Create your free profile

About

Highly motivated Network Engineer and Technical Support professional with 6 years of experience across HCL Technologies, Microsoft enterprise support, and Adobe environments. Skilled in TCP/IP, IP addressing, subnetting, DNS, DHCP, Active Directory, VPN/IPsec, Windows Server, packet analysis, RCA, AWS, cloud networking, Linux, and virtualization. Experienced in supporting Adobe Creative Cloud products including Illustrator, InDesign, InCopy, Fresco, and Project Neo, with Adobe Analytics and JIRA for issue analysis and defect management. Proven in collaborating with Microsoft and Adobe Engineering teams to improve issue resolution, service reliability, customer experience, and operational performance.

Experience3

  1. Community & Engagement Specialist

    Jul 2024 — Present

    Adobe via Quantum Leap Consulting Pvt. Ltd.

    Deliver advanced technical support for Adobe Creative Cloud products including InDesign, Illustrator, InCopy, Fresco, and Project Neo. Resolve complex issues and validate product defect fixes working closely with Product & Quality Engineering teams. Manage high-volume support (~10,000 customer conversations) and drive technical escalations using JIRA. Transform Adobe Analytics data into actionable Voice of Customer insights while maintaining SLA/KPI performance.

  2. Senior Technical Advisor

    Feb 2022 — Jun 2024

    Concentrix Technologies | Microsoft EPS – Lead Operations, Windows Networking

    Provided advanced network and infrastructure support for Severity 1 and other enterprise incidents involving TCP/IP, IP addressing, subnetting, DNS, DHCP, Active Directory, VPN, IPsec, SMB, DFS-N, LDAP, Kerberos, NTLM, and Group Policy. Conducted packet-level analysis with Wireshark and Microsoft Network Monitor to troubleshoot traffic issues. Administered Windows Server environments including AD DS, DNS, DHCP, RRAS, NPS, IIS, Failover Clustering, and Certificate Services. Performed Root Cause Analysis and collaborated directly with Microsoft Engineering on escalated cases. Mentored engineers and delivered technical triage sessions.

  3. Analyst (SD, Wintel & GAM)

    Aug 2020 — Feb 2022

    HCL Technologies | Projects: Jetstar Airways, Serco

    Administered Active Directory accounts, security groups, distribution lists, and shared mailboxes. Resolved enterprise IT incidents and service requests maintaining SLA targets. Provided remote technical support and troubleshooting for user, access, and infrastructure issues. Investigated incidents, coordinated resolution activities, and created technical documentation and knowledge-base resources.

Education1

  • Bachelor of Technology (B. Tech)

    2016 — 2020

    Dr. A. P. J. Abdul Kalam University

    Electronics & Communication Engineering