Muneesh Kumar
Bangalore
Summary
Knowledgeable IT team member with background setting up, maintaining and repairing user stations. Works well independently on diverse support projects and kept impeccable records. Expert troubleshooter and critical thinker with great problem-solving abilities. Accomplished support professional delivering reliable information and communications technology assistance. Maintained robust, high-performing systems through ongoing monitoring and improvement implementation. Resolved issues quickly and accurately through focused troubleshooting. Productive employee with proven track record of successful project management and producing quality outcomes through leadership and team motivation. Works with clients to determine requirements and provide excellent service. Innovative individual offering diverse skills in scripting, testing and administration. Leverages planning, reporting and data analysis to build sustainable solutions. Critical thinker with clear communication style. Proactive technical support specialist with experience in high-pressure team environments. Adept at resolving time critical issues to restore core systems. Shares networking and server knowledge to establish stable operations. Seasoned Business Development Manager with a background in identifying and capitalizing on business opportunities. Demonstrated strengths include strategic planning, relationship building, negotiation, and sales growth. Notably impacted previous work through effective team leadership and implementation of innovative strategies for market expansion.
Overview
6
6
years of professional experience
1
1
Certification
Work History
MDM Support Admin
Outstrive Private Limited
01.2024 - Current
- Patch Management
• Managing all MAC device's with Latest macOS & Security update
• macOS Security update push to the MAC device's & Monitor through JAMF
• Testing Created Policy or Configuration Profiles in LAB machine before deploying to the User MAC device
• Make Sure all Mac Devices running in compliance as per company Security Policy
• Having knowledge to work on macOS Monterey, macOS Big Sur & other old macOS version
• Create & Manage Policy in JAMF as per requirement
• Report fetch through Extension Attributes
• Managing & Creating Smart Groups, Static Groups, Scope base on Market/Group
• Installing software, Updating software through JAMF
• Publishing the Applications in Self service
• Using ABM for User device Enrolment/Onboarding
• Deploying Softwares/macOS Security update through JAMF
• Work on JAMF Remote, Admin, Recon, Composer to build package
• Schedule Software update for Mac using JAMF
• JAMF server Upgrade/Maintain
• All type of software issue, Installation, Troubleshooting on iMac, iMac Pro, mini, MacBook Pro, Air
• File Vault Encryption and troubleshooting
• Enable/Disable MAC Firmware password
• Enable/Disable SIP
• Installed software such as works, Office for Mac, Adobe Photoshop, Xerox Printer drivers, and more on Apple Technologies as a member of the Setup Team
• Providing L3 Level support of MAC related issue to the L1 & L2 Team
• Re-Image of Mac/iMac by using User-initiated Enrolment
• Mac to Mac/Windows data transfer through Migration Assistant
• Managing Configuration Profile
• Microsoft Company Portal Registration & Troubleshooting by using Azure AD & Intune
• Basic knowledge of Bash Scripting - Extensive experience in facilitating successful POCs for Jamf Pro, Connect, and Protect across a diverse range of client environments.
- Spearheaded the complete Jamf Pro (including Connect and Protect) deployment for over 20 clients, from initial planning and onboarding to ongoing management and optimization
- Facilitating a Jumpstart Session for Clients on the Jamf Suite Expertise in deploying and managing macOS software updates using Jamf Pro, including Nudge, Superman, and Erase Install scripts Created and deployed CIS Level 2 benchmark profiles for 1,000+ macOS devices, resulting in a 20% reduction in security incidents Collaborated closely with stakeholders to gather software requirements and design deployment solutions aligned with enterprise standards
- Evaluated customer feedback and complaints in order to implement changes that would improve service quality.
- Implemented advanced monitoring processes to track real-time status of patches and software deployments, providing continuous improvement insights.
- Delivered detailed reports highlighting patch compliance, deployment success rates, and system vulnerabilities in macOS environments.
- Successfully documented, communicated, and shared advanced troubleshooting techniques as well as resolutions for known issues with both technical and non-technical stakeholders.
- Improved training programs for TTCs by implementing customized enrollment processes, configuring LAPS for password rotation of Local admin account and integrating various systems like Jamf Connect with Azure, Google, and Okta.
- Worked closely with teams from different departments including operations, finance, and IT to ensure successful project delivery.
Technical Support Manager
Brilyant Solution Pvt Ltd.
Bangalore
11.2021 - 12.2023
- Responsible for PAN India service operation management, approvals, and team training
- Led a group consisting of 22 members in their daily operations.
- Implemented strategies to enhance overall performance
- Optimized apple shipment tracking for efficient operations
- Contributed to the resolution of intricate technical repair problems.
- Resolved escalated customer issues promptly and effectively.
- Participated in budgeting activities by forecasting labor costs associated with providing technical support services.
