Position ID L3-01805
WORK EXPERIENCE
Technical Support-L3 Partner Engagement
ConnectWise
Aug 2021- Present
Mumbai
Achievements / Tasks
· User management and administration in Active Directory
· Creating, managing, deleting user accounts, security groups and OUs
· Worked on issues related to Active Directory (ADDS Installation, FSMO Role transfer, Domain Migration, configuring a new domain, joining a domain and troubleshooted the issues related to Active Directory and DNS
· DNS and DHCP Configuration and management
· Creating, Configuring and managing GPOs
· VMware administration- Managing ESXI Host’s and vCenter Server Installation & Migration
· Creating and managing new VMs, VM and Storage Migration
· VM’s troubleshooting issue related to Performance issues Network and Storage
· Creating and Managing VM’s in Hyper-V, Troubleshoot the VM’s Performance issues, Network and Storage in Hyper-V
· Datto BCDR - Datto Portal Management (Monitoring a backup job daily for each client, Datto Agent installation and configuration for the new client, schedule a backup job, Data/File restoration, Bare Metal Restore, Volume/iSCSI Restore, Local & Cloud Instant Virtualization
· Troubleshoot the issues related to Datto BCDR & Datto Device
· O365 User Management and administration
· IT Glue Management: Onboarding a new client and configuring all the important sections on IT Glue page
· Creating a detailed Check List to perform tasks efficiently
· Managing username and password information
· Creating professional Documents/Knowledge Base Articles in the most efficient way
· Integrating and Synchronizing IT Glue with third party tools and software applications
· S1 EDR: Creating and managing a Client Site and Group Agent Installation, Configuration, Management and Troubleshooting
· Monitoring Incidents, Threats and Alerts daily
· Incidents, Threats and Alerts management and troubleshooting
· Adding exclusions and whitelisting in Sentinel One (S1)
· SonicWall Firewall: Setup and configure WAN GroupVPN on SonicWall to connect Global VPN client (GVC) from client workstation to establish the remote connectivity
· Set up and configure SSL VPN settings on SonicWall Firewall and Client workstation to establish the remote connectivity
· Cisco Duo security portal: Worked on Duo Portal to Configure and Manager users to manage authentication devices and verify identities through push notifications, SMS, or passcodes
· Duo Security provides two-factor authentication (2FA) for network devices (VPNs, switches, firewalls) by acting as a RADIUS server, usually implemented via the Duo Authentication Proxy installed on-premises.
· Setup and Configured GVC users on SonicWall Firewall which could authenticate through RADIUS by using Duo (MFA)
· Domotz (Network monitoring and management tool) - Domotz Agent Installation and Configuration
· Configuring SNMP on the Network Devices(switches, firewalls) , Match credentials (Community String) in the Domotz device profile. Configure firewall settings to allow SNMP traffic between the Domotz Agent and the device.
· Configuring the high priority/severity monitoring alerts for Network Devices and Server (Reboot, Power off and loose the connectivity due to hardware failure or network drop)
· Keeper Vault: One of my most favorite browser extensions and have configured it for multiple clients so far, most of the users are extremely happy with the Autofill feature (KeeperFill) which automatically fills username and password fields on their web applications
· QuickPass – Agent Installation and Configuration to Enable CyberQP to automate the rotation of local administrator passwords on workstations and servers, With Self-Service Password Reset feature, reset end-users AD, Azure AD, and Windows local account passwords without logging into the Server, Set Automatically rotates shared administrator passwords to prevent them from being compromised
· Integration with IT Glue to synchronize the password rotation
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.
