Gopal Arjunan

I have 7.8 years of experience in technical support which includes international and domestic voice support.

WORK EXPERIENCE

[ Job Title: Technical Specialist ]

[ April 2023 – to Till Now ]

• Working as a Senior Desktop Analyst in HCL Client (Qualcomm)

[ Job Title: Senior Technical Services Engineer ]

[ Jan 2021– to Till Mar 2023 ]

• Responding to queries via chat, email, or phone
• Training team members on troubleshooting and diagnosing problems 
• Providing technical assistance for questions and problems
• Software installation, configuration, and troubleshooting for end users Hardware and software upgrades,
• Resolving problems with networks and other computer systems
• Tickets Handling and Escalation. Ensure that the tickets are closed within SLA
• Handling ticket for providing the various User Access Management requests 
• Experience in DL creation and mailbox creation / shared mailbox creation in O365 admin console 
• Experience in providing the access to the users in shared / individual mailbox to the users based on the request 
• Following up with customers to ensure full resolution of issues
• Responding to a reported Major incident, identifying the cause, and initiating the incident management process
• Prioritizing incidents according to their urgency and influence on the business
• Facilitate with the technical teams for troubleshooting efforts and engages additional technical support as needed, including vendor support
• Investigate and diagnose Major Incident to restore failed Application or Service as quickly as possible
• Document troubleshooting steps and service restoration details for accurate timeline 

[Job Title: Senior Analyst, IT Technical Analysis]

[Jan 2019– to Jan 2021]

• Managing the big data center infrastructure, maintain the servers and network equipment’s 
• Racking and stacking the servers and network switches etc. 
• Maintaining the Asset inventory of all the servers and switches etc.
• Support the users and troubleshooting the server issues providing the resolution steps 
• Troubleshooting the issues in dell servers in hardware level understand the root cause and resolving it in a timely manner
• Upgrading and replacing the peripherals in dell servers 
• Upgrading the Dell Server BIOS, IDRAC and CPLD firmware’s, reprogramming and flashing the bios and IDRAC firmware’s
• Troubleshooting the issues in BIOS and IDRAC on DELL servers 
• Experience in updating the IDRAC through serial cable and enabling the root access in IDRAC for taking serial logs and upgrading the IDRAC license for virtual console 
• Having experience in chassis firmware upgradation for project use 
• Installing the OS in different platforms (windows, Linux, and esxi etc.)
• Having good experience with dell 13, 14, 15G servers (Rack, Tower, blade servers)

[Job Title: Data Centre Operation]

[Jan 2017– Jan 2018]

• Handling windows & Unix/Linux server backup and restorations and monitoring production and DR servers
• Monitoring HP-UX & Windows server physical verification
• Data Centre Management for Planned /Un Planned Maintenance Activities.
• Application team coordination and supporting them to resolve service impact and incident tickets.
• Maintaining Supporting the apps server’s oracle and MySQL servers 
• Ensuring 100 % Service availability for all customers -Server Uptime/

• Perform Incident Management & Root cause analysis /Mail flow monitoring and routing as per the process.
• Performing daily checklist for critical servers and sent a mail to customers Maintain and Monitoring Server Room Temp, Humidity
• Tickets Handling and Escalation. Ensure that the tickets are closed within SLA
• Taking Backup and Restore Using HP- Data Protector Tool 7
• Maintain Backup Tapes are Safe & Secured.
• Taking Regular Backup & Restore on File server And Database Server.
• Backup Supporting for Oracle production server.
• Trouble Shooting Media & Drive Related Issue

 [Job Title: Desktop Support Engineer]

 [Feb:2015 – Sep 2016]

• Attend E Helpline Calls and Ensure closure with Proper resolution 
• Software installation, configuration, and troubleshooting for end users Hardware and software upgrades,
• Installing and configuring the Windows OS, Configuration of Domain & Workgroup.
• Installing, troubleshooting, & Maintaining the Antivirus (McAfee)
• Configuring and Troubleshooting the Desktop and laptops
• Configure and troubleshooting MSOffice Outlook in MSOffice -2003,2007,2010,2013
• Installing USB Printers, Network Printers and troubleshooting issues 
• Installing and troubleshooting Experience in Barcode Equipment’s 
• Providing Remote support For Outlook, Browsers (IE and Chrome) Issues and Oracle applications problem.
• Installing, Maintaining and Troubleshooting of LAN.
• Experience using administrative tools and working knowledge of MS Active Directory 2003, 2008.
• File and print server maintenance & Maintaining the share folder permission 
• Experience working with server Antivirus installing, maintaining & troubleshooting 
• Experience with server patching, update all the server patches with windows updates and services in source server (WSUS Server)
• Experience in Data Centre Operation

[Dell] [payroll: 3In Solutions]

[Job Title: Desktop Support Engineer]

[Jun:2014 – Oct 2014]

• Experience with working MDT Tool for OS Migration 
• Backup and restoring the user data like manual and automation (MUST &USMT) Tool 
• Configuring and troubleshooting the Lotus Notes
• Lotus notes Archive file mapping and user ID mapping 
• Installing and troubleshooting Symantec antivirus 
• Providing Remote support to the End users, Software installation, configuration, and troubleshooting for end users 
• Hardware and software upgrades,
• printer driver installation, printer sharing and share printer connection 

EDUCATION

[2011 – 2014]

[Diploma in Electronics and communication Engineering -84%]

[Govt Higher sec School]

[2010 – 2011]

[Secondary School Leaving Certificate – 72%]