Remote support engineer

Ramesh Sampath

IT Engineer (IT Infrastructure & Operations)

8951258173 | rameshcse001@gmail.com | Bengaluru, 560017

Professional Summary

Diligent IT Engineer (IT Infrastructure & Operations) with 5.5 + years of experience providing technical support for various computers, systems, and office equipment. Balances priorities while quickly solving issues to strengthen business processes and performance.

Work Experiences

Omega Healthcare Management Services Private Limited

Designation: IT Engineer (IT Infrastructure & Operations) May 2022 -Present

Created and managed user accounts, mail IDs, security, and distribution groups in Active Directory.

Collaborated with desktop/network teams to troubleshoot critical server issues, providing expert technical support

Managed incident and change requests using Sapphire ticketing tool, ensuring timely resolution.

Active Directory (User ID creation, deletion, admin rights & hostname creation).

Addressing tickets and End-user support for both WFH and WFO users (Ticketing Tools like Sapphire & Service Now).

Remote tools handling (Any desk, team viewer & Microsoft teams & SCCM Console).

Configure, backup, and troubleshooting of Outlook.

Providing solutions to users via telephone, email, and remote tools.

Antivirus handling (MacAfee & Windows Defender).

Meeting Tools (Zoom, Microsoft Teams, Skype & Go To meetings).

Helping users to login Client applications and troubleshooting (Citrix, AWS, AVD, VMware)

Endpoint protection DLP agent (Force point) configuration.

VPN configuration and troubleshooting (FortiClient, Color Token, Global protect)

Bit Locker encryption and saving the recovery key.

2FA & MFA configuration and basic understanding of AZURE and knowledge in the cloud.

Managing company IT assets. Attend to their maintenance and repair

Responsible for all the outages like network links, server issues, Application Related issues and monitor till the closure according to the classification and priority.

Basic LAN / WAN connectivity and internet troubleshooting and I/O port Crimping.

Checking in switch end enabling internet access by replacing patch cords.

Experience troubleshooting hardware (desktops, laptops, monitors, printers) and software errors and failures.

Basic firewall knowledge and proxy handling.

SIEM tickets handling and responding to security threats and reporting to the compliance team.

Spatial Hawk Geoinformatics Pvt Ltd

Designation: System Engineer May 2020 - April 2022

Aspire NXT Pvt Ltd

Designation: Technical Support Engineer July 2019 - April 2020

Technical Skills

Installed and configured AD DS (Active Directory Domain Service)

Installed and configured Windows 2012, 2016, and 2019 servers

Performed server OS upgrades in physical and virtual environments

Configured and managed DHCP, DNS, and Active Directory

Configured DHCP: IP range, server reservations, and user login

Data Loss Prevention (DLP) and Azure Information Protection (AIP)

Basic Networking & Windows Troubleshooting

VMware/ Citrix workspace Client setup troubleshooting

Basic Concepts of O365 Exchange admin

Microsoft MDM & Firewall’s, DLP, EDR, Proxy concepts.

Knowledge of Data Loss Prevention (DLP) and Azure Information Protection (AIP) are two tools

Certification

Cloud Compute Architect – Aws & Azure Cloud Architect (Simplilearn Pvt Ltd)

Achievement & Rewards

Star Supporter Award for September 2024 at Omega Healthcare Pvt Ltd.

Education

Diploma in Computer Science Engineering 2010-2012 St. Joseph College, Krishnagiri in 2012 with 75%.

Personal Skills

Analytical and problem-solving skills

Attention to detail and organization

Effective communication and teamwork

Adaptable and flexible

Strong troubleshooting skills

Time management and prioritization

Continuous learning and growth

Customer-focused and supportive

Leadership and mentorship

Languages Known

English, Tamil & Kannada.

Interest

Motorcycle and travel enthusiast

Cooking and

trying new cuisine

Music and Gaming