Sr Consultant Technical Support (NCG) - Walmart Global Tech India
(2026-04)
IT Technical Support - Astreya Partners Inc (Client: Okta India)
(2024-05 - 2026-04)
- Delivered high-volume L1/L2 IT support to Okta India staff, managing 2,000+ monthly ServiceNow tickets with 97% SLA adherence, minimizing downtime.
- Provided end-user support for hardware, software, access and collaboration tools, ensuring smooth operations and high first-contact resolution.
- Oversaw IT asset lifecycle including procurement, deployment, secure provisioning, tracking, auditing, re-imaging and retirement, ensuring compliance with corporate security policies.
- Configured and deployed workstations using JAMF Connect and Okta SSO, enforcing security policies and optimizing device readiness for new hires.
- Managed employee onboarding/offboarding, including device setup, account access and asset recovery, streamlining processes and improving operational efficiency.
- Maintained documentation, knowledge base updates and IT process enhancements, collaborating with cross-functional teams to resolve complex issues and maintain business continuity.
- Participated in Advanced Hardware Bootcamp Program, providing hands-on troubleshooting and component-level repairs for walk-in hardware issues, ensuring quick and precise resolution.
Apple Service Engineer - SRSG Broadcast India Pvt Ltd
(2023-03 - 2024-04)
Delivered high-tier technical support to multinational users, specializing in advanced macOS troubleshooting, device configuration and Apple ecosystem management across MacBooks, iPhones and iPads.
- Leveraged JAMF Pro to automate OS deployments, enforce security policies and manage the full Apple hardware lifecycle.
- Managed Apple GSX workflows including part replacements, repair documentation and repair lifecycle management, ensuring high service uptime and operational efficiency.
Apple Technical Specialist - F1 Solution Service Pvt Ltd (Flipkart)
(2020-02 - 2022-12)
- Delivered end-to-end Apple technical support across macOS and iOS, ensuring seamless device performance and superior user experiences.
- Utilized Apple GSX and F1smart tools for precise hardware and software diagnostics, managing repair lifecycles and resolving high-complexity cases.
- Maintained CSAT 90%+, optimized workflows and exceeded TAT and SLA targets, while managing spare parts, consignment stock and accessory inventory for high service availability.
- Promoted AppleCare+ and extended protection plans, driving additional revenue and enhancing customer engagement.
