Akshara K

IT professional with 10+ years of experience in IT infrastructure support, enterprise systems, and end-user computing within global environments. Proven ability to manage incidents, coordinate with cross-functional teams, and ensure seamless IT service delivery. experienced in Windows environments, Active Directory, Microsoft 365, device management, and network troubleshooting, with a focus on system stability and operational efficiency.

Engineer - IT support at Progress Rail Innovations India Pvt Ltd (2021-02 – Present)

• Supporting the global internal and external employees of Progress Rail over the phone, email
• Coordinating with other IT teams to test new applications and troubleshoot the problem tickets to resolve the issue
• Training and supporting the other team members in the helpdesk
• Handling Requests, Incidents and of End users using Service Now and THQ
• Passsword resetting and unlocking NT account, SAP other applications and service
• Managed incident lifecycle via ServiceNow ensuring SLA compliance
• Provided L2 support for Microsoft 365, Citrix, VPN, endpoints
• Handled critical escalations minimizing downtime
• Coordinated with cross-functional teams for issue resolution
• Supported Active Directory operations and user access
• Worked with SCCM & Intune for device management
• Mentored junior team members
• Worked on Citrix Director to clear the session, monitor activity, and troubleshoot Citrix Receiver issues.
• Providing L1, L2 troubleshooting for software and hardware related issues
• Creating new employee requests, setting up the accounts and granting required access
• Approving and installing the applications through configuration manager
• Installing and troubleshooting MS Office 365, Cisco VPN, WebEx other Cisco software's
• Sending alerts and notifications to end users about maintenance and upgrades
• Setting up and up and removing VOIP request through Cisco admin tool
• Deploying OS to new laptops / desktops and upgrading
• Setting up and troubleshooting Intune for users on their phone
• Installing and configuring Cisco IP communicator and Jabber
• Basic hands-on experience in using AD, Forcepoint, Azure, Proofpoint, SCCM, Cisco Unified CM Administration.

Desktop technician at Mouser Electronics India Pvt Ltd (2020-01 – 2020-05)

Worked for TTI helpdesk which is a parent company of Mouser Electronics, Inc

• Supporting the end users of TTI Inc
• Handling Requests and Incidents of End users using Service Now
• Password resetting and unlocking NT account, Mainframe, WCS, and other applications
• Providing L1 troubleshooting for software and hardware related issues
• Conducting research, basic analysis and follow standards to move, add, or change hardware or software
• Creating knowledge articles in service now
• Performing basic troubleshooting and problem solving
• Troubleshooting Network and VPSX printers
• Providing L1 Troubleshooting for Applications related issues
• Dispatching Incidents to respective team for required solution
• Monitoring mailbox and incident queue.

Senior System Engineer at ATMECS Technologies India Pvt Ltd (2019-08 – 2020-12)

• Supporting Enterprise customers of Idaptive and Centrify in US region
• Cloud migration from Azure to AWS for existing customers of Centrify
• Integrating AD with Idaptive cloud connector
• Troubleshooting and log analysis of the issue
• Implementing and monitoring large number of Android, IOS and widows device enrolment in Idaptive portal
• Implantation, Monitor and supporting IdaaS, IAM, MFA, SSO and IWA in Idaptive SaaS portal
• Used tools such as Fiddler and Wireshark to analyse the packet and network traffic
• Configuring users' identity using AD with Idaptive End point
• Documenting customers conversation using Salesforce
• Implementing test environment for customers to test the changes before deploying in Production.

Technical Support Engineer at VMware Software India Pvt Ltd (2017-07 – 2018-08)

• Supporting Airwatch Enterprise customer globally with MDM Technology
• Installing and Configuring Airwatch Components for On-Premise customers
• IIS Administration, Installation & Configuration of IIS, Creating new sites, Binding certificates
• IIS troubleshooting, verbose logging, replicate the issue and capture required web logs, app logs, and analysing the logs to find out the root cause and provide solutions to enterprise customers
• Documenting conversation using Zendesk ticketing tool
• Have hands on experience with all windows server editions
• Have hands on experience with WebEx, Zoom Meeting tools
• Running custom SQL queries in airwatch database, setting up database trace of SaaS customers, setting up trace using SQL profiler to find out the root cause
• MDM Enrolment & MDM Architecture flow
• Troubleshooting Airwatch related issues in Windows servers and Mobile devices
• Airwatch Cloud connector Integration & troubleshooting
• Providing Root Cause of the issue to the Enterprise customers
• Troubleshooting APNs & DEP issues
• Configuring Android For Work devices and securing them as per the need of customer
• Monitoring customers production environment after deploying and troubleshooting airwatch components
• Follows escalation procedures when appropriate to resolve errors in a timely manner
• Working with T3, DB, SaaS operation teams to isolate the issue and provide fix to the customer's issue
• Schedule calls with enterprise customers according to their time zone to discuss about the issue and troubleshoot further.

Tech Support Executive at Tarang Software Technologies Pvt Ltd (2016-01 – 2018-01)

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Diagnose and troubleshoot technical issues, including network connectivity problems, software installation, and hardware malfunctions.
• Install, configure, and maintain computer hardware, software, systems, networks, printers, and scanners.
• Respond to inquiries via phone, email, and in-person, and escalate unresolved issues to appropriate personnel.
• Collaborate with other IT team members to resolve complex technical issues and implement solutions.
• Document technical procedures, solutions, and configurations for future reference.
• Perform routine maintenance tasks, such as software updates, patches, and system backups.
• Provide technical training and guidance to end-users as needed.
• Stay current with emerging technologies and trends in the IT industry.
• Ensure data security and compliance with company policies and regulations.
• Coordinating with incident management team and application support team for all outages and hardware related issue
• Installation/Configuration of Windows Server 2008 and later version
• Active directory, Administrating & Managing OU, Users, Computer Objects and GPO's as per the client request
• Analysing and correcting network bottlenecks and performance issues in windows servers
• Monitoring alerts and responds accordingly to an array of system and application generated messages
• Managing print servers and print queues
• Decommission servers when clients not needed
• Creating INC, Change and Problem Ticket (BMC remedy & Service Now)
• Coordination for handing on-off technical issues to other technical teams for resolution
• Notification & escalation of IT related issues to senior management.
• Established long-term client relationships through consistent delivery of high-quality products and services.
• Boosted team productivity by providing comprehensive training, mentorship, and performance evaluations.

Senior Tech Support Executive at Zen Power Technologies Pvt Ltd (2014-09 – 2015-10)

• Answering inbound calls from Nuvision & Tmax internal employees & customers
• Troubleshooting hardware and network related issues in computers
• Creating INC of all others queries and technical related incidents
• Providing Remote support
• Troubleshooting Network and VPSX printers
• Troubleshooting Applications related issues
• Dispatching Incidents to respective team for required solution
• Monitoring mailbox and incident queue.

Technical Support Advisor at Teleperformance India (2013-01)

• Receiving inbound calls from customers
• Help customers about their technical quires, as well as troubleshooting the customers issues related to computers and networking
• Provide quality customer service on every call
• Communicate clearly and effectively with customers
• Satisfy the customers by providing wow solution for their issues related to windows
• Promote teamwork and BPO/ITES success
• Gathering information from all other team mates & uploading in teamplace.

BCA in Computer Science – CV Raman University - Bilaspur (2018)

12th in PCMB – NIOS - Open School (2011)

10th – JSS High School - Suttur, Mysore (2007)