Well, in any IT organization, a support level is based upon the extent of technical

assistance provided for an IT Product or service to its customers. Usually it goes

upto 4 levels.

Level 1: It is a Support desk where a customer dials in, explain his/her issue and it
is equipped with support staff who have basic knowledge of product/service and
skill to troubleshoot very basic issues/problems of end customers. Like, password
resets, software installation/reinstallation/uninstallation etc.
Level 2: More knowledge, more experience in solving relatively complex issues
and can guide/help/review L1 support folks job in troubleshooting. If a solution is
not provided at this level then it extends to next level of competence and
experience

Level 3: They are experts in their domain and handle the most difficult problems,
mostly assisting both level 1 and level 2 specialists. They do also code changes,
research and develop solutions for challenging new or unknown issues.
The fourth level of support can be optional and usually restricted to a software or
hardware vendor and their management team on special issues.
So based upon this answer, choice of job at L1/L2/L3 may be clear by now. It all
boils down to level of expertise, experience and zeal of problem
solving/troubleshooting

L1 Role in General

Alert Monitoring, Reporting and Escalations

Incident Management Process

First Line Support (Logging, Triaging, prioritization, tracking, and routing

incidents reported by users) - this is primarily a service desk kind of environment
in which tickets are logged through any of the channels like phone, web, email,
text etc. Responsible for customer interactions and Respond SLA

They escalate the incidents to L2 if not resolvable by L1.

L1 Responsibilities :

Monitor the event alerts and notify to the concerned team and process the requests
from the end users to level 2 and level 3 support engineers.

Monitor the availability of the Database events like DB availability, Instance

availability and the space availability of disk drives and file systems.

Monitor the Oracle Alert logs files, transaction logs and backup logs.

Monitor the database related activities, respond calls from the Application support
and developments teams.

Monitor the backups, recovery errors, respond to the request regarding the
restoration of the DB

Monitor the metric alerts, performance related issues like high CPU utilization,
Application performance, high Memory utilization, Application tuning and Query
tuning
· Acknowledge the request for DB stop/start, user creation and grant specific
data access to user

CopperEgg – IT Infrastructure Monitoring

Boundary – Server & Application Monitoring for DevOps

BigPanda – Automate Incident Management.

AppNeta – Application Performance Monitoring Solutions

AppDynamics – Application Performance Management (APM) & Server

Monitoring
Anturis – Cloud-based Monitoring Service for Servers and Websites, IT
Infrastructure Monitoring
L2 Role in General

· Routine Administrative Activities

· Resolve incidents escalated by L1 as per the agreed SLAs and timelines.
They usually have a Run-Book which they can refer to for immediate resolutions.
They are also supposed to coordinate with any other support or dependency groups
in case the incident has any linkage.
· L2 escalates the problem to L3

L3 Role in General
· L3 staff is supposed to participate in management, prioritization, minor
enhancements / fix activities, problem management, stability analysis, etc. L3 is
supposed to be proactive in nature thus identifying problems in advance and
looking for continuous service improvements

Design and Implementation

Advanced configuration and Troubleshooting
Analysis of technical issues and permanent fix/solutio
Implementation of RAC
· Implementation of ASM
· Implementation of Data Guard for database failover between Data centre
and DR site, perform switchover /failover activities.
· Troubleshooting of cluster failures, ASM disk group’s failures and DR l
related problem etc.
· Adding and resizing of ASM disk groups.
· Work on issues that couldn’t be resolved by L2 team.
· Formulating Backup and Recovery strategies.
· Database upgrades/migrations.
· Install and configure Oracle enterprise manager Grid control.
· Formulating Backup and Recovery strategies
· Physical and Logical database designing
Design for CPU, memory, and storage capacity requirements.
· Design security policy and audit plan
· Database recoveries and identifying and fixing database corruption
· Designing database for High Availability
· Designing a Strategy to Maintain and Manage Databases
· Work on the performance issues related to Clustering, Create logical
diagrams to figure out the loop pools in the database designs and functionality.
· SQL tuning and optimization
 · Administering Basic and Advanced replication
· Administer a VLDB
Transport data across platforms
DB-Related Software Evaluation
Administer 3rd Party DBA Tools
Facilitate Training/Education

Professional Summary
A detail-oriented professional with a passion for service in the information technology industry. Skilled in
a wide range of desktop applications, their uses, and how to maintain and repair them. Expert
interpersonal communicator who is not satisfied until the customer is satisfied.

Proficient in a network environment utilizing PC software using various networking

technologies and protocol

 Assisted in the troubleshooting of local area network connectivity issues.

 Provided, oral, dictated and written form of communication with project managers
amongst IT Team lead, coworkers, managers and clients during implementation of
Migration projects at Omnicare.
 Provide technical support interfacing with IT staff/users to resolve customer needs and
support. Provide preventive maintenance on systems as and when required.
 Under direct supervision, participate in assigned projects, project teams, task forces as
applicable.
 Install and modified information technology components (e.g., network components,
peripherals as well software packages.), as well as deployment and complete user
configuration of new and user PC workstation profiles utilizing window 7 OS.
 Trained end users on the utilization of newly deployed software packages and new
technologies system usage operation.

