ASHOK KUMAR G
Bengaluru
Summary
Accomplished IT professional with strong leadership and project management expertise, recognized for effectively organizing and guiding teams toward consensus. Specializes in strategic planning and successful implementation of technology solutions, driving operational efficiency and innovation. Proven ability to manage cross-functional projects while maintaining high standards of communication and collaboration. Aiming to leverage strengths in a challenging role that fosters growth and enhances organizational success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Lead IT Support
Q2 Software Inc
Bengaluru
02.2024 - Current
- Lead and mentor the IT support team of 5, providing guidance, training, and performance evaluations.
- Coordinate schedules and assign tasks to team members.
- Provide training and onboarding for new team members.
- Oversee the configuration, deployment, and maintenance of IT infrastructure.
- Monitor and maintain IT infrastructure, including hardware, software, and network systems.
- Participate in or lead projects related to IT system upgrades or implementations.
- Participated in weekly meetings with other IT staff members in order to discuss new technologies or strategies for improving efficiency within the department.
- Act as an escalation point for complex or unresolved issues.
- Foster a culture of continuous learning and improvement within the team.
- Oversee day-to-day IT support operations, ensuring quick resolution of technical issues.
- Diagnose and resolve complex hardware, software, and network problems.
- Ensure compliance with service-level agreements (SLAs) for response and resolution times.
- Serve as the liaison between IT support and other departments or external clients.
- Develop and implement IT support processes, policies, and best practices.
- Coordinate with vendors for procurement, repair, and maintenance of IT assets.
- Track and manage IT inventory, including hardware and software licenses.
- Identify and mitigate security vulnerabilities in collaboration with the cybersecurity team.
- Provide insights and recommendations for improving IT support operations.
- Participate in budget planning for IT support-related expenses.
- Maintain accurate records of IT assets and support activities.
- Track performance metrics such as ticket resolution time and system uptime.
Senior IT Support Technician
Q2 Software
Bengaluru
08.2023 - 02.2024
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Educated customers about available products and services that may enhance their computing experience.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Monitored performance of computer systems regularly to ensure they are running optimally.
- Provided training for end users on how to use various applications within their departments.
- Participated in regular meetings with other IT staff members to discuss upcoming projects or initiatives.
- Maintained positive working relationship with fellow staff and management.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Ensured all corporate IT assets were inventoried accurately in order to maintain an up-to-date asset database.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
IT Support Technician II
Q2 Software Inc
Bnagalore
05.2021 - 08.2023
- Onboarding & offboarding for employees & contractors. Walking thru the setting up accounts and applications.
- Complete IT Support for end users India, UK and Australia.
- Experience working on MDM technologies with JAMF and Intune.
- IT backend environment understanding (GPO, Single Sign-On, Active Directory, O365.
- Admin experience for – Azure AD, MS365, SharePoint 365, Teams, Security, Endpoint Manager, Compliance, Exchange, OneDrive
- Working on ITSM tools for ticket tracking Jira, ServiceDesk,Salesforce
- Overseeing the annual IT budget and ensuring cost-effectiveness.
- Successfully developed, designed, and manage IT Infra for a new office space, inculding Network routing,Server management.
- Provided level-1 and level-2 remote support for desktops, printers, and other computer-related devices.
- Delivered first-level contact and problem resolution for users with hardware, software, and applications problems.
- Management of the hardware/software technologies including macOS, Windows, JAMF,Azure AD, Meraki Confluence and JIRA.
- Successfully implemented planning, delivering, and supporting IT services into new site, including end user support, M365 provision, WAN and LAN network provision, and corporate standard AV and meeting room solutions
- Asset Management: Manage sufficient stock of requirements, keep track of IT assets, renewal of licences, contracts, AMCs etc.
- Hands-on technical experience in systems integration with LDAP, identity and access management (IAM) solutions (OKTA, MDM, and SSO integration).
- Completed Azure AZ 900 training and JAMF 100.
- Proficient in analysing and troubleshooting problems; identifying solutions; and recommending and implementing methods, procedures, and techniques for resolution and elimination of root cause.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Record keeping of damaged/ faulty parts IT assets and ensure consistent enforcement of company policies.
- Management of vendors, orders and assets.
- Referred major hardware and software problems and defective products to vendors and technicians for service.
- Perform regular IT audit to discover areas of weaknesses and fortify them.
