avin infant
@avininfant
I’m a Support Engineer with 4+ years in SaaS environments, focused on macOS/iOS support, Identity and Access Management (IAM/SSO/LDAP), and MDM.
IndiaWhat I'm looking for
In my current role at JumpCloud, I deliver Tier 1/Tier 2 support for macOS, iOS, and Windows endpoints, managing device configurations, patch management, MDM policies, and security/compliance. I administer Okta SSO, G Suite, LDAP, Active Directory, and Azure to ensure secure authentication and user provisioning.
I consistently drive performance outcomes—resolving 45+ support tickets per month with 95%+ CSAT while adhering to SLA escalation protocols and collaborating with Engineering/Product teams for root cause analysis. I also improved incident response efficiency by creating and maintaining knowledge base documentation, internal runbooks, and training materials.
I monitor platform health with Datadog and Wireshark, analyze logs to troubleshoot API errors/authentication failures/network connectivity issues, and help maintain 24/7 coverage as a Queue Manager. Through JumpAssist, I built an AI-powered RAG integration to automate support case research across Salesforce/JIRA/Confluence/Slack, reducing support workload by 30% with projected 10% improvement in TTR.
Experience
Work history, roles, and key accomplishments
Provided Tier 1/Tier 2 support for macOS, iOS, and Windows endpoints in a SaaS environment, managing device configurations, patch management, and MDM policies. Resolved 45+ tickets per month with 95%+ CSAT and improved incident response efficiency using internal runbooks and knowledge base documentation while monitoring platform health with Datadog and Wireshark.
Supported 500+ enterprise users across Windows, macOS, iOS, and Android, achieving a 92% first-call resolution rate for hardware, software, and network connectivity issues. Managed Azure Active Directory, Office 365, and G Suite for authentication and security group configuration, maintaining 98% SLA compliance in ServiceNow while coordinating escalations with Level 3 teams and vendors.
Site Supervisor
NLC India
Mar 2017 - Nov 2018 (1 year 8 months)
Supervised 15+ contract workers maintaining critical power generation equipment, including boilers and chillers, while monitoring operational KPIs and maintaining compliance documentation. Managed preventive maintenance schedules and coordinated contractor activity to ensure uptime and peak reliability for industrial power systems.
Education
Degrees, certifications, and relevant coursework
Agni College of Technology
Bachelor of Electrical and Electronic Engineering, Electrical and Electronic Engineering
2012 - 2016
Bachelor of Electrical and Electronic Engineering from Agni College of Technology in Chennai.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Social media
Job categories
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