ASSOCIATE II (Cloud Infrastructure Services) - UST GLOBAL
(2024-06)
- Led major incident (P1/P2) management, organizing bridge calls, driving resolution, and providing real-time status updates.
- Acted as primary point of contact for incident coordination, ensuring timely communication with stakeholders and technical teams.
- Performed incident prioritization based on impact and urgency to minimize business disruption.
- Coordinated with cross-functional teams (L1/L2/L3 support) to expedite issue resolution.
- Conducted Root Cause Analysis (RCA) and implemented preventive measures to avoid recurrence.
- Managed and monitored batch job scheduling and workflows using Control-M to ensure timely execution of critical processes.
- Executed and monitored SQL jobs to ensure successful completion within defined schedules and SLAs.
- Monitored job history and logs to identify issues and ensure smooth execution.
- Manage user identities, roles, entitlements, and access rights.
- Implemented security measures such as multi-factor authentication (MFA), conditional access policies, and data loss prevention (DLP).
- Assisted in managing user accounts, permissions, and licensing across Microsoft 365 services.
- Configure and enforce Multi-Factor Authentication (MFA)
System Engineer - HEXAWARE TECHNOLOGIES
(2023-02 - 2024-05)
- Serve as the first point of contact for users reporting technical issues via phone, email, or chat
- Troubleshooting MAC and Windows Laptops, Desktops, Hardware-level issues
- Provide technical support to users, helping them understand and resolve issues with their MacBooks.
- Assisted in managing user accounts, permissions, and licensing across Microsoft 365 services.
- Enrol Apple devices into the JAMF Pro management system using Apple's Device Enrolment Program (DEP)
- Create and manage configuration profiles to enforce security settings, Wi-Fi configurations, VPN setups, and other policies.
- Configured and maintained Exchange Online, including mail flow rules, distribution groups, and shared mailboxes.
- Implemented security measures such as multi-factor authentication (MFA), conditional access policies, and data loss prevention (DLP).
- Handle more complex technical issues that junior analysts cannot resolve.
- Installing, Configuring, and maintaining computer systems and software.
- Ability to prioritize and manage multiple support requests simultaneously to meet service level agreements (SLA)
- Providing remote support to various locations involves assisting users with technical issues through remote access tools, communication software, and effective support protocols.
System Engineer - MICROPOINT COMPUTERS PRIVATE LIMITED / LTI (Larsen & Turbo InfoTech)
(2022-05 - 2023-02)
- Providing technical assistance and support to end users via phone, email, or in person.
- Troubleshooting MAC and Windows Laptops, Desktops, Hardware-level issues
- Resolving technical problems promptly and efficiently to minimize downtime.
- Experience and knowledge of change management principles, methodologies, and tools knowledge of SNOW.
- Installing, Configuring, and maintaining computer systems and software.
- Conducting System patches and updates.
- Ability to prioritize and manage multiple support requests simultaneously to meet service level agreements (SLA)
- Providing remote support to various locations involves assisting users with technical issues through remote access tools, communication software, and effective support protocols.
- Served as the Compliance team's SPOC for the Chennai location.
- Maintained comprehensive and accurate inventory records of all company assets using asset tracking software.
HP Vendor - HEXAWARE TECHNOLOGIES (HP Vendor)
(2021-12 - 2022-05)
- Provided technical support for HP hardware products, assisting customers with installation, configuration, and troubleshooting.
- Resolved customer issues efficiently through phone, email, and on-site visits, ensuring high customer satisfaction.
- Conducted diagnostics to identify hardware and software issues in HP products.
- Performed routine maintenance and repairs on HP equipment to ensure optimal performance and longevity.
- Created and maintained detailed documentation of support activities, including service reports, issue logs, and customer interactions.
- Coordinated with HP service centre and third-party vendors for advanced support and repair services.
