WORK EXPERIENCE

Technical Support-L2 Partner Engagement Dedicated Tech

ConnectWise

20-December-2022- Present

Pune

Achievements / Tasks

·        Monitor email, Teams, OneDrive, SharePoint, shared drives, calendars, contacts, tasks, and desktop backups using Dropsuite and MSP360 backup portals.

·        Review logs in to ThreatLocker and approves or deny requests based on user requirements and security policies.

·        Unblock websites through the DNS filtering portal based on user requests and valid business justifications.

·        Monitor logs in to the Conceal Browser portal and resolves user issues related to blocked activities.

·        Investigate and respond to SIEM tickets for any suspicious activities detected on user endpoints.

·        Manage SentinelOne portal with administrative responsibilities.

·        Administer ConnectWise RMM, including user account creation, access management, organization setup, policy implementation, and weekly Windows patching.

·        Install and configure security tools on user devices using Screen Connect backstage or PowerShell scripts.

·        Perform server monitoring as a NOC Engineer.

·        Support project activities involving server maintenance, including weekly reboots, service checks, event log reviews, and post-reboot backup verification.

·        Troubleshoot client server alerts and tickets based on issue severity and conditions.

·        Monitor and resolve Active Directory-related alerts.

·        Handle DNS and DHCP alerts and issues.

·        Perform server reboots when required for maintenance or issue resolution.

·        Manage and support email security tools such as Avanan.

 

Senior Service Desk Engineer

SunGard Availability Services

23rd June 2017 – 16th December 2022

Pune

Achievements / Tasks

·        Worked as tier 2, hence helped tier 1 engineers with their queries and issues.

·        Had good exposure to working within an ITIL Framework Environment to maintain the SLA and follow the Incident Criticality procedure.

·        Gained exposure and knowledge on the ticketing tool Service Now.

·        Worked on emails, routed tickets to the next level team according to the nature of the ticket.

·        Managed major incidents (e.g., sent communications to users, coordinated with the concerned team.

·        Managed major incidents (e.g., sent communications to users, coordinated with the concerned team.

·         Managed distribution lists and SharePoint sites.

·        Managed major incidents (e.g., sent communications to users, coordinated with the concerned teams).

·        Managed distribution lists, SharePoint sites, shared calendars, O365 accounts, OneDrive, and email delegate accesses. Also created and deleted Teams and added or removed software from software center.

·        Had exposure to knowledge on ITIL services operation (incident, problem, and request management).

·        Performed remediation activities to increase the compliance score.

·        Managed ticketing system, worked on Service Now, and managed request tickets and incident tickets.

·        Managed various tasks such as software installation, access requests, onboarding, offboarding tickets, etc.

·        Troubleshot various issues related to McAfee Endpoint and Virtual Private Networks, internet issues, Outlook issues, laptop and printer issues, network issues, etc.

·        Protected systems, servers, virtual machines, and data from viruses by installing antivirus software such as Symantec and McAfee.

·        Created knowledge articles every month and generated daily dashboard reports.

 

Team Lead- Service Desk

CMS IT Services

April 2016– September 2016

Lodi Road, New Delhi

Achievements / Tasks

·        Troubleshot and resolved problems for users in laptops, desktops, printers, operating systems, internet connectivity, MS Office, and SAP.

·        Provided support to 5000+ end-users (including 50+ VIP users) through phone, email, and remote assistance. Monitoring of Network, Server, Printers, Incidents & Request tickets.

·        Monitored network, servers, printers, incidents, and request tickets.

·        Performed user management activities and provided basic support in SAP.

·        Conducted quality checks on tickets and calls of the service desk and provided feedback to individuals/teams for improvement.

·        Published outage communications, managed team rosters, handled team leaves, and managed team escalations.

·        Generated reports such as ticket aging analysis, dashboards, daily and weekly reviews, and service desk KPIs.

·        Proficient in tools like Manage Engine, Active Directory, MS Office 2010, MS Communicator, SharePoint.

 

Team Lead- Service Desk

Renovision Pvt. Ltd. Delhi (Franchise of Wipro InfoTech Ltd.)

Client- Delhi International Airport Limited (DIAL)

May 2013– July 2015

New Delhi

Achievements/Tasks

·        Detected, logged, categorized, prioritized, and distributed incidents.

·        Followed up in real-time and continuously with global and local support teams for incident resolution.

·        Managed and coordinated activities throughout the ticket lifecycle.

·        Ensured that incident records were fully updated before handover to problem management.

·        Sent all incident notifications according to agreed-upon processes.

·        Functioned as a single point of contact for P1 and P2 incidents and took responsibility for issue remediation.

·        Recorded incident and problem analysis outputs in the incident/problem management database.

·        Resolved incidents or implemented workarounds for recovery.

·        Engaged resolver groups/teams necessary to drive incident or problem tickets.

·        Led problem investigation calls and ensured required resources were available.

·        Developed incident management processes and procedures.

·        Ensured service improvement plans were in place.

·        Verified adherence to incident/problem management processes and provided feedback on any discrepancies.

·        Reviewed incidents, change, and problem tickets to ensure ticket quality.

  

 

SKILLS

On-Premises Active Directory Domain Services, Azure Entra ID, M365 administration, ThreatLocker, Sentinel One, MSP360 Backup & Droupsuite, Conceal browser, DNS Filter, ConnectWise Manage ticketing tool, ConnectWise ScreenConnect, Connectwsie RMM, Connectwise SIEM- Perch security, PowerShell scripting, Server Monitoring (All server issues)

 

 

CERTIFICATIONS

ITIL V4 foundation Certificate in IT Service Management

Certificate number-GR750402458PB

EDUCATION

B-Tech in Electronics & Telecommunication from KSOU- Distance Education

Karnataka State Open University

04/2011 – 07/2014

Rohtak, Haryana