SUNNY KUMAR
Technical Support Engineer
Bengaluru
Summary
Dedicated and seasoned IT Support Engineer with 10+ years of experience. Committed to ensuring project success through vigilant performance monitoring. Expertise in collaborating with engineering and business departments to seamlessly integrate IT tools and applications. Consistently achieved on-time and under-budget performance goals, showcasing commitment to excellence in project management.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
Technical Support Engineer
Roku Inc
Bengaluru
06.2024 - Current
- Spearheading IT operations for the Bangalore office, ensuring seamless infrastructure and end-user support.
- Managing the Jamf portal and Microsoft Intune for global Mobile Device Management (MDM), supporting over 2,000 Mac users worldwide, including 200+ users in India.
- Managing Microsoft Exchange Portal
- Played a key role in the successful launch of two new Bangalore offices, collaborating with vendors and the networking team to ensure complete IT infrastructure and AV setup were delivered on time and functioned seamlessly.
- Taking care complete On-Boarding and Off-Boarding process for India (Including Contractor Employee)
- Delivering comprehensive Mac support to end-users, resolving complex issues with efficiency and expertise.
- Overseeing complete Zoom AV setups, specializing in Logitech devices, and maintaining optimal performance across conference rooms in Bangalore Office.
- Providing IT and AV support to two Roku offices in Bangalore, including on-site troubleshooting and maintenance.
- Acting as the escalation point for complex technical queries, leveraging deep product knowledge and problem-solving skills.
- Guiding end-users through basic and advanced troubleshooting with patience and clarity.
- Recognized by leadership for consistently delivering outstanding service and exceeding support expectations.
Senior IT Engineer
Instawork
Bengaluru
08.2023 - 06.2024
- Implemented and managed a comprehensive new hire induction program, covering IT policies, security protocols, and access controls.
- Successfully managed Mac devices using Jamf, including Zero Touch deployment and efficient device onboarding.
- Oversaw complete organizational access management for tools such as AWS, Jira, G-Suite, Slack, Freshdesk, Bitbucket, and others.
- Managed Okta Single Sign-On (SSO) and created workflows for streamlined application access.
- Led the implementation of the Okta project from sketch to execution in Instawork.
- Supported IT-related issues for the APAC region, ensuring prompt resolution and minimizing downtime for employees.
- Created and deployed policies, as well as software through Jamf Self-Service after rigorous testing.
- Conducted troubleshooting for Mac devices, performed formatting, and executed local password resets.
IT Engineer III
Plobal Tech Private Limited
Bengaluru
08.2022 - 04.2023
- Managed complete organizational access for key tools, including AWS, Jira, G-Suite, Slack, Freshdesk, and Bitbucket.
- Utilized outstanding troubleshooting abilities to effectively reduce issue resolution time frames in line with service targets.
- Installed and configured new/upgraded systems, ensuring performance and functionality ahead of company-wide rollouts.
- Successfully managed Mac devices using Jamf and Zero Touch from Jamf Connect Add-ons. Created policies and deployed software on Self-Service after thorough testing.
- Troubleshot MacBook issues, performed formatting, and executed local password resets.
- Maintained a flexible schedule to resolve after-hours and weekend emergencies promptly.
- Supported APAC region and AMEA region for IT-related issues.
Systems Engineer II
Swiggy(Bundl Technologies Pvt Ltd)
Bengaluru
04.2018 - 06.2022
- Led the precise IT orientation program for new hires, covering critical aspects such as password constraints and IT security policies.
- Received appreciation from Tech Leadership for continuous support and providing effective solutions during critical times, demonstrating resilience and problem-solving skills.
- Provided specialized support for AVP (Assistant Vice President) and above Users, including onboarding processes and dedicated assistance for leadership Windows laptops.
- Provided complete hardware support for Mac, Windows, Linux, and Chromebook issues, ensuring seamless operation across diverse platforms.
- Successfully managed Mac devices using Jamf and Zero Touch from Jamf Connect, contributing to enhanced device security and operational efficiency.
- Applied expertise in Jamf tools for application deployment, policy creation, and efficient update pushes, contributing to a robust IT infrastructure.
- Created and deployed policies, as well as deployed software on Self-Service after rigorous testing, contributing to a streamlined and secure IT environment.
- Played a crucial role in supporting the Swiggy Tech team for day-to-day issues, providing timely resolutions to maintain uninterrupted operations for 3000+ Mac users.
- Provided remote support to end-users, consistently resolving issues within SLA to ensure minimal disruption to operations.
- Supported multiple cities launches during Swiggy's expansion phase, contributing to the establishment of basic IT infrastructure in new locations.
System Engineer
FRONTIER BUSINESS SYSTEM PVT LTD
Bengaluru
06.2017 - 04.2018
- Provided Technical consulting in the selection and purchase of hardware and software systems.
- Ensured the secure and effective operation of computing systems through compliance with IT Internal Operating Procedures.
- Troubleshoot system problems quickly and effectively.
- Worked with other systems engineers and vendors to resolve hardware and software issues.
- Utilized Internet resources (mailing lists, blogs,etc.)to resolve problems with open-source software.
- Developed and documented team processes Provided suggestions for process improvement and implemented when required.
- Monitored systems performance Installed and configured software, both commercial packages, and various open-source packages.
- Maintained documentation/notes on software build and installs.
- Supported data storage systems and backup services.
- Assisted customers with the use of computing systems.
- Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
System Administrator
Scudds Information Technologies
05.2016 - 05.2017
- Supported the day-to-day operations of corporate production and staging environments by monitoring system performance, configuration, maintenance, and repair.
- Applied revisions to host system firmware and software, etc.
- Worked with vendors to assist in support activities.
- Implemented new systems and applications, custom scripts, and testing procedures to ensure operational reliability.
- Trained technical staff in how to use new software and hardware developed and/or acquired.
- Performed troubleshooting as required.
- Installed, modified, and maintained systems and utility software on server computer systems.
- Ensured high availability and acceptable levels of performance in mission-critical environments and staging environments.
System Administrator
CMC LTD
04.2015 - 04.2016
- Providing Desktop call Solutions for more than 500+PCs on the site
- MS Outlook configuration and troubleshooting
- Installation and troubleshooting of customer on-site application within SLA.
- Vendor coordination for Hardware and software-related issues
- Apply security patches, Service packages, and Upgrades.
- LAN Troubleshooting and fault rectification
- Network Printer Configuration & Scanner configuration and management.
- Responsible for taking care of all Help desk calls (Hardware, Software, and Networking calls
- Kept a flexible schedule to resolve after-hours and weekend emergencies promptly.
Education
BCA - Bachelor of Computer Application
Sunrise University
Alwar, Rajesthan 04.2012 - 01.2015
12th - undefined
KSS College
01.2007 - 01.2009
10th - undefined
RK High School
01.2006 - 01.2007
Skills
undefined
Timeline
Technical Support Engineer
Roku Inc
06.2024 - Current
Senior IT Engineer
Instawork
08.2023 - 06.2024
IT Engineer III
Plobal Tech Private Limited
08.2022 - 04.2023
Systems Engineer II
Swiggy(Bundl Technologies Pvt Ltd)
04.2018 - 06.2022
System Engineer
FRONTIER BUSINESS SYSTEM PVT LTD
06.2017 - 04.2018
System Administrator
Scudds Information Technologies
05.2016 - 05.2017
System Administrator
CMC LTD
04.2015 - 04.2016
BCA - Bachelor of Computer Application
Sunrise University
04.2012 - 01.2015
12th - undefined
KSS College
01.2007 - 01.2009
10th - undefined
RK High School
01.2006 - 01.2007
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