Akash Kumar Email & Phone Number

Chantilly, Virginia, United States

• Proficient in desktop operating systems, with extensive experience in both Windows and Mac environments.• Adept at providing top-notch client support by efficiently handling inbound phone calls from the call center, resolving end-user issues effectively.• Demonstrated exceptional ownership by ensuring timely resolution of all incident tickets, consistently meeting SLAs, maintaining a high level of customer satisfaction, and achieving performance targets.• Proficient in fundamental domain functionality, including Active Directory functionalities, Group Policy, DNS, and DHCP, ensuring seamless network operations.• Collaborated effectively with various IT groups, effectively communicating, and determining appropriate remediation strategies for complex issues.• Familiar with basic virtualization administration and architecture principles, such as rebooting virtual machines, resource allocation, and hypervisor maintenance.• Exhibited adaptability and a proactive approach to handle additional responsibilities as assigned, contributing to a well-rounded support role within the Firm.• Proven track record of maintaining standards and documentation, ensuring accurate and up-to-date records as technologies evolve.• Skilled in troubleshooting Remote Desktop Services and VPN, ensuring secure remote access for users.• Experienced in email administration, with expertise in user management, including configuring new accounts, password resets, and troubleshooting login, profile, and permission issues.• Skilled in Office365 Administration, including Exchange, OneDrive, SharePoint, and Teams, ensuring seamless collaboration and productivity.• Knowledgeable in backup solutions, providing data security and disaster recovery measures.• Possess a basic understanding of core network components, contributing to network stability and reliability.

Rockville, Maryland, United States

• Proficiently provided end-user support services, swiftly troubleshooting, and resolving issues via phone and remote desktop connection.• Demonstrated exceptional ownership by ensuring timely resolution of all incident tickets and change orders, maintaining a high level of customer satisfaction.• Collaborated effectively with various IT groups, effectively communicating, and determining appropriate remediation strategies for complex issues.• Meticulously set up and conducted quality assurance testing for new hardware and software implementations, ensuring seamless integration for existing and new end-users.• Exhibited adaptability and a proactive approach to handle additional responsibilities as assigned, contributing to a well-rounded support role within the Firm.• Maintain detailed documentation to demonstrate compliance with regulations and internal policies and procedures.• Monitors social media and performs open-source research and vetting• Proactively search for and identify anomalous user behavior• Conduct deeper analysis into reported security incidents• Understand and follow established data protection incident response playbooks• Identify opportunities to improve existing monitoring and response processes• Support the development and testing of new data protection technologies and tools• Assist in user onboarding and offboarding processes, including the provisioning and decommissioning of user accounts and access rights.• Stay up to date with the latest technologies, industry trends, and best practices to continuously enhance technical knowledge and skills.• Provide training and guidance to end-users on basic technical concepts and self-help tools to minimize recurring issues

Bachelor'S Degree, Computer Networking And Cybersecurity

Associate Of Applied Science: Cyber Security