Jay Kumar Shukla
Sr. Technical Lead & IT Operation
Summary
Professional technical support engineer with strong foundation in diagnosing and resolving complex system issues. Demonstrates keen focus on team colaboration, adaptability, and delivering impactful solutions. Ski led in troubleshooting, network management, and customer service. Reliable and flexible, ensuring consistent performance in high-pressure environments.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
Lead Technical Support Engineer
Convergys India Service Pvt. Ltd
08.2020 - Current
- Maintain office network and access management, desktops, laptops, printers, software and software licenses.
- Administering systems, providing technical know-how and solving technical issues. Manage the onboarding of new users and install and configure new computers and software.
- Manage access to the company's IT systems and tools. Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat.
- Document customer interactions, including issues, solutions, and relevant details, in our support ticketing system.
- Investigating and resolving issues related to operating systems (Windows), networks (LAN/WAN), systems, and applications.
- Performing root cause analyses and escalating issues as necessary. Test and deploy hardware and software solutions.
- Manage end-user technology projects, such as migrations, deployments and introducing new technology solutions.
- Experience in Office 365, Azure Active Directory and Windows operating system.
- Experience in Windows Networking (TCP/IP, DHCP, DNS, VPN, etc.)
- Experience with Azure Virtual desktops support.
- Administer and configure Microsoft 365 applications, including Exchange Online, Teams, OneDrive, and SharePoint.
- Monitor and manage user licenses, permissions, and security settings within the Microsoft 365 environment.
- Implement, update, and maintain Windows 11 endpoints using Intune and SCCM, including policies, profiles, and applications.
- Monitor and report on endpoint management solution performance and troubleshoot issues as necessary.
- Active Directory Administration and maintenance.
- Manage and support Multi-Factor Authentication (MFA), 2FA within ADFS.
- Managing the DHCP server to clear IPs from the scope that is not in use. Also perform Mac binding for servers and printers, and systems as per approval and requirement by business.
- Manage and provide support on O365, Zoom and other IT tools.
- Monitored system performance to identify potential issues. Patching tool experience like WSUS, BigFix, SCCM.
Technical Support Engineer
AGS Transact Technologies Pvt Ltd
11.2016 - 08.2020
- I was working with AGS Transact Technologies Ltd as a customer support executive.
- My role and responsibilities are to provide remote technical support to our clients. (Desktop support, network support, software support, VC support, Outlook mail support, VPN service, DHCP service, server maintenance).
- Installation and configuration of Windows 7, 8 and 10 OS and Windows Software update service.
- Installations and Configuration of TPLinux OS in retail POS billing machine.
- VIP users support and manage CISCO and Polycom VC devices, Audio Bridge (ISDN), GoTo Meeting, Cisco Webex Meeting IP Phones, and Polycom speaker phones.
- Administrating VC support for Board Meetings Events and Theme Days.
- Performed all levels of hardware and software systems support for 300+ systems and 30 Printers.
- Identifying, diagnosing, and resolving Level One problems for users of the mainframe, personal Computer software and hardware, Internet, and new computer technology.
- Current day-to-day support activities include Local Users and Groups, diagnosing and resolving end-user network or local printer problems, PC hardware problems, and mainframe, e-mail, Internet, WLAN, and local-area network access problems.
- Performed hands-on administration, monitoring, and troubleshooting of LAN, WAN, and Wireless building, cable installation, and testing.
- Installation and Licensing of 7,8,10, MS Office, and Design applications like Adobe Photoshop CS6, Adobe Illustrator, Adobe Creative Cloud, Zeplin, Sketch, Coral Draw x5 s x6 s AutoCAD, Autodesk other general packages, and troubleshooting apps.
- Responsible for configuring & troubleshooting Mailing servers like Microsoft Outlook Exchange and Zimbra accounts and repairing PSTs and OST mailboxes.
- Managing user accounts and providing sharing & security level permissions.
- Installation of SAP, getting created login for SAP from the backend, and other Applications troubleshooting.
- Have experience in working with ticketing tool environment BMC Remedy tool.
- Maintaining Asset Inventory along with Laptop allocations and Laptop Replacement (IMAC) process.
- Served as the main SPOC (single point of contact) for OEM vendor or any outside vendors and followed up based on case number or incident (hardware/software) and managed maintenance/repairs as required.
- LAN Administration static IPs, Network printers, Basic printers, and Network scanners.
- Data Management of FTP, File servers, assigning rights and privileges for users to access files and folders (FTP and File Servers).
- Respond to requests for technical assistance by phone, email, chat, or using the Service Desk management system.
- Monitor, manage, and document all actions and solutions into a Service Now ticketing Tool.
Education
Bachelor Of Technology - Electronics & Communication Engineering
UTTAR PRADESH TECHNICAL UNIVERSITY
Lucknow, Uttar Pradesh 01.2012 - 01.2016
10+2 - Physics , Chemistry & Mathematics
UTTER PRADESH MADHYAMIK SHIKSHA PARISHAD
Prayagraj, Uttar Pradesh 01.2011 - 01.2012
10th - science
UTTER PRADESH MADHYAMIK SHIKSHA PARISHAD
Prayagraj, Uttar Pradesh 01.2009 - 01.2010
CCNA Routing & Switching training - undefined
Network Bull
Gurgaon 01.2018 - 01.2019
Skills
Windows Support Specialist
Active Directory Support
Remote support and End User support
SCCM and BigFix Management
Network administration TCP/IP
Software instalation / Hardware troubleshooting
Ticket management
Client communication
Windows servers Management
Technical documentation
MDM and Intune
Fortinet Firewall Management
IT Assets Management
CCTV Management
WSUS, WDS management
GPO (Group Policy Management)
Azure Active Directory Management
MFA (Multi Factor Authentication) and management
Security Applications (Cortex, Fireeye, Crowdstrike, Netskope and Forcepoint)
Vulnerability Management (Rapid7)
Vendor and ISP Management
VPN
Office 365 administration and License assignement
Training
CCNA Routing & Switching training, Network Bull, Gurgaon, 2018, 2019
Timeline
Lead Technical Support Engineer
Convergys India Service Pvt. Ltd
08.2020 - Current
CCNA Routing & Switching training - undefined
Network Bull
01.2018 - 01.2019
Technical Support Engineer
AGS Transact Technologies Pvt Ltd
11.2016 - 08.2020
Bachelor Of Technology - Electronics & Communication Engineering
UTTAR PRADESH TECHNICAL UNIVERSITY
01.2012 - 01.2016
10+2 - Physics , Chemistry & Mathematics
UTTER PRADESH MADHYAMIK SHIKSHA PARISHAD
01.2011 - 01.2012
10th - science
UTTER PRADESH MADHYAMIK SHIKSHA PARISHAD
01.2009 - 01.2010