Sanjunatha B
Bengaluru,KA
Summary
Dynamic Technical Support Specialist with over 7 years of experience providing exceptional support for Mac and Windows environments. Proficient in troubleshooting complex hardware and software issues, managing desktop systems, and ensuring high-quality end-user support. Renowned for strong customer service, problem-solving abilities, and excellent communication skills, thriving in fast-paced IT settings. Committed to leveraging technical expertise to enhance user satisfaction and streamline operational efficiency.
Overview
7
7
years of professional experience
1
1
Certification
Work History
End User Computing Engineer
Dreamplug Technologies Pvt Ltd
04.2025 - Current
- Provided end-user IT support for desktops, laptops, and peripheral devices
- Managed ticketing and issue resolution for hardware, software, and access-related requests
- Installed, configured, and troubleshot macOS and Windows operating systems
- Supported employee onboarding and offboarding, including device provisioning and account setup/deactivation
- Delivered both remote and on-site technical support
- Administered Okta, including user lifecycle management, SSO configuration, and MFA troubleshooting
- Managed Google Workspace (GWS) administration, including mailbox provisioning, group management, policy enforcement, and access control
- Participated in formal internal design reviews for proposed products and system components
- Worked extensively with Jira, Atlassian tools, and Confluence for ticketing, documentation, and collaboration
- Trained and mentored junior engineers, providing guidance and direction.
Technical Support – Level 2 (Client: Intuit)
Team Computers Pvt Ltd
08.2021 - 04.2025
- Provided hardware and software support for 500+ employees across the organization.
- Maintained SLA and Turnaround Time (TAT) for all service requests.
- Diagnosed and resolved hardware and software issues to ensure minimal system downtime.
- Installed, configured, and maintained desktop and laptop hardware.
- Installed, updated, and supported software applications in line with business requirements.
- Documented hardware and software support activities using ticketing tools.
Technical Support Engineer
Brilliant IT Solution
10.2020 - 07.2021
- Provided technical support to internal and external clients for hardware and software issues.
- Configured hardware, devices, and software to set up and support employee workstations.
- Installed, upgraded, and tested hardware and software components to ensure optimal performance.
- Performed basic network troubleshooting to resolve connectivity issues.
- Maintained support documentation and managed asset inventory accurately.
Technical Support Executive
Ample Technologies Pvt Ltd
10.2018 - 09.2020
- Specialized in macOS and iOS troubleshooting, supporting MacBook Air, iMac, Mac mini, AirPods, and iOS devices.
- Diagnosed and resolved hardware and software issues through in-person and remote customer support.
- Created repair tickets and escalations in GSX, and replaced defective parts in compliance with Apple service standards.
- Performed iOS hardware and software repairs, ensuring accurate diagnosis and effective resolution.
- Handled customer escalations professionally with a strong focus on issue resolution.
- Managed high call volumes and responded promptly to customer technical support needs.
- Maintained a customer satisfaction (CSAT) score of over 95% through consistent, quality service.
- Awarded Best Employee for outstanding performance and customer service excellence.
Education
Bachelor of Commerce (B.Com) - Bachelor of Commerce (B.Com)
Govt. Ramnarayan Chellaram College
Bangalore, India11-2013
High School Diploma -
Bangalore North Education Society
Bangalore, India03-2010
Skills
- System Support: Windows & macOS installation, configuration, troubleshooting
- Hardware Support: Desktops, laptops, printers, peripherals
- Apple Ecosystem: iOS and Apple device configuration
- IT Operations: Ticketing systems, remote support, user onboarding/offboarding
- Networking & Assets: Network connectivity troubleshooting, inventory & asset management
- Administration: Okta admin, Google Workspace (GWS) admin
- System troubleshooting
- Hardware troubleshooting
Certification
🏆 Certifications & Training
- ⭐ Apple Certified Macintosh Technician (ACMT)
- ⭐ Apple Certified iOS Technician (ACIT)
- 🔐 Information Security Awareness Training
Languages
English
Hindi
Kannada
Timeline
End User Computing Engineer
Dreamplug Technologies Pvt Ltd
04.2025 - Current
Technical Support – Level 2 (Client: Intuit)
Team Computers Pvt Ltd
08.2021 - 04.2025
Technical Support Engineer
Brilliant IT Solution
10.2020 - 07.2021
Technical Support Executive
Ample Technologies Pvt Ltd
10.2018 - 09.2020
Bachelor of Commerce (B.Com) - Bachelor of Commerce (B.Com)
Govt. Ramnarayan Chellaram College
High School Diploma -
Bangalore North Education Society
Cricket,riding,gameing
- Passionate about cricket, with a strong interest in Test cricket; experienced all-rounder player.
- Nature enthusiast who enjoys exploring new places through riding.
- Enjoys casual gaming during leisure time, including PUBG, chess, and Candy Crush.