Astitva Dubey

Hyderabad

Summary

Results-driven Level 2 Technical Support Specialist with over 4 years of experience in IT support using ServiceNow and queue management and Admin 7. Skilled in Linux system administration, AWS cloud infrastructure, and DevOps practices. Adept at managing package, file, and user systems, as well as automating workflows. Actively transitioning to a career in AWS DevOps with hands-on experience in VPC, EC2, and S3. Currently expanding knowledge in Terraform, Grafana, and Prometheus to build scalable and reliable cloud environments.

Overview

years of professional experience

years of post-secondary education

Certifications

Work History

Level 2 Technical Support Specialist

Capgemini

Hyderabad

11.2019 - Current

Provide Level 2 technical support to end-users and clients using ServiceNow to manage and resolve tickets efficiently
Manage incident and service request queues using Admin 7, ensuring timely resolution and SLA compliance
Perform remote server management and troubleshooting on Linux (Ubuntu) environments to maintain system stability and performance
Collaborate with cross-functional teams to diagnose and resolve complex technical issues
Document technical solutions and update knowledge base articles to improve support processes
Key Achievements:
Enhanced system uptime and reliability through proactive monitoring and issue resolution

Education

Bachelor’s Degree - Computer Science

SIRT Bhopal

Bhopal

05.2014 - 06.2018

Skills

ServiceNow

Admin 7

AWS

VPC

EC2

Linux

Ubuntu

Remote Server Management

Git

GitHub

Package Management

File Management

User Management

Grafana

Prometheus

Terraform

Certification

AWS Certified Cloud Practitioner, Completed

Additional Information

Strong problem-solving and troubleshooting skills with a focus on automation and system optimization., Excellent communication and collaboration abilities., Passionate about continuous learning and applying new technologies to solve business challenges.

Timeline