Aswanth Kumar Samarasam

Managed regional service operations while ensuring compliance with SLAs across assigned accounts.

Acted as primary liaison between end users, resolver groups, and vendors to facilitate timely resolutions.

Monitored performance metrics such as backlog and SLA breaches, reporting findings to leadership.

Conducted root-cause investigations on recurring issues to drive implementation of preventive actions.

Enhanced SOPs and knowledge articles to maintain high-quality support standards.

• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Technical support via phone, email to users services include (Gsuite, O365, Seqrite EDP,)
• Good understanding of the MS Office products such as Word, Excel, Outlook, etc.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Basic knowledge of DNS, DHCP and Windows Operating systems.
• Provide technical support for both hardware and software issues our users encounter
• Lead desktop and helpdesk support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved promptly with limited disruptions
• Biometrics / Proximity card attendance system and its application
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing the impact of issues
• Maintenance and Troubleshooting of connectivity problems using Ping, Traceroute.
• Troubleshooting hardware, software & networking problems.
• Monitoring of virus issues through various antivirus software.
• Password creation & resetting to end users through remote desktop
• Good experience in configuring & troubleshooting MS Outlook 2010/13
• Remotely resolving application problems and network problems and mail configurations through the net meetings, remote desktop sharing.
• Www.cirruslabs.io/
• Tools: Google Workspace(Gsuite), Slack, RingCentral, Udemy, HubSpot, Jira Service Desk

• As a Level 2 Desktop Support Engineer, you will provide premium, high-availability technical support to CXOs and executive leadership.
• You are responsible for the end-to-end management of macOS and Windows environments, handling escalated tickets from Level 1, Level 2 and ensuring seamless IT operations for the organization's most critical users.
• Provide VIP/CXO-level support ensuring minimal downtime and personalized assistance.
• Offer expert-level Mac OS support, including configuration, troubleshooting, and integration with enterprise systems.
• Handle Level 2 escalations from the IT Helpdesk for desktops, laptops, peripherals, and software issues.
• Manage incident resolution within defined SLAs and document solutions in the knowledge base.
• Support video conferencing systems, mobile devices, and collaboration tools for executives.
• Perform hardware and software installations, upgrades, and maintenance.
• Collaborate with network, security, and server teams for complex issues.
• Ensure compliance with IT policies, security standards, and data protection guidelines.
• Maintain inventory of IT assets and assist in procurement when required.
• Provide remote and onsite support as per business needs.

• Travel onsite to semi-rural 40K PLUS Pods to resolve technical problems and issues.
• Resolve issues via the telephone and email.
• Communicates effectively to both technical and non-technical individuals at various levels internally and externally.
• Reproducing issues in-house and responding back in a timely manner.
• Act as a bridge between Technical Team and Field Support Team.
• Regular follow up with Field Support Team on updates and action plans.
• Escalate issues in a timely manner.
• Create knowledge base articles and documents to capture the learning's for reuse throughout the organization.
• Train the Field Support Team in best practices and new features.
• Act as a Quality Control Engineer (QA) and Testing on releasing new product features in both mobile application, dashboard and website.
• Go to person for all organizational tech-related support challenges great and small.
• Australian based product company handling EdTech. 40K Plus Website: https://pluseducation.org/ 40K Globe Website: https://40kglobe.com.au/
• Tools: Jira, Confluence, Jira Service Desk, Dropbox, SQL

• Working as System Support Engineer handling Binge app and Vpay, Vclusive app.
• Integration of binge application in point of sale (Pos).
• Installing and configurations payment gateway and customized dashboard.
• Maintaining the database of mobile application and Vpay payment solution.
• Implementing and training the payments mode to the clients and vendors.
• Customer support to slot out issue faced by merchant and vendors.
• Manual testing and analysis the Mobile application and Web Page.
• Feedback and interact with developer further change and development process.
• Event handling.
• Customer Relationship Management(CRM)
• Product Based Company handling Mobile Payment Solutions, Payment Gateway Solutions, Web & Mobile Integration and Binge & Vclusive App.

• Worked as System Administrator in Small scale company.
• Maintaining the desktop and laptop system.
• Troubleshooting the problem issue faced by internal employee.
• Installing and configuration of operating system and network deployment.
• Maintaining and monitoring the server.
• Installing the Tally and SAP applications.
• Configuring the Outlook email & Office 365 to the users.

• Worked as Technical trainee for Desktop support engineer.
• Maintaining the hardware and software.
• Assembling, trouble-shooting & configuring computer peripheral.
• Operating Systems & Application Software Installations.
• Crystal software for billing system and applications.
• Monitoring the server under control system.
• Generating report daily basic.
• Windows & Mac OS Support.