Anvay Awalgaonkar
Penn,PA
Summary
IT Specialist with 5 years of relevant experience in diagnosing and resolving complex technical issues across both Windows and Linux platforms. Skilled in network configuration and system optimization, with a strong track record of enhancing system performance and user satisfaction. Highly adept at collaborating with cross-functional teams to implement innovative IT solutions and drive organizational efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Marlabs LLC
Piscataway, New Jersey
09.2023 - Current
- Delivered Level 1/2 technical support in a Managed Services Provider (MSP) environment, managing client systems using remote access tools, including Autotask, aligned with the Managed Services Framework (MSF).
- Managed and monitored client networks, systems, and devices in Windows 10, 11, and Active Directory environments, improving network uptime by 25%.
- Provided technical assistance for IT infrastructure, MS 365 administration, and security solutions, ensuring compliance with technical architecture and performance requirements.
- Implemented and tracked Service Desk SLAs and PKIs as part of the MSF, increasing service quality and response time by 20%.
- Led onsite support for clients in NJ, NY, and PA areas, providing solutions to technical issues related to hardware, software, and networking systems.
- Trained junior engineers and documented standard operating procedures, improving team troubleshooting efficiency within the MSP environment.
Application Support Specialist
Veolia
Trevose, PA
02.2023 - 06.2023
- Supported MSP clients by managing MS 365 administration, resolving security issues, and configuring user access under the Managed Services Framework (MSF).
- Developed disaster recovery protocols using Active Directory and cloud-based solutions, reducing potential downtime for critical applications.
- Monitored and resolved system issues remotely using tools like Autotask, consistently meeting SLA targets and exceeding client expectations.
- Documented processes and procedures, contributing to a comprehensive knowledge base for support teams.
Technical Support Customer Relation Advisor
Tech_Mahindra
Pune, India
09.2019 - 07.2020
- Provided Level 2 support for MSP clients, troubleshooting network and software issues across platforms like Microsoft Teams, Cisco Webex, and Skype for Business, in compliance with MSF guidelines.
- Managed user accounts and permissions using Active Directory and Group Policy, ensuring secure access across multiple platforms.
- Led troubleshooting efforts using tools like Wireshark and SolarWinds, reducing incident response time by 30%.
- Developed technical documentation and delivered training to streamline the resolution of complex issues within the Managed Services Framework.
IT Customer Service Associate
Amazon
Pune, India
06.2018 - 09.2019
- Provided technical support for AWS cloud services in an MSP environment, resolving issues related to EC2, S3, and RDS in alignment with MSF practices.
- Configured IAM roles and integrated Active Directory, improving security compliance and access management for multiple AWS clients.
- Monitored AWS services using CloudWatch and CloudTrail, optimizing performance and reducing downtime for critical systems.
- Developed and maintained runbooks and SOPs for common AWS cloud issues, streamlining the troubleshooting process for junior engineers and improving resolution times by 15%.
Education
Masters of Science - Data Science -
NJIT
Newark, USA05.2023
Masters Certification - Machine Learning -
Ineuron.ai
Pune, India09.2021
Bachelors of Engineering - Computer Science -
Pune University
Pune, India06.2018
Certification
- Google IT Support
Timeline
IT Support Specialist
Marlabs LLC
09.2023 - Current
Application Support Specialist
Veolia
02.2023 - 06.2023
Technical Support Customer Relation Advisor
Tech_Mahindra
09.2019 - 07.2020
IT Customer Service Associate
Amazon
06.2018 - 09.2019
Masters of Science - Data Science -
NJIT
Masters Certification - Machine Learning -
Ineuron.ai
Bachelors of Engineering - Computer Science -
Pune University