Akash Kumar Email & Phone Number

Working as a technical support Engineer L2 and providing support to International & Domestic end users. Like … California, menchaster, las vagas, new york, Hollywood. Mishigan, Hyderabad, Bangalore… * Engaged in administrative tasks on Office 365 such as Creating user accounts, modifying user’s email accounts and Creating a Distribution list.* Providing different access like VPN, Shared folder and network drive access on Active Directory .* Research and identify solutions to software and hardware issues. * Assist users to setup Multi Factor Authentication like Duo Mobile and OKTA.* Installing and configuring computer software, systems, network, printers and scanners by taking remote session of customer's computer on MS Teams, Team Viewer, Anydesk and Bomgar remote tool. * Managing Active Directory for user creation & deletion, OU creation, Group Policy Implementation, License Assignment, Security Group access, Account unlock, Password reset etc. Working on MS Azure on Admin Level Access for user prospective.* VPN setup and troubleshooting. * Guide users with simple, step-by-step instructions.* Experience on ticketing tools like Remedy BMC, Service now, Symphony, Everest etc.* Set up Laptop & Computers for new and existing users. * Call logging to vendors regarding ISPs issue, Laptop and Desktop hardware issues.* Follow Change Control based on process guideline (ITIL). Configure DNS server and create zones. • Responsible for DHCP configuration and troubleshooting. • Creation and configuration of KFC menus on Cognizant Orderserve Tools,Aloha NCR application. • Creation of new stores and users • Managed and Monitored pan India KFC's orders. • Managed activities like all store’s menus pull, operation timing, New products launch etc. • Managed e-commerce business for all KFC India.• Coordinated with Aggregators (Swiggy & Zomato) for new stores onboarding.• Responsible for exclusion and inclusion of all the products according to Marketing team.• Install and configure software and hardware.• Kiosk issue and all troubleshooting.• Troubleshoot issues related to e-commerce, applications as well as POS , KDS , Presenter , DMB machines issue.• Upgrade systems with new releases and models.• Taking ownership of customer issues reported and seeing.• Taking care of unresolved and escalated cases which is transfer from Level 1 engineers.• Provide prompt and accurate feedback to customers.• Ensure all issues are properly logged.• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.