A skilled Technical Support Engineer with over 12 years of experience aiding clients in maintaining seamless operations. Possessing expertise in Windows, macOS systems, and network environments, I have been praised for swiftly and effectively resolving downtime issues and seamlessly integrating new hardware and components.
Hi, I’m
Akshara k
IT Support Engineer
Bangalore,Karnataka
Summary
Overview
12
years of professional experience
Work History
Progress Rail Innovations India Pvt Ltd
Engineer - IT support
02.2021 - Current
Job overview
- Supporting the global internal and external employees of Progress Rail over the phone, email
- Coordinating with other IT teams to test new applications and troubleshoot the problem tickets to resolve the issue
- Training and supporting the other team members in the helpdesk
- Handling Requests, Incidents and of End users using Service Now and THQ
- Password resetting and unlocking NT account, Mainframe, WCS, and other applications
- Working on Citrix director to clear the session, Monitor the session and troubleshoot Citrix receiver
- Providing L1, L2 troubleshooting for software and hardware related issues
- Creating new employee requests, setting up the accounts and granting required access
- Approving and installing the applications through configuration manager
- Installing and troubleshooting MS Office 365, Cisco VPN, WebEx other Cisco software's
- Sending alerts and notifications to end users about maintenance and upgrades
- Setting up and up and removing VOIP request through Cisco admin tool
- Deploying OS to new laptops / desktops and upgrading
- Setting up and troubleshooting Intune for users on their phone
- Installing and configuring Cisco IP communicator and Jabber
- Basic hands-on experience in using AD, Forcepoint, SCCM, Cisco Unified CM Administration.
Mouser Electronics India Pvt Ltd
Desktop technician
01.2020 - 05.2020
Job overview
- Worked for TTI helpdesk which is a parent company of Mouser Electronics, Inc
- Supporting the end users of TTI Inc
- Handling Requests and Incidents of End users using Service Now
- Password resetting and unlocking NT account, Mainframe, WCS, and other applications
- Providing L1 troubleshooting for software and hardware related issues
- Conducting research, basic analysis and follow standards to move, add, or change hardware or software
- Creating knowledge articles in service now
- Performing basic troubleshooting and problem solving
- Troubleshooting Network and VPSX printers
- Providing L1 Troubleshooting for Applications related issues
- Dispatching Incidents to respective team for required solution
- Monitoring mailbox and incident queue.
ATMECS Technologies India Pvt Ltd
Senior System Engineer
08.2019 - 12.2020
Job overview
- Supporting Enterprise customers of Idaptive and Centrify in US region
- Cloud migration from Azure to AWS for existing customers of Centrify
- Integrating AD with Idaptive cloud connector
- Troubleshooting and log analysis of the issue
- Implementing and monitoring large number of Android, IOS and widows device enrolment in Idaptive portal
- Implantation, Monitor and supporting IdaaS, IAM, MFA, SSO and IWA in Idaptive SaaS portal
- Used tools such as Fiddler and Wireshark to analyse the packet and network traffic
- Configuring users' identity using AD with Idaptive End point
- Documenting customers conversation using Salesforce
- Implementing test environment for customers to test the changes before deploying in Production.
VMware Software India Pvt Ltd
Technical Support Engineer
Job overview
- Supporting Airwatch Enterprise customer globally with MDM Technology
- Installing and Configuring Airwatch Components for On-Premise customers
- IIS Administration, Installation & Configuration of IIS, Creating new sites, Binding certificates
- IIS troubleshooting, verbose logging, replicate the issue and capture required web logs, app logs, and analysing the logs to find out the root cause and provide solutions to enterprise customers
- Documenting conversation using Zendesk ticketing tool
- Have hands on experience with all windows server editions
- Have hands on experience with WebEx, Zoom Meeting tools
- Running custom SQL queries in airwatch database, setting up database trace of SaaS customers, setting up trace using SQL profiler to find out the root cause
- MDM Enrolment & MDM Architecture flow
- Troubleshooting Airwatch related issues in Windows servers and Mobile devices
- Airwatch Cloud connector Integration & troubleshooting
- Providing Root Cause of the issue to the Enterprise customers
- Troubleshooting APNs & DEP issues
- Configuring Android For Work devices and securing them as per the need of customer
- Monitoring customers production environment after deploying and troubleshooting airwatch components
- Follows escalation procedures when appropriate to resolve errors in a timely manner
- Working with T3, DB, SaaS operation teams to isolate the issue and provide fix to the customer's issue
- Schedule calls with enterprise customers according to their time zone to discuss about the issue and troubleshoot further.
