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Akshara K

@aksharak

IT Support Engineer at Progress Rail supporting global employees and resolving critical Microsoft 365, Citrix, and endpoint issues.

India

Message

At Progress Rail Innovations India Pvt Ltd, I support global internal and external employees and manage incidents through ServiceNow. I provide L2 support for Microsoft 365, Citrix, VPN, and endpoints, and coordinate with other IT teams to resolve issues.

Previously, at VMware Software India Pvt Ltd, I supported AirWatch enterprise customers with mobile device management, troubleshooting server and device issues and analyzing logs. Across my roles, I’ve also worked with Active Directory, SCCM, Intune, and Windows Server environments.

Experience

Work history, roles, and key accomplishments

Current

Engineer - IT support

Current

Progress Rail Innovations India Pvt Ltd

Feb 2021 - Present (5 years 8 months)

Supporting global internal and external employees of Progress Rail over phone and email. Coordinating with IT teams to test new applications and troubleshoot problem tickets, while handling requests and incidents using ServiceNow and THQ.

ServiceNow THQ Microsoft 365 Citrix VPN Active Directory SCCM Intune Cisco VoIP OS Deployment Endpoint Security MFA ITIL

Senior System Engineer

ATMECS Technologies India Pvt Ltd

Aug 2019 - Dec 2020 (1 year 4 months)

Supported enterprise customers of Idaptive and Centrify in the US region, including cloud migration from Azure to AWS. Integrated AD with Idaptive cloud connector and implemented IAM, MFA, SSO, and IWA in the Idaptive SaaS portal.

Idaptive Centrify Azure AWS Active Directory IAM MFA SSO IWA Fiddler Wireshark Salesforce Cloud Migration Device Enrollment

Desktop technician

Mouser Electronics India Pvt Ltd

Jan 2020 - May 2020 (4 months)

Worked for TTI helpdesk, a parent company of Mouser Electronics, supporting end users of TTI Inc. Handled requests and incidents using ServiceNow, provided L1 troubleshooting for software and hardware issues, and created knowledge articles.

ServiceNow Troubleshooting Hardware Support Software support Network Printer Incident Management Knowledge Management

Technical Support Engineer

VMware Software India Pvt Ltd

Aug 2017 - Aug 2018 (1 year)

Supported Airwatch Enterprise customers globally with MDM technology, installing and configuring Airwatch components for on-premise customers. Provided root cause analysis and troubleshooting for Airwatch issues on Windows servers and mobile devices.

Airwatch MDM IIS Windows Server SQL Zendesk Webex Zoom APNS DEP Android For Work (AfW)Cloud Connectors Troubleshooting Root Cause Analysis

Tech Support Executive

Tarang Software Technologies Pvt Ltd

Jan 2016 - Jan 2018 (2 years)

Provided technical assistance and support for computer systems, software, and hardware. Diagnosed and troubleshot technical issues, installed and configured hardware and software, and documented procedures and solutions.

Windows Server Active Directory GPO Network Troubleshooting Printers BMC Remedy ServiceNow Incident Management Change Management Problem Management Technical Training

Senior Tech Support Executive

Zen Power Technologies Pvt Ltd

Sep 2014 - Oct 2015 (1 year 1 month)

Answered inbound calls from Nuvision and Tmax internal employees and customers, troubleshooting hardware and network issues. Created incidents for queries and technical issues, provided remote support, and monitored mailbox and incident queue.

Remote Support Troubleshooting Incident Management Network Printer Application Support Customer Service

Technical Support Advisor

Teleperformance India

Jan 2013 - Present (13 years 9 months)

Received inbound calls from customers, helping with technical queries and troubleshooting issues related to computers and networking. Provided quality customer service and promoted teamwork and BPO/ITES success.

Customer Service Troubleshooting Networking Windows Communication Skills Teamwork