Technical Support - L2 Partner Engagement Dedicated Tech
Position ID L2-00417
WORK EXPERIENCE
Technical Support-L2 Partner Engagement Dedicated Tech
ConnectWise
5th May 2014 - Present
Mumbai
Achievements / Tasks
ConnectWise RMM:
· Monitor and manage client systems remotely to ensure optimal performance.
· Deploy software updates and patches across multiple endpoints.
· Analyze system alerts and take proactive measures to prevent issues.
· ConnectWise ScreenConnect:
· Provide remote support to users by accessing their systems securely.
· Troubleshoot and resolve technical issues in real-time.
· Conduct remote training sessions and demonstrations for end-users.
M365 Administration:
· Manage user accounts, licenses, and permissions within Microsoft 365.
· Configure and maintain Exchange Online, SharePoint, and Teams.
· Implement security policies and compliance settings for M365 services.
· Microsoft Defender for Endpoint:
· Deploy and configure endpoint protection across all devices.
· Monitor security alerts and respond to potential threats.
· Conduct regular security assessments and vulnerability scans.
Entra (Azure AD):
· Manage Azure Active Directory for identity and access management.
· Configure single sign-on (SSO) and multi-factor authentication (MFA).
· Integrate Azure AD with other cloud services and applications.
· Intermedia:
· Support and maintain Intermedia communication and collaboration tools.
· Troubleshoot issues related to email, voice, and conferencing services.
· Manage user accounts, licenses, and permissions within Microsoft 365.
Barracuda:
· Administer Barracuda security solutions, including firewalls and email protection.
· Monitor and respond to security incidents and alerts.
· Perform regular updates and maintenance on Barracuda appliances.
· Whitelisting and backlisting of emails.
· Adding exception for DMARC, SPF, DKIM.
· JumpCloud:
· Utilize JumpCloud for directory-as-a-service and device management.
· Manage user identities and access across various platforms.
Sherweb:
· Collaborate with Sherweb for cloud-based solutions and services.
· Provide support for hosted applications and infrastructure.
· Assist in the deployment and configuration of Sherweb products.
IT Glue:
· Maintain comprehensive IT documentation using IT Glue.
· Ensure all documentation is up-to-date and accessible to relevant teams.
· Create and organize knowledge base articles for common issues.
Salesforce:
· Support Salesforce CRM operations and integrations.
· Customize Salesforce to meet business needs and improve workflows.
Active Directory:
· Manage on-premises Active Directory environments, including user accounts and group policies.
· Perform regular audits and clean-ups of AD objects.
· Implement and enforce security policies within Active Directory.
AutoTask:
· Use AutoTask for ticketing and service management.
· Track and prioritize IT support requests and projects.
· Generate reports on service performance and customer satisfaction.
Senior Advisor
3 Global services
1st February 2010 - 7th April 2014
Mumbai
Achievements / Tasks
· Inbound calls.
· Bill Explanations
· Handling escalations.
· Floor Support
· Team Training
L1 Technical Support Advisor (HP Desktop Support)
Streams International service Pvt. Ltd.
22nd September 2008 – 25th January 2010
Mumbai.
Achievements / Tasks
· Inbound calls
· Managing customer queries
· Troubleshooting Computer hardware & software related complaints
· Mentoring newcomers in the team.
· Outbound calls
L1 Technical Support Advisor (Dell Laptop support)
Wipro BPO
7th May 2007 – 31st August 2008
Mumbai
Achievements / Tasks
· Inbound calls
· Managing customer queries
· Troubleshooting Computer hardware & software related complaints
· Mentoring newcomers in the team.
· Outbound calls
SKILLS
ConnectWise RMM, ConnectWise ScreenConnect, M365 administration, Microsoft Defender for Endpoint, Entra (Azure AD), Intermedia, Barracuda, JumpCloud, Sherweb, IT glue, SalesForce, Active Directory, AutoTask
CERTIFICATIONS
Office 365 Administration
Intune MDM /MAM Microsoft training course with HANDS ON