Sr. System Admin
VDS India Pvt Ltd
01.2017 - 05.2021
- VDS India Pvt Ltd is a 8 years old E-Commerce Company is the pioneers in the industry
- The Organization is well connected through server, system and operating ERP Software in day to day affairs of the business
- Job Description:
- Performs systems management, performance and monitoring of networks
- Installing and Configuring DHCP, DNS and Group policy Management Services
- Provide assistance to users in accessing and using IT systems
- Managing user accounts and giving share & security level permissions
- Responsible to install, set up, maintain network and also configure the peripherals, cabling and equipment accordingly as per the requirement
- Responsible for maintaining the company strategy like designing, implementing and maintenance of enterprise network components
- Responsible to monitor whether all the components are available for successful communication
- Responsible for maintaining the Backup network, hardware, software, files on a regular basis accordingly as per the company policies
- Timely analyse whether any repairs or replacements is needed
- Experience with Windows security toolsets such as anti-virus, DLP, local firewalls, etc
- Responsible for configuring & troubleshooting ROUTER & SWITCHES
- Responsible for troubleshoot Microsoft windows issues
- Responsible for configuring & troubleshooting MICROSOFT OUTLOOK ACCOUNTS
- Responsible for creating new Microsoft outlook accounts for new users
- Responsible for the installation of operating system windows 7, Windows 8 and Windows 10
- Responsible for the installation of software’s like antivirus, MS-office, adobe & acrobat reader etc
- Responsible for maintaining the network & troubleshooting the network related issues
- Responsible for maintaining & troubleshooting network printers
- Responsible for troubleshooting Internet issues
- Network Systems Patches and Updates
- Responsible for ERP software need to working and 100 % uptime
- Responsible for Updating and monitoring of BIOMETRIC SYSTEMS
- All AMC records of all the systems, Printers, UPS and other Hardware
- Ability to work independently, defining your own priorities, and managing time effectively to achieve goals
Field Engineer
IRIS Cable and Broadband
05.2016 - 10.2016
- Iris Cable And Broadband Private Limited is a Private incorporated on 16 April 2013.It is inolved in Telecommunications [Production of radio and television programmes, whether or not combined with broadcasting, is classified under class 9213
- Job Description:
- Implemented, maintained and monitored Network
- Resolved end-user problems and made necessary modifications to the operating system, network software, and/or hardware configurations
- Use of monitoring tools to diagnose and troubleshoot network failures
- Handled the tasks of providing support in network acquisition and analyzing network traffic requirements
- Handled responsibilities of monitoring network traffic, installing network equipment, and maintaining data networking systems
- Worked on TCP\IP Protocol
- Up gradation of Hardware in existing systems
- LAN configuring and testing
- Configuring and maintain Uninterrupted Power Systems
- Client support.
System Admin
05.2014 - 05.2016
- SIRI Group is established in the year 2003 by a select Group of professionals, whose main aim is to make the world a better place for producing Web Applications and Windows Applications
- Job Description:
- Maintained the timely back-up of important data and management resources
- Installation of Microsoft Office, configured email accounts and shared resources
- Provided on-going technical support and service
- Assisted in the timely recovery of data lost due to software crash or hardware failure
- Conducted periodic performance tests on existing servers
- Managed and advised the deployment of new system design
- Worked on DNS and DHCP Protocols.
Education
Bachelor of Computer Application (BCA) -
Mahatma Gandhi Central University
2012
Higher Secondary -
Board of higher secondary examination
India, Delhi2009
SSLC -
Karnataka Secondary Education Examination Board
India, KarnatakaSkills
- Access Management Software
- Azure and JAMF
- Service Desk Team Management
- Software and hardware issues
- O365 Management
- Permissions and Access Control
- User Support
- Infrastructure planning
- User Access Management
- Microsoft Active Directory
- Support End-Users
- Network Infrastructure Support
- Remediation Execution
Additional Information
- DOB : , 29-05-1992
Certification
- JAMF 100 Certification
- Office 365 Administrator (O365 Admin)
- AZ 900
Timeline
Lead IT Support
Q2 Software Inc
02.2024 - Current
Senior IT Support Technician
Q2 Software
08.2023 - 02.2024
IT Support Technician II
Q2 Software Inc
05.2021 - 08.2023
Sr. System Admin
VDS India Pvt Ltd
01.2017 - 05.2021
Field Engineer
IRIS Cable and Broadband
05.2016 - 10.2016
System Admin
05.2014 - 05.2016
- JAMF 100 Certification
- Office 365 Administrator (O365 Admin)
- AZ 900
Bachelor of Computer Application (BCA) -
Mahatma Gandhi Central University
Higher Secondary -
Board of higher secondary examination
SSLC -
Karnataka Secondary Education Examination Board
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