Manoj Kumar P
Bangalore
Summary
Dynamic Senior IT Support Specialist Lead at Akamai Technologies with a proven track record in team leadership and customer satisfaction. Expert in Windows and Mac troubleshooting, driving process improvements, and enhancing service delivery. Adept at managing vendor relationships and fostering a collaborative environment to exceed support expectations.
Overview
12
12
years of professional experience
Work History
Senior IT Support Specialist Lead
Akamai Technologies
Bangalore
04.2014 - Current
- Managing a team of IT Support Specialists, empowering them to do their best work and deliver exceptional customer support experiences that consistently exceed expectations.
- Oversee support channel staffing to ensure that the Solution Center maintains 24/5 service availability.
- Advised on continuous improvement initiatives for the team, leading specific projects to enhance service delivery.
- Act as advisor in Service Transitions - may have to represent team and provide technical and process inputs.
- Collaborate with our key stakeholders to ensure the Solution Center and the customers' interests are upheld.
- Conduct regular team meetings, 1:1s, performance reviews, and training sessions.
- Coordinate with senior specialists and other IT functions when higher-level support is required.
- Monitored customer satisfaction metrics, ensuring timely and effective resolutions to user issues, contributing to improved service ratings.
- Handle sensitive or escalated customer concerns professionally and effectively.
- Evaluated ticket trends and root causes, proposing targeted improvements and preventive measures to reduce recurring issues.
- Develop and refine documentation, knowledge base articles, and standard operating procedures.
- Drive process automation and efficiency initiatives.
- Support IT projects, technology rollouts, and global initiatives as a key representative of the team.
- Have strong experience supporting VM/Windows/macOS/Linux operating systems and packages.
- Worked on Windows: Active Directory, DNS, DHCP, & Networking LAN, WAN, WIFI issue, service now tool, BMC Remedyforce.
- Manage Helpdesk Administration Remedy force Helpdesk ticket queue, ACD phone system, and walk-ups providing world-class tier 1 support.
- Asset Management & Vendor Management, work closely with Apple, Lenovo, and dell vendors.
- Work and resolve cases in prompt time ensuring corporate SLAs are met.
- Collaborated with tier 2 and tier 3 support levels, escalating tickets to appropriate teams.
- Worked on DUO tokens and two-factor authentications and create VMs from vSphere client and Rap devices.
- Worked on MDM agent adding Mac, Windows, and mobile phones.
- Worked on KACE & ASX for inventory Management.
- Managed termination procedures for Akamai India Site to maintain compliance and efficiency.
- Run Weekly reports to gain insight into open cases, closed cases, customer trends, and ongoing concerns and provide them.
Technical Service Desk - L2
HP Inc
- Working as an L2 Desk side support on Win XP, Win 7, MAC, fedora Operating system, and Network.
- Troubleshot hardware issues on Windows and Mac systems to maintain operational efficiency.
- Configuring Wi-Fi issues in windows and Mac laptops.
- Configuring email client in windows, mac, And iPhone.
- Resetting Password for McAfee encrypted Laptops.
- Troubleshooting printers and Creating USB boot media.
- Created and deleted user accounts in Active Directory.
- Arranging training and loaner Laptops to the users.
- Managed store audits and submitted reports to ensure compliance.
Education
Bachelor of Computer Applications -
Skills
- Windows Installation
- VM 10 Installation
- Mac Installation
- Linux VM Installation
- DNS
- DHCP
- Networking Concept
- TCP/IP Protocols
- MS Excel
- MS Word
- MS PowerPoint
- Wi-Fi Configuration
- Wi-Fi Troubleshooting
- Remote Support
- Troubleshooting
- VPN Clients
- Vendor Management
- Asset Management
- Troubleshooting Mac Hardware
- Troubleshooting Windows
- Asset management
- Customer relationship management
- Team leadership
- Systems administration
- Training development
- IT asset management
- Hardware installation
- Help desk support
- Hardware troubleshooting
- Hardware upgrades
- Mobile device management
- Problem resolution
Accomplishments
- Have been awarded the Most Valuable Player (MVP Award) for Q2 2020.
- Have been nominated as a star performer for the year 2021.
- Have been the key player in shifting the IT setup from the old office space to the new Akamai office in 2019.
Timeline
Senior IT Support Specialist Lead
Akamai Technologies
04.2014 - Current
Technical Service Desk - L2
HP Inc