Archana

Desktop Support L2 Engineer with 3+ years of experience in enterprise IT support environments. Strong expertise in Microsoft Intune (MDM/MAM), Device enrollment, Azure AD (Entra ID), VDI, Citrix, Network Troubleshooting, Microsoft 365, and Active Directory. Proven ability to troubleshoot complex technical issues, manage incidents within SLA, and support large user bases using ITSM tools. Adept at collaborating with cross-functional teams to ensure system stability and high end-user satisfaction.

IT Technical Analyst - HCLTECH - Noida, Uttar Pradesh

(2022-11)

• Provide L2 technical support for hardware, software, Windows OS, and enterprise applications for corporate users.
• Microsoft Intune, MDM, MAM, Device Enrollment & Re-enrollment, Compliance Policy Support, Configuration Profile Troubleshooting, Windows Autopilot.
• Implemented and supported Azure AD Join & Hybrid Azure AD Join, Management including password reset, MFA setup, and access troubleshooting.
• Assigned Microsoft 365 licenses and managed user accounts in Azure AD.
• Support Exchange Online by managing mailboxes, resolving mail flow issues, and troubleshooting Outlook/OWA problems.
• Handle incidents, service requests, and changes using ServiceNow, ensuring adherence to SLAs and documentation standards.
• Perform L1-level network troubleshooting including VLAN issues, trunk mismatches, port errors, and connectivity problems.
• Monitor and manage network incidents via SolarWinds, ensuring real-time detection and response to alerts.
• Work on escalation matrix, collaborating with L2/L3 teams and external vendors for critical issue resolution.
• Troubleshoot VDI and Citrix issues including session failures, profile problems, performance degradation, and connectivity issues.
• Collaborate with internal IT teams to improve endpoint security, performance, and user satisfaction.

B.Tech - Instrumentation and Control Engineering - Sant Longowal Institute of Engineering and Technology, Sangrur (2019 - 2022)

Diploma - Instrumentation and Control Engineering - Sant Longowal Institute of Engineering and Technology, Sangrur (2016 - 2019)