Thusidharan

Support Operation Engineer L2

Dijital Team LK • Tiempo completo

Apr 2026 - Present • 6 mos

Provide Level 2 technical support across multiple customer environments within a Managed Service Provider (MSP), handling escalated incidents, service requests, system administration, troubleshooting, maintenance, and technical investigations. My experience covers Microsoft 365 administration and troubleshooting across Exchange Online, Microsoft Teams, SharePoint Online, OneDrive for Business, and Microsoft Entra ID. I manage user accounts, permissions, shared mailboxes, MFA, guest access, administrative roles, mail flow, synchronization, access issues, and security-related investigations. I also support Windows 10/11 endpoints, including operating system issues, performance problems, user profiles, activation and licensing, drivers, browser issues, and endpoint diagnostics. My infrastructure experience includes file server administration, NTFS and SMB permissions, access control, VPN and network troubleshooting, firewall investigations, routing, and connectivity analysis. I regularly use PowerShell and built-in Windows tools for administration, investigation, validation, and troubleshooting. I also assist with software assessments, security reviews, data archiving, and controlled script-based processes. Beyond technical troubleshooting, I handle root cause analysis, vendor escalations, stakeholder communication, incident documentation, knowledge articles, technical findings, and customer-facing updates. I follow incidents through investigation, remediation, validation, documentation, and closure, with a focus on practical and sustainable solutions.

System Engineer

LinkedIn • Tiempo completo

Dec 2024 - Apr 2026 • 1 yr 4 mos

Provided L2+ technical support and service delivery across 120+ managed clients in an MSP environment, supporting customers across mining, legal, and corporate sectors. Administered and supported Microsoft 365, Microsoft Entra ID, JumpCloud, and Google Admin environments, including identity and access management, MFA, conditional access, endpoint security, and user administration. Managed HaloPSA for ticketing, workflows, SLA tracking, escalation management, and client reporting. Coordinated BAU operations and worked across technical teams to maintain service quality and SLA compliance. Automated recurring administrative tasks using PowerShell and RMM integrations, while providing high-priority and executive-level support during security incidents and urgent technical issues. Developed strong experience in multi-client IT operations, incident management, service delivery, security-focused troubleshooting, automation, and customer communication.

IT Support Engineer

Voigue • Tiempo completo

Jun 2024 - Dec 2024 • 6 mos

Provided technical support across hybrid Microsoft environments, supporting Microsoft 365, Windows Server, and Azure AD/identity services. Troubleshot and supported DNS, DHCP, Group Policy, user access, authentication, and endpoint-related issues. Assisted with implementing MFA and security policies across customer environments. Managed and supported endpoint security using SentinelOne and IronScales, while contributing to SOC activities, patching compliance, monitoring, and security-related investigations. Worked with HaloPSA and Ninja RMM for ticket management, remote monitoring, maintenance, incident handling, and operational support. Developed practical experience across Microsoft infrastructure, networking, endpoint security, identity management, RMM operations, and security-focused technical support.