Position ID L3-01676
WORK EXPERIENCE
Technical Support-L3 Partner Engagement
ConnectWise
15 June 2021 - Present
Pune
Achievements / Tasks
· Hands on experience with ConnectWise Application like Manage, Automate, ITS247, ITGlue, Datto Backup, Perch, Fortify end point security etc.
· Handling assigned tickets and making sure issues are resolved within SLA.
· Handling windows server patching Activities on weekend and monitor if any server is outdated.
· Monitoring ticket board and assigned task/tickets.
· Sophos installation and uninstallation along with Mailflow set up as per requirement.
· Mobile Device Management, Make sure Office applications are configured on phone.
· Checking DC with multiple sites if any AD replication issue occurs (Time Sync Issue, Meta-data Cleanup, Promote / Demote DC. Tombstone, lingering, etc.)
· Handling Shared drive queries like access requests, mapping shared drive, permissions, etc.
· Work on local and network printers.
· Strong interpersonal skills to work with both technical and nontechnical personnel at various levels in the organization.
· Work in coordination with technical support functions for server related troubleshooting.
· Onboarding new hires with account and machine set up.
· Termination of users, remove their access, take away all rights, remove license, create label for equipment to be returned, etc.
Technical Support Associate 2
Convergys EPS
July 2019 – June 2021
Pune
Achievements / Tasks
· Planning & Execution to build the Domain environment.
· Excellent skills on windows 2008, 2008R2, windows 2012, 2012R2, Windows 2016 and Windows 2019 designing & planning.
· Knowledge of Microsoft Windows OS technology including AD Forests, Domains, Trusts, DNS,
· In depth knowledge of DFSR, FRS, Trust, AD Replication, AD Migration.
· Working on tickets for DC Promotion and Demotion issues
· Trust issues on Domain controller or Clients.
· Metadata clean-up activity is being done on weekend.
· Sizing and forced transferring FSMO role.
· Handling issue of SYSVOL replication (D2 and D4).
· Basic understanding of Azure Domain and configuration.
· Provide technical support, including monitoring, reporting, and tool administration. This is most often done without direct interaction with the end-users.
Service Experience Level 1
CompuCom CSI System India Private limited
Jan2017– June 2019
Pune.
Achievements / Tasks
· Mobility MDM Support: Mobile Iron, which includes mobility support for the exchange servers of mobile device including iOS, Android, Windows, etc.
· Checking and generating reports for the non-compliant devices and sending the RCA to next level team
· Active Directory:
User management and group policy ADSADM Portal and server.
Creating, deleting and managing all objects of Active Directory by using GUI, objects like, OU, Users, Groups, computers, shared folders, printers.
Password reset, User authentication, User Management.
· Experience with monitoring applications using Mobile Iron software, Microsoft SSCM, and Major Incident management.
· Supporting all the applications, hardware and network issues and monitoring.
· Monitoring the SLA hourly and daily jobs using multiple dashboards.
· Troubleshooting VPN issues.
· Solving problems related to access management, grant and revoke access (Tool: AGS)
· Shared drive and SharePoint mapping and troubleshooting
· Expertise in Installations and configurations Microsoft Operating system windows 2007,8,10 and MS Office products. Related issues with Internet Explorer, Google Chrome and Mozilla Firefox.
Technical Support Engineer (Level 2)
Mphasis Private Limited
October 2015 – December 2016
Pune
Achievements / Tasks
· Serve Business Partner for solving issues related to computers, laptops and servers.
· Performance issue
· Software related issues like MS Office
· Software Installation/Uninstallation
· Printer related issues
· RemotePc
· HVD and VPN Troubleshooting.
· To coach new trainees in team.
· Provide Feedback to new members in team.
· Schedule weekly roster for the team.
· To conduct team meetings in absence on leader to discuss and address concerns within the team daily basis.
SKILLS
Active Directory, Active Directory Upgradation and Migration, Administrator Office 365,Azure Active Directory, User Identity and Access Management, Troubleshooting end user’s issues, Sophos Email Gateway, FRS to DFSR, Troubleshooting of Domain controller issues like Replication, DNS, DHCP, Time Sync Issues, Metadata Cleanup, Secure Channel Broken, Server Management, Desktop Management, Onboarding and Termination of Users, Performance Issue, Mobile Device Management, Patch Activities
CERTIFICATIONS
Windows Operating System Fundamentals
Security Fundamentals
Networking Fundamentals
Windows Server Administrator Fundamentals