Vipin Kumar
Gurgaon
Summary
Technical Support Representative dedicated to maximizing product impact and usability through friendly customer assistance. Proven track record of promptly addressing inquiries and effectively resolving issues. Committed to enhancing user satisfaction and fostering repeat patronage for all supported products.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Support Specialist APAC Reason
Udemy India LLP
Gurgaon
11.2021 - Current
- Automation of Onboarding and Offboarding.
- Worked with HR, and Legal to streamline the contractor onboarding process.
- Handling all agent and contractor onboarding/offboarding and support.
- Managing Service Desk team in India.
- Managed and provided support for JAMF, Azure AD, Intune, OKTA, and VDI systems.
- Interacting directly with department heads to identify the needs.
- Working on macOS, Windows, iOS, and SaaS services and tools.
- Collaborated with external clients to develop and execute intricate solutions and tackle challenging technical/process issues.
- Streamlined the procedures for account provisioning and deprovisioning.
- Add, change, and delete access via access management tools.
- Collaborate on the team, department, and company-wide IT-owned initiatives.
- Creating documents on Confluence for IT support knowledge base.
- Managing Google Server, Okta Server, 2FA Admin, Adobe Admin, Azure Admin, Microsoft Admin, and Apple Admin.
- Managing Vendors across APAC region remotely.
- Collaboratively working with the leads based in Dublin and the US.
- Ensured smooth operation of critical platforms such as Okta, Google Workspace, Slack, Salesforce, Atlassian, and Zendesk.
- Meeting Room management using Zoom Admin.
Senior Analyst (Technology Support)
Deloitte India Pvt Ltd. (USI)
Gurgaon
04.2020 - 11.2021
- In-person technical support and remote support.
- Handling all VIP users across the globe remotely, Gurgaon onsite support to all Deloitte VIP and Normal users.
- Handling a team of 5 analysts for smooth operations.
- Handling escalation and helping analysts for all technical issues.
- Using ServiceNow ticketing tool to manage a large flow of tickets.
- Supporting virtually all users in the Covid situation with the concept of Zoom virtual walk-up.
- Provided Tier 1 support to end users for a variety of applications including EMS TAX, Badge IT, SAP 7.5, Cisco Jabber, WebEx, Teams and Go to Assist.
- Central Mac deployment by using JMAF server.
- Using AirWatch to manage mobile device management.
- Working on below technologies L1+L2 Level – Microsoft Office 365, Cisco Jabber, SAP, Service Now
- Working with the following vendors for hardware-related support: Dell, Apple, HP, and Cisco.
- Taking care of wellbeing activities of Team.
- Creating a knowledge base with all day-to-day related support.
IT Support Specialist
Nfinity India Pvt. Ltd. (Deputed at Airbnb India Pvt. Ltd.)
Gurgaon
11.2017 - 04.2020
- In-person technical support and remote support.
- Managed incidents and problems, troubleshooted assigned tickets, resolved issues within SLA utilizing Tool Jira at Airbnb worldwide
- Handling L2 - L3 tickets related to Mac OS X, Google DUO Server, DUO 2FA, Adobe Admin, VPN, WebEx, Box.
- Mobile Device and Computers and user Management with AirWatch and Teem.
- Managed SSO administration using OneLogin and adminibar server.
- Identified, composed, and pushed up-to-date security patches, updates, software packages, and security policies through AirWatch to over 700 iPads worldwide.
- Managed various customer care applications, including CCPAM for onboarding and offboarding employees, Zendesk, Genesys, and AWS Gandalf.
- Performed global asset management using specialized tool – Oomnitza.
- Creating documents on Confluence for IT support knowledge base.
Senior VIP Technical Support Engineer
Wipro India Pvt Ltd (Deputed at Nestle India Pvt Ltd)
Gurgaon
03.2016 - 11.2017
- In-person technical support and remote support.
- Handling all VIP calls and providing all technical solutions to them within SLA, also handling Normal user calls on L2 level.
- SPOC for EPABX telephonic system at Nestle India Ltd, and all the telephonic troubleshooting at Head Office and Factories. Supporting as L2 Layer.
- Monitored and troubleshooted printers at Location, factories, and HO using WJA Tool.
