Rahil Nalband

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General Information

•Accomplished & Dynamic IT Professional, with extensive experience in managing and supporting an IT Service desk environment.
•Documented success during 12+ years of career – from IT Support tech to Service DeskTeam Leader with extensive knowledge of customer service and technical operations inservice desk environments.
•Well versed in a variety of common operating systems, applications, and hardware with aproven ability to master new tools and technologies quickly.
•Technically oriented and analytical exercises independent judgment and decision-making abilities in establishing technical standards, ensuring adherence, and in evaluating technology problems and creating manageable solutions.
•Efficient and Initiative-taking with working knowledge of the principles and techniques ofeffective supervision and training.
•In depth knowledge of evaluating tickets to determine trends and escalation paths.
•Proven track record of maintaining, analyzing, and troubleshooting computers andperipherals, also known for finding the cause to provide permanent resolution of problems.
•Hands-on experience in documenting and maintaining a knowledge base of technical issues.
•Able to lead, motivate and train IT Service Desk Team

Work Experience

March 2018
Acuris GlobalService Desk Team Leader, India

Promoted from 2nd Line Support Analyst to Service Desk Manager to Lead 1st Line Support Analysts team. Provide technical support to 350+ users in house & other regional offices and ensure proper maintenance of workstations, printers, and peripherals. Respond to user service requests and expediently resolve trouble tickets to maximize system uptime. Deploy new workstations and printers, installing operating systems, applications and windows updates and configuring network properties and hardware. Manage service desk team of 3 support technicians.

•Functioned as the main point of contact for the Service desk by coordinating tasks and events as required.•Successfully supervise and manage the overall performance of a team of three 1st Line SupportAnalyst, ensuring business and organizational goals and objectives to meet Service Level Agreements.•Interview, select and hire new quality service desk staff, as well as provide training and assistance with career development to enhance staff’s skill set and knowledge.•Develop and implement policies, procedures and process improvement initiatives to drive greater team effectiveness and efficiency and to adhere to corporate guidelines.•Continuously interact with all levels of the organization and leadership through attending and conducting meetings (i.e. conference calls, in-person meetings, and webcasts) and while overseeing critical priority incidents.
•Extensive hands-on experience in administering JIRA Service Desk ticketing tool.•Oversaw Service desk personnel to maintain the quality of service provided to end-user locally and remotely.•Managed and maintained tickets and work request queue in the JIRA ticket tool.
•Coordinated end-user training on new and existing systems.
•Evaluated tickets and administered departmental change management.
•Maintained logs of complaints and resolutions.
•Provided direct customer care as and when necessary.
•Troubleshoot hardware, software and network communication when escalated by the 1st Line support team.
•Installed new personal computer systems and windows upgrades.
•Provided support to end-users for common applications including MS Office, Windows OS, and PreInstalled software. •Maintained hardware and software inventories.
•Monitored user-side anti-virus software using the Symantec Endpoint Protection Manager.•Acted as a single point of contact for all the IT vendors and contractors.


May 2014 – February 2018
Acuris Global2nd Line Support Analyst

•Served as the primary contact for Technical support (In house support)
•Installation and maintenance of all systems within a client’s digital environment.
•Reimaging desktops and laptops using Microsoft Deployment Toolkit.
•Create/modify user account information, reset passwords, etc. via Active Directory and Exchange management console.•Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations
•Creation of Security and Distribution groups with user’s access permission.
•Providing NTFS permission through Active directory.
•Manage Shared mailboxes and Distribution list from Active Directory and office 365 Admin.
•Assigning office license to users from office 365 admin.
•Track and trace emails from Symantec Cloud and Message trace from Exchange Admin center.
•Email access and redirection to the manager as per the process via Office 365 admin.
•Data backup of Users OneDrive to Admin OneDrive on the cloud.
•Maintain track of software installed (licensed Software) on the company portal and SharePoint.
•Encryption, decryption of HDD/SSD in desktops and laptops using McAfee Endpoint Encryptiontool and data recovery.
•Monitoring point to point network connections, raising network issues with ISP and coordinating with the network administrator
•Preparation of training packs for user awareness.
•Producing documentation on operational, system and user procedures & guidelines.
•Obtaining quotes for the supply of goods and services from suppliers.
•Ensure adequate antivirus protection & solutions are maintained and updated.
•Identifying the severity of virus types and then actioning it accordingly as per process. for IPblacklisting escalating to the concerned team.
•Mitel phone account management including account creation, modification, and deactivation of an assigned phone number to the user.


October 2013- March 2014
ALAM Group of CompaniesIT Support Engineer

•Attend & Manage the calls (Tickets) by their priority and resolve the issue within TAT.
•Installation, Configuration & Troubleshooting Windows 7 operating system on Desktop & laptops.
•Configure & troubleshoot of User mail Profile on outlook 2013.
•Troubleshoot outlook & mail related problems, PST Backup & Restore. Configuration of PDA /Handhelds.
•Protect Systems from viruses by antivirus, update security patches & maintain system security.
•Installation, configuration & troubleshooting of Local & Network Printer.
•Manage & follow up with Vendors like Dell and HP for the warranty lookup of desktop, Laptop &Peripherals.


September 2008- October 2013
HCL Comnet Ltd (HCL Technologies Group)Sr. Technical Support Engineer

• Provided support on NSE Trading software to NSE customers.
• Troubleshooting the performance issues of trading applications.
• Handling FTP connectivity Issues for download & upload activity.
• Troubleshooting end to end NSE connectivity via Lease Line & VSAT.
• Attending calls of Customer's corporate user.
• Provide L1 & L2- Desktop support to NSE internal customers.
• Logging IT related calls/Tickets in CRM application.
• Assigning Hardware/Network related calls to Engineers.
• Maintaining Inward/Outward register for spare parts of Computers.
• Monitoring of Network machines.
• Monitoring of Server issues, patch, and Antivirus.
• Keeping track of pending calls & Escalation of calls accordingly.
• Vendor Follow up, Coordination and Escalation of Hardware parts of Computers.
• Preparing the MIS Reports daily. (Daily, Weekly & Monthly)
• Evaluating Change Request, Asset Management.
• Monitoring software and Internet links.


October 2007- September 2008
CMS Computers LtdTechnical Support Executive

• Installation and maintenance of all systems within a client’s digital environment.
• Producing documentation on operational, system and user procedures & guidelines.
• The building, configuration, and troubleshooting of server and desktop hardware.
• Providing advice on selection and purchase of IT equipment.
• Maintaining maximum availability of supported services for users.
• Obtaining quotes for supply of goods and services from suppliers.
• Implementing and managing Active Directory.
• Monitoring the progress of third-party maintenance contract suppliers.
• Ensuring that support calls are logged and handled effectively and efficiently.
• Ensure adequate antivirus protection & solutions are maintained and updated.


Summary of Skills

•Troubleshooting and Issue Resolution•End-user training and Support •Supervision & Management of Service Desk Team • System upgrade & Implementation •Rapid Ticket Response Times•Detailed Knowledge Base articles •Team Building and Leadership•Virus/Malware removal •Budget Management•Vendor Management •Asset Management•Software / Hardware Procurement •New Starters and Leavers process•Excellent Communication skills •Active Directory and Remote Desktop Connection • Microsoft Windows 7 & 10 and Software ProficiencyOffice 365 •Fogbugz and JIRA Service Desk ticketing tool•PRTG Network Monitoring Tool •Microsoft Deployment Toolkit•McAfee Endpoint Encryption
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