Akash raj Chouhan

I’m a results-driven Technical Support Analyst with 3+ years in IT support, incident management, and enterprise system administration. I focus on restoring service quickly while keeping communication clear for both technical and non-technical stakeholders.

In my most recent role as a Technical Support Executive at In2talk Technologies and Consulting, I delivered L1/L2 support for global clients across UAE, Japan, Indonesia, and the USA. I resolve network connectivity issues, VPN tunnel failures, DNS/DHCP misconfigurations, and application access problems within defined SLA windows.

I bring strong expertise in networking and security—troubleshooting IPsec tunnels, split tunnelling, Wire Guard-based connectors, packet tracing, firewall rules, and VPN migrations with minimal disruption. I also administer Active Directory and support Azure AD/IDP/SSO integrations (GPO, RBAC, LDAP, SAML, OAuth), maintaining confidentiality for sensitive customer and employee data.

I’m highly KPI-driven and customer-focused, maintaining ~97% CSAT with 95%+ SLA adherence. I improve operations through log-based root cause analysis, escalation management, and dashboards using Power BI and Advanced Excel to track real-time performance and drive measurable outcomes.