Raju Kumar COMMUNICATION ADDRESS
Mob. No: -7836883185
B1-44 New Ashok Nagar, Near by Sony
Mart, New Delhi-110096
Email ID: rajuitinfo@gmail.com
OBJECTIVE:
To work in a team in a challenging and competitive environment where I can improve my
knowledge, capabilities and put them to use for the development of the organization.
WORKING EXPERIENCE:
Currently employed as a Senior Support VIP Executive at Fresco Global Pvt. Ltd., providing
technical support. I joined the company in January 2025 and have been working there since.
I have experience working as a Senior Support Engineer at InKnowTech Pvt. Ltd., providing technical
support to ZEE Entertainment & Enterprise Ltd. in Noida. I held this position from April 2020 to April
2024.
My previous role was as a System Engineer at HCL Technology Ltd., working on projects for IMSI Ltd. in
Noida
Provided IT support for a client at Evision TechnoServe from April 2018 to April 2019.
CURRENT CAREER SUMMARY (Senior support – VIP Executive)
Provide end user IT support
Manage onboard/offboard users on Microsoft Active directory environment.
Troubleshoot end user support request on window OS.
Troubleshoot laptop/PC hardware and software issue.
Manage users/groups on 0365, Teams, SharePoint cloud apps.
Configuring and troubleshooting of complete environment of 5000 + desktop, laptop and
printer etc.
Installing of win8, win10 and win11 create profile and reset password for user account is
required.
Installation and configuration of application (MS-Office, Adobe, Symantec, VPN, SAP & Various
types of software etc.)
Configuration of Local shared printer and Devices, Network printer’ Projector, Avaya Phone
and there networking etc.
Call logging complaint with vendors (HP, Dell).
SLA management for Incidents and Service Requests.
Provide support to VIP users in the current company.
Serve as the first point of contact for customers seeking technical assistance over the phone or
chat.
Perform remote troubleshooting through diagnostics techniques and pertinent questions.
Determine the best solution based on the issue and details provided by customers.
Walk the customer through the problem-solving process.
Direct unresolved issue to the next level of support personnel.
Record events and problems and their resolution in logs.
Follow-up and update customer status and information.
Pass on any feedback or suggestions by customers to the appropriate internal team.
Working knowledge of SMAX, Manage Engine Tool (Micro focus) ticketing tool.
Provide documentation and technical specifications to IT guys for planning & implementing new or
upgrade of IT infrastructure.
Daily operational meetings for discussion over the pending tickets
Follow-up with IT guys till the closure of tickets.
SCCM patching and Symantec & SOPHOS, Trend Micro update.
Write SOP manuals, bulletins to improve support process and procedures.
Work with our Service Desk, Documentation, and Remote Monitoring/Management all other system
to accept and resolve L1 and L2 service request, incidents and problems.
Proactive identification and analysis of issue (including P1 incidents, logs, analysis, and vendor alert)
and manage problem through to resolution.
Install & configure computer components & software manage, manage virtual environment.
Responsible for the maintenance, configuration and reliable operation of computer system .
Interact with clients via (email, phone, and remote tools) to support for product & environment
related issue till the resolution.
Diagnosing, troubleshooting, researching and identifying solutions for end user’s reported issues.
Monitor, Track & update the progress status of all Incidents & Service Requests.
Network troubleshooting and basic configuration.
Installation/Troubleshooting/Configuration of outlook mail client 2013,2016,2019,0ffice 365.
WDS/Windows re-image (Windows 7,8,10,11).
TECHNICAL SKILLS:
Networking : A+, N+, Basic Troubleshooting
Operating System : Windows 7, Windows 8, Windows 10, Windows 11
Email Client : office 365, Google Suite.
Remote tool : Lync, Team Viewer, Any Desk.
Academic QUALIFICATION:
Degree University/Board Institution
MCA P.T.U. Jalandhar SVIET, Chandigarh
BCA M.U. Bodh Gaya A.N.S. College Barh
XII B.S.E.B. BOARD PATNA J.J. College ARA
X B.S.E.B. BOARD PATNA SRI Nagar H.S Sukahara
PERSONAL DETAILS:
Father’s Name : - Awdhesh Kumar
Date of Birth : - 20th JUN 1992
Language Known : - English, Hindi
Marital Status : - Married
Nationality : - Indian
Interest & Hobbies : - Internet browsing, playing games and reading books to enhance me
Knowledge
Permanent Address : - Village – Chilha, Post – Bad, P.S.- Karakat Gorari Rohtas Bihar
Pin Code - 802214
DECLARATION:-
I do hereby declare that the above information is true to the best of my knowledge.
Place: Raju Kumar
Date: (Signature)
