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
5
5
years of professional experience
4
4
years of post-secondary education
3
3
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
S3
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
Level 2 Technical Support Specialist
Capgemini
11.2019 - Current
Bachelor’s Degree - Computer Science
SIRT Bhopal
05.2014 - 06.2018