Technical Support L3-Partner Engagement
Position ID L3-02253
WORK EXPERIENCE
Technical Support-L3 Partner Engagement
ConnectWise
24th March 2022 - Present
Mumbai
Achievements / Tasks
· Windows Server Administration with both Physical and Virtual Environment.
· DNS/DHCP/DFS Management.
· Windows Backup Administration for end clients.
· Monitoring the Clients’ endpoint via Auvik Tool.
· Updating daily backup data to End clients.
· Active Directory Administration.
· VMware Administration.
· Antivirus and Patch Management on client machine
· Basic Knowledge of Sentinel One. Blocking/Whitelisting IP addresses, URLs.
· Basic Knowledge of PowerShell Scripting for AD admin
· SOP Preparation for both partner and end customers.
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.
Senior System Engineer
Wipro Technologies Ltd.
Sep’ 2013 – Nov’ 2020
Chennai
Achievements / Tasks
· Supporting and managing Windows 2003/2008/2012/2016 solutions and configurations including knowledge of Windows Clustering, VMware, and Citrix.
· Supporting a Windows environment including Active Directory, Group Policies, User Management, Security Group, and Service Accounts.
· Experience with troubleshooting Active Directory and related services DNS, DHCP, DFS.
· Resolve assigned trouble tickets and maintained accurate status in the Service Now ticketing system.
Technical Solutions Rep II
HEWLETT PACKARD GLOBAL SOFT PVT. LTD.,
Feb’ 2012 – Sep’ 2013
Chennai.
Achievements / Tasks
· Provided Windows Desktop support for global logistics enterprise users.
· Provided Tier I level support for issues occurs in Windows Servers 2003/ 2008. Including VMs, Citrix VDIs.
· Worked on User Administration includes user creation, modification, password resets and deletion of user access in different kind of applications
Senior Officer
MAERSK GLOBAL SERVICE CENTER
March’ 2010 – Jan’ 2012
Chennai
Achievements / Tasks
· Provided Windows Desktop support for global logistics enterprise users.
· Provided Tier I level support for issues occurs in Windows Servers 2003/ 2008. Including VMs, Citrix VDIs.
· Worked on User Administration includes user creation, modification/Deletion in different kind of applications
Support Engineer
CYBERNET -SLASHSUPPORT (CSS)
Jan’ 2007 – March 2010
Chennai
Achievements / Tasks
· Provided technical support on Media and Entertainment domain handling various customers’ query calls and providing remote assistance for customer’s technical issues.
· Provided technical assistance to organization’s field IT team. Support includes installation, configuration of hardware and software to ensure optimal performance.
SKILLS
Windows Server Administration, Backup tools Datto, Acronis, Synology, Office 365 - MS Azure Entra ID, Auvik Network Tool ,MS – Exchange Online Administration, Sentinel One, Bitwarden Web Vault ,Windows Active Directory, VMware vSphere, Quest ARS Identity & Access Management, DNS, DHCP, DFS, ConnectWise PSA, RMM, ScreenConnect
CERTIFICATIONS
MS-900 Microsoft 365 Fundamentals
SC-200 - Microsoft Security Operations Analyst
SentinelOne - End point Protection for Beginners
Introduction to SAN and NAS Storage
VEEAM Backup & Replication V12 Course
TRAINING
ConnectWise RMM
ConnectWise ScreenConnect
ConnectWise RPA