Technical Support-L4 Partner Engagement Dedicated Tech
Position ID L4-03012
WORK EXPERIENCE
Technical Support L4-Partner Engagement
ConnectWise
24th November 2022 – Present
Mumbai
Achievements / Tasks
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.
· Performed Microsoft Office 365 tenant-to-tenant mailbox migration.
· Managing users, licenses, and groups in Office 365.
· Migrated on-premises Active Directory to Azure Entra ID
· Performed Migration from third-party email server to Exchange Online.
· Built and set up a new O365 tenant and provided day-to-day support on Exchange Online.
· Advanced Active Directory experience and Administration.
· Advanced DNS management experience
· Active Directory Setup
· AD Group Policy management.
· O365 mailbox migration.
· Patch Management
· PowerShell scripting knowledge.
· Exchange server administration.
· Windows server administration.
· Hyper-V administration.
· Prepared scripts and used ConnectWise Automate to deploy software, uninstall software.
· Working on alerts generated by servers, service requests by the client, and projects.
IT Senior Manager
NTT Data
24th July 2017 Date – 21st November 2022
Bangalore
Achievements / Tasks
· Managing Windows 2019/2016/2012/2008 servers, Active Directory services, DNS, Hyper-V, windows clustering environment and Exchange servers.
· Handling escalations of unresolved calls related to Active Directory, Windows Cluster 2016/2012/2008.
· Analyzing Root cause analysis (RCA) for major issues that occurred in our client environment.
· Attending “Service Delivery Review” Meeting with Client to share the performance of the Team, Highlights, Lowlights, and Challenges.
· Identifying Risks in Customer infra & sharing mitigation plan, conducting technical and compliance audit internally.
· Creating and modifying Group Policies
· Creating, modifying scopes, and managing reservations on the DHCP Server.
· Creating, managing Folder permissions and access on File Share Servers
· Monitor and manage SLA breaches and take corrective actions.
· Responsible for new account transition for support and delivery.
· Baseline for the Monitoring templates and fine-tune for noise-making CI, Automation, wherever possible, for repeat incidents
· Rooster Shifts for the support teams, track leaves and individual performance.
· Implementing changes on the Infra after doing through Impact/Risk analysis as per the Change Management process and closing the Change Request with proper artifacts
Service Delivery Consultant III
DXC Technology
5th March 2014 – 14th July 2017
Bangalore.
Achievements / Tasks
· Supporting & Managing Active Directory for Windows server 2012/2008
· MS Exchange 2010 & MS Exchange 2007 administration–troubleshooting, Configuration, Capacity planning, configuring Receive and send connectors, creation of e-mail address policy, Automating the user management activities with Exchange Management shell, Exchange disaster recovery, Recovery database, Transport rule, built in anti-spam agents etc.
· Supporting & managing Virtual Infrastructure on MS Hyper V
· Supporting and managing Microsoft Exchange 2010 (DAG) in High availability cluster environment with distributed Server Roles across physical sites.
· Managing & Administering Windows Operating system 2012, 2008, 2003
· Managing Windows Cluster 2012, 2008
Support Engineer
Microsoft India (R&D) Pvt. Ltd.
22nd July 2013 – 20th February 2014
Bangalore
Achievements / Tasks
· Providing technical support to Premier Customer on Exchange 2003,Exchange 2010 & Exchange 2007
· Troubleshooting issues in Microsoft Exchange 2010 and Microsoft Exchange 2007.
· Handling escalations of unresolved calls related to MS Exchange.
· Providing root cause report to customer.
Technical Specialist – Server Management
Wipro Infotech
20th Oct 2008 – 19th July 2013
Mysore
Achievements / Tasks
· Managing Win2003 & Windows 2008 Active Directory services, Windows Cluster 2003/ 2008.
· Troubleshooting issues in windows clustering environment.
· Part of Problem Management team and taking care of high priority tickets, major incidents, repeated incidents and major change tickets related to Messaging domain -MS Exchange & Windows technology -windows cluster, Active directory, DNS etc.
· Identifying Risks in Customer infra & sharing mitigation plan, conducting technical and compliance audit internally.
· MS Exchange 2010 & MS Exchange 2007 administration–troubleshooting, Configuration, Capacity planning, configuring Receive and send connectors, creation of e-mail address policy, Automating the user management activities with Exchange Management shell, Exchange disaster recovery, Recovery database, Transport rule, built in anti-spam agents etc.
· Supporting and managing Microsoft Exchange 2007 (cluster mailbox – SSC, CCR & SCR) and Microsoft Exchange 2010 (DAG) in High availability cluster environment with distributed Server Roles across physical sites.
· Implementing changes on the Infra after doing through Impact/Risk analysis as per Change Management process and close the Change Request with proper artifacts
Engineer – Server Management
Nexpro Solutions
27th December 2007 – 25th September 2008
Mumbai
Achievements / Tasks
· Managing Win2003 , Windows 2000 server& Active Directory services, Windows Cluster 2003, file server
· Installation and configuration of MS Exchange 2007
· Part of Management team for migration of Lotus Notes to MS Exchange 2007
· Bulk import and export of AD and Exchange Data using Exchange Command Shell and Power Shell
· Daily Review of Server Check list of critical servers
· Installation of ADC and Exchange 2007 Server with CAS, Mailbox & Hub role
SKILLS
Active Directory Management, Azure Active Directory (Entra ID), Windows server 2003/2008/2012/2019/2022, Windows Failover Cluster, Windows Network Load Balancing ,Microsoft Certificate Authority Server, Windows PowerShell Scripting, DNS, DHCP, File Server, Print Server, MS Exchange Administration 2007/2010/2019, Microsoft 365 ,Proofpoint SMTP gateway, BitTitan tool, Azure AD connect, Azure Administration ,Microsoft Hyper-V, ServiceNow, ConnectWise Manage, ConnectWise Automate ,ConnectWise ScreeConnect, Exchange Online Administration
CERTIFICATIONS
AZ-800 Administering Windows Server Hybrid Core Infrastructure (Udemy)
AZ-104 Microsoft Azure Administrator(Udemy)
Identity & Access Management - Entra ID (Udemy)
SC-300 Course: Microsoft Identity and Access Administrator (Udemy)
AZ-700 Designing & Implementing Azure Networking with SIMS (Udemy)
Hyper-V on Windows Server 2022 (Udemy)
Active Directory: Deploying and managing Certificate Service (Udemy)
Veeam Backup and Replication 11 (Udemy)
TRAINING
ConnectWise RMM
ConnectWise ScreenConnect