Technical Support - L2 Partner Engagement Dedicated Tech
Position ID L2-00756
WORK EXPERIENCE
Technical Support-L2 Partner Engagement Dedicated Tech
ConnectWise
19th Oct 2016 - Present
Mumbai
Achievements / Tasks
· Hands-on working experience with existing Clients Adecs Ltd (UK)4 years and Brash Solution(UK) as a dedicated Technical L2 Jr Server Technician for 4 years on Windows desktops and Windows server maintenance related to any issue with the desktop and server performance networking, backups, security etc.
· Knowledge/Experience working with all types of Antivirus and security Software’s.
· Knowledge/Experience on the installation of all types of software’s hardware.
· Worked on Windows desktop Patching and Windows server patching.
· Worked on different issues on the Windows server and desktops such as High CPU/memory Utilization, Page file setup, low disk space, unexpected shutdown, RDS, Soft hang, Hard hang, Slow Performance, No boot, No Post etc.
· Good knowledge of working with AD, Exchange, Office 365. Group Policy with existing Client Brash Solution as Dedicated Technical Support Engineer
· Performing server scanning activity in case of Malware or Ransomware attack to make sure server is clean and safe after scanning.
· Handling server maintenance activity making sure server is up to date with all the security patches, Antivirus definition is up to date on the server and performance of the server up to the mark as needed.
· Handling L1 & L2 Escalations and resolving them.
· Providing Anti-virus support for several Anti-Viruses like Symantec, McAfee, TrendMicro, Vipre, AVG. Ensuring that the definitions are up to date and troubleshooting and updating them via centralized console.
· Managing Backup for multiple sites and multiple server with different backup technology such as Tape Drive,NAS, Disk Storage, One Drive, Azure Cloud Backup, Acronis Backup, Dropbox etc.
· Worked for Service Request Team(SRT) and Preventive Maintenance Team (PMT).
· Providing solutions to Managed Service Provider’s “Endpoints” based globally from our Network Operation Center, working on Servers with Hyper-V hosts.
· Resolving issues notified in the form of Alerts or Tickets which are encountered on servers by our RMM-Agent.
· Respond to customers on Chats, Calls and Emails to maintain client relationship for business and help the Service Request Team in achieving targets.
· Good Knowledge Configuration and setting up network devices such as Printer, Scanner, Scan to network, Scan to Email, Scan to local PC, Printer Sharing etc.
· Good Knowledge of Control Panel of multiple hosting service provider such as Go daddy, Netcetera, reg-123, TSO Host etc.
· Excellent knowledge of working as Exchange Admin and office365 Admin, issues such as Domain setup, 2FA Setup, User Creation, License assignment, updating mailbox permission, shared mailbox, Distribution List, mail flow, Security and compliance center, Audit Logs, Setting up notification alerts, threat policies, updating mx,cname,spf,txt records, Teams permission and setting, allow or block email or domain, managing online archive, increase mailbox quote, creating email rules, and other outlook and office related issues…
· Manage issue related to Windows Virtual Desktop and Vmware Horizon Virtual Desktop.
· Manage Backup on technology like BDR,DATTO, SAAS
Sr Technical Support Professional HP (US)
Convergys India
Jan 4, 2010 – Oct 18, 2016
Mumbai
Achievements / Tasks
· Handling Technical Calls for HP Desktops, Notebooks and all in one system.
· Installation, Configuration, Troubleshooting of Third-party productivity software or Antivirus.
· Performing Recovery or OS Re-installation on HP OEM Unit. Installation configuration of HP Printer, Scanner Performing Scanning activity in case of Virus infection.
· Troubleshooting on Basic internet connectivity issue.
· Troubleshooting No power, No Boot, No Post issue (HP OEM Unit)
· Handle customer inbound and outbound calls and support them remotely for software related issue.
· Responsible for managing team and supporting the frontline agent in case if any technical difficulties. Microsoft Games and Hardware-US/UK.
· Helping customers to Installation configuration and resolve their issues for Win 7, Win 8, win 8.1., Games, hardware such as wireless Keyboard, Mouse Webcam. Handle customer inbound calls and support them remotely.
· Providing hardware and Software support to the end user testing devices and creating dispatches for the same in case of faulty product.
· Installing formatting OS troubleshooting OS Upgradation, degradation.
· Installing and Troubleshooting Apps activation of OS Installing Configuring Drivers Provided.
· Basic Internet settings to access Internet. HTC-India Handling client calls related to hardware and software related issue for HTC Android Phones.
· Helping clients on calls to setup new HTC phones for first time user.
· Supporting the users remotely for software issues. Handling Escalation calls related to repair and complaints. Managing Inbound and Outbound Team for repair status. Call Evaluation and work on major call drivers to reduce the customer complaint and increase CSAT and NPS.
· Handling OJT Batches of new employees.
· Plan client meetings. Prepare spreadsheets, reports and presentation, manage records and administrative database.
· Perform filing, data management, drafting and editing.
Team Leader
ICICI Bank
March 2006 – Sep 2009
Mumbai.
Achievements / Tasks
· Managing Outbound Teams of 20 Phone Banking Officers handling escalations calls related to service or Product issue.
· Provide Training to newly joined phone banking officer.
· Focus on Target and works towards it.
· Managing Data and Making Sales Report.
Customer Service Representative
Page Point India Pvt Ltd.
March 2004 – Feb 2006
Mumbai
Achievements / Tasks
· Handling Inbound and Outbound calls.
· Updating the client complaint related to service issues.
· Taking follow up on the existing complaint to get it sorted.
· Taking Client Feedback for Service Improvement.
SKILLS
Office 365 Administration and Azure Ad connect, On-Premises Active Directory Domain Services, ConnectWise RMM, Microsoft Defender for Endpoint,Sentinel One EDR, ConnectWise Screen Connect, Azure Entra ID, Group Policy management Console, Exchange, Windows Virtual Desktop, Vmware Horizon Virtual Desktop, All Types of Backup Technology, Firewall Like Watch guard and sonic wall, Basic Networking, Antivirus, Server Maintenance and Troubleshooting, basic knowledge of Hyper-V, VMware Citrix Server, Domain Hosting and Domain Setup on Active Directory and Office 365, Basic Knowledge of Azure Backup Agent Deployment on the Server, New server Deployment on the Azure Portal as per the Client Requirement, Storage solutions such as SAN,NAS, Google Drive, Dropbox, One Drive & Acronis
CERTIFICATIONS
December 2020 Americans with Disabilities Act.
March 2019 RMM Connectwise Specialist.
April 2019 Connectwise Administration Specialist.
March 2019 Connectwise Backup Specialist.
March 2019 Connectwise Help Desk Activation Specialist.
April 2019 Connectwise Certified IT Expert.
April 2019 Connectwise MSP Operations Specialist.
April 2019 Connectwise Sales Specialist.
September 2021 GDPR.
March 2022 Restricted Intelligence.
October 2021 ITNC Cybersecurity Fundamentals For Engineers Degree.
December 2020 ITNC Cybersecurity Fundamentals for Sales Degree.
September 2019 Network Security Associate.
January 2020 Fortinet's Network Security Expert.
September 2021 Security Awareness Fundamentals.
September 2021 Understanding and Protecting.
Security Awareness Foundation 2024.
Unlocking MSP success Insight from Connectwise IT Nation 2024.
AI Chatbots Understanding Aug 2024
TRAINING
Connectwise RMM
Connectwise Screen Connect.
PSA