Technical Support - L2 Partner Engagement Dedicated Tech
Position ID L2-01569
WORK EXPERIENCE
Technical Support-L2 Partner Engagement Dedicated Tech
ConnectWise
March 2021 - Present
Mumbai
Achievements / Tasks
Career Progression & Automate Support:
· Managed the Automate department ticketing queue, troubleshooting diverse customer issues across Windows, macOS, and Linux environments, and authored detailed technical documentation to streamline future resolutions.
Enterprise Client Support:
· Deliver L2 technical support for global digital signage and overhead music deployments for top-tier brands, including Zara, Sephora, Shake Shack, Columbia Bank, Equinox, Samsung, Louis Vuitton, & Many more luxury high-profile customers.
Proactive NOC Monitoring:
· Leverage ConnectWise Automate and NetSuite heartbeat reports to monitor device health; reduced core alerts by investigating root causes and optimizing system parameters. SSO and MFA configuration in automate.
· Syncing the displays with ScreenConnect via pairing code and setting up failover for displays if the content is off on the screen due to some issue, or if the display is dark.
· Retiring the devices from automate, updating, and reinstalling ScreenConnect for all locations.
System Configuration:
· Executed massive firmware updates and configured Si9n connected devices.
· Managed MetaAI configurations for Samsung retail locations via Samsung Knox.
Strategic Collaboration:
· Partner with the CTO and NOC Head Engineer to define SLA categories and other Automate-related issues, including improving dashboard health from red to green to optimize performance.
· Working on internal and external monitors for different alerts and deploying a script on the device
Escalation Management & Documentation:
· Triage complex hardware/content roadblocks, providing detailed technical briefs for Field Service Agents and Content Managers.
· Preparation of brief details of working on tickets and calls.
Hardware Troubleshooting & Escalation:
· Conduct first-line troubleshooting by gathering critical customer data on complex hardware failures (media players, HDMI splitters/distros, control processors, and multi-display setups).
· Compile detailed investigatory findings to ensure smooth, efficient escalations to Field Service Agents and Content Managers.
· Minimize the core alerts and highlight the repeated devices that were getting reported.
L1 Technical Support
Epicenter Technology Pvt Ltd
Aug 2019 – Dec 2020
Mumbai
Achievements / Tasks
Remote Infrastructure Support:
· Provided L1 diagnostic support for Lakme Salon’s pan-India operations, maintaining 99%+ uptime for business-critical systems.
· Diagnostic issue related to helping the salon managers with inventory, Cash registry, and different product/taxation reports
Application Management:
· Supported Zenoti (SaaS) and Salesforce CRM, ensuring zero disruption to daily salon operations and appointment booking flows.
Diagnostic Troubleshooting:
· Resolved desktop, domain, and peripheral (POS/Printer) issues remotely using TeamViewer and AnyDesk
SKILLS
ITSM & Support: ConnectWise (Automate, Manage, ScreenConnect, RMM), Zendesk, Salesforce, NetSuite,Digital Signage/AV: Si9n, Bluebolt, iBoot, MagicINFO, Samsung Knox, Kiosks, Media Players,Networking: NetCloud Cradlepoint, Domain & Mail Management, OS & Cloud: Windows, Ubuntu, Linux, ChromeOS Admin Console, G-Suite, Technical Tools: Cyberduck, Toolbelt, Contivio, Zenoti, Anydesk, TeamViewer ,Languages: Python, C, C++, HTML
CERTIFICATIONS
CompTIA Security+: (In Progress) Certification.
Generative AI: Masterclass on LLM implementation and AI workflows | From Scalar.
Cisco: Introduction to Cybersecurity Certification.
ConnectWise: ITNC Cybersecurity Fundamentals for Engineers & Cybersecurity Awareness.