Sereth MacWan

Technical Support Engineer @IBM

Toronto, ON, CA

Providing technical support to the internal employees of the client companies, including problem determination, resolution, and escalation as needed.•Provide support over the phone, chat, and email.•Participate in projects adhering to ITIL practices as a team member.•Create and maintain knowledge base articles for systems, network devices, processes, procedures, and end users.•Provide after-hours and on-call support for infrastructure-related emergencies as well as occasional after-hours maintenance.•Remotely manage the installation and configuration of hardware, software, and peripherals.•Work on problem tickets - root cause analysis, implementing countermeasures, preparing reports for management.•Multi-factor Authentication Administration for Duo, Microsoft Authenticator, Google Authenticator, Okta•Act as Tier 3 escalation point for support issues.•Proactively managing high severity and priority incidents from identification to resolution.•Collaborating with other internal/external IT resources to identify problems and restore services.•User management, troubleshooting account access, and computer management.•Microsoft Azure Services, ADFS, Identity and Access Management.•Work with a portfolio of Platform Engineering Services clients under IBM Consulting including but not limited to tech giants, healthcare platforms and services, hospitals, and other major business areas.

Mar Gregorios Memorial School, Vadodara

High School

ITM Group of Institutions

Bachelor of Technology (B.Tech.)

George Brown College

Postgraduate Degree

California State University San Marcos

Master of Science - MS

Nyack College

Associate of Science - AS