Vasu Garg

I am an IT support engineer with 3+ years of L1|L2 support experience across Windows, macOS, VDI and cloud (AWS) platform in an enterprise environment. Comfortable picking up new UI based applications quickly with a product support background spanning proprietary tools. Skilled in Active Directory, Microsoft O365 with hands on SLA driven incident management.

Core strengths: Structured troubleshooting, clear documentation and sync with teams across multiple time-zones.

ServiceDesk Associate at NTT Data Inc. (2025-03 – 2026-07)

Supporting enterprise accounts - US Bank and Allied Universal Services

• Deliver L1/L2 technical support via ServiceNow, Freshservice, and Salesforce CMS (SFDC), resolving hardware, software, and connectivity issues for enterprise and banking end users within SLA targets.
• Support VDI platforms (Citrix, Windows App, Parallels) and troubleshoot Hogan mainframe application access, ensuring uninterrupted access to critical business systems.
• Administered Active Directory and distribution lists - user provisioning, password resets, permissions allocation and managed MFA via Windows Hello and Microsoft Authenticator.
• Provide remote support using LogMeIn and Ivanti Neurons, troubleshoot Ivanti Secure VPN, Cisco VoIP softphones, and AWS Connect.
• Triage and escalate P1/P2/P3 DevSecOps deployment issues to the relevant engineering teams, reducing downtime.
• Set up and troubleshoot MICR/RICOH printers and teller scanners, support proprietary tools (Entrust Identity Guard) and manage Java CA certificates and system path variables using admin rights.

Technical Support Executive at Teleperformance (2023-10 – 2025-02)

Project: GEN Digital (Norton, Avast, AVG, Avira)

• Delivered L1/L2 cybersecurity and endpoint technical support across Windows and MacOS for global antivirus brands (Norton, Avast, AVG, Avira), resolving software and connectivity issues via remote desktop support.
• Supported European and South American customers in English, German, Spanish, Portuguese, French, Czech, Japanese via GEN Translate using Salesforce CMS (SFDC) for ticketing and issue documentation.
• Led the transition from email-based to live chat support in native languages using GenAI translation tools, improving response times.

Associate Software Engineer at AKQA (2022-07 – 2023-01)

Project: IWC Schaffhausen

• Built and maintained frontend components for IWC Schaffhausen's site in Adobe AEM 6.5, resolving WCAG accessibility issues (including ARIA labels) to improve usability for screen-reader users.

B.Tech in Information Technology – College of Engineering Roorkee (2018-05 – 2022-05)