Support Analyst Level 3

Sukhvinder Sahni

Raliegh-Durham, NC • *.*********@*****.*** • Linked-In

Summary

Skilled Level 3 System Support Analyst proficient in Strong technical resolution across MacOS and Windows systems. Hands-on experience & provide solution on SCCM, Active Directory, One Drive, MS Office, Virtual Desktops, Soft phone, Printer, VPN etc. Expert in creating different management/ reporting dashboards using PowerBI, Tableau, SQL and Excel. Expert knowledge in ITSM Tool (ServiceNow).

Skills & Certifications

Technical: SQL Database, Tableau, Power BI, Microsoft Office (Excel, Access, Word, PowerPoint), ServiceNow Certifications: PMP Certified (Exp: 2026), Comptia A+ Certified (Exp: Nov 2026) Experience

HCLTech, Cary Feb 2022 - Present

Level 3 System Support Analyst

• Provided technical assistance to clients - Wells Fargo, Honda, and Chevron

• Manage calls queue using CMS portal

• leveraging SCCM, Remote Assistance, Bomgar tools to support end users

• Hands on experience in resolving OneDrive, virtual desktop, VPN, Printer, Active Directory and softphone issues

• Proficient in MacOS and Windows troubleshooting and deployments

• Proficient in ServiceNow

VSE Corp (for Social Security Administration) Durham, NC Level 2 System Support Analyst Jan 2021– Nov 2021

• Delivered comprehensive technical support for Federal employees, addressing issues related to SSN profiles and resolving McAfee encryption challenges.

• Managed the setup of new machines, ensuring seamless integration of VPN, McAfee Encryption, and other critical software.

• Provided support for mainframe-based applications, ensuring smooth functionality and user access.

• Successfully managed and maintained diverse user profiles across various systems and applications. IBM and HCL America Cary, NC

System Representative for Anthem Oct 2016 – Sep 2020

• Configured and tested Avaya one-x softphone on end-user systems, ensuring optimal functionality.

• Utilized hands-on experience with SCCM to efficiently push software and streamline deployment processes.

• Worked seamlessly with ServiceNow (ITSM Tool) to track and resolve issues, ensuring comprehensive resolution and customer satisfaction.

• Diagnosed system errors, addressed inquiries via multiple channels, and coordinated with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades. Education

Delhi University Delhi, India

Bachelor of Arts Class of 2002

Political Science and Economics

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