Akshita Katoch
Junior System Administrator
Chandigarh
Summary
Junior System Administrator with 2 years of experience in an MSP/NOC team, supporting a large managed services client across many downstream organizations. Works P1-P4 tickets daily, with hands-on experience in firewalls, wireless and switching platforms, server alerts, and client and ISP communication. Began in L1 help desk support and moved into infrastructure and network operations.
Overview
4
4
Certifications
4
4
years of professional experience
Work History
Junior System Administrator
IT By Design
09.2024 - Current
- Support a managed services client with 50+ downstream organizations and 14,000+ managed endpoints (servers and workstations) in Kaseya VSA as part of the NOC team.
- Work tickets across P1 to P4 priorities in ConnectWise.
- First point of response for server alerts such as offline servers, drive failures, and drive expansion requests, using iDRAC, iLO, vCenter/vSphere, Hyper-V Manager, and Platform9.
- Work with firewalls (FortiGate, Palo Alto, SonicWall, WatchGuard, Cisco Meraki) and with switches and access points on Cisco Meraki, Juniper Mist, HPE Aruba Central, and FortiAP.
- Monitor client infrastructure using LogicMonitor, PRTG, and NinjaRMM; hold admin rights to change monitored resources.
- Coordinate with ISPs on circuit issues and keep clients updated until they are resolved.
- Communicate with clients daily to troubleshoot network and infrastructure problems.
- Assisted with client contract review and onboarding, including verifying credentials for servers, switches, and access points.
Customer Service Specialist
Tech Mahindra
02.2023 - 08.2024
- Delivered first-level support to customers by email, help center, and support tickets.
- Accessed support applications and virtual desktops through Citrix Workspace to log tickets, review customer accounts, and handle support requests.
- Streamlined communication for improved customer experiences through effective listening and problem-solving skills.
Education
Masters in Arts - English Literature
Indira Gandhi National Open University
Delhi, India 04.2001 -
Bachelor in Computer Application - Computer Applications Development
Himachal Pradesh University
Shimla, India 04.2001 -
High School Diploma -
Laurel Public School
Kullu 04.2001 -
Diploma in Computer Application -
GI Teach
04.2001 -
Skills
DHCP configuration
Network troubleshooting
System monitoring
Group policy management
Remote desktop services
DNS management
Active directory
Wireless networking
Technical troubleshooting
Certification
Practical AI for MSP Engineers
Timeline
Junior System Administrator
IT By Design
09.2024 - Current
Customer Service Specialist
Tech Mahindra
02.2023 - 08.2024
Masters in Arts - English Literature
Indira Gandhi National Open University
04.2001 -
Bachelor in Computer Application - Computer Applications Development
Himachal Pradesh University
04.2001 -
High School Diploma -
Laurel Public School
04.2001 -
Diploma in Computer Application -
GI Teach
04.2001 -