⦁ Responsible for assessing, investigating and resolving the technical issues in a timely manner using ticketing and live conversations medium of communication.⦁ Analyzing the technical aspect of the blockchain transactions and events on the chain while providing and setting expectations with customers of the MetaMask product.⦁ Working within the SaaS ecosystem of Ethereum and the surrounding blockchain ecosystems to identify technical issues concerning affecting bugs to MetaMask wallet technology.⦁ Agile model awareness and limited involvement into the system and UI testing stages of the SDLC as L2 intermediate during reproduction of issues⦁ JIRA and Confluence, documentation of the function issues and bugs, test use cases as a team effort⦁ Engage within the visibility of GitHub issues raised with MetaMask product and provide accordingly the appropriate customer expectations.⦁ Engage in the technical support team roles for security use cases and aid in prompt technical MetaMask customer support responses.⦁ Ensure team adherence to necessary quality standards, organizational SLAs and KPIs.Streamlined interactions between first and second lines of support. ⦁ Engagement in learning of products and services through the SDLC, as well as the latest developments in the Ethereum ecosystem.

⦁ Provide technical support to Ascom employees around the globe using the Confluence and JIRA ticketing system⦁ Mainly provide highly technical solutions in computer, mobile, networking and software along with other technology services⦁ Attend ICT change request meetings to understand the technical projects and the technicalimplications⦁ Attend ICT management meetings to convey and communicate service desk operations tasks in the support queue for team members⦁ Observe service desk operation techniques and implement new techniques to improve effectiveness⦁ Delegate specific service desk responsibilities to team members to meet the ICT policies changes⦁ Team lead projects involving migrations such as Exchange On-premise to Exchange Online, Office 365 application rollout andWindows Upgrades⦁ Absorbing the escalation incidents from service desk and prioritizing and assigning issues to the appropriate internal teams⦁ Track, assess and communicate customer satisfaction for the Service Desk and ICT support incidents to ICT management⦁ Report to ICT management metrics and KPI's for various project

⦁ Support the IAM product from a Tier II and Tier III technical standpoint⦁ Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the Okta service.⦁ Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution. ⦁ Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience. ⦁ Serve as internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible.⦁ Collect information and document bugs with Engineering for product issues that are impacting customers. ⦁ Provide feedback to the training and documentation organization so that common or emerging issues can be addressed before they become serious or widespread. ⦁ Build process or troubleshooting documentation in the support knowledge base. Deliver against customer experience and efficiency targets.⦁ Push creative thinking to come up with process improvements and new ways to delight customers.⦁ Supporting Identity Access Management solutions. Experience supporting LDAP, SSO, SAML, or WS Federation, OAuth and OpenID Connect.⦁ Support cloud applications such as Office 365, Google Apps, Salesforce, Workday, NetSuite, Box, AWS, Github etc.⦁ Support n-tier web applications. MCSE with concentration in Active Directory 2008 R2 or higher including Microsoft Azure ADConnect and Identity Management (MIM). ⦁ Linux administration on CentOS, REHL and Ubuntu with BShell scripting⦁ Utilizee REST APIs for application interaction, with XML and JSON and PowerShell to extract AD information

⦁ Deployed servers hardware and configured services in datacenter⦁ Installed new software releases, upgrades, and patches for servers regularly⦁ Maintained system performance by performing system monitoring analysis, performance tuning, troubleshooting system hardware, software, networks⦁ Performed the network operations for setting up new internal employees⦁ Implementation and daily administration and maintenance of VMWare and Hyper-V infrastructure⦁ Clustering, replication, high availability, multipathing and backup/restore operations with focus on network storage appliances well as virtualization⦁ Managed, administered and maintained the NetApp technology-based SAN storage infrastructure⦁ Managed the LAN client base using SCCM on consistent contract basis⦁ Administered in Forefront Identity Manager (FIM)⦁ Worked with the networking protocols VPN, SSH, DNS, IP, etc.⦁ Installed, administered and maintained the wireless network infrastructure Installed, configured and administered Microsoft Exchange email infrastructure ⦁ Administered VOIP telephony LAN infrastructure consisting of VOIP and Blackbery BES technology Linux administration to servers running different distributions⦁ Troubleshooted and performed network service and server uptime support⦁ Collaborated with IT and operational staff to ensure service integrity, security, and ongoing performance⦁ Scheduled, coordinated, and deployed server updates and preventive maintenance with limited downtime⦁ Responsibility for documenting systems in the network infrastructure

⦁ Implemented, administered and maintained hardware and network solutions for small to medium business clients⦁ Provided IT support for hardware and software on daily basis⦁ Implemented, administered and maintained email infrastructures based on Microsoft Exchange⦁ Audited client infrastructure for technical hardware and software best practice on contract basis⦁ Deployed desktops and laptops to clients on regular basis⦁ Performed all network operations integrating new employees on a daily basis⦁ Scheduled, coordinated, and deployed server updates and preventive maintenance with limited downtime⦁ Provided backup solutions based on business needs and legal requirements⦁ Administered recovery and audited backups on regular basis⦁ Managed the LAN client base using SCCM on daily basis⦁ Making use of the TCP/IP and OSI model to determine appropriate issue handling⦁ Implemented, administered and maintained virtual infrastructures based on VMware and Hyper-V⦁ Provided and educated all technical training and documentation for operating the implemented infrastructure or deployment.