Position ID L3-00040
WORK EXPERIENCE
Technical Support-L3 Partner Engagement
ConnectWise
October 2011 - Present
Mumbai
Achievements / Tasks
· Advanced AD Experience and Administration.
· Advanced DNS Management.
· AD Setup and Migration
· AD Group policy Management.
· Windows and Third-party Backup.
· Working on project tickets such as O365 Migration Email Security & Unifi Network device.
· Worked on Barracuda Backup data migration.
· Worked on different server issues, Active directory Azure AD issues.
· Coordinating with different hardware vendors, ISP, and application providers.
· Working with end clients for escalated problem resolution.
· Maintenance of Antivirus portal, Patching and working on Dell.
· O365 administration and MS Azure Administration, also checking the Sync issues.
· Office 365 Group Management
· Resources & Shared Mailbox Management
· O365 Condition Access and MFA
· Performed the troubleshooting and reinstallation of Microsoft Entra Connect (Azure AD Sync Tool)
· Providing L3 Support for Exchange and AD to Continuum managed services (US and UK clients)
· Remote support to US & UK based MSPs (Managed Service providers) for Different Versions of Exchange Servers (2007/2010/2013 &2016), Active Directory & O365
· Managing and Monitoring the Servers with the help of Saaz Application (Monitoring and Ticketing Software) & perform appropriate troubleshooting steps to resolve the issues on the Exchange servers.
· Managing, Monitoring and Troubleshooting Exchange Server remotely using SAAZ Remote Console, LogMeIn or VNC.
O365:
· Office 365 Deployment & Managing Domains in Office 365.
· Analysis Emails, Spam, Phishing Emails as well Audit report.
· License Issue, MFA and Condition Access
· Troubleshooting on O365 Users & Group.
· Administrative task work in Office 365 and Azure AD Connect Tool.
· Export PST using eDiscovery
· Troubleshooting on Directory synchronization issues.
· Azure AD Sync Tool—Hard and Soft Match
Exchange:
· Messages that are stuck in queues, Spam messages, Connectors and Mail flow routing issues for Exchange Server.
· Performing Soft & Hard Recovery of the Exchange Database.
· Hands on experience to Repair the corrupted Database using Eseutil utility.
· Setting up the online and offline Defragmentation for Exchange Databases.
· Applications MS OUTLOOK 2000,2003,2010, 2013 & 2016.
· Setting up the Disclaimers and configuring the email routers as requested by the customers.
· Troubleshooting of TLS Certificate, Auto discovery, Active sync and Outlook Connectivity issues.
· Hands on experience on clustering technology using Exchange 2007/2010(DAG),2013 & O365.
· Troubleshooting on Exchange Database Store, setting the limitation for Mailboxes, and issues related to Information store.
· Working with Antivirus software such as AVG, Trend Micro, Symantec Mail security for Microsoft Exchange server and McAfee.
Active Directory:
· Performed Active directory database repair including Offline Defragmentation.
· Active directory backup and Restore (Authoritative & Non-authoritative Restore)
· Performed FSMO role transfer/seizure on domain controller.
· Troubleshooting Replication, DNS, DHCP, Time, removing failed DC (Metadata Cleanup), Promote / Demote DC
· Performed DHCP scope creation, IP address Reservation and Exclusions.
· Managed an Active Directory site; replication schedules, site links and boundaries, used ADUC to create and manage computer, user and group accounts in an Active Directory environment.
· Basic concept of Group Policy
ConnectWise RMM
· Monitored health and performance of Windows, macOS, Linux systems, and network devices.
· Managed OS and third-party patching to maintain security and compliance.
· Executed advanced remote tasks using multi-line scripting and AI-assisted script generation.
· Generated and analyzed reports on endpoint health, patch compliance, and key performance metrics.
ConnectWise ScreenConnect
· Initiated and managed remote support sessions with end users.
· Guided users through connection processes using session codes or links.
· Performed basic troubleshooting while maintaining effective communication.
· Adhered to security protocols, including authentication and permission management.
NOC Engineer
Zenith InfoTech Ltd
July 2007 - Sep 2011
Mumbai
Achievements / Tasks
· Remotely Managing Server related issues for US, UK & Australia based clients.
· Projects include a predefined series of Policies which are generated by a set of Tickets and Service Requests from clients.
· Worked on Exchange Issues related to Database Corruption, Permission and Mail flow.
· Analyzing Server and identifying Risks and Issues associated.
· Delivering Online Solution and Ensuring that the Server Issues are sorted out before it becomes critical.
· Troubleshooting Exchange 2007, Exchange 2010 and Exchange 2013 Content Index State issues on Database
· Administering Mixed mode environment of Exchange 2003, 2007, 2010 and 2013
SKILLS
Incident and Ticket Management, AD and user management, Exchange and mail flow administration, Barracuda backup troubleshooting, Patching and Antivirus Management, VMware & Hyper-V Administration, Azure Administration, O365 administration, IT Glue, ITS portal, ConnectWise Agent, Autotask Ticketing portal Experience, Multitasking, Good Communication Skills, Adaptability, Vendor & Client Management, Decision Making
CERTIFICATIONS
Microsoft Certified Professional.
Microsoft 365 Certified: Messaging Administrator Associate.
Microsoft® Certified Technology Specialist: Microsoft Exchange Server 2010, Configuration.
Microsoft Certified: Identity and Access Administrator Associate.
Microsoft® Certified Technology Specialist: Microsoft Exchange Server 2010, Configuration.
Microsoft Certified: Azure Administrator Associate (Legacy)