Mukesh Selvaraj
Work : 5th Cross Road, Prasanth Extension, Whitefield, Bengaluru, Karnataka,
560066, Bengaluru, India
Email: [email protected] Phone: (+91) 9597361326
Website: https://www.linkedin.com/in/mukesh-selvaraj-767ab7118/
Gender: Male Date of birth: 28/08/1994 Nationality: Indian
ABOUT ME
Technical Support Engineer with 5.1 years of experience in Windows, Mac OS, SaaS, 0365,
CRM, Salesforce, End User Support (EUS). I provide Remote Technical Support Assistance
for software and hardware related issue .
WORK EXPERIENCE
[ 18/10/2021 – Current ]
Senior Technician ,Technical Support
Dell International Services Private Limited
City: Bengaluru
Country: India
1. Provided 1st line technical support; answering support queries via ticketing tool,
phone and email.
2. Answered incoming calls and logged all users questions and issues accurately and
efficiently into the ticketing system.
3. Providing Technical Support for Consumer and Commercial models like Inspiron, G
series, XPS, Alienware, Latitude, Vostro, Precision laptop as well as desktop with
Premium and Pro entitlement.
4. Resolving Technical support issues with keeping customer experience as a priority.
Providing end to end solutions with all requirements related to home computing.
5. Handling and resolving inbound technical queries of customers and also identifying,
diagnosing and troubleshooting issues.
6. Handling technical issue like Booting issues, Slow performance, System Hanging ,
Wifi, Blue dump- BSOD, Drivers issue...etc
7. For hardware related issue we create a dispatch, maintain the dispatch logs and
continuous follow up till resolution provided.
8. Helping B2B as well as B2C for upgrading the parts and create the Work order.
9. Worked on Remote tool such as Dell support assist and take the control of user
laptop and fix the problem.
10. Resolving basic network issues related to port, nic, network driver .
11. Provides remote end-user services, including help desk and technical support
services.
12. Experience in Dell tool such as DTC, PRM, Service Tag lookup, SFDC,CID,CDAT.
13. Strong experience in CRM applications such as Salesforce to update Case details,
Call logs, Email, Follow-up .…etc.
[ 19/03/2021 – 16/10/2021 ]
Advisor Voice Enterprise
Reliance SMSL Limited
City: Bengaluru
Country: India
1. Solving application problem issue on VOIP.
2. Handling Service-now ticket tool Working on the tickets based on SLA.
3. Enterprise products servicing on OTT platforms such as Jio Meet, M365, Jio
Online...etc
4. Enterprise connectivity service availability & troubleshooting (Wireline & Wireless)
5. Respond to Customers technical issue related to Broadband, leased line, VPN
connection and networking via e-mail/chat and Phone.
6. Product onboarding and usage induction.
7. Monitor, operate, manage, troubleshoot, and restore service to terminal service
clients, PCs or Laptop with authorized access to network.
8. Install, upgrade, support, and troubleshoot Windows OS, authorized desktop
applications, hardware, and peripheral equipment.
9. Service Billing, utilization & payments.
10. Network, Device and provisioning related user configuration.
11. Experience supporting on Cloud, SaaS Applications and SSO.
12. Experience supporting mobile devices like Android and iOS devices.
13. Hands-on technical experience for support/operations and related skills-
evaluating, troubleshooting, debugging, identifying root cause and resolving
issues/ addressing customer needs in timely manner.
14. Strong experience in CRM applications like Novel Vox to update Case details, Call
logs, Email, Follow-up .…etc.
[ 05/03/2019 – 05/03/2021 ]
Desktop Support Engineer
IBM
Address: Mumbai, India
City: Mumbai
Country: India
Role Title: Desktop Support Engineer
Client location: IBM- BKC , Mumbai
Company Name: IMSI staffing private limited
Roles and Responsibilities :
1. Hands on experience with international Voice process to fix and troubleshoot
issues.
2. Experience supporting mobile devices like Android and iOS devices.
3. Remote login to Virtual Machines to troubleshoot, monitor and deploy applications.
4. Checking regular synchronization and monitoring to ensure AV signature are
updated.
5. Knowledge of MS office application and troubleshooting.
6. Troubleshooting the technical issues related to IBM application and Client as well.
7. Configure and troubleshooting on Symantec End point Protection, Endpoint
Detection Response (EDR) and apply latest AV patches through FTP server on client.
8. Configuration and troubleshooting on Lotus notes software.
9. Troubleshooting on user profile and windows login issues with the domain.
10. Installation and troubleshooting on in different platform like Windows, MAC .
11. Coordinated and working with Microsoft or Symantec for related issues.
12. Worked on Remote support tools such Any desk, IBM big fix.
13. Experience in support Apple product with focus on Mac operating system, upgrade
management, image creation, MDM configuration profile.
14. Installation and troubleshooting of different client application software like Cisco
VPN and Remote connectivity.
15. PC Imaging and software installation.
16. Knowledge on data loss prevention and Malware analysis.
[ 10/08/2018 – 27/02/2019 ]
Desktop Support Engineer
HDFC bank
Address: Mumbai, India
City: Mumbai
Country: India
Role Title: Desktop Support Engineer
Client location : HDFC Bank- Andheri (East) , Mumbai
Company Name : Think- Apps solution Private Ltd.
[ 06/12/2017 – 08/06/2018 ]
Trainee Merchandiser (Customer Support)
Sai Supreme Textile Private Ltd
Address: Puducherry, India
City: Puducherry
Country: India
EDUCATION AND
TRAINING
[ 26/07/2012 – 27/06/2016 ]
B.Tech(Electronics and Communciation Engineering)
Achariya College of Engineering Technology https://www.acet.edu.in/
Address: Villupuram Main Rd, Villianur, Puducherry, 605110, Puducherry, India
CGPA - 7.93/10
[ 08/06/2011 – 22/05/2012 ]
HSC
Sri Aravindar Higher Secondary School
Address: Puducherry , India
Final grade: 75%
Type of credits: percentage
[ 03/06/2009 – 26/05/2010 ]
SSLC
Fatima Higher Secondary School
Address: Puducherry , India
Final grade: 82%
LANGUAGE SKILLS
Mother tongue(s): Tamil
Other language(s):
English
LISTENING C1 READING C1 WRITING C1
SPOKEN PRODUCTION C1 SPOKEN INTERACTION C1
Hindi
LISTENING C1
SPOKEN INTERACTION C1
ORGANISATIONAL
SKILLS
IT Skills
• Technical Troubleshooting
• Virus Detection, Removal & Prevention
• IT Infrastructure & Performance
• System Upgrades & Optimization
• Customer Relationship Management
HOBBIES
Yoga
CERTIFICATIONS
Certifications
Certified CCNA course at Accel IT Academy
Completed AP Deskside Training course at IBM
Completed Cybersecurity Training course at IBM
Completed Microsoft Azure Web Application Security course at IBM