Splz. Senior Associate Infrastructure Engineer
Mphasis LTD
May 2018 – July 2021
Mumbai
Achievements / Tasks
· Worked with Wintel Best shore Team
· Diagnosed/ Resolved / Escalated issues with regards to the Windows Server Operating Systems 2003, 2008, 2012 and 2016
· Diagnosed/ Resolved / Escalated issues with regards to VMware Technologies
· Diagnosed/ Resolved / Escalated issues with VMware vSphere and VMware ESXi
· Worked on change requests with regards to upgradation of Windows Server Operating Systems 2003, 2008, 2012 and 2016
· Worked on change requests with regards to Microsoft Monthly Patching work on Windows Server Operating Systems 2008, 2012 and 2016
· Diagnosed/ Resolved / Escalated Hardware issues with regards to the Windows Server Operating Systems 2003, 2008, 2012 and 2016
· Worked on windows Servers (2003, 2008) Decommissioning Request
· Worked on multiple change requests with regards to Windows Server Operating Systems 2003, 2008, 2012 and 2016
Incident Manager
Mphasis LTD
Jan 2015 – April 2018
Mumbai.
Achievements / Tasks
· Practical work experience of Incident handling & Management
· Worked at Ticketing Tools Service Center, Service Manager Service Manager 9, Remedy and Service Now (SNOW)
· Diagnosed/ Resolved / Escalated issues with regards to Network Ports and Server related Queries
· Diagnosed/ Resolved / Escalated issues with regards to Network Down and Severity Cases
· Diagnosed/ Resolved / Escalated issues with regards to Network Monitoring and High Priority Ticket handling
· Diagnosed/ Resolved / Escalated issues with regards to VPN (Remote Access Server-Virtual Private Network) and SSL VPN (Secure Socket Layer - Virtual Private Network)
Sr. Tech. Support Engineer
EDS/Mphasis LTD
March 2008 – Dec 2014
Mumbai
Achievements/Tasks
· Provided Technical support to Internal EDS-UK Employees [ COE Project]
· Provided Technical support to US-Xerox Employees [ Xerox Project]
· Provided Technical support to US-Lilly Employees [ Eli Lilly Project]
· Provided Technical support to UMG Employees [ Universal Music Group Project]
· Provided Technical support to Leverage Desk [ Black and Veatch Project
Technical Support Executive
Stream International
Jan 2007 – Feb 2008
Mumbai
Achievements/Tasks
· Provided Technical Support for DSL, Dialup and Wireless Connection, ISP (EarthLink).
· Provided support for Software like EarthLink Web mail, Outlook 03, Norton Anti-virus, Norton 360, Incredimail, EarthLink total access, PC fine Tune Software, Protection Control Center, Home Networking, Internet explorer 4, 5 and 6.
· Upsold EarthLink Software Applications
· Provided support for DSL modems, routers and Wireless Network
· Achieved the set parameters of EarthLink.
· Ensured the targets are met at the end of the month.
Field Support Technician
Medusa Infotech
July 2004– Nov 2007
Mumbai
Achievements/Tasks
· Computer Assembling (Pentium 4 HT (Prescott), Pentium 4 Extreme Edition, Celeron D)
· O.S Installation (Win 98, Win 98 Second edition, Windows Me, Windows XP and XP SP2 and Windows Vista)
· Display, Sound, LAN and Graphic Driver Installation
· Ms Office 2003 to 2007 and Tally Accounting Software Installation
· PC Troubleshooting
· Maintenance
SKILLS
AD Management, Configuration & Migration (ADDS, DNS, DHCP & GPOs), Virtualization: VMware vSphere & Hyper-V, ConnectWise RMM, ConnectWise ScreenConnect, IT Glue Management, O365 Administration, S1 EDR, Datto BCDR ,Datto RMM, Domtoz, Keeper Vault, Cisco Duo Portal, QuickPass CyberSecurity, COVE & Axcient BCDR
CERTIFICATIONS
AZ-104: Microsoft Azure Administrator
Certification number: 21274235
ITIL V3 Foundation Certified
Certification number: 5157913.20318779
Microsoft Certified Professional (MCP)
Certification number: X14-33252.X1415155 (Expired)