Mar 2025 – Sep 2025 · 6 mos · Remote

• ● Managing Team’s quality, performance and upskilling or training on required skills.
• ● Drive to achieve SLA, Ticket handling & publishing the daily, weekly and monthly operational dashboards.
• ● Managed the remote IT onboarding experience for the APAC / EMEA / AMER region.
• ● Support the end user journey through life cycle management. Onboarding new hires by providing
• software and hardware access.
• ● Established process improvement strategies and Identifying areas of opportunity to improve
• workflow.
• ● Support SaaS tools and compliance practices.
• ● Collabrating with Security and other teams on different projects.
• ● Able to work within Agile methodologies and using standard ticketing tools such as Service Now, Jira & Salesforce.
• ● Provide day to day and support to internal employees & Members on IT & application related issues.
• ● Document IT procedure and Processes for internal IT Knowledge and support links in Confluence / ServiceNow.
• ● Established process improvement strategies and Identifying areas of opportunity to improve
• workflow.
• ● Coordinate with vendors for Asset management and reverse logistics.
• ● Start bridge for all Incidents or alerts, and involve all respective team for resolution.
• ● Extensive experience with IT procurement, asset management and vendor relationship management.
• ● Monitor tickets on master queue, read understand categories and assign to technicians.
• ● Expertise in Application integrations with OKTA.
• ● Providing Application access and support.
• ● Proficient in Active directory integrations with OKTA.
• ● Proficient in provisioning and de-provisioning user to various applications in OKTA.
• ● Meeting Room management using Zoom Admin and Team app.

Apr 2018 – Jan 2024 · 5 yrs 9 mos · Gurugram, Haryana, India

• Incident and problem management, troubleshooting on assigned tickets and resolve the problem within SLA using Tool Jira Airbnb globally.
• Handling L2 - L3 tickets related to Mac OS X, Google DUO Server, DUO 2FA, Adobe Admin, VPN, WebEx, Box.
• Mobile Device and Computers and user Management with Air watch and Teem.
• Handing SSO OneLogin using adminibar server.
• Deploying applications to Mac endpoints and iPads using GitHub.
• Identify, compose and Push the most up-to-date Security patches, Updates, Software packages, and security policies through Air watch and Teem to more than 700 iPads Globally.
• Handling customer care applications- CCPAM (to onboard and off board employees), Zendesk, Genesys, AWS Gandalf.
• Asset management globally using asset management tool – Oomnitza.
• Creating documents on confluence for IT support knowledge base.

Sep 2016 – Oct 2017 · 1 yr 1 mo · Noida, Uttar Pradesh, India

• Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office 2007 and any other authorized desktop applications.
• Install, upgrade, support and troubleshoot for printers, computer hardware and any Other authorized peripheral equipment
• Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
• Performs remedial repairs on computers, laptops, printers and any other authorized Peripheral equipment
• Customize desktop hardware to meet user specifications and site standards
• Performs work in compliance within specified warranty requirements
• Safely package equipment for branches and arrange for the transport of the Equipment
• Responsible for monitoring, operating, managing, troubleshooting and restoring to Service any terminal service client, personal computers (PC) or notebooks that has Authorized access to the network.
• Dealing with hardware and application support queries and issues.
• Email account administration, i.e., account creation and management on MS Office 2007 and 2010.
• User account administration, i.e., account creation and management and password Resets on Active Directory.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
• Use tools and methodologies to load, copy and customize operating system Configurations for deployment.
• Responsible for the daily switching of backup tapes at the different backup sites
• Responsible for tracking hardware and software inventory
• Take ownership and responsibility of queries, issues and problems assigned.
• Works with vendor support contacts to resolve technical issues within the desktop Environment
• Escalate issues and involve experts wherever required in order to resolve issues as Quickly as possible.
• Maintains I.T. records and tracking for area of responsibility

Oct 2011 – Dec 2013 · 2 yrs 2 mos · Gurugram, Haryana, India · On-site

• Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office 2007 and any
• other authorized desktop applications.
• Performs general preventative maintenance tasks on computers, laptops, printers and any other
• authorized peripheral equipment
• Performs remedial repairs on computers, laptops, printers and any other authorized Peripheral equipment
• Customize desktop hardware to meet user specifications and site standards
• Performs work in compliance within specified warranty requirements
• Safely package equipment for branches and arrange for the transport of the Equipment
• Responsible for monitoring, operating, managing, troubleshooting and restoring to Service any
• terminal service client, personal computers (PC) or notebooks that has Authorized access to the
• network.
• Dealing with hardware and application support queries and issues.
• Email account administration, i.e., account creation and management on MS Office 2007 and 2010.
• User account administration, i.e., account creation and management and password Resets on Active
• Directory.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation
• hardware/software.
• Use tools and methodologies to load, copy and customize operating system Configurations for deployment.
• Responsible for the daily switching of backup tapes at the different backup sites
• Responsible for tracking hardware and software inventory
• Take ownership and responsibility of queries, issues and problems assigned.
• Works with vendor support contacts to resolve technical issues within the desktop Environment
• Escalate issues and involve experts wherever required in order to resolve issues as Quickly as possible.
• Maintains I.T. records and tracking for area of responsibility
• Maintains and consistently demonstrates a general knowledge of company Guidelines,
• processes, practices and procedures