Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

Raushan Kumar

Faridabad

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Experienced, customer service-oriented, process-driven people lead. End-user services and support; leveraging software, products, tools, and resources to impact change, improve business operations, and boost team efficiency.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Technical Support Lead

Persistent
01.2024 - Current
  • Managing Team's quality, performance, and up-skilling or training on required skills
  • Serve as an escalation point for high-visibility, mission-critical incidents, coordinating resources and managing communication with stakeholders to ensure timely resolution.
  • Implement monitoring systems to track team performance metrics, identifying areas for improvement and coaching opportunities.
  • Mentored junior team members in both technical skills and soft skills, fostering a culture of continuous learning and professional development.
  • Analyzed trends in support requests, proactively addressing common issues through knowledge base updates and preventative measures.
  • Offered assistance in implementing and developing training programs.
  • Drive to achieve SLA, Ticket handling & publishing the daily, weekly, and monthly operational dashboards
  • Managed the remote IT onboarding experience for the APAC / EMEA / AMER region
  • Support the end user journey through life cycle management
  • Onboarding new hires by providing software and hardware access
  • Established process improvement strategies and Identifying areas of opportunity to improve process
  • Support SaaS tools and compliance practices
  • Able to work within Agile methodologies and using standard ticketing tools such as Service Now, Jira & Salesforce
  • Provide day-to-day support to internal employees & Members on IT & application related issues
  • Document IT procedures and Processes for internal IT
  • Knowledge and support links in Confluence & ServiceNow
  • Coordinate with vendors for Asset management and reverse logistics
  • Start bridge for all Incidents or alerts, and involve respective team for resolution
  • Extensive experience with IT procurement, asset management, and vendor relationship management
  • Monitor tickets on master queue, read understand categories, and assign to technicians
  • Help in Application integrations with OKTA
  • Providing Application access and support
  • Proficient in Active Directory integrations with OKTA
  • Proficient in provisioning and de-provisioning user to various applications in OKTA
  • Meeting Room management using Zoom Admin and Microsoft Team app.

Sr. Consultant, System Engineer

Airbnb & WeWork, Nfinity Global Inc
04.2018 - 01.2024
  • Managed the remote IT onboarding experience for the APAC / EMEA / AMER region
  • Support the end user journey through life cycle management
  • Onboarding new hires by providing software and hardware access
  • Document IT procedures and Processes for internal IT Knowledge and support links in Confluence
  • Start bridge for all Incidents or alerts, and involve all respective teams for resolution
  • In Person Technical Support and Remote Support
  • Handling all VIP users across the globe remotely, Gurgaon onsite support to all users
  • Handling a team of 4 analysts for smooth operations
  • Handling escalation and helping analysts for all Technical issues
  • Using the Jira ticketing tool to manage ticket flow
  • Supporting virtually all users in the Covid situation with a concept of Zoom virtual walk-up
  • Incident and problem management, troubleshooting on assigned tickets, and resolving the problem within SLA using the Tool Jira
  • Handling L2 - L3 tickets related to Mac OS X, Google DUO Server, DUO 2FA, Adobe Admin, VPN, WebEx, Box
  • Mobile Devices and Computers and user Management with Air watch and Teem
  • Handing SSO OneLogin using adminibar server
  • Deploying applications to Mac endpoints and iPads using GitHub
  • Identify, compose, and Push the most up-to-date Security patches, Updates, Software packages, and security policies through Air watch and Teem to more than 700 iPads Globally
  • Working with vendors for Hardware support
  • Handling customer care applications- CCPAM (to onboard and off-board employees, Zendesk, Genesys, AWS Gandalf
  • Asset management globally using asset management tool – Oomnitza
  • Creating documents on confluence for IT support knowledge base
  • Global Queue manager: Monitor tickets on master queue, read understand categories, and assign to technicians
  • Educate the technician on any new issue, collaborate with the Global team and other teams whenever required, and route the tickets if necessary

Sr. Desktop Support Engineer

Virus Eraser India Pvt. Ltd
09.2016 - 10.2017

Sr. Desktop Support Engineer

Quatrro Global Services
10.2011 - 12.2013
  • Install, upgrade, support, and troubleshoot XP, Windows 7 and Microsoft Office 2007 and any other authorized desktop applications
  • Install, upgrade, support, and troubleshoot for printers, computer hardware, and any Other authorized peripheral equipment
  • Performs general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment
  • Performs remedial repairs on computers, laptops, printers, and any other authorized Peripheral equipment
  • Customize desktop hardware to meet user specifications and site standards
  • Performs work in compliance with specified warranty requirements
  • Safely package equipment for branches and arrange for the transport of the Equipment
  • Responsible for monitoring, operating, managing, troubleshooting, and restoring to Service any terminal service client, personal computers (PC), or notebooks that have Authorized access to the network
  • Dealing with hardware and application support queries and issues
  • Email account administration, i.e., account creation and management on MS Office 2007 and 2010
  • User account administration, i.e., account creation and management and password Resets on Active Directory
  • Responsible for tracking hardware and software inventory
  • Take ownership and responsibility of queries, issues, and problems assigned
  • Works with vendor support contacts to resolve technical issues within the desktop Environment
  • Escalate issues and involve experts wherever required to resolve problems as quickly as possible
  • Maintains and consistently demonstrates a general knowledge of company Guidelines, processes, practices, and procedures

Education

B.B.A -

M.D University
Faridabad
08.2006

Skills

  • Okta / Onelogin Admin
  • BetterCloud / DL Admin
  • Jamf pro / Intune Admin
  • Microsoft O365 Admin/suite
  • Sharepoint Admin
  • Onedrive Admin
  • Adobe Admin
  • Networking Protocols & Concept
  • Mac OS / Windows Troubleshooting
  • Slack Admin
  • WebEx, Zoom, Google Meet, Teams
  • Google Workspace, Google Drive
  • Google groups/alias Admin
  • Jira/Service Now & Salesforce Ticketing Tools
  • Confluence Knowledge Base
  • Sharepoint Admin
  • DUO 2FA, Okta Verify Admin
  • Technical Support
  • Active Directory / LDAP / Adminibar
  • OOmnitza Admin
  • Chrome OS / Incident Management /
  • Application Support / Asset Management
  • Github, Gandalf, Zendesk, CCPAM
  • Genesys, Sal, Workday, Logic Monitor
  • Soft Skills / Communication skills
  • Customer Service/support
  • ITIL V4

Certification

  • ITIL V4 Foundation - PeopleCert

Additional Information

  • AWARD, Airbnb Cross-Functional Team Award Annual 2020 Nfinity Global Inc. Top performer for Q1 to Q4 2023
  • Award, Bravo Achiever Q2 2024 Persistent Systems.

Timeline

Technical Support Lead

Persistent
01.2024 - Current

Sr. Consultant, System Engineer

Airbnb & WeWork, Nfinity Global Inc
04.2018 - 01.2024

Sr. Desktop Support Engineer

Virus Eraser India Pvt. Ltd
09.2016 - 10.2017

Sr. Desktop Support Engineer

Quatrro Global Services
10.2011 - 12.2013

B.B.A -

M.D University

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Raushan Kumar