Tarang Software Technologies Pvt Ltd, BangaloreBangalore
Tech Support Executive
01.2016 - 01.2018
Job overview
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Diagnose and troubleshoot technical issues, including network connectivity problems, software installation, and hardware malfunctions.
- Install, configure, and maintain computer hardware, software, systems, networks, printers, and scanners.
- Respond to inquiries via phone, email, and in-person, and escalate unresolved issues to appropriate personnel.
- Collaborate with other IT team members to resolve complex technical issues and implement solutions.
- Document technical procedures, solutions, and configurations for future reference.
- Perform routine maintenance tasks, such as software updates, patches, and system backups.
- Provide technical training and guidance to end-users as needed.
- Stay current with emerging technologies and trends in the IT industry.
- Ensure data security and compliance with company policies and regulations.
- Coordinating with incident management team and application support team for all outages and hardware related issue
- Installation/Configuration of Windows Server 2008 and later version
- Active directory, Administrating & Managing OU, Users, Computer Objects and GPO's as per the client request
- Analysing and correcting network bottlenecks and performance issues in windows servers
- Monitoring alerts and responds accordingly to an array of system and application generated messages
- Managing print servers and print queues
- Decommission servers when clients not needed
- Creating INC, Change and Problem Ticket (BMC remedy & Service Now)
- Coordination for handing on-off technical issues to other technical teams for resolution
- Notification & escalation of IT related issues to senior management.
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Boosted team productivity by providing comprehensive training, mentorship, and performance evaluations.
Zen Power Technologies Pvt Ltd
Senior Tech Support Executive
09.2014 - 10.2015
Job overview
- Answering inbound calls from Nuvision & Tmax internal employees & customers
- Troubleshooting hardware and network related issues in computers
- Creating INC of all others queries and technical related incidents
- Providing Remote support
- Troubleshooting Network and VPSX printers
- Troubleshooting Applications related issues
- Dispatching Incidents to respective team for required solution
- Monitoring mailbox and incident queue.
Teleperformance India, Jaipur, Rajasthan
Technical Support Advisor
01.2013
Job overview
- Receiving inbound calls from customers
- Help customers about their technical quires, as well as troubleshooting the customers issues related to computers and networking
- Provide quality customer service on every call
- Communicate clearly and effectively with customers
- Satisfy the customers by providing wow solution for their issues related to windows
- Promote teamwork and BPO/ITES success
- Gathering information from all other team mates & uploading in teamplace.
Education
CV Raman University Bilaspur
BCA from Computer Science
2018
University Overview
NIOS Open School
12th from PCMB
2011
University Overview
JSS High School Suttur, Mysore
10th
2007
University Overview
Skills
System Troubleshooting
undefinedTimeline
Engineer - IT support
Progress Rail Innovations India Pvt Ltd
02.2021 - Current
Desktop technician
Mouser Electronics India Pvt Ltd
01.2020 - 05.2020
Senior System Engineer
ATMECS Technologies India Pvt Ltd
08.2019 - 12.2020
Tech Support Executive
Tarang Software Technologies Pvt Ltd, Bangalore
01.2016 - 01.2018
Senior Tech Support Executive
Zen Power Technologies Pvt Ltd
09.2014 - 10.2015
Technical Support Engineer
VMware Software India Pvt Ltd
Technical Support Advisor
Teleperformance India, Jaipur, Rajasthan
01.2013
CV Raman University
BCA from Computer Science
NIOS
12th from PCMB
JSS High School
10th
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