Watching Sci-Fi movies , playing cricket and reading news
Aalok Behaniwal
Gurgaon
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
14
14
years of professional experience
1
1
Certification
Work History
SENIOR TECHNICAL ANALYST
Oracle India Private Limited
03.2018 - Current
- Providing Level 2 technical support for Mac and Windows users as part of the Employee Experience Team.
- Managing MDM configuration, device enrollment, issue resolution, and remote provisioning of Mac and Windows machines, ensuring compliance standards.
- Overseeing Cloud Desktop environment, including storage expansion, reimaging, domain integration, and application configuration.
- Administering password-less authentication solutions using MFA and Passkey methods.
- Managing Office 365, SharePoint, and OneDrive services.
- Supporting operations across multiple locations remotely, troubleshooting issues via collaboration tools such as Zoom, Slack, Cisco, and Genesys.
- Collaborated with cross-functional teams to develop innovative technology solutions for business needs.
- Installed, tested and documented result for new software packages, technologies and tools.
- Designed and delivered training classes to diverse audience with varied skill levels.
- Collaborated with upper management to drive strategy and implement new processes.
- Created comprehensive documentation for technical processes and procedures, serving as valuable resources for team members and external auditors alike.
- Led projects over consecutive years to implement proactive measurement strategies that consistently reduced global ticket counts year over year and significantly enhanced user satisfaction.
TECHNICAL SUPPORT ENGINEER
GLOBAL LOGIC (HITACHI GROUP)
09.2016 - 02.2018
- Providing L1 support for corporate applications, software, Intranet site, networking issues.
- Diagnosed hardware and software problems using advanced troubleshooting techniques and tools.
- Managing VMware (Creating VM, storage expansion, application deployment and fixing vulnerability on servers and machines).
- Monitor systems, network health, licensing of software, and sharing assessment report.
- Configuring WDS with MDT, creating new images and adding multiple application to image.
- Providing remote support to domain system users via Cisco Phone and remote desktop.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Performed root cause analysis of reported issues to enact corrections.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
SUPPORT ASSOCIATE
IBM (CONCENTRIX)
04.2012 - 07.2015
- Provided technical support to clients, resolving inquiries and enhancing user satisfaction.
- Supporting LAN and WAN network issues to ensure stable connectivity.
- Providing support and managing operations of client software across multiple platforms.
- Troubleshooting issues related to MS Office suite and VPN connectivity.
- Assisted in troubleshooting hardware and software issues using diagnostic tools and remote access software.
- Documented common issues and solutions, contributing to knowledge base for future reference.
- Assisting sales by upgrading customer service packages, devices, and licenses.
- Trained new team members on support protocols and customer service best practices.
- Analyzed customer feedback to identify trends, driving improvements in service delivery standards.
- Increased support quality with thorough troubleshooting and problem-solving techniques.
- Monitored employee and customer interactions to assess quality of service.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
Education
B.Tech - computer science
Punjab Technical University
Jalandhar, India09-2010
Skills
- Cloud desktop
- VMWare
- Workspace One & OEM MDM
- SSCM
- Jira Service Management
- MS SharePoint and OneDrive
- Active Directory
- MFA, YubiKey Configuration
- Office 365 admin
- BitLocker
- System Administration
- Continuous improvement
- Adaptability and flexibility
- Team collaboration
- Multitasking Abilities
- Problem-solving
- IT service management
- Operations improvement
- Agile methodologies
Certification
ITIL V4 Foundation Certified
macOS Support Essentials 10.14
SAFe 4 Agilist Certified
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Everybody gets so much information all day long that they lose their common sense.
Gertrude Stein
Interests
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Timeline
SENIOR TECHNICAL ANALYST
Oracle India Private Limited
03.2018 - Current
TECHNICAL SUPPORT ENGINEER
GLOBAL LOGIC (HITACHI GROUP)
09.2016 - 02.2018
SUPPORT ASSOCIATE
IBM (CONCENTRIX)
04.2012 - 07.2015
B.Tech - computer science
Punjab Technical University