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avanti User

@avanti

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IT Support Engineer with 2+ years delivering SLA-focused application and AD support.

India

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What I'm looking for

I’m looking for an IT support role where I can own incident resolution, deliver reliable remote/application support, and strengthen Active Directory & Windows environments—while maintaining strong SLA performance, documentation, and user satisfaction.

I’m an IT Support Engineer with 2+ years of experience across Service Desk, Application Support, Active Directory, Windows Server, and network troubleshooting. I focus on incident management, user access management, and fast remote technical support—always with SLA compliance and clear documentation.

Across my roles, I’ve supported end users via ticketing and Genesys, coordinated with internal teams to resolve complex issues, and handled onboarding and user migration activities. I’ve also built strong fundamentals through hands-on Active Directory (including Domain Controllers and GPOs), DHCP, DFS, and Windows deployment/troubleshooting.

Experience

Work history, roles, and key accomplishments

Current

Support Engineer

Current

Alois Solutions Pvt. Ltd.

Apr 2026 - Present (3 months)

Provided application support to end users via Genesys and resolved service requests through initial troubleshooting and cross-team coordination. Ensured SLA compliance and supported user onboarding and migration activities.

Genesys Application Support Incident Management Service Desk Authentication Troubleshooting SLA User Onboarding

Service Desk Engineer

Outworks Solutions Pvt. Ltd.

Jan 2025 - Feb 2026 (1 year 1 month)

Resolved IT incidents within SLA using Unidesk ticketing and managed the incident lifecycle. Delivered remote support for Windows and enterprise applications, maintained SOPs/knowledge base, and supported VPN connectivity and troubleshooting.

UniDesk Incident Management Service Desk SLA Remote Support Windows Microsoft Office enterprise applications Troubleshooting SOPs Knowledge Base User Support

Jr. System Administrator

Impulse Computer Training Sales and Services

Apr 2024 - Dec 2024 (8 months)

Administered Active Directory including deployment/configuration of domain controllers and Group Policy backup and restore. Managed DHCP replication, disaster recovery backups, and core storage and DFS configuration.

Active Directory Domain Controllers Group Policy GPO Backup and Restore AD Recycle Bin System State Backup Restore DHCP Replication Monitoring RAID DFS Namespace

Technical Support Engineer

Impulse Computer Training Sales and Services

Oct 2023 - Mar 2024 (5 months)

Deployed and troubleshot Windows desktop and server systems and upgraded hardware components. Provided network support by configuring basic routers and troubleshooting DNS/DHCP/TCP-IP, and handled NTFS permissions and user/group configuration.