accomplished Senior Technical Support Engineer with a proven track record at Ashray - Akruti, specializing in Office 365 and Windows server management. Excelled in enhancing client retention through exceptional remote and application support, demonstrating strong leadership and problem-solving skills. Achieved significant productivity improvements by spearheading system audits and updates. Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Senior System Administrator
Ashray - Akruti
Hyderabad
06.2022 - Current
- Led a team of junior engineers, ensuring timely delivery of high-quality support services to clients.
- Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.
- Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.
- Supported cross-functional teams by creating tailored solutions using various combinations of Office 365 applications.
- Contributed to IT documentation by creating and updating comprehensive guides related to Office 365 administration and best practices.
- Used computer software programs such as MS Office 365 Suite and [Software] to facilitate maximum productivity.
- Boosted office morale by organizing social events such as holiday parties or team lunches.
- Supported seamless remote work transitions by setting up and troubleshooting VPN connections for employees.
- Created VPN infrastructure and allowed for secure remote connections.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Diagnosed and resolved hardware and software issues.
- Maintained network hardware and software and monitored network to support network availability to end users.
- Completed software updates and assessed security patches for optimized computer use.
- Self-motivated, with a strong sense of personal responsibility.
- Increased overall productivity with regular system audits and updates.
- Diagnosed and troubleshot hardware, software and network issues.
Desktop Support Engineer
Karvy Data Management Services
Hyderabad
02.2018 - 06.2022
- Optimized PC performance through regular updates, patches, and system upgrades.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Monitored system performance to maintain system integrity.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
- Collaborated with the IT team on network infrastructure improvements, resulting in reduced service interruptions.
- Configured and installed computer systems for other sub-organizations.
- Coordinated with vendors on warranty claims for faulty equipment, reducing costs associated with repairs or replacements.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Deployed and maintained desktop systems to ensure optimal functionality and minimize downtime.
- Performed data backups regularly to safeguard critical information against loss or corruption due to system failures or security breaches.
Education
Batchelor of Computers - Computer Applications Development
ZPHS High School
Nacharam 03.2012 - 12.2015
Skills
Application support
Remote Support
Customer Support
Windows server
Office 365
Timeline
Senior System Administrator
Ashray - Akruti
06.2022 - Current
Desktop Support Engineer
Karvy Data Management Services
02.2018 - 06.2022
Batchelor of Computers - Computer Applications Development
ZPHS High School
03.2012 - 12.2015
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