Merlinrose Nadar
Dublin
Summary
Experienced Technical Support Specialist with over 4 years in resolving complex client and end-user issues within Windows, macOS, and virtual environments. Expertise in diagnostics, root cause analysis, and knowledge base documentation. Holds an MSc in Cyber Security (First Class Honours) from Technological University Dublin, ready to deliver support to IBM clients and contribute to a global support team.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Technical Support Specialist
Morningstar Inc
Mumbai
03.2024 - 08.2025
- Troubleshot client issues across Windows, macOS, virtualisation, and networking, including access-related issues, product updates, and deployments.
- Resolved escalated technical issues for internal users and external clients on Morningstar's enterprise product
- Documented client cases in Salesforce for tracking and resolution, managing escalations to engineering in Jira
- Wrote and updated product documentation, contributing to support process improvements
Colleague Support Engineer /IT Support Engineer
VMware, Inc
Bangalore
06.2022 - 12.2023
- Supported users and executives across email, live chat, Slack, Teams, and Zoom, achieving high user satisfaction
- Resolved high volume of support tickets within SLA, analysed escalations to identify and address SLA gaps
- Performed root cause analysis using diagnostic tools (UEM, DEX) to resolve complex hardware, software and OS issues
- Set up and administered VDI and Domain VPN systems and supported users with complex VDI issues
- Managed Office 365 and mobile device management (MDM), and documented solutions in the HelpNow+ knowledge base
- Automated manual support tasks using Power Automate and created Power BI dashboards for leadership reporting
Desktop/Remote Support Engineer
Reliance Industries Limited
Navi Mumbai
04.2021 - 04.2022
- Installed, upgraded, and troubleshot Windows OS, applications, hardware, and peripherals to ensure optimal user experience
- Deployed patches and software via SCCM, managing user access in Active Directory to maintain system security
- Configured VDI and Domain VPN while documenting resolutions in HPSM to streamline support processes
Technical Executive -MCE
Whitehat Education technology Pvt. ltd
Mumbai
06.2020 - 12.2020
- Provided service desk support to teachers by logging and escalating tickets in ServiceNow to ensure timely resolution
- Delivered software training while managing standard software installation and Active Directory access to facilitate user onboarding
Junior IT Recruiter
Shorewise Consulting
Mumbai
01.2020 - 06.2020
Trainee Recruiter
RTech information systems
Mumbai
04.2019 - 01.2020
Education
Master of Science - Applied Cyber Security- First-Class Honours
Technological University Dublin
Dublin, Ireland 01-2026
MSC - information technology
Pillai's college of arts commerce and science University
Mumbai01-2018
BSC - information technology
Oriental college of commerce and Technology University
Mumbai01-2016
Skills
- Endpoint management
- Virtualisation networking
- Security protocols
- Technical troubleshooting
- Desktop support
- Hardware support
Certification
VMware Security Technical Associate
Websites, Portfolios, Profiles
http://www.linkedin.com/in/merlin-rose-20ba59210/
Awards and Recognition
Best Performer, VMware's "At Our Best Awards",
Insightful and Inspiring Talk Award, Women Who Code, VMware Chapter, Technical Expert, Indian Institute of Science (CySeck Event)
Volunteering Experience
- VMware Chapter, Technical Expert, Actively participated as a member of the Women Who Code chapter at VMware., Organized and managed numerous technical events and initiatives to promote diversity and support women in technology., Collaborated with a diverse group of professionals to foster a supportive and inclusive tech community., Contributed to the planning, promotion, and execution of coding workshops, seminars, and networking events., Worked closely with local and global Women Who Code teams to align chapter activities with broader organizational goals., Demonstrated a commitment to fostering a diverse and inclusive tech culture within VMware.
- Indian Institute of Science (CySeck Event), Technical Expert, Presented a hands-on lab for Carbon Black and vSphere to 70 professors, an opportunity provided by VMware leadership., Received high praise from the leadership team and an appreciation certificate from the Indian Institute of Science for the success of the event.
Hobbies and interests
- Gym and fitness: training regularly with a disciplined routine
- Maintaining a healthy, balanced lifestyle
- Socialising and meeting new people
- Music and dancing
Timeline
Technical Support Specialist
Morningstar Inc
03.2024 - 08.2025
Colleague Support Engineer /IT Support Engineer
VMware, Inc
06.2022 - 12.2023
Desktop/Remote Support Engineer
Reliance Industries Limited
04.2021 - 04.2022
Technical Executive -MCE
Whitehat Education technology Pvt. ltd
06.2020 - 12.2020
Junior IT Recruiter
Shorewise Consulting
01.2020 - 06.2020
Trainee Recruiter
RTech information systems
04.2019 - 01.2020
Master of Science - Applied Cyber Security- First-Class Honours
Technological University Dublin
MSC - information technology
Pillai's college of arts commerce and science University
BSC - information technology
Oriental college of commerce and Technology University