mervin harry
@mervinharry
I’m a results-driven L2 Support Engineer focused on fast, accurate incident resolution and quality-led process improvements.
IndiaWhat I'm looking for
I’m a results-driven L2 Support Engineer with 3+ years of experience resolving complex hardware and software issues in enterprise environments. I’ve consistently resolved 90% of escalated tickets within SLA by running systematic troubleshooting across Windows/Linux, servers, and endpoints, while owning the full incident lifecycle in ServiceNow and BMC Remedy.
As a Quality Lead, I perform daily ticket audits to improve categorisation, documentation, and ITIL process compliance, create KB articles/SOPs to reduce recurring issues, and mentor junior engineers. I also support modern environments—O365, VPN, Active Directory, Citrix Workspace, and Azure VMs—while troubleshooting containerised application problems using Docker and Kubernetes and coordinating with DevOps teams to restore service availability.
Experience
Work history, roles, and key accomplishments
L2 Support Engineer / Quality Lead
Infinite Computer Solutions
May 2023 - Present (3 years 2 months)
Resolved 90% of escalated hardware and software tickets within SLA by troubleshooting Windows/Linux OS, servers, and laptops. Managed incident lifecycle in ServiceNow and BMC Remedy, supported O365, VPN, LAN/WAN, Active Directory, and Citrix Workspace, and led daily ticket audits and KB/SOP creation.
Served as the primary point of contact for client queries, troubleshooting data discrepancies and resolving operational issues within defined SLAs. Coordinated with internal teams to investigate and escalate complex issues while maintaining accurate ticket documentation.
Technical Support Intern
Eagle I Creations
Jan 2021 - Mar 2021 (2 months)
Provided technical assistance to production teams by diagnosing software and hardware issues affecting daily workflows and minimizing operational downtime. Configured and maintained end-user workstations and tools (Adobe Premiere Pro, Adobe Photoshop), handling installations, updates, and troubleshooting.
Education
Degrees, certifications, and relevant coursework
St. Joseph's College, Bangalore
Bachelor of Science, Physics, Electronics & Mathematics
2018 - 2021
Earned a Bachelor of Science focused on Physics, Electronics, and Mathematics from St. Joseph's College, Bangalore.
BEML Composite PU College, KGF
Pre-University Education (Science), Science
2014 - 2016
Completed pre-university education in Science at BEML Composite PU College, KGF.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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