Technical Support-L3 Partner Engagement Dedicated Tech
Position ID L3-00288
WORK EXPERIENCE
Technical Support-L3 Partner Engagement
ConnectWise
07/2022 - Present
Mumbai
Achievements / Tasks
· Administration of Active Directory, GPO
· Exchange servers’ maintenance and Disaster
· Recovery (Patch update and upgrades)
· Managing Office 365 Admin Center and
· Exchange Admin Center (Hybrid Environment).
· Cutover\Hybrid migration with MigrationWiz Tool.
· Users calendar permission and delegation.
· Mail Flow and Protection: Malware Filters, Connection Filters, Spam Filters, Outbound Spam, Blacklisting, Quarantine, Transport Rules, Message Trace, Connectors.
· Recipient/User Management: Managing Resources i.e. Mailboxes, Distribution Lists, DDL, O365 group, O365 Mailboxes, Shared Mailboxes, Calendars, Room Mailboxes, Mail Contact, Mail Users, Recovering mailboxes and users, etc.
· SSL Certificate management by GoDaddy, buy new certification, renew, import, export.
· Management of Barracuda email security Gateway.
· Taking care of Sonicwall firewall maintenance, rules, security changes.
· Manage and configure DHCP, DNS servers.
· Management of Azure VMs.
· Management of HyperV servers.
· Manage and configure Datto and Veeam backup and replication.
· Taking care of servers Offline, Disk, RAM, CPU alerts through CW Automate server.
· Maintenance of Windows servers like any resource addition RAM, CPU, Disk & Windows updates.
· Troubleshooting of desktop applications, server Issues.
· Manage/Configure SentinelOne Antivirus.
Automation & Integration
ConnectWise RPA
· Configured integration for RPA workflows, including Microsoft 365, SentinelOne, and Bitdefender, ensuring seamless automation across platforms.
· Developed and maintained RPA Workflow Templates to streamline repetitive processes and improve operational efficiency.
· Utilized ASIO Platform’s Hyper Automation Dashboard to monitor and optimize workflow performance.
· Implemented bot permissions and managed access controls for RPA workflows, enhancing security and compliance.
· Executed predefined workflows such as user onboarding, offboarding, and group membership updates, reducing manual effort and turnaround time.
· Gained proficiency in workflow automation concepts and bot functionality to support process optimization initiatives.
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.
Technical Support Engineer - Dedicated Tech
ConnectWise
08/2020 – 07/2022
Mumbai
Achievements / Tasks
· Active Directory deployment and Decommissioning
· Working with FSMO Roles, transfer and seizing FSMO Roles.
· Performed Authoritative and non-Authoritative AD restore.
· Installation configuration of DNS, DHCP, Servers, the configuration of Zones and Scopes. Failover appliances in the provisioning tool on case-to-case basis.
· Implementing Group policies as per the request under proper change Management.
· Patch Management, Anti-Virus support.
· Knowledge of Microsoft Azure: Configure VM, storage accounts, resource groups, network, etc.
· Installation/Configuration of Azure: Configure VM, storage accounts, resource group
· Administration of Exchange Server 2010/13/16.
· Troubleshooting Inbound/ outbound mail flow related issue.
· Administration O365 mailboxes\Groups.
· Third-party vendor management.
· Managed the backup on Datto, C247, Veeam, Backup Assist, and Azure Backup.
Level 2 Technician
Continuum Managed Solution Private Ltd
July 2012 – September 2019
Mumbai.
Achievements / Tasks
· Installation, Configuring and managing AD /DHCP /DNS Services on 2003, 2008, 2012 & 2016 Servers.
· Performs Security Health Checks of Windows Servers and other compliance related activities.
· Working on Microsoft Exchange 2010 & 2013 and Microsoft Office 365 troubleshooting issues related to Mail Flow.
· DHCP database corruption, backup & Cleanup issues creation of IP address scopes as well.
· Managing DHCP issue with the domain environment and resolving the issues related specifically to the event viewer as and when logged.
· Access rights design and management on file servers. Proper usage of security groups to manage the access levels in the domain environment.
· Troubleshooting Windows server backup issues, VSS writers issue, etc. Backup problems were investigated with the help of the error and warning event triggered in the event viewer. Backup and restore on domain controller.
· Analyzing the windows server crash issues and applying the fixes and security updates as required.
· Proactive measure were taken to avoid such failures. Configuring page file, and crash dump settings.
· Upgrading the system files binaries with the latest updates.
· Troubleshooting network problems and conflicts.
· Suggest Configuring and managing AD, DNS, GPO’s, DHCP, Antivirus, backup servers in the corporate network.
· Installing and maintaining various standard software as per user requirements.
· Configuring and managing print servers.
· Creating VPN connections for remote users.
· Maintaining the network devices firmware and configuration file. Configuring and managing Office 365, Exchange as per client requirement.
· Recommending/Evaluating new solution/product which will meet the company needs in an efficient way.
· Written process documentation with regards to any task carried out by me which will help the colleagues for future reference or training purposes.
· Providing support to mobile devices (iPhone, Android).
Associate-IT Engineer
Creative InfoTech
23 August 2010 to June 2012
Mumbai
Achievements / Tasks
· Providing First Call Resolution to client’s/End users.
· Expert on windows 2003 Domain and Workgroup Environment with TCP/IP Protocol.
· Managing Vendor coordination (Purchase, AMC).
· Managing and maintaining Windows Servers & Workstation with windows and Antivirus updates
· Creating users and right access, backups, and file and folder restoration from the server.
· Remote management of site location Servers, Desktop, Net Meeting, VNC Viewer, LogMeIn. Configuring and maintaining Local area network.
· Configuration of Modem, printers, scanner, webcam, etc.
· Configuration of outlook, Administration, Configuring user profile setting.
· End client support for workstations.
· Anti-Virus Management.
Desktop Support Engineer. (HDFC BANK)
Wipro InfoTech
October 2008 to July 2010
Mumbai
Achievements / Tasks
· Handling Floor Inventory
· Installation of all O/S like that XP, VISTA, SERVER2K3, 2K8, WIN-7.
· VPN installation and troubleshooting.
· MS Office Related Issue.
· Installation HP LaserJet (Jet Direct) Printer
· Handling Setup of Windows 2000 Professional, XP, and IBM Desktop and Laptop.
· Providing Support to Local Users for Hardware & Software Problems.
· Worked on call logging system, HP OV and BMC Remedy.
SKILLS
Windows Server Administration, Active Directory/Domain Controller, Azure AD Connect, Exchange Online & Exchange On-prem, Group Policy Configuration, management and troubleshooting, DNS, DHCP, DFS, FTP, Virtualization, Microsoft 365, Azure, Datto & Veeam backup, SonicWall, Meraki Firewalls, Sentinelone, McAfee, ConnectWise Automate
CERTIFICATIONS
Installation and Configuring Window Server 2012 (410).
Administering Windows Server 2012 (411).
Configuring Advanced Windows Server 2012 Services (412).
Core Solutions of Microsoft Exchange Server 2013 (341)
Advance Solution of Microsoft Exchange Server 2013 (342).
Microsoft Azure Cloud Certification (AZ-900)
Microsoft Azure Administrator (AZ-104).
Microsoft 365 Identity and Services (MS-100).
Microsoft 365 Messaging (MS-203).
Microsoft 365 Security Administration (MS-500).
Microsoft 365 Administrator (MS-102)
VEEAM Backup & Replication V12
TRAINING
ConnectWise RMM
ConnectWise ScreenConnect
ConnectWise RPA