Kailash
New Delhi,DL
Summary
Senior Technical Lead with over 13 years of experience across Service Desk, Remote Support, and On-Site Support roles. Proven track record in managing and troubleshooting hardware, software, network, server, and security issues. Expertise in providing Level 1 and Level 2 technical support, optimizing system performance, and implementing robust security measures to protect IT infrastructure and data.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Technical Lead
Aristocrat Technologies
2019.06 - Current
- Provided comprehensive hardware support for Mac and Windows devices.
- Facilitated smooth onboarding for new hires by provisioning necessary IT assets.
- Managed IT asset inventory, including updates and disposal activities, using ServiceNow.
- Handled access management across multiple platforms, including Okta, Active Directory, Exchange Online, Azure, Office 365, and SailPoint.
- Managed mobile device management using Intune and Jamf.
- Supported and troubleshot Zoom Rooms, ensuring optimal configuration and functionality for meeting room technology.
- Conducted vulnerability assessments, focusing on VPN and TPM issues, and implemented security measures using Cylance and Cortex applications.
- Managed vendor relationships with Konica, Dell, and Lenovo to ensure timely procurement and maintenance of IT equipment.
Remote Support Technician
Axa Xl (XL Catlin)
2016.10 - 2019.06
- Managed SCCM for application deployment and resolved SCCM client and Windows patching issues.
- Handled virtual machine (VM) management, including troubleshooting, upgrades, and the creation of new VMs.
- Served as an escalation point for the Service Desk to resolve complex technical issues.
- Oversaw mobile device management to ensure secure and efficient operation of devices.
Senior Service Desk Engineer
HCL Technologies
2015.01 - 2016.09
- Delivered comprehensive technical support by diagnosing and resolving software and hardware issues for end-users to ensure minimal downtime and enhanced productivity.
- Managed user access and permissions across various applications, distribution lists (DLs), and mailboxes, ensuring compliance with company policies and security protocols.
- Addressed and resolved VPN connectivity issues, facilitating secure remote access for employees.
- Provided exceptional customer service by effectively communicating with users and escalating complex issues to appropriate teams when necessary.
Technical Support Engineer
BPTP Limited
2013.01 - 2014.12
- Provided front-line technical support, resolving basic software and hardware issues for employees.
- Assisted with general IT inquiries, ensuring timely and effective responses to service requests.
- Documented and tracked issues using ticketing systems to ensure accurate reporting and resolution.
Senior Client Support Technician
Dell International Services
2010.10 - 2013.12
- Provided hardware support for desktops, laptops, and printers for US customers, ensuring timely resolution of technical issues.
- Assisted customers with troubleshooting and maintenance to enhance device performance and reliability.
- Engaged in upselling warranty services, effectively communicating the benefits to customers and contributing to sales growth.
Education
Bachelor of Arts - Humanities
Moti Lal Nehru College
Delhi07.2007
Skills
Windows Server
Okta
Exchange Online
Cylance
Cortex
Active Directory
Azure Administration
Office 365
Zoom Room
Hardware Support (Mac & Windows)
Asset Management
Vulnerability Assessment
Accomplishments
- Conducted a Zoom Room hardware refresh independently, saving the organization significant costs by eliminating the need for vendor support.
- Implemented an automated tracking system with Microsoft Forms and Power Automate to prevent device loss and ensure timely clearance for departing employees.
Certification
ITIL V3
Azure Admin (104)
VMware (VCA)
Languages
Hindi
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Senior Technical Lead
Aristocrat Technologies
2019.06 - Current
Remote Support Technician
Axa Xl (XL Catlin)
2016.10 - 2019.06
Senior Service Desk Engineer
HCL Technologies
2015.01 - 2016.09
Technical Support Engineer
BPTP Limited
2013.01 - 2014.12
Senior Client Support Technician
Dell International Services
2010.10 - 2013.12
ITIL V3
Azure Admin (104)
VMware (VCA)
Bachelor of Arts - Humanities
Moti Lal Nehru College
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