Chandu G
IT Support Technician with 5+ years providing Tier 1 & Tier 2 technical support for desktops, laptops, mobile devices, and network systems across enterprise environments.
- Role
- IT Support Technician at Clarivate
- Location
- Newark, DE, US
- LinkedIn followers
- 500 followers
About Chandu G
IT Support Technician with 5+ years providing Tier 1 & Tier 2 technical support for…
Experience
IT Support Technician
Jan 2024 — Present · US
Provide Tier 1 and Tier 2 technical support to over 800 end-users across Clarivate’s global offices, addressing desktop, laptop, and mobile device issues.• Troubleshoot Windows 10/11 operating system, Outlook, and O365 login and synchronization problems through ServiceNow tickets.• Manage Active Directory user accounts, group memberships, and password resets ensuring security compliance.• Utilize SCCM and Intune for deploying system updates, security patches, and application installations across multiple departments.• Perform remote troubleshooting using RDP and TeamViewer, resolving connectivity and performance issues efficiently.• Document troubleshooting steps and resolutions in the internal knowledge base, improving response time for recurring incidents.• Configure and support network printers, VPNs, and Wi-Fi access points for hybrid users and onsite teams.• Collaborate with infrastructure and application teams to escalate critical incidents, ensuring minimal downtime.• Provide hardware diagnostics and replacements for desktops, monitors, and peripherals following company SOPs.• Assist with hardware lifecycle management, imaging new systems, and decommissioning old equipment.• Deliver exceptional customer service with a 97% satisfaction rate and consistent SLA compliance.• Support incident and request management in adherence to ITIL standards, reducing ticket backlog by 25%.
Education
KL University
Bachelor of Technology - BTech
Wilmington University
Masters in Information Technology
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