Technical Support - L2 Partner Engagement Dedicated Tech
Position ID L2-02813
WORK EXPERIENCE
Technical Support-L2 Partner Engagement Dedicated Tech
ConnectWise
September 2022- Present
Bangalore
Achievements / Tasks
Experience in using – ConnectWise Manage
· Troubleshooting ticket related to system reboot, using event ID handling & debugging it on NOC Board.
· Patching OS to make them compliant as per company policies.
· Handling critical tickets related to server down.
· Handling issues related to drives.
· Troubleshooting issues related to server backup failure on DATTO portal for which the ticket was raised on BRAV board.
· Handling tickets related to patch management-server reboot
· Handling ticket related to replication of server issue.
· Handling tickets related to firewall issue.
· Handling ticket related to Hyper-V issues.
· Handling ticket related to disk failure issues.
· Handling tickets related to VSS.
· Troubleshooting of DHCP issue.
· Troubleshooting of RDS issues.
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Experience in using – ConnectWise Control / ITS Portal.
· Troubleshooting server down related issues by taking remote access to the host server by using IDRAC/ILO.
· Scheduling & automating tasks through ConnectWise control.
· Managing alerts from partners who are not completely onboarded yet.
· Installing RMM agent to take the remote for machines for which remote access has not been set up yet using RMM Setup.
· Troubleshooting of desktop related issues by taking remote access.
· Taking initiative & ownership for coordinating with onshore partners in case issues do not get resolved by standard methods.
· Upgrading Windows Version.
· BDR reporting
· DATTO reporting
· Documenting SOPs for new tasks.
· Checking issues related to users account by AD.
· Access management of newly onboarded or off-boarded users through AD.
Senior Application Support Engineer(L2)
Lauren (Client - TIAA)
May 2021- Sep 2022
Mumbai
Achievements / Tasks
· Installations, configuration and administrator of windows OS
· Troubleshooting of hardware issue
· Software package installations, upgrading and maintenance.
· Troubleshooting issue remotely.
· Troubleshooting of mailing clients and O365 issues
· Updating ITSM tickets with the details on progress of each issue logged by clients.
· Issue related to RSA SECURE ID applications. As importing token in mobile.
· Creating OU.
· Adding users in OU.
· Applying policies on users’ machine.
· Creating GPO in AD
· To make sure UPN is updated.
· Handling issue related to VDI.
· Worked on Citrix receiver and workspace.
· Handled issues related to oracle, STS and eclipse.
Associate System Engineer
Microland (Clients - BNPP and IBM)
July 2017- April 2020
Mumbai.
Achievements / Tasks
· Installation, Configuration and Administration of Windows OS.
· Troubleshooting of LAN’s
· Assembling PC’s, Routine Troubleshooting, Servicing and maintenance
· Handling day to day troubleshooting of hardware and software issues.
· Respond to user queries on calls well as on mail.
· Configuring smart pass and troubleshooting
· Handling escalations mail.
· Keeping laptop updates with security patches
· Deploying and troubleshooting application issues with the help of SDG manager and SCCM.
· VC room monitoring.
· Updating ITSM tickets with the details on the progress of each issue logged by our clients.
SKILLS
· Active Directory, Office 365 troubleshooting, Remotely Troubleshooting, VDI, Citrix receiver, Software installation, Office 365 mobile app Troubleshooting, Printer hardware and software troubleshooting, Applications troubleshooting, Security patches updates, Handling escalations mail