Akio Asthana

ABN AMRO Bank

05.2019 - 07.2025

Provide enterprise-level IT support for front-ofﬁce and back-ofﬁce banking operations including trading ﬂoor support, ﬁnancial applications, and secure data systems.
Troubleshoot and resolve complex hardware and software issues across desktops, laptops, mobile devices, and virtual desktop environments.
Supports users with remote and on-site assistance via tools such as Cisco AnyConnect, SCCM, and ServiceNow.
Manages user provisioning and de- provisioning via Active Directory and Azure AD, including multi-factor authentication and role-based access control.
Deployed system updates, patches, and new software applications through SCCM and Intune.
Collaborates with global IT teams to ensure security compliance, maintain up time, and adhere to SLAs.
Coordinated and supported IT setup for executive meetings and conﬁdential ﬁnancial brieﬁngs.
Documented processes and solutions to contribute to the global IT knowledge base.
Produced proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practices.
Provide desk-side training for new employees and staff, consisting of basic instructions on accessing and using standard desktop applications (e.g. e-Mail, Microsoft Office, etc) and how to access available research database applications.

Key Foods

08.2016 - 05.2019

Provide Tier 2 support for POS hardware/software, network devices, handheld scanners, and cradle points across multiple retail locations.
Troubleshoot remote connections using Cisco AnyConnect and VPN access.
Administer system updates and bi-weekly maintenance of CC and DB servers.
Collaborate with vendors and escalate critical issues to Tier 3 teams or third- party providers.
Manage and document support issues using ServiceNow and Zendesk.
Update POS devices for FCC compliance and participate in upgrade projects and IT rollouts.
Contribute to IT knowledge base and provide end-user guidance and documentation.

City of Detroit

01.2009 - 07.2015

Served as the primary and only IT support professional responsible for the entire City Council’s technical infrastructure, supporting over 100+ users.
Delivered Tier 1 and Tier 2 technical support for hardware and software across Windows and macOS platforms.
Provisioned and managed user accounts using Active Directory and Azure AD.
Maintained workstations, servers, network equipment, and A/V systems for public-facing council meetings.
Led Ofﬁce 365 deployments and managed SCCM-based system imaging and software distribution.
Ensured secure remote access via Cisco AnyConnect and implemented IT policy compliance.
Managed IT onboarding/offboarding and documented technical procedures for staff training.
Handled network monitoring, patch management, and backup/recovery operations.

EchoStar

03.2005 - 01.2009

Installed and serviced DISH Network satellite systems in compliance with safety and quality standards.
Educated customers on system usage and provided on-site troubleshooting.
Maintained contact with dispatch and supervisors and completed all service documentation.

Summary