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Roland Xavier Fernandes

Roland Xavier Fernandes is an IT support engineer and helpdesk technician with over 3 years of experience providing technical support to users in environments with over 150 users. He has expertise in technical troubleshooting, system upgrades and optimization, security, backup and recovery solutions, and technical and user documentation. His resume lists his education and professional experience working for companies like Allied Digital and RITSnet, where he resolved user issues, installed and configured systems, and ensured system security.

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46 views

Roland Xavier Fernandes

Roland Xavier Fernandes is an IT support engineer and helpdesk technician with over 3 years of experience providing technical support to users in environments with over 150 users. He has expertise in technical troubleshooting, system upgrades and optimization, security, backup and recovery solutions, and technical and user documentation. His resume lists his education and professional experience working for companies like Allied Digital and RITSnet, where he resolved user issues, installed and configured systems, and ensured system security.

Uploaded by

dunnome
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Roland Xavier Fernandes

H.no:900 Bellavista, Raia, Salcete-Goa | [email protected] | +91 8830607810 / 8805328343

Skype ID: live:7e668465086fd446

IT Support Engineer | Helpdesk Technician

Dedicated helpdesk professional currently providing technical support in a 150+ user


environment. Skilled problem-solver able to communicate with users at all levels of technical
proficiency. Troubleshoot, resolve and document user help requests for desktop, laptop, mobile,
network and peripheral problems.

Expertise:  Technical Troubleshooting  System Upgrades & Optimization

 Security, Backup & Recovery


 Virus Detection, Removal &
Prevention. Solutions.
 IT Infrastructure & Performance  Technical & User Documentation.
Tuning.
 CCTV Troubleshooting and
Installation.

Technical Summary
Platforms: Windows, Linux, Mac OS
Networking: LANs / WANs, TCP / IP, VoIP, DNS, HTTP, Wireless, SQL, Routers
Switches, Firewalls, Active Directory Domain Controllers.

Hardware: Desktops, Laptop, Printers, Scanners, Projectors, CCTV, Server.

Applications: Office 365 Admin portal, liason, Endpoint Antivirus, MS office.

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Professional Experience/Training

Allied Digital, India | Customer Support Engineer, 3/2020 to Present

Maintain and support systems, ISP, Software, printers and peripherals of Air India Ltd at the
Goa Airport; respond to user service requests; and resolve trouble tickets.
 Install, configure, and maintain network services, equipment and devices.
 Install, configure, and maintain Liason.
 Had been Responsible in monitoring the network performance.
 DNS & DHCP configuration.
 SAP (System Application Program) installation and configuration.
 Installation, configuration and Troubleshooting of IBM Lotus Notes.
 Troubleshooting and fix windows Operating System problems.
 Responsible for mail client Lotus Notes application installation& troubleshooting.
 Working with remote desktop & troubleshooting the problems.

RITSnet, Margao, Goa | IT Support Engineer, 2/2017 to 2/2020

Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to
user service requests; and resolve trouble tickets. Ensure system security for desktop, mobile and
cloud environments.

 Closed 85% of trouble tickets on the first call without escalation.


 Maintain a thorough understanding of the basics behind the Internet and its workings
(DNS, Security, IP Routing, HTTP, VPN, Email Routing, SPAM, etc.).
 Knowledge and experience with Firewalls, including Sonicwall in resilient
environment and Checkpoint.
 Installation and configuration SQL Server. Managing and Taking Backup of SQL
Database.
 Implementat ion of Act ive Directory Services.
 Creat ing and Managing User and Group account policy.
 Installat ion Terminal Server and Remote desktop Client s.
 Managing O365 Admin portal. Creat ing user & Permissions, client mail
backup, Configurat ion of out look in all and handheld devices as well as
maintaining users’ data.
 Managing and Installat ion of surveillance syst em (IP/Analog)
 Commended for quickly resolving complex issues including system crashes, network
slowdowns, connectivity problems, security breaches, virus infections and more.
 Achieved a user satisfaction rating of 3.9/5.0 (14% higher than average); consistently
logged and monitored ticket status to ensure fast, quality resolution of every issue.

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 Visits to Client location for in-depth Troubleshooting and Maintenance’s.
 Set up secure Wi-Fi, LAN and VoIP networks at remote locations, leading client/server
configuration and performance-tuning of crucial infrastructure to ensure seamless
business operations.

Carvalho Business Solutions, Margao, Goa | IT Trainee Engineer, 5/2016 to 10/2016

Provided level 1 technical support for 30+ users. Ensured quick resolution of user concerns and
escalated more complicated issues to helpdesk managers.

 Cut incident callback rate by 12%; used technical, analytical and communication skills
to accurately identify user needs and provide effective solutions.
 Installing and Troubleshooting Windows 8.1/8/XP/server.
 Installing office 2007/2010.
 Install and Configuration of CCTV.
 Installing basic software (e.g. Win amp, WinZip, Mozilla web-browser, Fonts etc.)
 Crimping CAT-5/6 cable with straight and cross method.
 Making Dual-Boot computer With 7 and XP.
 Installing and configuring hardware part (LAN card, Modem, TV-tuner, VGA card,
Alarm System etc.)
 Making Workgroup Local area network.
 Installing and configuring Laser / Inkjet / Dot-matrix Printers, Fax machine &
Scanner.
 Assembling Computer with Intel/AMD processor, Intel/Asus/Gigabyte/Ash-rock
Motherboard.
 Awarded “Best Newcomer Engineer” for delivering outstanding technical support and
customer service.

Education

2016 Advanced Networking in Information Technology from Industrial Training Institute


(ITI) Borda, Margao with 75% marks.

12th (Science) from Multipurpose Higher Secondary School Borda, Margao with
2014 45%marks.

2012 10th from Our Lady of Snows Raia, Goa with 65% marks.

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Hobbies and Interests

In my spare time, I read technology, history food magazines. I enjoy eating and trying out
various cuisines. I also enjoy travelling and try to do so in my leisure time.

Personal synaptic

 Family of four.
 Date of Birth 18th August, 1996.
 Languages known English, Hindi and Konkani.

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