Experience

Smiota

• United States
• Consumer Services
• 1 - 100 Employee

• Technical Support Engineer

  • Jan 2023 - Present



CEX WEBUY ENTERTAINMENT PRIVATE LIMITED

• India
• 1 - 100 Employee

• Technical Support Engineer

  • Jan 2022 - Oct 2022

  Provided Technical Support and performed System Administration tasks to over 1000 plus stores worldwide, where each store contained 1 server, and 7 Tills (PC), 5 printers (Label and receipt and color printers), network switches, Router, Wi-Fi, Pfsense or Cisco Meraki box for firewall. Each Store server connected to regional central servers and the Regional central servers connecting to Main Central server all managed by AWS and StrongSwan for secured connection. · Worked on system admin tasks by onboarding new staff and add them to google workspace organizational unit as per the SOP. · Worked on Active directory as per the SOP and provide new staff access to internal applications. · Used Tools like Icinga to monitor the connectivity of all the servers, firewall and internet connection and accordingly troubleshoot. · Worked on server prepping, and troubleshooting. · Updating Windows and BIOS on servers. · Worked on AWS tool to monitor the Central servers and handle alerts. · Worked on Active directory to onboard or make changes to user accounts and updating groups of servers and PC. · For monitoring the store network infrastructure, used CISCO Meraki. · Configured Ethernet based printers. · Performed Printer troubleshooting. · Troubleshooting Internal applications Mepos, Epos, Dash, Backoffice, Frontoffice, Portal, CWCM, CexTools. · Worked on advanced Internet issues for store infrastructure and central infrastructure, and got on call with ISP for further assistance and coordinated to find resolution. · Troubleshooted Wifi issues at store infrastructure · Troubleshooted on firewall issues. · Troubleshooted PC and configured PC as per company SOP. · Worked on Ecommerce related issues. · Ticketing system used is Freshservice · Handled calls and emails. Show less



Sutherland Global Service Limited

• India
• Consumer Services
• 700 & Above Employee

• Sr. Associate Infrastructure

  • Sep 2020 - Dec 2021

  - Joined Electric project which provides IT solution to various small and medium sized organizations. - Handled system admin tasks such as Account creation/ deletion and troubleshooting of SaaS applications with chat conversations concurrency of 8-16 tickets at a time. - Worked on Active Directory, and network related issues. - Handed procurement request of devices, provisioning (installations, and setup of new devices) - Troubleshooted hardware issues and software issues on Mac and Windows, and effectively provided solutions. Have gone to extent of working with different support systems to provide solution to customer, making sure there is solution at the end. - Troubleshooted various Microsoft, Google Workspace issues with Effective and fluent communication - Was handling a queue of follow up tickets to effectively bring down volume, and to have agents available for handling new tickets. - Was guiding a team of 5 new hires with ticket handling and troubleshooting. Have a total of 3 years of experience in Technical troubleshooting, System Administration and as a support staff. Show less



Concentrix

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Technical Support Associate

  • Aug 2018 - Sep 2020

  · 2 years of experience with Concentrix. Handled Chat, Call and Email escalations. · Worked for Microsoft technical support, and worked on Network related issues with Outlook software. Troubleshooted with IMAP, POP and Microsoft accounts. Changing different Ports to analyse and fix the network issues with Outlook. Taking Back up of Outlook profile and Deleting Hkey (registry key) profile and launching software to fix issue. Incase issue persisted, performed network reset through command prompt to fix issues. · Troubleshooted software related issues with other Microsoft Office software, like Excel, Word, PowerPoint, Outlook. · Moved to Logitech Project (Pilot project) through internal movement · Worked and troubleshooted with Circle Console, a tool to monitor wireless connected security camera’s connection strength connection status and day brief status, using this information, troubleshooted Circle Camera. Tool is also used to Upgrade or Downgrade firmware of products. · Worked on Logitech Options software which has a feature called Flow (This allows user to interact and share information between 2-3 PC using keyboard and mice wireless). Troubleshoot to provide solution to Network configuration issues. · Part of NPI, Social Media Escalation. Part of New Product Introduction (NPI team), constant engagement with clients about the response and call outs regarding the new Launched product · Promoted as Intern SME (Subject Matter Expert) with 1st IJP rollout. · Been SME in respective projects. Handled Global accounts EMEA, AMR, and AP. Page 2 · Handled Multiple teams of 15 members with escalations, trained, mentored, and organised structure in collecting information and generating reports. · Performed RCA of tickets and generated reports for weekly meetings to discuss important call outs and action plan to bring down the errors. Show less