Served as Field Network Engineer, Helpdesk and Desktop Support Engineer for
Getronics' client British Petroleum Company (approximately 600 users spanning over 5
remote sites) during the indicated dates.

 Provided technical support configuring and troubleshooting Cisco routers; Cisco

switches and Microsoft Windows NT and NT Workstation Servers.
 Implemented software and hardware upgrades on routers, switches and servers.
 Investigated, resolved and documented technical issues affecting the WAN/LAN
networks.
 Collected and analyzed network statistics for the Getronics's NOC in Houston, Texas.
 Created and implemented backup and restores policies and procedures.
 Provided technical support by telephone and email.
 Served as team leader for the internal IT Projects.
  Resolved hardware and software problems and provided network
troubleshooting, technical support and training to end-users, as well as
administered network security

Served as Tier II Desktop Support Technician for both onsite clients as well as remote
office users. Performed troubleshooting of VPN access to the company's local area
network, as well as non-super user level UNIX and Macintosh.

 Provided desk-side support for laptop and desktop computers

 Installed Windows operating systems
 Directed the testing and implementation project of LANDesk Management Suite (Intel's
version of SMS), whose asset management component generated a software license
report that substantially improved budgeting procedures.
 Reduced the deployment time of a new computer by 50% by creating hard disk images
containing a standardized list of application suites and security updates.
 Promoted to Senior Technician charged with assisting and resolving issues involving
UNIX, Mac, and Windows.

Managed and performed the maintenance of company computer systems. Provided

technical support to both Macintosh and Window users on a windows based network.

 Provided desktop/network support to 400 corporate users, 700 corporate-owned

properties and 300 franchise properties.
 Managed 10 employees via support and supervision, when needed.
 Installed, upgraded, supported and troubleshot Windows Operating Systems and
Microsoft Office suite, and other applications as assigned
 Performed general preventative maintenance tasks on computers, laptops, printers and
any other authorized equipment
 Performed remedial repairs on computers, laptops, printers and any other authorized
peripheral equipment

Desktop Support Engineer/proprietor

OS and application installation: Windows migrations and deployment of customized
images using SCCM, Ghost and Acronis.

 Active Directory and Group Policy administration, hardware configuration. User Support
for VPN, MS Office, applications.
 Provided onsite PC repair, virus- and spyware-remediation, maintenance/rejuvenation,
data-recovery, networking and upgrades.
 Led the development and servicing of a diverse customer base across the Sacramento
region utilizing Windows 7/Vista/XP skills.
 Maintained a strong consumer client base due to excellent knowledge and service,
working mostly on customer referrals.
 Delivered customized MS Windows-based software support and training tailored to
meet individual client needs.

Installed and configured PCs, laptops, peripherals, network hardware and software

 Resolved hardware and software problems and provided network troubleshooting,

technical support and training to end-users, as well as administered network security
 Provided user support and problem resolution for desktop computers, network access,
E-mail, and imaging XP to several computers using Norton Ghost
 Installed, Deployed, Configured Windows Server 2003
 Trained more than 20 desktop end users about printing, scanning, email, internet, MS-
Office package etc.

anaged incoming queue of help desk tickets from 50+ clients via email or phone

 Maintained queue of an average of 5-20 tickets per day, resolved tier 1-2 support issues
 Ensured swift ticket resolution and escalated issues to Tier 3 technician as necessary
 Visited client sites to resolve outstanding help desk tickets as needed
 Prepared and configured new laptops/workstations/thin clients to client specifications as
assigned
 Analyzed and diagnosed DNS/DHCP/VPN and other networking issues
 Actively worked with hardware and software vendors to resolve client issues in a timely
manner

Served as Field Network Engineer, Helpdesk and Desktop Support Engineer for
Getronics' client British Petroleum Company (approximately 600 users spanning over 5
remote sites) during the indicated dates.

 Provided technical support configuring and troubleshooting Cisco routers; Cisco

switches and Microsoft Windows NT and NT Workstation Servers.
 Implemented software and hardware upgrades on routers, switches and servers.
 Investigated, resolved and documented technical issues affecting the WAN/LAN
networks.
 Collected and analyzed network statistics for the Getronics's NOC in Houston, Texas.
 Created and implemented backup and restores policies and procedures.
 Provided technical support by telephone and email.
 Served as team leader for the internal IT Projects.

