Summary
Overview
Work History
Education
Skills
Languages
Websites
Affiliations
Timeline
Generic
Subhash Kumar

Subhash Kumar

Delhi

Summary

Experienced L1 Technical Support Engineer with hands-on experience at Appzlogic. Skilled in using tools like Grafana, Opsgenie, and ArgoCD to monitor systems and fix issues quickly. Good at managing support requests through Jira, ensuring timely resolutions. Strong problem-solver who works well with developers to solve technical problems. Focused on improving system performance and providing great support to users.

Overview

1
1
year of professional experience

Work History

L1 Technical Support Engineer

Appzlogic
Noida
08.2024 - Current
  • Provided technical support to customers via phone, email, and chat.
  • On-Call & Email Support: Provide first-level support for users via email and phone. Resolve system and application issues quickly, and ensure problems are addressed within service response times (SLAs).
  • Infra Alert Monitoring (Opsgenie): Monitor infrastructure alerts using Opsgenie to detect and resolve system issues. Ensure minimal downtime, and support end-users quickly.
  • System Monitoring: Use tools like Grafana and Kafka to monitor system performance. Track CPU, memory, disk space, and network usage to ensure everything is working properly.
  • Alert Management: Investigate alerts related to system or application issues. If the issue is too complex, escalate it to higher support teams for quicker resolution.
  • Deployment Monitoring (ArgoCD): Track deployments using ArgoCD. Identify unhealthy pods (containers) and report issues to the development team for fast fixes.
  • Log Collection & Troubleshooting: Gather and analyze system logs to identify and fix issues. Share logs with developers to help solve problems quickly.
  • JIRA Ticketing: Create and manage support tickets in JIRA. Track the status of incidents and ensure tickets are resolved on time. Escalate to higher support teams as needed.
  • Collaboration with Development Team: Work closely with developers by providing logs and performance data to help fix application or system issues.
  • Resource Utilization Monitoring: Ensure efficient use of system resources, like memory, CPU, and storage. Address any resource usage issues as they arise.

Desktop Support Engineer

Quess crop Ltd.
Gurgaon
09.2023 - 03.2024
  • Remote Technical Assistance: Provide remote support to end-users regarding issues with computer systems, hardware, software, and network connectivity.
  • Incident & Service Request Management: Handle incidents and service requests using the ServiceNow ticketing tool. Track and resolve tickets efficiently, ensuring that service-level agreements (SLAs) are maintained.
  • System Security Compliance: Ensure that all devices comply with company security policies, including antivirus protection, software updates, and access controls to prevent malware and unauthorized access.
  • Software Updates & Patches: Manually upgrade Windows features and install the latest patches when automation tools fail. Use Nextlink and other remote tools to apply fixes and updates.
  • Intune Management:Use Microsoft Intune to monitor and verify the compliance status of user devices, applications, and system configurations.
    Check and track device compliance, application installation statuses, and update requirements for both user and device details.
    Download and install required applications on user devices through the company portal, ensuring users have the necessary software for their roles.
    Perform manual application installation and upgrades on user devices when automated processes fail.
  • Collaboration with Teams: Work closely with other teams (e.g., IT, network, and development teams) to resolve complex issues quickly and ensure seamless support for end-users.
  • Customer Service: Participate in customer service meetings to discuss ongoing issues, gather feedback, and ensure user satisfaction.
  • System Updates & Maintenance: Regularly update and patch systems to meet IT security standards. Ensure all software and applications are up to date with the latest upgrades and security fixes.

Education

Bachelor of Science - Statistics

T.M University
Bhagalpur, Bihar
08-2016

ISC -

D.N.Y College
Madhubani, Bihar
04-2012

Matriculation -

S.N.S.D.N.G High School
Madhubani,Bihar
04-2010

Skills

  • Grafana,
  • Kafka,
  • ArgoCD,
  • Opsgenie,
  • Windows OS
  • Hardware
  • Intune
  • Incident management
  • Printer and VPN
  • ServiceNow
  • office365
  • Jira
  • nexthink,logmein

Languages

English
First Language
Hindi
Advanced (C1)
C1

Websites

Affiliations

Gym Enthusiast: I enjoy regular gym workouts, focusing on strength, cardio, and flexibility. It helps me maintain a healthy lifestyle, build discipline, build discipline, and stay energized throughout the day.

Cricket Fan: I’m passionate about watching cricket, both domestic and international. It helps me appreciate teamwork, strategy, and focus, all of which I apply in my professional life.

Timeline

L1 Technical Support Engineer

Appzlogic
08.2024 - Current

Desktop Support Engineer

Quess crop Ltd.
09.2023 - 03.2024

Bachelor of Science - Statistics

T.M University

ISC -

D.N.Y College

Matriculation -

S.N.S.D.N.G High School

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Subhash Kumar