ALAN K ABRAHAM
Kumily
Summary
Seasoned IT professional with a proven track record at Goldman Sachs, adept in Active Directory and excelling in client-focused solutions. Skilled in JAMF Pro and renowned for exceptional problem-solving abilities, I have significantly enhanced user satisfaction and operational efficiency. My expertise in IAM and collaborative approach have driven seamless technology integrations and support processes.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Academian Inc
Pune
09.2024 - Current
- Live Training Sessions Support: Assist in setting up and managing virtual training sessions using platforms such as Zoom or MS Teams.
o Resolve technical issues related to virtual meetings promptly.
o Create and manage breakout rooms during training sessions.
o Monitor and manage attendance, ensuring all participants can join and
participate effectively.
Adhere to and enforce meeting protocols to ensure a smooth and professional training experience.
2. Technical Issue Resolution:
o Manage and resolve tickets related to technical issues such as login problems,
broken training links, and report generation.
o Assist participants and trainers in finding and accessing training materials.
o Provide troubleshooting support for common technical issues faced during
training sessions.
3. User Management - Enrollment and Maintenance:
o Prepare and import Excel templates for platforms like Okta and NovoEd.
o Share activation links generated by the admin tool via email templates.
o Support the dispatch of Welcome Emails (with activation links and relevant Okta
steps) via the admin tool.
o Support the dispatch of course reminder emails via the admin tool.
o Manage user enrollment, including moving learners between courses and
regenerating activation links.
4. Course Management and Setup:
o Create and copy course shells and transfer courses between instances.
o Adjust course and lesson release dates as needed.
o Set up demo courses and troubleshoot course navigation or element access
issues.o Assist with the setup of course UI elements, such as client site flyers and
welcome pages.
5. Documentation, Reporting, and Analytics:
o Maintain detailed records of technical issues and their resolutions.
o Document frequently asked questions and common issues to improve future
support efficiency.
o Source and analyze data reports from various platforms.
6. Collaboration and Communication:
o Collaborate with the training team to understand session requirements and
provide pre-session technical support.
o Communicate effectively with participants and trainers to ensure technical
issues are resolved promptly.
Application Support Analyst
Goldman Sachs
Bangalore
07.2023 - 08.2024
- Response service - ETO Enterprise Technology Operations
- Auditing tickets for internal team
- Taking onboarding sessions for new joiners
- Looking after outages
- Working on checkouts & production
- Taking care of tickets via call & email
- Part of Unix, MAC & Mobile specialist team
- Providing knowledge transition to new employees
- Assisting users with various troubleshooting process like slow system issues, printer issues and network issues, application related issues
- Hands on Office 365 and Active Directory (Adding and removing users account, resetting passwords)
- Worked on InTune, RSA tokens
- Creating and auditing KB articles
- Taking sessions for internal use of various applications for new joiners such as Microsoft applications, Digital Assistant, Lumos, Role Management System, etc
- Hands on experience on ticket creating tool-ServiceNow (SNOW), JIRA, Keystone, Remote Tools - Goverlan, Application/Access Tool Iridium and Putty, Appstore, App Central, Messaging tool Office 365 (Outlook, Teams), Active Directory
Senior Analyst
HCL
Bangalore
05.2023 - 07.2023
- Experience in Active Directory, MS Outlook, Trouble shooting, OS, Printer configuration, Knowledge of DNS, MAC, O365
- Experience in handling multiple OS - Windows 10, Mac OSX, Android and iOS: Navigation and Troubleshooting, Linux
- Also have experience in networking such as troubleshooting Lan, Wi-Fi, VPN issues
- Good self-presentation skills to interact comfortably in person as well as live Video calls and resolve IT issues through the interaction
- Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing
- Cisco Phone, Iridium, Nebula, Putty, RSA tokens, Azure, Toad, RDC Calls, Chats
- IT Service Desk and/or Technical Support experience
- Keen attention to detail, memory of patterns, and interest in problem solving
IT Helpdesk Support Engineer
KPMG
Bangalore
02.2022 - 04.2023
- End User Support: Assisting the user for the troubleshooting in Mac and Windows
- Working on Tier2 Support Team and resolving the issues raised by the clients in Service Now a helpdesk CRM ticketing system
- Intune administration and deployment of M365 apps in Byod and corporate devices
- Troubleshooting on both Intune and M365
- Hostname creation and managing in JAMF server for MacBook's
Web Developer
Craft Ink Branding, AISAT
Kerala
11.2020 - 01.2022
- Consult with product development personnel on product specifications such as design, color, or packaging
Education
DDMCA - Computer Applications
Amal Jyothi College of Engineering
Kanjirappally, Kottayam06-2019
Skills
- JAMF Pro
- Azure
- IAM
- Active Directory
- Penetration Testing
- BYOD Management
- MS Office
- MAC
- Group Policy Management
- Linux
- Unix
- SQL
- Process and Documentation
- Remote Desktop
- Citrix
- OKTA
- NDS (Network Desktop System)
- VDI (Virtual Desktop Infrastructure)
- M365 Desktop and M365 Mobile app
- Registry Editor
- ServiceNow
- Printer Setup
- Zoom and Zoom VDI
- Drive mapping (Windows, MAC and Unix)
- Account Management (Primary and Secondary)
- Goverlan Remote Support Software
Certification
- Amazon Web Services
- Java and Cloud computing
Timeline
Technical Support Engineer
Academian Inc
09.2024 - Current
Application Support Analyst
Goldman Sachs
07.2023 - 08.2024
Senior Analyst
HCL
05.2023 - 07.2023
IT Helpdesk Support Engineer
KPMG
02.2022 - 04.2023
Web Developer
Craft Ink Branding, AISAT
11.2020 - 01.2022
DDMCA - Computer Applications
Amal Jyothi College of Engineering