Resume Technical Support Engineer in India Hyderabad

IT Support Engineer (L2/L3 Support) Major US-based E-commerce Client | 3000+ Employees Dates (DEC 2020 – JAN 2025) Delivered comprehensive L2/L3 IT support for a leading US-based e-commerce company, supporting over 3000 employees across corporate offices and retail store locations. Created and managed user accounts in Active Directory, including role-based access provisioning, permission assignments, and application access management. Handled account-related requests such as password resets, account unlocks, MFA enrolment/reset (RSA token issues), and W2 access troubleshooting, ensuring minimal downtime. Diagnosed and resolved technical issues including Outlook email errors, VPN connectivity failures, VLAN-related network problems, and user login/domain trust issues on laptops. Provided support for retail store operations, including POS register troubleshooting, control room access issues, and IP surveillance camera connectivity. Collaborated with networking and vendor teams on switch, router, and access point troubleshooting, as well as hardware repairs and access control systems. Managed incidents, service requests, and change workflows via ServiceNow ITSM, ensuring SLA compliance and proper documentation. Acted as a point of contact for escalations, mentored new joiners, and conducted knowledge transfer sessions to strengthen team capabilities.

B.Tech (EEE)

Active Directory (AD): User account management, group policy, role-based access provisioning ITSM Tools: ServiceNow (incident, change, and request management) Networking: VLAN troubleshooting, VPN connectivity, switches/routers/access points Email & Collaboration Tools: Microsoft Outlook, Exchange, Office 365 Authentication & Security: Multi-Factor Authentication (MFA), RSA Tokens, Access Control Systems Operating Systems: Windows (7/10/11), basic MacOS troubleshooting POS & Retail Systems: Point of Sale (POS) troubleshooting, IP surveillance systems support Support Skills L2/L3 IT Support & Escalation Handling End-user support (remote & onsite) Account unlocks, password resets, and login troubleshooting Hardware/software troubleshooting (laptops, peripherals, network devices) Soft Skills Strong communication & client interaction Knowledge transfer & training new team members Collaboration with cross-functional and vendor teams Documentation & SLA compliance

English Hindi

Support Skills L2/L3 IT Support & Escalation Handling End-user support (remote & onsite) Account unlocks, password resets, and login troubleshooting Hardware/software troubleshooting (laptops, peripherals, network devices) Soft Skills Strong communication & client interaction Knowledge transfer & training new team members Collaboration with cross-functional and vendor teams Documentation & SLA compliance