Sunakshi Gupta

Product Engineer

Bengaluru, Karnataka, India9 yrs 4 mos experience

Key Highlights

Over 8 years of IT support experience.
Expert in macOS and Windows enterprise management.
Proven track record in improving SLA adherence.

Stackforce AI infers this person is a Technical Support Specialist in IT Services with a focus on enterprise-level support.

Contact

Skills

Core Skills

It SupportEndpoint SecurityIncident ManagementIt Security PoliciesTechnical SupportCustomer Service

Other Skills

Quality AuditingOperating SystemsOracle Service CloudService RequestsChange ManagementBitlocker EncryptionTrellix SecurityMicrosoft Dynamics CRMComputer Hardware TroubleshootingStructured TroubleshootingKnowledge SharingOracle Enterprise Resource Planning (ERP) CloudMacintosh ApplicationsAutomated ProcessesProcess Improvement Analysis

About

💼I’m a Senior IT Support Engineer with over 8 years of experience delivering reliable, enterprise-level support across macOS and Windows environments. I specialize in resolving complex technical issues, improving system performance, and ensuring seamless IT operations for internal users at scale. 💡My core expertise lies in Mac support, Mobile Device Management (JAMF, Workspace ONE, Endpoint platform management), Identity & Access Management, and endpoint security. I have hands-on experience managing enterprise ecosystems, supporting distributed teams, and maintaining high standards of security and compliance. 🚀I have consistently driven measurable improvements in: *SLA adherence ⏱️ *Support efficiency & process optimization 🔄 *Employee onboarding and IT experience 🚀 🤝I also bring strong experience in Workspace one administration and enterprise collaboration tools, enabling teams to work more effectively in fast-paced environments. I’m passionate about solving problems, optimizing systems, and delivering a support experience that truly adds value to the business. 📌Open to opportunities in IT Support, Endpoint Management, or roles focused on improving enterprise IT operations and user experience.

Experience

9 yrs 4 mos

Total Experience

Average Tenure

Current Experience

Oracle

Information Technology Support Engineer

Aug 2021 – Present · 4 yrs 10 mos · Bangalore Urban

As an IT we serve as a single point of contact for internal employees when there is a service disruption and log incidents as per prioritization and coordinate with internal IT support teams for issue resolution
To raise service requests, change records, problem records and resolve user service requests in line with team procedures using Oracle Service Cloud.
To create new solutions to solve existing issues and supervising changes in software, hardware, facilities, telecommunications and user needs.
Configuring and installing Trellix Security and Bitlocker Encryption, implementing and maintaining corporate security policies.
To monitor and resolve the end user machine compliance issues under the security policies, Obtain and apply latest updates and vulnerability patches for MS products.
To diagnose and investigate all network issues and hardware related issues like Monitor issues, Motherboard issues, RAM issues, CPU issues etc.

Quality AuditingOperating SystemsIT SupportEndpoint Security

Hp pps services

Technical Solutions Engineer

Jun 2019 – Jan 2021 · 1 yr 7 mos

Resolved 150+ weekly enterprise incidents across OS and hardware while maintaining 98%+ SLA compliance. Delivered remote and onsite support, reducing downtime and improving issue resolution turnaround. Diagnosed hardware failures and coordinated vendor replacements, ensuring minimal business disruption. Improved ticket resolution efficiency through structured troubleshooting and knowledge sharing. Acted as Backup Team Lead, supporting team operations, mentoring engineers, and ensuring SLA adherence during leadership absence. Served as Lead Approver for high-cost hardware components, validating replacements and optimizing decisions to reduce unnecessary expenses and control operational costs.

Technical SupportIncident Management

Hp

Technical Support Engineer

Jun 2017 – Jul 2021 · 4 yrs 1 mo · Bangalore Urban, Karnataka, India

Microsoft Dynamics CRMComputer Hardware TroubleshootingTechnical SupportCustomer Service

Team lease digital

Technical Support Engineer

Jan 2017 – Jul 2019 · 2 yrs 6 mos

Provided L1/L2 support for OS installation,recovery and endpoint troubleshooting. Improved first call resolution by 95% by ensuring SLA adherence through structured troubleshooting.

Technical SupportCustomer Service