Shambhuling Javali

I am working as an L2 Support Engineer, providing support to the client Qlik Technology.

Resolved escalated L2 incidents across hardware, software, OS, and application issues using structured troubleshooting. Managed user lifecycle, endpoint deployment and administration (Intune/Kandji/NinjaOne), identity access (Active Directory/Azure AD), and Exchange/SharePoint support while tracking requests in ServiceNow and meeting SLA requirements.

Resolved escalated L2 incidents across hardware, software, OS, and application issues using structured troubleshooting. Managed user lifecycle, endpoint imaging/deployment, and endpoint/identity/email administration across Windows and macOS.

Provided remote engineering support to UAE clients, including user lifecycle, mailbox provisioning, and connectivity troubleshooting. Configured Hybrid Azure AD Join and Intune/MEM for device enrollment, compliance, Conditional Access, and app deployment across Windows, iOS, Android, and macOS.

Provided remote engineering support for UAE clients, managing user access, email provisioning, and license assignment while resolving device and compliance issues. Administered Hybrid Azure AD join, Intune/MEM MDM, Windows Autopilot, and Conditional Access policies, including VPN/printer/share support and ticket handling via Zoho Desk.

Maintained and monitored compliance of patching and other deployments. Installed, implemented, configured, and maintained Intune. Created device and user-based policies via config. profile like administrative template, OMA-URI.

Supported NAR, Europe, and APAC regions as a Tier 2 engineer for Windows and macOS user issues while meeting SLA/OLA and service quality metrics. Troubleshot Intune non-compliance, Software Center/Company Portal installs, BitLocker/VPN/network issues, and Citrix/VDI/remote access problems.

Served as a Tier 2 engineer supporting NAR, Europe, and APAC, resolving user and device incidents across Windows 10/11 and macOS. Supported enterprise identity and compliance (Azure AD, Intune), handled software/driver installation issues, resolved BitLocker/VPN/network and Citrix/VDI access problems, and managed ticket throughput to meet SLA/OLA and quality metrics.

Managed devices Android, Windows. Experienced in Mobile Device Management (MDM) and Mobile Application Management (MAM). Analyzed logs, errors, defects, bugs, and Business logic functionalities.

Provided worldwide technical support via chat, email, and phone, addressing end-user issues including Microsoft Azure directory administration and Office 365 support. Managed ticket backlogs to meet SLA/OLA and customer satisfaction targets while supporting Intune/Autopilot enrollment, mobile device assistance, Smart Card/Authenticator issues, and VPN/BitLocker troubleshooting.

Handled worldwide customer inquiries, resolving end-user issues via chat, email, and phone while maintaining SLA/OLA and service quality metrics. Managed Azure directory user provisioning/reset, supported Intune/Autopilot enrollment, and troubleshot Smart Card, Authenticator, VPN, and BitLocker issues.

Troubleshot and configured MS outlook, Office 365. Worked on Service Now ticketing tool. Created, deleted domain user ID in Active directory.

Delivered technical guidance for Windows OS, applications, and drivers, creating and managing ServiceNow tickets for end-user issues. Troubleshot hardware incident scenarios (e.g., no boot/no posting/black screens), supported Office applications, used remote tools for diagnostics, and maintained daily ticket SLAs and quality metrics.

Provided technical guidance and end-user support for Windows OS installation and troubleshooting of applications and drivers. Logged and managed ServiceNow tickets, supported Outlook/Office 365 apps, handled hardware incidents, and used remote tools for troubleshooting.

Managed configuration of laptops and desktops for users. Resolved technical difficulties related to Cisco AnyConnect VPN.

Supported Harman-connected end users by configuring laptops/desktops, performing OS installs, and resolving login and Office application issues. Managed user assets and SLA/OLA-aligned ticket handling, including printer configuration, incident/service request support, and hardware component replacements.

Supported Harman Connected end users by provisioning and configuring laptops/desktops, maintaining user asset records, and performing OS installations. Resolved login and account access issues, supported Office application problems, managed printer configurations, handled hardware replacements, and coordinated equipment procurement while meeting SLA/OLA and MTTR-style targets through effective ticket management.

Grade: 50

Activities and societies: I have done BE in Electronics and Communication

Bachelor of Engineering in Electronics and Communication at Sri Taralabalu Jagadguru Institute of Technology (2019).