Apr 2024 – Sep 2025 · 1 yr 5 mos · Bengaluru, Karnataka, India · On-site

• Designs, authors, tests, documents, and debugs application packages according to customer standards, policies, and procedures.
• Designs and packages simple, medium, and complex application packages (MSI, App-V, MSIX, ThinApp).
• Drives and leads quality and functionality assurance checks of developed applications. Assists other packaging engineers with complex problems, following standard practices and procedures.
• Participates in infrastructure migration project activities, managing work tasks with limited input from senior engineers.
• Analyzes the technical feasibility of customer-specific adaptations together with a team of technical experts.
• Possesses working knowledge of L2, L3, and L4 systems and related integrations. Manages and executes endpoint management tasks in Intune and Tanium environments as directed by management.
• Assists with support for Microsoft on-prem servers and M365 services (SharePoint, Teams, OneDrive, Office products).
• Identifies and mitigates open vulnerabilities as identified by internal tools across various platforms (Windows, Linux, Mac OS, etc.). Builds packages to deliver and patch various productivity, development, and other software applications installed on end-user laptops.
• Reviews and analyzes situations, data, and procedures to propose the most efficient solutions.
• Streamlines automation processes to improve productivity and reduce manual intervention.

Sep 2023 – Mar 2024 · 6 mos · Hyderabad, Telangana, India · Remote

• Responsible for responding to customer requests and providing timely solutions.
• Support end-user devices/peripherals, including computer hardware, operating systems, communications, software applications, data processing, and security.
• Handle IT break-fix requests from customers across multiple entry points, providing issue resolution or escalating to the appropriate team.
• Serve as the first line help desk; resolve basic level 1 and some level 2 issues, including remotely troubleshooting hardware and software issues (Windows, Mac OS, Apple, Google for Work, Android Phone Support, MDM, AirWatch, etc.).
• Configure new system setups and perform data migration to ensure seamless transitions for end-users.
• Exposure to retail industry devices such as Point-of-Sale devices, Zebra devices, switches, routers, printers, and other store equipment devices.
• Perform post-resolution follow-ups to ensure customer satisfaction and incident closure.
• Research issues and resolve technical problems efficiently.
• Create and update knowledge articles and support process functions to enhance team efficiency.

Dec 2022 – Aug 2023 · 8 mos · Gandhinagar, Gujarat, India

• Dedicated to providing exceptional technical support to clients and end-users.
• Strong background in troubleshooting, problem-solving, and customer service.
• Skilled in quickly diagnosing and resolving complex technical issues.
• Experienced in supporting a range of software and hardware systems, including desktop and laptop computers, mobile devices, and network infrastructure.
• Proficient in analyzing system logs and using monitoring tools to identify potential issues before they become critical.
• Collaborates effectively with cross-functional teams to develop and implement solutions.
• Committed to delivering outstanding customer service and maintaining a positive attitude.
• Fosters strong relationships with clients and stakeholders.
• Continuously seeks opportunities to learn and improve skills.
• Passionate about leveraging technology to improve business processes and drive innovation.
• Experienced in configuring new system setups and performing data migrations.
• Skilled in managing endpoint management tasks in Intune and Tanium environments.
• Proficient in supporting Microsoft on-prem servers and M365 services (SharePoint, Teams, OneDrive, Office products).
• Identifies and mitigates open vulnerabilities across various platforms (Windows, Linux, Mac OS, etc.).
• Builds packages to deliver and patch various productivity, development, and other software applications installed on end-user laptops.
• Reviews and analyzes situations, data, and procedures to propose the most efficient solutions.
• Streamlines automation processes to improve productivity and reduce manual intervention.

Jun 2022 – Nov 2022 · 5 mos · Gandhinagar, Gujarat, India

• Dedicated to providing exceptional technical support to clients, colleagues, and stakeholders.
• Strong background in troubleshooting, problem-solving, and customer service, committed to resolving technical issues efficiently and effectively.
• Experienced in responding to user inquiries, resolving hardware and software issues, and maintaining system stability.
• Well-versed in a variety of operating systems and software applications, skilled in analyzing and diagnosing technical problems.
• Proficient in asset management, ensuring accurate tracking and maintenance of IT assets.
• Experienced in Active Directory (AD) management, including user account creation, group policy management, and access control.
• Skilled in configuring new system setups and performing data migrations to ensure seamless transitions.
• Adept at managing endpoint management tasks in Intune and Tanium environments.
• Proficient in supporting Microsoft on-prem servers and M365 services (SharePoint, Teams, OneDrive, Office products).
• Identifies and mitigates open vulnerabilities across various platforms (Windows, Linux, Mac OS, etc.).
• Builds packages to deliver and patch various productivity, development, and other software applications installed on end-user laptops.
• Excellent communication skills, able to convey complex technical information in a clear and concise manner.
• Committed to providing exceptional customer service and ensuring client and colleague satisfaction with the solutions provided.
• Continuously seeks opportunities to learn and improve skills, passionate about leveraging technology to improve business processes and drive innovation.

Apr 2017 – May 2022 · 5 yrs 1 mo · Gandhinagar, Gujarat, India

• Passionate Customer Experience Specialist dedicated to creating positive interactions between customers and brands.
• Keen eye for detail and deep understanding of customer behavior to design and implement strategies that enhance the overall customer experience.
• Expertise in customer journey mapping, data analysis, and customer feedback management to identify pain points and opportunities for improvement, developing effective solutions to address them.
• Proven ability to drive revenue growth through strategic sales initiatives.
• Skilled in upselling and cross-selling to maximize customer value.
• Strong negotiation and closing skills to secure deals and build lasting customer relationships.
• Extensive background in customer service, ensuring high levels of customer satisfaction.
• Proficient in handling customer inquiries and resolving issues promptly and effectively.
• Ability to build rapport and trust with customers, fostering loyalty and repeat business.
• Adept at troubleshooting technical issues and providing clear, step-by-step solutions.
• Experience with technical support tools and software to assist customers efficiently.
• Ability to explain complex technical concepts in an easy-to-understand manner.
• Strong communication and interpersonal skills to interact effectively with customers and team members.
• Analytical mindset to interpret data and make informed decisions.
• Commitment to ongoing learning and development to stay at the forefront of industry trends and best practices.
• Team player with the ability to work independently or collaboratively to achieve business goals.
• To build lasting relationships between customers and brands, increasing customer loyalty and driving business success was the ultimate goal.