Manjunath B

Technical Support Engineer (L2) with 4+ years of experience delivering L1/L2 support for desktops, laptops, servers, and enterprise network infrastructure in SLA-driven IT environments. Proven expertise in incident and escalation management, root cause analysis, and advanced troubleshooting across Windows, Linux, and Windows Server (2012 R2 to 2025). Hands-on with Active Directory and Group Policy, Office 365 (Exchange Online, Teams, SharePoint), firewall, VPN and VLAN security, Seqrite endpoint protection, and Proxmox VE/VirtualBox virtualization with Nakivo backup and disaster recovery.

Consistently resolves escalated tickets within SLA, improves first-call resolution, mentors L1 engineers, and maintains audit-ready documentation for MNC-scale support teams.

Technical Support Engineer (L1/L2) - Amwin Systems Pvt Ltd

(2022-02 - 2026-09)

• Incident & Escalation Management: Own the L1/L2 incident lifecycle for desktops, laptops, servers, and printers; test alternative resolution paths and drive escalated tickets to closure within SLA, improving first-call resolution, first-time fix rates, and customer satisfaction while minimizing downtime. Mentor L1 engineers.
• Operating Systems & Servers: Install, configure, and maintain Windows 10/11, Ubuntu Linux, and Windows Server 2012 R2 through 2025 for end-user and enterprise environments.
• Virtualization, Backup & DR: Deploy and manage virtual machines on Proxmox VE and Oracle VM VirtualBox; configure Nakivo Backup & Replication for VM backup and disaster recovery.
• Active Directory: Install, configure, and administer Active Directory, including user creation, password resets, group assignments, Group Policy, and folder-level permissions.
• Office 365 Administration: Administer Office 365 as administrator, managing Outlook configuration, licensing, mailboxes, and policy creation for end users across the organization.
• Network & Firewall Security: Administer firewall policies, VPN access points, and network security rules; configure and troubleshoot LAN, switches, cables, bridges, mail systems, and basic Linux/router commands to maintain secure, stable connectivity and remote access.
• Endpoint Security: Deploy, configure, and manage Seqrite endpoint security and antivirus across desktops and servers to protect against malware and security threats.
• Remote Support: Resolve hardware, software, and network issues within defined SLAs using AnyDesk, UltraViewer, Quick Assist, and Microsoft Teams.
• Operations & Documentation: Execute regular system maintenance, data backups, and hardware/software upgrades; generate performance, cost, and downtime reports and maintain up-to-date, audit-ready technical documentation.

Bachelor of Computer Applications (BCA) - Shridevi Institute of Information and Technology (2018 - 2021)