Technical Support - L2 Partner Engagement Dedicated Tech
Position ID L2-01561
WORK EXPERIENCE
Technical Support-L2 Partner Engagement Dedicated Tech
ConnectWise
April 2022 - Present
Pune
Achievements / Tasks
· Diagnosed and resolved hardware, software and network related issues for media players and display systems.
· Installed and configured digital signage software on multiple systems.
· Provided remote troubleshooting using ConnectWise screen connect across locations.
· Logged and resolved issues using ticketing tools (ConnectWise manage and oracle NetSuite)
· Assisted users with technical issues via call and email
· Managed remote power cycling (IP power and Bluebolt )and device recovery
· Monitored and maintained devices via goggle Admin console
ConnectWise RMM
· Monitored health and performance of Windows, macOS, Linux systems, and network devices.
· Managed OS and third-party patching to maintain security and compliance.
· Executed remote tasks using multi-line scripting
· Generated and analyzed reports on endpoint health, patch compliance, and key performance metrics.
ConnectWise Screen Connect
· Initiated and managed remote support sessions with end users.
· Guided users through connection processes using session codes or links.
· Performed basic troubleshooting while maintaining effective communication.
· Adhered to security protocols, including authentication and permission management.
SDS Associate (Customer Service
Associate
Amazon Development Center
Sept 2020 – Mar 2021
Pune
Achievements / Tasks
· Addressing Customer queries through email & chat for international Customers.
· Handled High volume support requests while meeting SLA and quality benchmarks.
· Ensured data security and compliance while handling sensitive customer information
· Documented incidents and resolutions using internal ticketing systems.
Associate Software Engineer
FIGmd (India) Pvt.Ltd.
07/2018 - 04/2019
Pune.
Achievements / Tasks
· Data Design and Development on Microsoft SQL Server 2012.
· Troubleshooting data related issues
· Data analysis, mapping and transformation.
· Team collaboration
SKILLS
Active Directory, ConnectWise RMM, ConnectWise ScreenConnect, Chrome OS device Management, Ticketing Tools ( Jira, Connectwise Manage & Oracle Netsuite), Digital signage support, Microsoft Defender for Endpoints (Basic endpoint Security concepts), Virtualization, Networking Basics
CERTIFICATIONS
IT support/Help Desk Fundamentals online course with Troubleshooting scenarios
MS defender for Endpoints (Microsoft training)
TRAININGS
ConnectWise RMM
ConnectWise Screen Connect
Active Directory Basics
Virtualization (VMware/Hyper-V)