Sundar Kumar Email & Phone Number

Bangalore Urban, Karnataka, India

• Managing all IT Technical Support & Incident Management for the APAC region with three members in a team, being the lead and point of contact for all IT-related issues/Requests.• L2 IT End users Support, System Maintenance-Troubleshoot Hardware/Software/Applications issues/requests through the ticketing tool in the office or Remote Desktop Support tool. Ensuring the uptime of all employees, and clients.• Intermediate-level knowledge, two years’ experience on Microsoft Endpoint, AZURE, INTUNE, and JAMF.• Imaging MacBook through JAMF, Windows 10,11 Imaging through Windows Autopilot and Install Linux/Unix machine OS requests.• Provision AVD/VDI access to users' requests in Azure.• New Hire onboarding/Off-boarding of Employees.• Take ownership and commit to performing day-to-day deliverables with quick responses and resolutions to end-users with very little downtime. Prioritize the tasks based on the severity of issues /requests.• Responsible for acquiring New IT equipment from registered partners and keeping track of all IT assets, ensuring they are properly documented and accounted for in our internal asset tool.• Providing Input into process improvements to make the IT team more efficient. • Overseeing the entire lifecycle of IT assets, from procurement to disposal, maintenance, and upgrades.• Adherence to Audit standards, Business Acumen, Governance Risk and Control.• Handled Projects like Conversion of NOC rooms to Multiple-purpose rooms and relocation of Lab setup.• Basic Networking concepts like TCP/IP, DNS, DHCP, LAN/WAN• Audit Planning and Execution: Planning and conducting regular IT audits to assess compliance, security, and efficiency in IT asset management practices.• Troubleshoot AV-related stuff like Poly X50, Intel NUC, Barco, and Polycom Trio 8500 in meeting rooms. • Managing Printers.• Discuss unknown Issue Resolution and root Cause Analysis within the team members and then with other regions' L2 Teams or next-level respective teams.

Bengaluru, Karnataka, India

• Account End Users across North America, EMEA, and Asia-Pacific.• Issues/Requests primarily for windows users, secondary for MAC users.• Support user access to IT systems, including user onboarding and offboarding processes• Good Hands-on experience on Windows machines, Network troubleshooting, Linux, Mac operating systems, and applications such as Microsoft Office/Outlook products.• Ability to multi-task efficiently while working on multiple computer tasks, communicating with customers.• Experience in WDS, Imaging machines with SCCM which includes OS image creation, capturing & deploying.• Focus on quality with first-time fixes and low reopened tickets.• Resolution- reducing escalation of tickets to next level, issues like (Application related issues VPN, Wi-Fi, Outlook, Active directory Password reset, Account unlock). Google Workspace.• Administration of Active Directory User, Access Management Operations like groups management and user management. This included adding/removing users to groups for their access to various corporate resources, managing user passwords and end-user accounts.• Knowledge of SCCM, JAMF, and Microsoft Intune.• Quality Analysis -check the quality of the ticket life cycle generated by Team members.• Knowledge base and Advisory -Create Knowledgebase articles and share process change advisory.• Familiarity with networking (TCP/IP) and server equipment, operating systems (Windows 2012/2016/Linux), infrastructure application (DNS/SMTP/DHCP, etc.), storage systems, and IT infrastructure operations.• Ensures daily, weekly, and monthly statistics, status reports, Ability to understand trends in data and be able to transform them into meaningful reports.• Screening candidates-Technical rounds for exit team member replacement.• Assist users through remote tools like Bomgar, slack and Teams messenger helps for faster resolution.• Assist in hardware are inventory asset management and asset tracking using Lansweeper.

Bengaluru Area, India

• Experience in Cloud Application Support, Windows user desktop support, Basic Network support, Beginner in IT security, and Cyber security roles.• Provide 24/7 Level 2, Production support to JIO Cloud. Respond to operational/client incidents and address/correct issues found to resolve issues and/or restore services.• Troubleshoot and resolve complex product-level issues for the Reliance client.• Drive Root cause analysis and help arrive at permanent resolutions.• Follow continuous service improvement plan and input frequently occurring issues to the R&D, and QA team and work towards product stabilization.• Enhance the knowledge base by regularly documenting the known issues and resolutions.• work directly with the Product team, Operations team, Development, QA, and Infrastructure team to understand and resolve issues.• Experience with Unix command line.• Escalate issues to the L3 team on a need basis and coordinate for resolution.• Personal cloud support for multiple platforms (web, Android, IOS, and Windows & MAC).• Fetching the Backend server logs of the components required, Analyzing the Logs to find root causes regularly, and system health checks.• Create and Update incident management tickets in the JIRA (INTERNAL), HPSM (Customer) Ticketing tool application, and regular follow-ups till the closure is within SLA time bounds.•  Execute SQL queries for reporting and testing purposes.• Ensured that complex defects and problems were resolved through production releases and upgrades.• Identify bugs within the application, working with the Client and Development team on a code change and new fix in upcoming Releases.• Reduced redundancy of report requests from business users by creating daily, weekly, and monthly KPI reports using SQL Query.• Identifying and documenting current application/infrastructure architecture as well as enhancements to improve overall performance and client experience.

Bengaluru Area, India

Onsite Location Harman• Handled Application, Software & Hardware related issues using ticketing tools With SLA to resolve issues – Desktops, Notebooks, Peripherals.• Handling Escalated, High priority, L2 issues also supporting for Desktop and Laptop L2 issues.• Handling issues with domain user accounts and performing activities in Active Directory of windows server 2012 and MS Exchange Management console Tools like creation, editing login ID & email ID, password resetting, adding users in to distribute, and security groups.• providing access for like MS Lync server 2013, WIFI networks, and domain networks.• Troubleshooting and maintaining SCCM, VPN Issues.• Installation of Visual Studio, SQL Servers.• Logging vendor Tickets on a priority basis of critical Issues using Ticket Tool.• Handling and supporting through a Monitoring ticketing tool like ST.

Bengaluru Area, India

• End User support to 300+ users and 50+ Critical / Senior users• Handled Hardware, Software, and Network & Application related issues using ticketing tool With SLA to resolve issues – Desktops, Notebooks and Peripherals.• Provide update patches for operating systems and update system configuration to improve efficiency• Coordinate with the warehousing department and place orders for hardware and other equipment