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vinay sr

@vinaysr

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L1/L2 desktop support engineer delivering SLA-driven Windows end-user support and troubleshooting for global teams.

India

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What I'm looking for

I want to keep delivering L1/L2 desktop and IT support with strong SLA discipline—troubleshooting Windows end-user issues, maintaining AD/Microsoft 365 access, and handling incidents through ServiceNow. I’m eager to grow into broader IT systems support.

I’m a Desktop Support/System Engineer with 2.2 years of experience delivering L1/L2 end-user computing support in a Windows enterprise environment. I focus on fast, accurate troubleshooting for desktop, application, and login/performance issues, especially for global teams.

I work in ServiceNow to log, categorize, and resolve incidents and service requests while maintaining SLA compliance through clear ticket updates and closure documentation. I also administer Active Directory user accounts—handling new user setup, unlocks, password resets, and permission changes to keep access running smoothly.

On the technical side, I troubleshoot VPN connectivity, Outlook issues, and driver installation problems, using structured questions to identify root cause. I support remote users with AnyDesk and VNC, perform patch management and validation, and coordinate with vendors during deployments—staying customer-centric, reliable, and security-minded.

Experience

Work history, roles, and key accomplishments

System Engineer / Desktop Support

Hcl Technologies

Apr 2022 - Jun 2024 (2 years 2 months)

Provided L1/L2 end-user computing support, resolving desktop, application, and login/performance issues for global users. Managed incidents and service requests in ServiceNow and handled Active Directory user administration.

Windows Linux SLA Driver Installation SQL L1 L2 Support Windows Troubleshooting Active Directory Microsoft 365 Outlook ServiceNow VPN Troubleshooting VNC Patch Management Incident Management Remote Support Patch Validation Documentation Python

Education

Degrees, certifications, and relevant coursework

Jain College of Engineering and Technology

Bachelor of Engineering, Computer Science Engineering

2018 - 2021

Grade: CGPA: 7.02

Completed a B.E. in Computer Science Engineering from Jain College of Engineering and Technology (2018–2021). Earned CGPA of 7.02 across semesters 3–8.