Support Engineer
Current• 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.
