Abhilash HP
Summary
Senior support engineer with extensive experience in technical support and API troubleshooting, specializing in Azure management and case management. Expertise in resolving complex, time-sensitive issues while fostering strong customer relationships across various regions. Proven ability to consistently meet SLA targets and train new team members. Proficient in IT support incident resolution and remote desktop support, with experience in IT service ticketing systems like ServiceNow.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Sr Support Engineer
Teamware Solutions
Bangaluru
12.2021 - 10.2022
- Resolved complex scenarios involving Partner Center portal and API, addressing time-sensitive and monetary issues.
- Troubleshot reseller relationship errors, validated addresses, processed orders and subscriptions, managed users and subscriptions, and addressed Partner Center API issues, while overseeing creation and registration of web apps in Partner Center and Azure Portals.
- Managed relationships with indirect providers and resellers.
- Provided support across Asia-Pacific region, Japan, China, India and EMEA region and also took accountability of support language preference with the help of interpreters.
- Delegated Admin permissions/privileges, Using POSTMAN for API issues, New Commerce Experience.
- Managed the case queue and assigned cases to ensure timely routing to the correct team.
- Analysing SPOCK, network traces to isolate the issues.
- Worked on ServiceDesk, DFM, Rave, CMAT, CST, BOSG, Offer Management Tool, Genesys, Quick assist, LMI, Quick assist, POSTMAN tools.
- Cultivated strong relationships with partners through effective technical and communication skills throughout case lifecycle.
- Working for Microsoft as Sr Technical Support Engineer on the payroll of Teamware solutions on a contract basis.
Senior Service Desk Analyst
Atkins
Bangaluru
07.2018 - 11.2021
- Addressed user issues through calls, chats, emails, and ServiceNow ticketing tool, ensuring timely support.
- Resolved IT issues for internal employees, enhancing user satisfaction and productivity.
- Executed Office 365 installation and troubleshooting, facilitating seamless access to applications.
- Troubleshot mail exchange server issues.
- Troubleshot applications and installed functionalities via SCCM server.
- Facilitated OneDrive setup and resolved installation issues.
- Operated Skype for Business and Office 365 applications.
- Utilised network monitoring tools like SolarWinds for outage reporting.
- Led team to achieve SLA targets consistently.
- Trained new joiners in understanding processes.
- Provisioned access to server folders.
Information Technology Support Technician
DXC Technology
07.2016 - 06.2018
- Provided IT support for Shell client, assisting internal employees with technical queries and issues.
- Utilised ServiceNow ticketing tool for incident and request management.
- Administered Microsoft Azure, Office 365, OneDrive, and Intune for user support.
- User account Management creation deactivation through I manage, Password reset, Unlocking of user accounts.
- Troubleshot Wi-Fi issues, managing login, certificate creation and user access.
- Performed troubleshooting on Cisco VPN, Jabber, and applications, configuring Cisco desk phones and escalating complex issues to the appropriate team.
- Troubleshooting on network issues. Contacting the L2 team and logging a P1 or P2 ticket also coordinating with the Service provider and logging a case with them.
- Worked on LENOVO Hardware troubleshooting and logging ticket with Lenovo.
- Worked on Mcafee Antivirus troubleshooting and reinstallation.
- Worked on Nexthink application monitor tool. Logging tickets and contacting the users for the same.
- Worked on Okta MFA, RSA and HID application configurations.
- Worked on Exchange Control Panel. Creating Distribution group and providing access to the shared mailbox, meeting room.
- Configuring mails on mobile(iPhone and Android) through AirWatch and intunes(MDM and MAM).
- Executed installation and troubleshooting of JSS Casper application.
- Worked on Macintosh devices, Imaging, reinstallation via JSS casper and USB stick, Self Service application installation updates installation. Worked on El Captain and Sierra.
Process Executive
Infosys
03.2015 - 06.2016
- Troubleshot internal applications to resolve issues, ensuring seamless operation for users.
- Supported Cisco's internal workforce by addressing technical inquiries and enhancing user experience.
- Resolved installation issues with Office 365 software, enabling efficient access for team members.
- Resolved issues with the mail exchange server functionality.
- Configured folder access permissions on the server.
Education
10th -
Govt. junior College
Hiriyur, KAPUC - Computers
National PU College
Shimoga, KABCA - computer applications
Saraswathi -Hi-Tech College
Chitradurga, KASkills
- Technical support
- Incident Management
- Incident resolution
- Remote desktop support
- API support
- Azure management
- IT service ticketing systems
- Case management
- Customer relationship
Certification
Microsoft Admin, QA Ltd
Milestones
- Excellence award, DXC Technology, 2018
- Employee of the month, Infosys, 2016
- Best employee, 2016
Timeline
Sr Support Engineer
Teamware Solutions
12.2021 - 10.2022
Senior Service Desk Analyst
Atkins
07.2018 - 11.2021
Information Technology Support Technician
DXC Technology
07.2016 - 06.2018
Process Executive
Infosys
03.2015 - 06.2016
10th -
Govt. junior College
PUC - Computers
National PU College
BCA - computer applications
Saraswathi -Hi-Tech College