Technical Support L2-Partner Engagement
Position ID L2-05111
WORK EXPERIENCE
Technical Support-L2 Partner Engagement Dedicated Tech
ConnectWise
July 2023 - Present
Pune
Achievements / Tasks
· Manage and deployment of system patches as per patch policy. Also, to handle failed patches.
· Configuration and deployment of agent on Network monitoring System (NMS)
· Microsoft 365
· Manage offline switches and access points down tickets
· Troubleshoot firewall down alerts on NinjaRMM
· Configure and troubleshoot MFA (DUO Security)
· Troubleshoot Liongard failed agents and inspectors
· Manage offline computers and check with POC to remove from network management systems
· Manage onboarding/offboarding of user in AD
· Managed groups creation in O365
Senior Technical Specialist
Persistent Systems Limited
Sept 2020 – July 2023
Pune
Achievements / Tasks
· Worked as technical specialist and am responsible for handling L2 and L3 level Support tasks including Active Directory, Office 365 account creation and installation, and Laptop build.
· To work on Google Workspace: G-suite mail, G-drive, Google Calendar, and Google Sheet
· Responsible for handling entire Windows and Mac Support as per given SLA.
· Salesforce, Sales Cloud, and CRM account creation and granting profile permission
· Manage escalation tickets and handle all client calls
· Responsible for Windows activation and granting local admin rights
· Guide users to install and troubleshoot VPN like GlobalProtect
· Troubleshoot printer issue
Senior Technical Support Engineer
Alacrity Ecommerce Pvt Ltd.
April 2019 – July 2020
Pune.
Achievements / Tasks
· Troubleshot Desktop and Mac admin tickets
· Responsible for resolving DHCP, DNS, Ping, Router, Server issue
· Proficient in Office 365 account creation and installation
· Responsible for L2 support tasks for Windows and Mac machines
· Responsible for handling Frequent Account lockouts and their root cause, User & Computer Object management.
· Responsible for account creation in the Active directory
· Handling VPN issue
IT Service Desk Engineer
Amazon Development Center Pvt Ltd
July 2016 – June 2018
Pune
Achievements / Tasks
· Experienced in international voice, chat, tickets and email support
· L1/L2 troubleshooting of Outlook related issues.
· Responsible for AD related requests such and User & Group Objects handling and management.
· Responsible for resolving Computer Slowness issues, frequent account lockouts etc.
· Adept at resolving customer issues and maintaining high satisfaction levels for desktop support
· Generated daily end‑to‑end operational ticket reports
SKILLS
Desktop Patching, Laptops troubleshoot for Windows and Mac, ConnectWise Screenconnect, Firewalls, Switches and access points, O365 admin center, Google Workspace/admin, VPN Configuration, Active Directory, Process onboarding/offboarding user tickets, Okta and SSO Configuration, Server, Router, DHCP, DNS ,CRM and Salesforce ,JIRA and Freshdesk ticketing tool, Connectwise Manage, ConnectWise Screenconnect
CERTIFICATIONS
ITIL V4 foundation certificate
Azure Fundamentals Certificate (AZ-900)