Headline

Senior Technical Support Engineer | Aspiring IT Support Team Lead | Service Desk Management, Hybrid Cloud (Windows, Azure AD) | MSc Cybersecurity

About

When a school's entire network goes down mid-exam season, someone has to stay calm while everyone else panics. That's been me. I've managed the service desk for a UK school's K-12 systems, supported hybrid cloud environments (Windows, Azure AD), led cross-functional teams through migrations, and spent years troubleshooting hardware — from custom builds to enterprise desktops. I hold an MSc in Cybersecurity, which shapes how I approach support: not just fixing the problem, but making sure it doesn't become tomorrow's security issue. I'm now a Senior Technical Support Engineer aiming for Team Lead roles, building toward Azure, AWS, and Google Cloud certifications along the way. Based in Bangalore, open to On-site and remote opportunities. If you're building a team that values people who make things better, not just close tickets — let's connect.

Location

Bengaluru

AI stack

claude code

claude

cursor

Work experience

Senior Desktop Support Analyst at Torfaen County Borough Council, Jun 2025 - Jan 2026 · 8 mos, Wales, United Kingdom, • Sole IT lead responsible for all technology systems, providing 1st/2nd line support and troubleshooting PCs, radios, TVs, smart boards, and other devices. • Maintained comprehensive inventory of all school IT equipment, ensuring accurate asset tracking and management. • Managed IT device upgrades and configuration, administering group policies using Active Directory and SCCM for seamless system performance. • Controlled device management and security through Google Admin Console, Apple School Manager, and Intune, ensuring compliance and efficient operations. • Oversaw CCTV camera systems and managed door fob access for secure facility operations. • Delivered clear, effective technical support and training to staff with varied IT skills, working independently and collaborating with the wider SRS Education Team as needed.

Technical Support Engineer I at PowerSchool, Jan 2022 - Jan 2024 · 2 yrs 1 mo, Bengaluru, Karnataka, India, • Led a cross-functional support team delivering 95%+ SLA compliance across global K-12 software clients. • Managed system configurations, remote troubleshooting, and incident escalation (Tier I–III) using ITIL-aligned service desk processes. • Supported Windows accounts and Azure AD integrations, and led software deployment across hybrid cloud environments. • Streamlined support workflows and implemented monitoring strategies, reducing major incidents by 15%. • Mentored team members, reducing ticket backlog by 20% and improving first-call resolution by 12%.

Technical Support Executive at NVIDIA, Dec 2020 - Sep 2021 · 10 mos, Bengaluru, Karnataka, India, • Provided advanced hardware and performance troubleshooting for Windows-based gaming systems and custom PC builds. • Optimized drivers, firmware, and registry configurations to improve system resource handling and stability. • Partnered with escalation teams to resolve high-impact faults, reducing downtime by 20%.

Technical Support Engineer at DXC Technology, Dec 2019 - Dec 2020 · 1 yr 1 mo, Bengaluru, Karnataka, India, • Delivered global L1/L2 technical support for desktops, laptops, hardware, VPN, and network connectivity issues for enterprise users (Honeywell account). • Administered Active Directory, managing user access and account configurations in large enterprise environments. • Collaborated with Tier-III teams on root cause analysis for recurring performance and connectivity issues.

Technical Support Associate at Concentrix, Mar 2018 - Apr 2019 · 1 yr 2 mos, Bengaluru, Karnataka, India

Education

Msc Cyber Security, Computer and Information Systems Security/Information Assurance, University of South Wales

Bachelor of Arts - BA, Liberal Arts and Sciences/Liberal Studies, Delhi University