Vivek Kumar

As an experienced IT Support Specialist, I specialize in delivering top-tier technical support to employees, ensuring seamless hardware setups, software installations, and system troubleshooting. My role includes setting up devices like laptops, desktops, and smartphones, managing security protocols such as multi-factor authentication, and ensuring compliance with software licensing agreements. I oversee IT asset management, tracking hardware inventory, managing loaner devices, and maintaining accurate records in asset management systems. I also excel in diagnosing and resolving hardware and software issues, providing first-level support for both Windows and Mac OS environments, and deploying applications through tools like SCCM. My focus is on minimizing downtime by providing quick, effective solutions, whether it's for system diagnostics, equipment swaps, or software updates. With strong organizational and communication skills, I am committed to ensuring optimal IT operations and a smooth experience for all users.

• Acted as the first line of support for users experiencing hardware, software, or network-related issues via phone, email, or helpdesk tools (e.g., BMC Remedy, Spiceworks, or in-house ticketing systems). • Provided first-level diagnostics and resolutions for common problems such as slow system performance, email issues (e.g., Outlook 2013/2016), printer errors, and Windows OS errors (Windows 7 or early Windows 10 versions). • Managed password resets and account unlocks in Active Directory and Microsoft Exchange environments, including basic group policy or permissions troubleshooting. • Supported hardware devices including desktops, laptops, CRT/LCD monitors, and basic peripheral devices (printers, scanners, mice/keyboards), often working with imaging tools like Norton Ghost or early SCCM deployments. • Assisted with installation and support of commonly used applications like Microsoft Office 2010/2013, Adobe Reader, Java, and legacy business applications used at the time. • Logged all user interactions and troubleshooting steps in a ticketing system, escalating complex or unresolved issues to L2 or infrastructure teams with proper documentation.