Akshay Kolwadkar

• Provide technical support, troubleshooting, and issue resolution to customers via email, telephone, chat, or remote web session.
• Manage a queue of support tickets for high-priority and complex technical issues.
• Reproduce issues in-house and respond to customers promptly.
• Collaborate with peers, mentors, the knowledge base, community forums, and other internal tools to deliver effective, world-class solutions.
• Work with Product and Learning teams to ensure customer education programs are accurate and up-to-date.
• Maintain a technical understanding of the entire JumpCloud platform.
• Partner with Account Managers and Implementation Engineers to ensure new customers successfully transition to daily use of the product.
• Develop and maintain internal knowledge base articles to enhance shared knowledge among the support engineering team.
• Collaborate on projects to improve both customer and support engineer experiences.

Tools: LDAP, SSO, RADIUS, MDM, Linux, iOS, Android, Salesforce, Powershell, GitHub.

Experience:

• Installation, configuration, and support of Linux (Red Hat) and Windows operating systems.
• Provide technical support for both hardware and software issues for end-users.
• Manage multiple operating systems and technologies, including Linux, Windows, Windows Server 2016 and 2019, and Active Directory.
• Alert management using enterprise monitoring tools and handling escalations from the IT Service Desk.
• Extensive experience addressing Linux systems operations center incidents, including reporting, analyzing, and resolving production issues.
• Perform incident analysis, process management, and incident management using tools such as ServiceNow and Jira (Confluence).

Skills:

• Linux
• Virtualization
• Identity Management (LDAP / Active Directory)
• FTP protocols
• TCP/IP protocols
• DNS protocol
• Pager duty
• Everbridge

• Resolve customer issues via telephone, email, or remote access, frequently working through chat, email, phone, or team communications.
• Assist users in real-time with printer installation, desktop setup, hardware, and networking.
• Maintain customer loyalty through integrity and accountability.
• Research customer issues promptly and follow up with recommendations and action plans.
• Work with technologies including Windows Server, RDP, NTP, FTP, and Active Directory.
• Respond to customer inquiries and provide technical assistance both over the phone and in person.