Technical Support - L2 Partner Engagement Dedicated Tech
Position ID L2-01662
WORK EXPERIENCE
Technical Support-L2 Partner Engagement Dedicated Tech
ConnectWise
June 01, 2021 - Present
Mumbai
Achievements / Tasks
· Overall M365 administration related to Users, Groups, Devices, Exchange Online, Compliance, Teams and SharePoint.
· Windows server administration.
· Resolving issues related to desktops, laptops, printers and various applications.
· Patch management.
· Administered Hyper-V virtualization.
· Deployed and maintained multi-layered security platforms including SentinelOne, Webroot, and Perch Security to endpoint protection and incident response.
· Managed backup and recovery solutions with Datto, Acronis, Windows backup and NAS-based backup ensuring high availability and data integrity.
· Used BitTitan tool for migrating emails from 3rd party provider to M365.
· Worked on Microsoft Azure apps like universal printer.
· Oversaw networking infrastructure using Cisco Meraki and Unifi, optimizing connectivity and performance.
· Worked on vpn applications like Trugrid and NordLayer.
· Configured and supported VoIP and communication tools such as 3CX, Viirtue, and eFax to streamline client communications.
· Maintained comprehensive documentation and asset tracking using ITGlue, supporting cross-team collaboration and compliance.
· Well versed with CW ASIO portal (configuring policies, creating scripts, scheduling tasks, patching, configuring alerts, reports).
Automation & Integration
ConnectWise RPA
· Configured integration for RPA workflows, including Microsoft 365, SentinelOne, and Bitdefender, ensuring seamless automation across platforms.
· Developed and maintained RPA Workflow Templates to streamline repetitive processes and improve operational efficiency.
· Utilized ASIO Platform’s Hyper Automation Dashboard to monitor and optimize workflow performance.
· Implemented bot permissions and managed access controls for RPA workflows, enhancing security and compliance.
· Executed predefined workflows such as user onboarding, offboarding, and group membership updates, reducing manual effort and turnaround time.
· Gained proficiency in workflow automation concepts and bot functionality to support process optimization initiatives.
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 advanced remote tasks using multi-line scripting and AI-assisted script generation.
· Generated and analyzed reports on endpoint health, patch compliance, and key performance metrics.
ConnectWise ScreenConnect
· 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.
Co. System Administrator
DG Khetan International School
July 17, 2017 – April 30, 2021
Mumbai
Achievements / Tasks
· Managed Server, Desktops, Laptops, Printers, Application Software’s.
· Active Directory user creation/deletion, group management.
· Email ID and mailbox quota management on RediffMail Pro.
· Server and user data backup on NAS.
· File and other resources sharing and security on network.
· Seqrite antivirus server and client management.
· Configured and managed Sophos firewall as per requirement.
· Managing the whole internet and lan network of school.
· Managing CCTV of school and school bus.
· Managing school databases through MICM software.
· Configuring and managing digital classrooms
· Tracking records of all IT assets, vendor coordination and management.
Remote Desktop Support
Lester Infoservices Pvt. Ltd.
December 05, 2016 – July 10, 2017
Mumbai.
Achievements / Tasks
· Worked with USA/UK clients over remote and chat support.
· Diagnosed technical issues related to desktop, laptop, printer, scanner etc.
· Provided regular clean-up and maintenance of the computer.
· Malware/virus infections extraction.
· Resolved email issues of MS outlook, windows mail, windows live mail, AOL mail.
· Installed and configured various software's as per end user’s requirements.
· Managed documented worklogs on an average of 10-15 a day.
Sr. Customer Support Engineer
Benchmark Computer Solutions Pvt. Ltd.
August 24, 2012 – December 19, 2014
Mumbai
Achievements / Tasks
· Managing Server, Desktops, Laptops, Printer's.
· Configuration & troubleshooting of mailing system Microsoft Outlook.
· Installing and resolving issues of architectural software’s like Autodesk Autocad, Autodesk 3dMax, Coral Draw, Adobe Photoshop, Google Sketchup.
· Taking care of Apple devices like Mac, iPhone, iPad.
· Creating and managing email accounts in Postmaster.
· Taking data backup of systems and server on NAS.
· Installing and managing Symantec antivirus.
· Managing Cyberoam firewall.
· Providing support to remote branch users (telephonic support, Team viewer, Ammyy).
Sr. Customer Support Executive
PCS Technology Ltd.
August 01, 2007 – August 21, 2012
Mumbai
Achievements / Tasks
· To take care of all the desktops, laptop, printer.
· Handling the VP’s and MD’s calls.
· Installing and managing Sophos antivirus.
· Configuring MS Outlook and solving issues.
· Installing and troubleshooting Checkpoint Secure Client and Aventail VPN client.
· Providing support to remote laptop and desktop users (telephonic support, IBM Ayudame remote utility, net meeting).
· Arranging engineer on remote location for field users if required.
· Scheduling and managing video conferences, coordinating with all engineers across global locations.
· Assisting team members of branch location engineers to resolve escalated calls.
· Assisting server team in taking daily and monthly backup of server through IBM Tivoli and Dell backup library.
· Managing assets through IBM Asset Management Tool.
· Coordinating with vendors for various hardware issues of Desktop, Laptop & Printers which are under warranty / AMC.
SKILLS
· Microsoft 365, Windows Server Administration, Active Directory, DNS, DHCP, File Server, Hyper-V, Acronis, Datto, Unitrends, Axcient, Azure Backup, Windows Backup, SentinelOne, Webroot, Perch Security, Cisco Meraki, Unifi Ubiquiti, Sophos Firewall, Wireless Router, Access Points, ConnectWise Manage, ConnectWise ASIO, ConnectWise ScreenConnect, ITGlue, LastPass
CERTIFICATIONS
MD-102 Endpoint Administrator Associate
ude.my/UC-85d931b6-75fc-43a3-8941-97a9a454053f
ude.my/UC-21065196-7ab2-4fb0-befa-621c168f065b
Windows Server 2022 Administration
ude.my/UC-6e836a7d-f5df-4860-8a9f-2a593dddd9ff
TRAINING
ConnectWise RMM
ConnectWise ScreenConnect
ConnectWise RPA