Akshay Kolwadkar
Nagpur
Summary
Results-driven Tier 1 Technical Support Engineer with over 4 years of experience resolving intricate technical issues across macOS, Linux, and Windows systems. Demonstrated expertise in managing integrations with Google Workspace, Azure Active Directory, and JumpCloud’s Directory-as-a-Service platform. Highly skilled in identity and access management, SSO, MDM policy configuration, and API-based automation, consistently achieving exceptional customer satisfaction scores. A collaborative team player adept at root cause analysis and cross-functional communication to enhance technical support quality and service delivery.
Overview
4
4
years of professional experience
Work History
Technical Support Engineer
Jumpcloud India Private limited
Remote
04.2023 - Current
- Advanced Troubleshooting: Diagnosed and resolved escalated technical issues related to JumpCloud’s Directory-as-a-Service platform, including authentication, system integrations, and user management.
- Linux System Support: Managed and resolved complex issues on Linux systems, including system configurations, authentication, user provisioning, and directory sync.
- GWS (Google Workspace) Integration: Provided support for Google Workspace integrations, troubleshooting SSO, directory sync, and email management challenges.
- Azure Integration: Handled Azure Active Directory integration issues, including SAML configuration, hybrid identity setups, and provisioning workflows.
- Identity and Access Management (IAM): Delivered expert support for SSO, LDAP, RADIUS, and multi-factor authentication (MFA) configurations across platforms.
- API Assistance: Supported customers in leveraging JumpCloud APIs for custom workflows, advanced scripting, and automation.
- MDM Policy Management: Configured and resolved issues related to MDM policies for macOS, Linux, and Windows endpoints, ensuring device compliance and security.
- Cross-Platform Support: Addressed technical problems across Linux, macOS, and Windows systems integrated with JumpCloud and third-party tools.
- Root Cause Analysis: Conducted in-depth investigations of recurring issues on Linux and other platforms, collaborating with engineering teams to implement permanent solutions.
- Technical Documentation: Authored and maintained detailed guides and knowledge base articles for resolving Linux-specific and cross-platform issues.
- Customer Satisfaction: Delivered high-quality support to maintain SLAs and achieve outstanding CSAT scores, fostering trust and reliability.
- Cross-Team Collaboration: Worked with product and engineering teams to address software bugs, validate new features, and improve Linux system performance and integrations.
Technical Support Engineer
Nuance India Private Limited
Pune
08.2022 - 08.2024
- Delivered advanced incident management by swiftly resolving intricate technical challenges.
- Collaborated with clients to identify, analyze, and resolve macOS, Linux, and other system issues.
- Managed system configurations for optimal performance.
- Created detailed technical articles supporting knowledge base.
- Guided Tier 1 engineers by managing escalations and offering mentorship.
- Addressed configuration and performance issues in integrations involving MDM, ADE, Directory Services, SSO and API technologies.
- Performed thorough investigations to determine root causes.
- Proactively identified and resolved potential issues through monitoring tools utilization.
- Collaborated with product development to resolve software issues.
- Maintained excellent service quality, resulting in customer satisfaction scores exceeding 95%.
Technical Support Engineer
Accenture Private Solutions
Bengluru
04.2021 - 08.2022
- Handled Severity 1 outages for various products and customers.
- Provided timely responses to customers per established SLAs.
- Implemented timely resolutions for issues identified via monitoring tools.
- Proactively addressed customer concerns upon identifying potential issues.
- Created root cause analysis reports alongside engineering teams.
- Outlined critical documentation requirements for the knowledge repository.
- Handle customer issues through phone, email, and remote support.
Education
Bachelor of Science - Electronics
DRB Sindhu Mahavidyalya
Nagpur07-2020
Skills
- Data Log Analysis
- Application Issue Troubleshooting
- Server Management
- Mobile device management
- Escalation support
- Network administration
- Customer support
- Windows OS support
- Project management
- Case management
- Training material development
- Network troubleshooting
- System troubleshooting
- Incident management
- Software troubleshooting
- Linux system administration
- Application installations
- Analytical thinking
- Performance optimization
- Apple product expertise
- Client relationship building
- Technical proficiency
Languages
Marathi
First Language
English
Intermediate (B1)
B1
Hindi
Upper Intermediate (B2)
B2
Timeline
Technical Support Engineer
Jumpcloud India Private limited
04.2023 - Current
Technical Support Engineer
Nuance India Private Limited
08.2022 - 08.2024
Technical Support Engineer
Accenture Private Solutions
04.2021 - 08.2022
Bachelor of Science - Electronics
DRB Sindhu Mahavidyalya
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