Jun 2024 – Feb 2026 · 1 yr 8 mos · Bengaluru, Karnataka, India · On-site

• Handled AD and AAD and Intune operations at the Level of L2
• Deployed SCCM-based operating systems and utilized Autopilot for streamlined processes.
• Installed, configured, and troubleshooted all Infra Endpoints
• Provided chat, voice, and email support, ensuring timely and effective resolution of technical issues.
• Handled Hardware asset management, vendor Coordination, Field operations and Migrations effectively

Dec 2021 – Jun 2024 · 2 yrs 6 mos · Coimbatore, Tamil Nadu, India · On-site

• Provided comprehensive support for all the infrastructure devices like Servers, routers, switches, VC devices, desktops, laptops, and peripheral support, ensuring smooth operation of IT systems.
• Utilized BMC Remedy and Service Now to deliver remote assistance efficiently, exceeding service level agreements.
• Demonstrated strong troubleshooting skills to resolve all kind of Incident tickets.
• Managed SCCM-based OS deployments and implemented Windows BitLocker encryption protocols.
• Configured and provided support for Mac OS systems, addressing user concerns and ensuring compatibility with Organizational requirements.
• Effectively managed Active Directory and monitored DHCP/IP scope to maintain network integrity.
• Coordinated infrastructure upgrades and participated in Business Continuity Planning activities to ensure operational resilience
• Timely management of alerts, incidents, and network outages to minimize disruptions and maintain system reliability.

Sep 2021 – Oct 2021 · 1 mo · Coimbatore, Tamil Nadu, India · Remote

• Provided exceptional customer support through voice, chat, and email channels, effectively addressing and resolving issues for US customers.
• Utilized strong communication skills to understand customer needs and deliver timely, accurate solutions.
• Handled a high volume of customer inquiries with a focus on delivering a positive customer experience.
• Demonstrated proficiency in navigating and utilizing Amazon's internal systems and tools to assist customers efficiently.
• Maintained detailed and accurate records of customer interactions, ensuring proper documentation and follow-up.
• Collaborated with team members and other departments to resolve complex customer issues and improve service processes.
• Consistently met or exceeded performance metrics, including customer satisfaction scores and response times.
• Adapted to evolving customer service protocols and product knowledge, ensuring up-to-date support for new and existing Services.
• Implemented feedback from supervisors and customers to continuously improve service quality.
• Contributed to a supportive and productive team environment, helping to achieve collective goals.