Manohara B
Bangalore
Summary
Experienced IT professional with 5+ years of experience providing comprehensive technical support in both Mac and Windows environments. I have demonstrated expertise in hardware and software troubleshooting, system imaging, audio-visual setup for meetings, and resolving issues with Crestron devices in conference rooms. I am proficient with various tools, including ServiceNow (Incident and Asset Management), JAMF, Azure Active Directory, Microsoft Intune, RSA, Citrix, Identity IQ, and Global Protect VPN. I hold certifications in ITIL 4 IT Service Management and ITIL 4 IT Asset Management, and I focus on aligning IT services with business needs, optimizing asset lifecycle management, and driving service excellence.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior IT Support Engineer
Athenahealth
07.2023 - 03.2025
- Troubleshooting software and hardware issues for Mac and Windows systems within the organization
- Served as the primary IT support lead for the entire Pune site and 80% of the Bangalore site
- Traveled to Pune for three days each month to provide on-site support while offering remote assistance to Pune users for the remaining days
- Managed new hire laptop setups, including password creation, disk encryption checks, and asset assignment in ServiceNow
- Handled user terminations, asset collection, and access removal
- Providing support for Remote users using LogMeIn and Teams
- Manage incident resolution and service requests, ensuring adherence to service level agreements (SLAs)
- Set up and maintain conference room AV systems (Crestron)
- Managing the user access using identityIQ
- Using the ServiceNow Ticketing Tool to provide technical support for end users
- Handle system image and build for Mac and Windows machines using the intune
- Managing the Mac, Windows and IOS devices using the Microsoft intune admin center
- Helping users in resetting the passwords using SSPR and xcreds and syncing the password using the xcreds
- Administer RSA token management (unlocking, distribution, and resetting pins)
- Handled user account management with Active Roles for tasks such as enabling, disabling, locking/unlocking accounts, and password resets
- Taking care of Bitlocker/FileVault keys
- Providing it to the users when the system got locked
- Maintain IT asset records and perform quarterly audits
- Troubleshooted network issues (LAN/Wi-Fi), Access point issues, finding and replacing the faulty LAN cables in switches in the Hub room, providing VPN support (Global Protect)
- Providing Meeting setup (AV) for all-hands meetings
- Worked on Microsoft Authenticator(MFA) setup and maintained the user authentication methods (adding, deleting)
- Working with the Dell team and Lenovo team for the Hardware issues
- Sending reports to the ServiceNow maintenance team for adding newly procured Mac and Windows laptops
- Providing accessories (Headphone, Keyboard, Mouse Docking station) to the users and maintaining the record of it
- Network Printer configuration and troubleshooting
- Desk setup for the new joiners and troubleshooting the External display issue or docking station issues
- Work profile setup in iPhone and Android mobiles, providing support for the access issues in mobile
Technical Associate
UbayInfotech Pvt. Ltd.
01.2022 - 05.2023
- Provided support for Hardware issues in the Mac laptop
- Mac laptop reimaging and performing software troubleshooting
- Image and build Mac and Windows laptops from the network
- Resetting iPhones and helping users configure the work profile in mobile
- Troubleshooting and fixing Crestron device issues in the conference room
- AV setup for All-Hands meetings
- LAN and Wi-Fi issue troubleshooting
- Access point troubleshooting and reporting to the network team
- Printer configurations and troubleshooting
- Providing desk side technical support
- Windows hardware and software troubleshooting
- Maintaining the record of the laptops that are sent to repair
Technical Associate
Haramayn Technologies Pvt. Ltd.
08.2019 - 12.2021
- Supported hardware issues and repairs for Mac systems, ensuring adherence to Apple repair protocols
- Installation of the MacOS (Sierra, High Sierra, Mojave)
- Windows OS installations and troubleshooting OS update issues
- Printer configuration and troubleshooting on Mac and Windows
- Assisted with AV setup and maintenance for conference rooms
- Providing Desk side technical support
- Worked closely with the repair team to fix emerging Mac-related issues
- Maintaining the record of the laptops sent to repair
Education
Bachelor of Science - Computer Science
Sir M Visvesvaraya Institute of Technology
Bangalore01.2019
Diploma - Computer Science
T.E.S Polytechnic Bangalore
Bangalore01.2014
SSLC -
B.V.N.H.S Bangalore
Bangalore01.2011
Skills
- Apple Mac and Windows Support
- Crestron device support
- Incident Management and Asset Management
- Hardware Diagnostics, Replacement and Upgrades
- Proficient in ServiceNow ticketing
- Password reset and sync using XCreds
- Azure Active Directory, One Identity Active Roles, SSO
- Microsoft Intune (MDM & MAM), Windows Autopilot
- User network certificate diagnostics
- SSPR password reset/account unlock
- Vendor management
- Multi-factor authentication (MFA) Admin
- Expert in JAMF and RSA management
- Skilled in utilizing Identity IQ
- Proficient in DFU mode MacOS setups
- File vault / BitLocker Management
- Microsoft Remote Desktop, Virtual Machines(VMs)
- Network Troubleshooting( LAN and WiFi)
- Technical support for software applications
- GlobalProtect VPN troubleshooting
- Data backup management(OneDrive)
- Disk Encryption and Decryption
- Expertise in MacOS and Windows OS 10 and 11, Windows Server 2019
- Security management using Spirion, VMware Carbon black, CrowdStrike
- Printer setup and support
- Proficient in remote troubleshooting
- Knowledge base documentation
- Desk setup for new joiners
Websites
Certification
- CCNA & CCNP Network Courses, Smile Infotech, Kr. Puram Bangalore, 2019
- ITIL Foundation Certificate in IT Service Management, GR671646086MB
- ITIL 4 Specialist IT Asset Management, GR436000171MB
Languages
English
Telugu
Hindi
Kannada
Tamil
Personal Information
- Father's Name: Balaraju
- Date of Birth: 07/28/96
Timeline
Senior IT Support Engineer
Athenahealth
07.2023 - 03.2025
Technical Associate
UbayInfotech Pvt. Ltd.
01.2022 - 05.2023
Technical Associate
Haramayn Technologies Pvt. Ltd.
08.2019 - 12.2021
Bachelor of Science - Computer Science
Sir M Visvesvaraya Institute of Technology
Diploma - Computer Science
T.E.S Polytechnic Bangalore
SSLC -
B.V.N.H.S Bangalore
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