Name:
E-mail:
Phone:

To work in a challenging atmosphere where I could get an opportunity to learn and develop my
technical skills.
TECHNICAL SUPPORT SKILLS

-OS installation:- Win XP, Win Server 2003, 2008,Win Vista, Windows 7.
-Assembling, hardware up gradation troubleshooting,
-Windows maintenance, dual booting, upgrade & update the windows
-MS outlook configuration, Outlook backup & restore and troubleshooting
-Disk Management, partitions
-Printer installation and troubleshooting
-Antivirus update & virus protection
-Scanner configuration & troubleshooting.
-Troubleshooting of hardware and O/S
-Basic Networking, Map drive, Data sharing
-TCP/IP Configuration, Internet Maintenance
-Data Cards configure and troubleshooting
-Remote desktop and Remote assistance
-Wireless Networking, Networking in Domain environment
-Basic Firewall configuration.
-VNC Configuration and team viewer configuration.
-SQL Server Installation and Its backup and Restore.
-User Profiles Backup and Restore.
-Sharing folder, sharing device & Printer.

NETWORKING SUPPORT SKILLS

-Basic Networking, peer to peer, Map drive, Data sharing

-TCP/IP Configuration, Smooth running internet, Maintenance
-Networking in Domain environment, & troubleshooting
-Hardware Installation, Maintenance & trouble shooting
-Cabling, patching, and LAN troubleshooting

WORKING EXPERIENCE

Working at XYZ as Desktop Support Engineer since May 20XX

- Manage Domain environment for two sites through remote support (Team Viewer, VNC)
-Manage shared folder and devices through permission
-Mail Clients configuration backup &Troubleshooting (MS Outlook, Outlook Express)
-Data Backup of all users,
-Local and Network Printer configuration, troubleshooting.
-Internet & LAN configuration, troubleshooting
-Software troubleshooting update and patch installation
-Manage Antivirus (Symantec, Avira )
-Issue H/W, S/W and accessories to users.
-Inventory management.
-Data Cards configuration and troubleshooting.

EDUCATIONAL QUALIFICATION

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--

Personal Details

Date Of Birth:
Languages Known:
Address:

https://www.careerride.com/view/customer-relationship-management-resume-samples-and-
formats-5192.aspx

Customer relationship management resume samples and

formats

Name:
E-mail:
Phone:

Goal-driven performer in BUSINESS DEVELOPMENT, CLIENT HANDLING &

SERVICING who has executed organizational assessment and capacity-building plans
to achieve improved performance benchmarks while collaborating with cross-functional
staff teams, senior managers, board members, representatives, and consultants

To work in a challenging position for an esteemed organization that provides the best
opportunities to utilize my talent and leadership skills for professional and personal
development. Motivated achiever who is recognized for combining program excellence,
integrity, and innovation with best practices and disciplined attention to achieving
immediate and long-term goals and objectives.

1) Awarded as the BEST PERFORMER in ABC for getting highest sale in the year of
2010.
2) Continuously proved as a BEST PERFORMER in Client handling, Client servicing
and got appreciation from higher management.
3) Got 3 promotional hikes within the span of one and half year with the organization.

Company
Position - Customer Relationship Manager/ Business Development Manager
Duration

Job Profile

-Handling all the students enquiry.

-Collecting the daily sales reports from all the centers.
-Analyzing the report and providing suggestion to the centers.
-Supporting all the centers in providing manpower and resolving all service related
issues.
-Responsible for maintaining relationship between company and the Franchise.
-Looking after the promotional activities of company.
-Looking after the collection of royalty amount from franchisees
-Handling all New Franchise enquiries
-Maintaining stock management.

Company
Position
Duration

Job Profile

-Heading the Customer Relationship Management Team in resolving all the service
related issues (Team size 22).
-Provide Training to the CRM department.
-Making strategies for efficient functioning of the CRM team & increasing their
productivity.
-Involved in the PR activities for the organization.
-Building and Managing Personal Relationship with different Clients.
-Responsible for maintaining relationship between company and the telecom operators.
-Involved in recruitment process for CRM dept.
-Involved in employee engagement and productivity enhancement initiatives.
-Vendor management
-Handling SMS Advertising / SMS Campaigning / E-Mail Campaigning

Company
Position
Duration

Job Profile

-Gather and manage the client's day to day campaign requirements.

-Estimate effort and negotiate the timelines with client and other teams.
-Work with different teams such as graphic designers, technical services (Customization
& network center, research) to deliver the service by using the product, service process
and client specific knowledge within the defined timelines.
-Provide solutions for problems by identifying, evaluating and implementing alternatives
in a professional manner.
-Exceed client expectations by quality service and should help to increase our business
with client.
Personal Details:

Date Of Birth:
Languages Known:
Address:

https://www.google.com/search?ei=J9cAXaDFGpvbz7sP8JmdwA4&q=resume+formal+f
or+L2+desktop+support+engineer&oq=resume+formal+for+L2+desktop+support+engin
eer&gs_l=psy-ab.3...12786.24775..26508...0.0..0.1068.1943.0j4j0j1j7-1......0....1..gws-
wiz.......0i71j33i10.RVtmUMO2ME0

IMPORTANT

1 ] SRI KRUTHI MANI MALAI

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