• As an IT System Analyst, have hands-on experience in working & supporting with multiple environments such as Google Cloud, Microsoft Azure and Amazon web services.• Successfully managed the Microsoft stack such as Office 365, AD, DNS, DHCP, SCCM, InTune, Exchange server.• Handled support tickets to help 300+ Google/Mandiant users on a daily basis and collaborated with stakeholders to resolve the issues by researching, analyzing and escalating through tools like ServiceNow, JIRA, GUTS.• Performing tasks such as creating group policies, managing IAM, user accounts, user attributes both On-Prem and Cloud Active directory solutions.• Utilizing a set of remote management tools like JAMF, InTune, SCCM, and the FireEye Endpoint Agent, efficiently conducted the deployment and upkeep of software applications. This encompassed the implementation of patches, the enforcement of security policies for system updates, and thorough management of both hardware and software inventory.• Leveraged robust diagnostic skills to troubleshoot hardware and software issues on MacOS, Windows, and ChromeOS platforms. Prioritized the timely escalation of complex problems to higher-tier support and facilitated effective resolutions utilizing monitoring /alerting tools, including InTune, Prometheus, and Grafana.• As an authentication administrator for DUO, OKTA, Managed Defense, SecureFile enabled multi-factor authentication for users to access accounts, profiles & tools within Google/Mandiant.• Making use of VMWare was able to resolve challenges on licensing, provisioning, configuring & troubleshooting the working environments.• Played a pivotal role in developing comprehensive technical support documentation, encompassing FAQs, troubleshooting guides, and knowledge-based articles.• Proficiently analyzed SLA reports, pinpointing root causes of any service level agreement misses and identifying optimal practices for reconciliation.

Collaborated closely with the product development team to convey client feedback and propose technical enhancements for software improvements.Played a pivotal role in developing comprehensive technical support documentation, encompassing FAQs, troubleshooting guides, and knowledge-based articles.Utilized strong diagnostic and troubleshooting skills to address hardware and software issues, with a focus on timely escalation of complex problems to higher-tier support and effective resolution of escalated issues through stakeholder collaboration.Maintained meticulous records of support interactions and resolutions within the company's CRM system, with a keen eye for identifying high-impact tickets and prioritizing them accordingly.Proficiently analyzed SLA reports, pinpointing root causes of any service level agreement misses and identifying optimal practices for reconciliation.Conducted a comprehensive evaluation of the customer journey, identifying its technical support requirements, and offering consultative guidance to clients in resolving technical challenges.Produced management reports showcasing a 20% reduction in MTTR, 95% FCR, and 95% SLA compliance while overseeing hardware deployment in India. Drove a 20% improvement in the overall speed of resolving incidents.Facilitated knowledge sharing, reducing incident resolution time by 25% and fostering a culture of continuous improvement.Cultivated a collaborative culture, resulting in 40% faster project delivery and stronger cross-departmental partnerships.

Incident management for clients like DXC, Campbell, Genon, Textron, Circle K and NHS/DHLService Delivery & Service AssuranceEngaging clients and dependent teams to get the incident resolved.Utilized Major Incident Classification methodologies to prioritize and resolve VAR room incidents, leading to a 50% reduction indowntime and increased stakeholder satisfaction.Managing shared mailboxes for the teamKey resource of Team, managed both Client and Organizational level activities in parallel on,Incident Management (P1, P2 tickets and closures)Problem Management (includes RCA, War rooms)Knowledge Management (Preparation of Artefacts, Knowledge sharing)Change Management (Creation of Change Tickets and implementation)Reporting & monitoring incidents, mentoring direct reportees.

L2 Product Specialist for APAC Apple Users using Laptop, Desktop, Mac, iPhone, iPad etc.Orchestrated vendor collaborations, resulting in the successful deployment of IT solutions, improving efficiency.Taking ownership of cases that has been escalated.Troubleshoot and resolve application Issues on MAC computers, iOS and other apple devices.Help customers with uninstalling and reinstalling Mac OS XHelping customers’ setup Time Machine and backing upSetting up customers Home Network with Time capsule, Extreme, Express and Apple TVContacting vendors and technicians for SLA.Systematize with R&D team.