Grace Sushmitha J

Professional Summary: Designated as Software/App Cloud Support Analyst with B.E Graduate in Computer Science and having 4.3 years of Professional experience in the IT industry with excellent leadership and communication skills, looking for a challenging role in a reputable organization to utilize my technical, database, and management skills for the growth of the organization as well as to enhance my knowledge about new and emerging IT trends.

Roles and Responsibilities: Level 2 Support/ Software/Cloud Support Analyst: December 15th 2020 – To present • As a part of Level 2 team, my responsibilities are to handle all the incidents/tickets escalated by L1 team/out of scope from L1 team. • Resolving the incidents using SQL scripts based on the issues faced by the Clients while using the Application in a timely manner without affecting their daily procedures to manage their business. • Handling issues related hardware like, Desktops, laptops, Printers, Scanners. If unable to resolve by guiding over the phone, then a tech would be dispatched by escalating the incident to insight team with next 24 hours to the office premises. • Network issues relative to VPN, AVPN networks. Network devices handled here are CISCO Routers, LAN (Meraki / HP /KVM Switches), Firewalls etc. • Troubleshoot issues related to Active Directories which enables administrators to manage permissions and access to network resources. • Troubleshoot issues related to MFA(Multi-Factor Authenticator), MDM (Mobile Device Management), Airwatch application. • Troubleshoot network/hardware issues related to windows server, 2012, 2014, 2016 and 2019 version. • As a tenure agent of Level 2 team, I was also responsible for training the newbie’s, sharing them with the process knowledge, providing KT session to improve the performance. • Hands on Opera issues •Working on New application called PEP which is cloud based application