- Collaborated with vendors in order to resolve complex technical problems quickly and efficiently.
- Ensured compliance with applicable laws, regulations, industry standards, company policies and procedures relating to technical support operations.
- Managed a team of technicians in providing timely resolution of customer inquiries.
- Worked closely with other departments such as sales, marketing, engineering, finance, and IT to improve customer experience.
- Assisted in developing training materials for customer service staff members.
- Established policies and procedures related to technical support operations.
- Monitored network performance, identified areas for improvement, and took corrective action as needed.
- Provided technical support to customers and managed the team of engineers responsible for resolving customer issues.
- Performed root cause analysis on recurring problems encountered by customers.
- Identified potential risks associated with implementing new technologies or introducing changes into existing systems.
- Developed, implemented, and monitored service level agreements with clients.
- Performed analysis of new technologies and trends in order to develop strategies for improving customer service operations.
Team Lead
Consolidated Premium Retailers
Bangalore
07.2018 - 11.2021
- Responsibility of handling in-house and walk-in customers
- Providing on call support to customers
- Assembling and troubleshooting hardware related problems
- Servicing of Apple products like iPod, Laptops, Wireless Network Device, Desktop and portables
- Installation of Mac client OS and Server OS in customer place
- Installation and configuration of Airport Express, Time capsule and Apple TV
- Data migration from Mac to Mac and PC to Mac
- Installation of windows using Boot camp application
- Parallel and VMware Fusion installation
- Configuring mail client in Windows and Macintosh OS
- Data transfer and mail conversion from Windows to Mac
- Solving general Software and Internet issues
- Break-Fix issues
- Safari functionality and issues on safari browser
- Network login issues/connectivity
- Wireless connectivity
- MS Office Application functionalities
- Basic knowledge on Teams, Sharepoint, Outlook and OneDrive
- Outlook issues (Send/Receive, Functionality, Reinstallation) Anti-virus application support
- Security and privacy issues
- Mac certificates and key chain issues
- Joining the Mac machines to Microsoft Domain.
- Using ABM for User device Enrolment/Onboarding
- Installing software, Updating software through JAMF
- Report fetch through Extension Attributes
- Publishing the Applications in Self service
- Schedule Software update for Mac using JAMF
- Work on JAMF Remote, Admin, Recon, Composer to build package
- Enable/Disable MAC Firmware password
- File Vault Encryption and troubleshooting
- All type of software issue, Installation, Troubleshooting on iMac, iMac Pro, mini, MacBook Pro, Air
- macOS Security update push to the MAC device's & Monitor through JAMF
- Testing Created Policy or Configuration Profiles in LAB machine before deploying to the User MAC device
Technical Support Executive/iOS/
Ltd
Bangalore
- Worked as a location in charge taking care about the operations and management of the location
- Building a strong relationship between the team members to achieve the stipulated targets
- Proficient in handling escalated calls and providing 3rd & 4Th Level Technical Support to end-users
- Motivating the Team members and achieving the goals within the TAT at all parameters As Certified Apple Support Engineer My role was to provide Support to all Apple Products both iOS & Mac Computers Demonstrated exceptional, consistent & comprehensive knowledge of Apple technology & applications Delivering Exceptional Support for Client and End User while maintaining a high degree of professionalism
- Demonstrated all the required knowledge to troubleshoot, install and manage all Mac Computers & iOS Products
- Raise the Ticket to the Concerned Dept
- Using Ticketing Tool and Timely Updates on the same.
Education
Certificate of Higher Education - Bachelor of Computer Application
Indian Virtual University for Peace and Education,
Bengaluru, KA2009
Skills
- Technical leadership
- Hardware diagnosis
- People Management
- Customer support needs assessment
- Customer service expert
- Desktop support
- Staff education and training
- Technical documents comprehension
- Hardware upgrades
- Troubleshooting proficiency
- Skilled in TCP/IP and WAN
- Software diagnosis
- Application support
- Knowledgeable in Mac systems
- Technical issues analysis
- Customer Service
- Project Management
- Training and Development
- Team Collaboration
Certification
• Apple Certified IOS Technician
• Apple Certified Macintosh Technician
• Apple Certified Service fundamentals
• Apple Mac Integration Basics certificate
• JAMF 100 Certification
• Pursuing Microsoft Azure course.
• Jamf Certified Associate
• Jamf Certified Associate - Jamf Protect
• Jamf Ambassador
• Jamf Security Consultant
Timeline
MDM Support Admin
Outstrive Private Limited
01.2024 - Current
Technical Support Manager
Brilyant Solution Pvt Ltd.
11.2021 - 12.2023
Team Lead
Consolidated Premium Retailers
07.2018 - 11.2021
Technical Support Executive/iOS/
Ltd
Certificate of Higher Education - Bachelor of Computer Application
Indian Virtual University for Peace and Education,
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