- Providing dedicated VC/TP support in the South Asia region of Nestle.
- Managed re-imaging and system deployment using SCCM, Software Centre, and Configuration Manager. Troubleshot VPN configurations for Pulse Secure, Zscaler, and FortiClient. Configured and troubleshot MacBooks for VIPs.
- Identify and install the most up-to-date Mac OS X security patches and firmware available.
- Install and configure needed software and utilities for Mac users, Mac hardware troubleshooting, and upgrades.
- Troubleshooting user profile and login issues with the domain and Active Directory.
- Printer, scanner installation, configuration, and troubleshooting.
System Engineer and VIP Support Engineer
3i InfoTech Pvt Ltd (Deputed at Airtel India Pvt Ltd)
Gurgaon
11.2014 - 02.2016
- In-person technical support and remote support.
- Responsible for diagnosing, upgrading, testing, and repairing Apple Computer Systems and Mobile Devices following Apple Computer Repair Procedures.
- Handling all VIP calls and providing all technical solutions to them within SLA.
- Working as an L2 Engineer and handling 3 VIP support engineers for day-to-day operations.
- Diagnosed and repaired hardware issues, built new workstations, troubleshooted technical issues, and installed software upgrades.
- Handling VC/TP support for Airtel global business using LifeSize devices.
- Handling ticketing tools like IBM Endpoint Manager and ServiceNow.
- Helping users on major Email tools - Apple Mails, Outlook for Windows, Outlook for Mac 2011/2016.
- Taking backup of Mac laptops on Time Machine and restoring as per requirement.
Desktop Support Engineer
Network Bulls India Pvt Ltd
Gurgaon
08.2012 - 05.2013
- Analyzed, logged, and tracked complex software and hardware issues in networking, connectivity, printers, and applications to fulfill business requirements.
- Coordinated hardware and software upgrades in alignment with company policy.
- Assisted with workstation and networking hardware installation and maintenance, along with supporting hardware.
- Provided occasional off-hours and remote support.
Education
B.Tech. - Information Technology
MDU
Rohtak08-2012
Skills
- Okta Admin
- Azure,Intune Admin
- Google Server
- Salesforce Admin
- MDM
- Apple DEP
- Teem
- EPBAX Alcatel Server
- HP Service Manager
- WebEx Admin
- Zoom Admin
- Skype for Business
- Box Admin
- Slack Admin
- Google DUO 2FA
- Active Directory
- LDAP directory
- MAC OS
- IT service management
- IOS
- Hardware troubleshooting
- Hardware Upgrade
- Accessories
Certification
- Pursuing ITIL 4
- Apple Certified Macintosh Technician (Maverick OS X), Apple, 2018
- Apple Product Professional, Apple, 2013
- Apple Product Professional, Apple, 2014
- Apple Product Professional, Apple, 2015
- Server Administration (MCITP Server 2008), Network Bulls, 2012
- Cisco Certified Network Associate (CCNA), Cisco, 2012
Languages
Hindi
First Language
English
Advanced (C1)
C1
Hobbies and Interests
- Following latest technology trends
- Computer Hardware enthusiast
- Love road trips /hiking on mountains
- Love to spend time with Pets
Personal Information
- Date of Birth: 11/09/91
- Gender: Male
- Marital Status: Married
Disclaimer
I hereby declare that all the above information given is true to the best of my knowledge and belief.
Timeline
IT Support Specialist APAC Reason
Udemy India LLP
11.2021 - Current
Senior Analyst (Technology Support)
Deloitte India Pvt Ltd. (USI)
04.2020 - 11.2021
IT Support Specialist
Nfinity India Pvt. Ltd. (Deputed at Airbnb India Pvt. Ltd.)
11.2017 - 04.2020
Senior VIP Technical Support Engineer
Wipro India Pvt Ltd (Deputed at Nestle India Pvt Ltd)
03.2016 - 11.2017
System Engineer and VIP Support Engineer
3i InfoTech Pvt Ltd (Deputed at Airtel India Pvt Ltd)
11.2014 - 02.2016
Desktop Support Engineer
Network Bulls India Pvt Ltd
08.2012 - 05.2013
B.Tech. - Information Technology
MDU
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