PAVANKUMAR YEDIM

• Answer incoming support calls and provide resolution within SLA using our call logging system.
• Maintained ownership of incidents and service requests, ensured accurate documentation, clear communication, and timely updates leading to resolution within agreed SLAs.
• Identified provisioning difficulties and facilitated resolutions for customers, adhering to national procedures and utilizing core systems.
• Troubleshot and resolved technical problems, documented ticket actions and resolutions to improve tracking and accountability.
• Anticipating system alerts and incidents such as outages and system failure.
• Troubleshooting VPN connections, investigating internal network faults, configuring residential and business grade routers, NAT & CGNAT configurations.
• Accessed customer devices securely to provide support. to customer's devices and educating them, when required.
• Application installation, upgrades, configuration, and support while helping customer over the phone or via Remote desktop support.
• Actively monitoring and responding to Service Requests, Change Requests, Held Orders, and access Seeker updates.
• Evaluated network connectivity and configuration.
• Analyzed Radius logs for troubleshooting purposes. and test results to find root cause of problem.
• Provision accounts and access in line with security and approval processes.

• Provide Level 2 support across a broad range of technologies, systems and operational environments, resolving incidents and service requests within agreed SLAs and organizational priorities while monitoring system and network performance to identify vulnerabilities, and resolve issues proactively.
• Provide Level 2 & 3 support for enterprise applications including Microsoft 365, Intune/AirWatch device management, Pulse and Global Protect VPN, Samsung Knox and other business-critical software packages.
• Administer Active Directory, Azure AD, and Group Policies ensuring secure access and identity management.
• Monitor network health, system events, and service platforms to proactively identify faults, performance degradation, and security anomalies across ANZ
• Acted as escalation point for frontline support teams, facilitating clear diagnostics and accurate documentation while engaging specialist technical teams and vendors for timely issue resolution.
• Perform imaging, deployment and maintenance of operating systems, software applications and endpoint configurations across Manufacturing, Production and Office environments.
• Take ownership of new tasks, operational initiatives and project activities, contributing to deployments, site support, technology rollouts across the region and engage with Dealers, Vendors and site leaders for time sensitive incidents.
• Plan and execute installation, configuration, review and deployment of ICT and operational technology equipment, including defining network policies, procedures, connections and firewall requirements.
• Create and maintain technical documentation such as network configurations, playbooks, deployment scripts, system health check outputs across the region and engage with Dealers, Vendors and site leaders for time sensitive incidents.
• Manage and maintain technical documentation such as network configurations, playbooks, technology equipment, including defining network policies, procedures, connections and firewall requirements.
• Evaluate customer focused support through clear communication, expectation management and user experience.
• Deliver customer focused support through clear communication, expectation management and user experience.
• Deliver training and one-on-one coaching on ICT systems and security best practices.
• Prepared ICT performance reports and contributed to risk assessments, providing management with critical insights for decision-making.
• Managed ICT asset lifecycle, overseeing procurement, tracking, and maintenance to ensure optimal resource utilization.

• Resolved customer concerns promptly and effectively.

• Provided technical support for software reconfiguration and customization.

• Installed, upgraded, and troubleshot Windows OS, authorized desktop applications, hardware, and peripheral equipment.

• Delivered comprehensive IT support across Windows and macOS platforms, resolving hardware and software incidents.

• Supported Windows 11 migration project.

• Managed software deployment through SCCM and Nexthink.

· Supported Intune, JAMF, and SCCM for software rollout, asset management, and compliance.

• Tested software performance across desktop network to support peak operation.

• Maintained end-user security through Azure Active Directory.

• Used Citrix to remotely access user computers.

• Maintained hardware and software inventory records and updated entries through Flexera.

• Streamlined repair processes and updated standard operating procedures, improving response time and service consistency.

• Coordinated team resourcing to support smooth problem solving.

• Promoted Microsoft Intune MDM adoption for iOS and Android devices for corporate users.

• Assisted with hardware refresh initiatives by coordinating logistics and resources.

• Supported macOS through Jamf platform.

• Managed end-user requests through ServiceNow.

• Performed employee onboarding and offboarding.

· Configured and managed VPNs, network connectivity, and secure access for remote users.

· Manage and maintain file servers, ensuring secure access, optimal performance, proper permissions, and reliable availability across operational environments.

· Maintained documentation and asset tracking to ensure consistent support delivery and knowledge sharing.

· Lead for hardware refresh and Windows 11 migration projects ensuring smooth transitions.

· Troubleshoot network satellite station issues and apply security patches promptly.

· Troubleshoot network satellite station issues and apply security patches promptly.