Vasu Garg

IT Support Engineer with 3+ years of L1/L2 experience across Windows, macOS, and VDI environments (Citrix, Windows App, Parallels Client) for banking and other enterprise clients. Skilled in Active Directory, MFA (Windows Hello, Microsoft Authenticator), Microsoft O365, VPN application support, with hands-on ITIL/ITSM incident management.

Core strengths: structured troubleshooting, clear documentation, and SLA-driven coordination with global 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)