Apr 2022 – Jul 2023 · 1 yr 3 mos

Sep 2020 – Mar 2022 · 1 yr 6 mos · Mumbai, Maharashtra, India

Oct 2018 – Jun 2020 · 1 yr 8 mos

• ➢ Provide uninterrupted IT support to Uber users and ensure all phases of service desk support, desktop installations, upgrades, software, hardware and operating system configuration issues are properly coordinated, monitored, tracked, and resolved.
• ➢ Work with teams to solve internal and external problems by providing great communication between the teams and stakeholders. Keep the SD team aware of products, projects, and issues that may impact them.
• ➢ Supporting new build plans in terms of IT infrastructure and keep the stakeholders updated with the progress.
• ➢ Responsible for IT procurement tasks such as auditing new hire forecast for APAC and be the face of Uber IT and work with external vendors to get the best possible output.
• ➢ Experience with Active Directory admin tasks i.e. onboarding of user accounts, managing Roles Accounts and LDAP/Security groups.
• ➢ Have understanding about App integration using SSO and SAML method through Onelogin platform.
• ➢ Familiar with implementing security policies (via Onelogin platform) to restrict employee access to allowed network IPs and 2FA authentication as needed.
• ➢ Familiarity with other growing list of tools that we use & admin as L2 Engineers: Zendesk, MIM & IIQ, Slack, Adobe, CrashPlan, Jira, Confluence/Teamdot, Coupa, Envoy, Zoom etc.
• ➢ Have basic understanding of VMware & VDI setup/troubleshooting on client machines.
• ➢ Familiar with enrolling BYOD using Airwatch and enrolling corp Mac & iOS devices via Apple DEP and administrating them using Airwatch MDM console.
• ➢ Got understanding of AV systems & meeting room setup and how to integrate and administrate meeting room resources through Zoom Controller & gCal.
• ➢ Experience in managing gSuite apps via Google Admin and familiar in executing administrative task in bulk using Google Apps Manager (GAM) command line tool.
• ➢ Train and mentor APAC L1 technicians, provide them necessary feedback and identify opportunities for business enablement through smart use of technology.

Dec 2016 – Oct 2018 · 1 yr 10 mos

• ➢ Being the IT Fieldtech, primary role was to provide all round IT support to Uber employees via walk-ins, chats & tickets. Walk-in support to local users involves:
• ● Provide service, maintenance and upgrades for all computers and peripherals
• ● Triage, solve and or escalate all incoming tickets
• ● Routine moves, workstation setup
• ● Onboarding - Deployment & Imaging of Workstations
• ➢ Mobility, Procurement, Asset management
• ➢ AV - Configuring internal meeting rooms with Zoom app, Providing AV support
• to all the meeting rooms. Supporting internal events including all hands.
• ➢ Printers - Network Printer maintenance, configuration of network/local printers on
• End Users’ computers.
• ➢ Working on VIP tickets, dealing with outages. If and when needed, coordination
• with other TechServices team e.g. CorpNet, Endpoint etc.
• ➢ Basic Network troubleshooting which includes connectivity issues, digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network.
• ➢ Supporting & administering internal applications such as Zendesk, Zoom, Eventboard, Airwatch, Coupa, Jira, Confluence etc
• ➢ Working on User roles, managing corp computers & LDAP groups through Active Directory (Active Roles Console)
• ➢ Google Apps for Business, including Mail, Calendar, Drive, Docs, and Groups
• ➢ Was prompted to acting SME role to groom and train fellow L1s for India region.
• ➢ Nominated as Emp of the year during my tenure for excellent performance.

Jun 2015 – Dec 2016 · 1 yr 6 mos

• ➢ Prompted to Sr System Engineer role within 2 years of my tenure recognising my excellent performance.
• ➢ In the new role, additional responsibility was given to lead and mentor a team of 13 members and to get the best out of the team by monitoring their performance, QC'ing/reviewing their tickets regularly and providing them necessary product trainings.
• ➢ Creating and updating FAQ's for the new hire training and refresher training.
• ➢ Additional tasks also included handling unplanned outages and High/Urgent priority escalations.
• ➢ Identifying bugs, documenting and reporting them to engineering team on behalf of the team.

Jun 2013 – Jun 2015 · 2 yrs

• ➢ Being the System Engineer in Google IT Helpdesk team, primary job was to provide administrative IT support on Windows, Mac OS, Linux and Chrome OS platforms to Google Employees via Tickets, Calls and Chats.
• ➢ Managing PXE boot installation on client devices. Monitoring Windows server health status and providing solution on Tickets through Google Unified Ticketing System (GUTS) keeping SLA in mind.
• ➢ Adding Windows client machines to domain and administering LDAP accounts and making sure they are synced with AD for Windows users.
• ➢ Maintaining Virus free system in Windows machine through SCCM client and Bit9 Agent.
• ➢ Creating, modifying and updating DNS records – Corp hosting.
• ➢ Experience in configuring and troubleshooting virtual machines using VMware Fusion on Mac and VMware Workstation.
• ➢ Solving technical issues raised by clients through Windows Remote Assistance, Mac VNC Viewer and Chrome Remote Desktop app.
• ➢ Configuring and troubleshooting Network Printer, corp wireless network via internal certificate, VPN and LAN.
• ➢ Configuring and troubleshooting Email clients such as Apple mail, Outlook etc.
• ➢ Providing administrative support to various Google Apps: Gmail, Hangouts, Google group, Drive, Docs etc.

Oct 2012 – Jun 2013 · 8 mos

• ➢ Got prompted to "Support Lead" (SME) role within the team recognising my excellent performance and sent to Mumbai branch on probationary period to lead a team of 20 members.
• ➢ Additional responsibility was to work with the team manager and lead & mentor the team.
• ➢ Was responsible to ensure each team member meets the assigned team metrics & goals.
• ➢ Create refresher training materials, coach the team to improve their performance.
• ➢ Used to take escalation calls on behalf of team members as a level 2 tech to provide 2nd level technical assistance to end users.
• ➢ Was rewarded with “Sutherland Platinum Award” for delivering outstanding result for the team by helping them achieve top three spots across the globe for 6 months in a row.
• ➢ Have been certified as “Norton Certified Technician” for various Symantec products.

Nov 2009 – Oct 2012 · 2 yrs 11 mos

• ➢ Worked for Symantec and Norton Antivirus product support team in Sutherland.
• ➢ Being the Technical Support Executive, job was to provide technical assistance to Symantec & Norton consumers all over the globe through online support session (Chat, Email and Phone support).
• ➢ Job was to troubleshoot issues related to virus infection, computer slowness, external device configuration, installation & uninstallation of Norton Products, blocking & unblocking programs/applications through the AV software and solving other technical Problems of Norton Products over Remote Assistance.