Position ID L3-05223
WORK EXPERIENCE
Technical Support-L3 Partner Engagement
ConnectWise
Nov 2023 - Present
Mumbai
Achievements / Tasks
· Certified on ConnectWise PSA; supporting PSA operations and managed-service environments.
· ConnectWise Automate: script execution and scheduling, Windows patch management, Autojoin searches, new-client setup, and custom-agent configuration.
· Screen Connect and Command support remote administration and endpoint operations.
· Active Directory administration including user lifecycle management, GPO creation/modification, file and folder permissions, file shares, delegated administration, security groups, replication troubleshooting, and FSMO role operations.
· Microsoft Azure and Microsoft 365 administration including mailbox/shared mailbox management, calendar and mailbox permissions, PowerShell, audit logs, compliance policies, and DLP configuration.
· Microsoft Intune: device enrollment across platforms, iOS management, application deployment, and application management.
· Microsoft Teams administration including Auto Attendants, Call Queues, phone-number assignment, and related configuration.
· Experience with StorageCraft and Datto backup solutions
· Cisco Meraki firewall administration includes VPN access and alert management.
· SonicWALL as well as Fortinet Firewall management, Site-to-Site VPN creation, checking logs to assess an issue, configuring interface, Upgrading Firmware and other tasks.
· Endpoint Security: managing Avast and Huntress Dashboard
· ConnectWise RMM
· Monitored health and performance of Windows and network devices.
· Managed OS and third-party patching to maintain security and compliance.
· Executed advanced remote tasks using multi-line
· Generated and analyzed reports on endpoint health, patch compliance, and key performance metrics.
ConnectWise Screen Connect
· 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 Support Engineer-L3
SOTI India Pvt. Ltd.
March 2021 – Oct 2023
Gurgaon
Achievements / Tasks
· Supported SOTI products including MobiControl, Connect, X‑Sight, Snap, and SOTI Identity.
· Handled high-priority cases and clients, including complex technical escalations.
· Performed LDAP/directory integrations and supported Android, iOS, Linux, and Windows devices through MobiControl.
· Worked with SQL databases and queries; supported cloud-server migrations and MobiControl/SOTI Assist upgrades across versions.
· Managed certificate-related activities, additional on-premises deployment servers, and cloud alerts.
· Drive technical best practices and processes; conduct product/technical sessions and train newly onboarded team members.
· Maintained team-level tracking of data, cases, and technical upskilling activities.
System Administrator
IT By Design
April 2018 – Feb 2021
Noida.
Achievements / Tasks
· Administered Active Directory, Azure AD, Exchange, and Microsoft 365 environments.
· Managed file and print servers, SharePoint Online, and Microsoft Teams.
· Supported Cisco Meraki and SonicWall firewalls, VPNs, and site-to-site VPN connectivity.
· Worked with email filtering solutions including AppRiver; supported LOB applications such as QuickBooks and Sage 50.
· Troubleshot Windows 7/10, Microsoft Office, VPN connectivity, and other end-user and infrastructure issues.
Floor Support-L2
Convergys India Pvt. Ltd.
Sep 2015 – April 2018
Gurgaon
Achievements/Tasks
· Provided floor-level technical support to resolution experts handling Dell customer issues across desktop and laptop environments.
· Supported service-call approvals, customer follow-ups, escalation calls, exception approvals, and service-request quality checks.
· Drove tool usage, conducted updates on top call drivers, and coached team members on troubleshooting and process adherence
Advanced Resolution Expert
Dell
Jan 2011 – March 2014
Gurgaon
Troubleshot desktop, laptop, printer, operating-system, application, and network issues across hardware and software environments.
Resolved no-boot/no-POST, no-video, wired/wireless connectivity, printer, Outlook, Microsoft Office, QuickBooks, and third-p
SKILLS
EMM / Mobile Device Management, Active Directory, Microsoft 365, Microsoft Teams, Microsoft Intune, Exchange, SharePoint Online, Azure, AD-Integrated DNS, ConnectWise platform, Virtualization: Hyper-V ,Veeam Backup and Replication, PowerShell scripting, Windows Server 2012/2016/2019,Endpoint Security (Huntress, Avast)
CERTIFICATIONS
Google Android Enterprise Associate
ConnectWise PSA
ConnectWise Automate
ConnectWise Screen Connect
ConnectWise Command
TRAINING
ConnectWise RMM
ConnectWise Screen Connect