Agalya M

Experienced Retail IT Support Engineer with 5 years of expertise in delivering comprehensive technical support for retail systems and technology. Proficient in troubleshooting and resolving hardware and software issues, managing desktop and laptops, ensuring reliable network connectivity. Adept at coordinating with vendors and managing equipment replacements, ensuring minimal disruption to retail operations.

Committed to optimizing technology solutions to enhance operational efficiency and customer experience

Desktop Support Engineer at TATA Consultancy Services (2021-06 – Present)

• Provided technical support for retail systems, including desktops and laptops, inventory management software, and retail hardware.
• Recorded and managed all reported issues in a ticketing system, ensuring timely resolution and follow-up.
• Maintain network facilities in individual machines, such as drivers and settings of personal computers as well as network printers.
• Raising field engineer (FE) visits and guiding technicians through WhatsApp for Hardware-related activities
• Creating SCCM Name in D65 Tools for store support related application
• Remote management of Desktops using tools such as splash top
• Log a case for Microsoft and HP devices
• Provide first-level support for Microsoft Outlook issues, including email setup, configuration and troubleshooting. Help users with issues related to sending receiving and syncing emails
• Add systems to the domain and configure Remote Desktop settings for users and administrators to access the system remotely.
• Installing anti-virus in users pc.
• Setup network configurations and resolve problems related to both local and network printer
• Troubleshooting the step-by-step Hardware issues
• Installing, Troubleshooting and Maintaining of computers and Peripherals.
• KB Article Creation for all internal applications and troubleshooting procedure
• Remote management of Desktops using tools such as Any desk.
• Second level support for Microsoft Office application, Slowness issue and reinstallation application
• Global desktop for shared PC and dedicated PC
• Autopilot will work on Intune and Global desktop will work on Active directory
• Upload the Hash File in the Intune and reimage the PC
• Nexthink tickets based on the BSOD issue and C Drive full
• Hardware issue has been handled by the Local IT Team
• Remote management of Desktops using tools such as Quick Assist and Teams

Bachelor of Engineering – Sri Manakula Vinayagar College of Engineering, Puducherry (2017 – 2021)