Sarang Phansalkar

Experience

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  Orange Business

  Apr 2008 - Jun 2010

  L1 Engineer - Server Monitoring

  Designation: - L1 Engineer - Server Monitoring Worked as L1 support Engineer for Server Monitoring (NOC). Server monitoring for alerts like (High CPU, Disks utilization & other services) Monitoring Alerts, taking necessary action and creating tickets for the alerts. Identifies and confirms performance problems and notifies Managers/ Leaders and Intimating client through mails and voice. Working on Trouble ticketing systems in Manage Now after coordination with clients. Show less

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  Allied Digital Services Limited

  Jun 2010 - Jan 2013

  L1 Support Engineer (NOC)

  Designation: - L1 Support Engineer (NOC) Monitoring production servers using Monitoring tools N-central Standard server monitoring support for (High CPU, Disks utilization & service down) Event monitoring and taking necessary action on alerts. Creation of Incidents, Service Requests as per the request. Identify and respond to incidents, qualify incident impact and urgency. Communicate with the customer, both verbal as well as through email. Documentation of the call handled and detailed analysis of every call. Show less

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  Wipro Limited

  Jun 2013 - Mar 2021

  Office 365 Technical Support Engineer-Subscription Management

  Designation: Office 365 Technical Support Engineer-Subscription Management. Roles and responsibilities:Deliver technical support to MS Office 365 Customers. Assisting customer from NOAM & EMEA time zone in their queries with O365. Office 365 Admin Centre-navigation and Knowledge of Admin roles in O365. Office365 deployments, user account setup & configuration of O365 services. Troubleshooting O365 Apps Installation, Activation and User Authentication. O365 Subscription Management (Adding/Removing /Assigning) of licenses. Co-ordinate with re-solver team to get the latest update about the impacted services. Executing various SOP & maintain knowledge base of fixes and technical tips. Show less

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  Allied Digital Services Limited

  Aug 2021 - now

  L2 Support Engineer – NOC RMS Windows Server Patch Management. (Incident and Change Management)

  Managing Server lifecycle for patch management for the Windows Server 2012, 2016, 2019 and 2022 environment. Deploying and managing identified OS security vulnerabilities and applications across the environment and maintain records of the same. Scanning and deploying Patches on VM’s through Ivanti Security Controls (Shavlik). Ivanti SC Agent installation, Creating Machine Group's, patch group, adding and removing servers in groups from Ivanti SC (Shavlik) as per client requestDownloading patches after patch Tuesday and blacklisting & whitelist those patches and Sending for customer verification and approval. Managing Snapshots for VM's (taking, deleting and reverting snapshots) on Azure, VMware, Hyper-V Troubleshooting Ping down status / service down / high Disk utilization of server after patchingTroubleshooting update failure and installing patches manually through MS update catalogue or by using CLIPerforming and creating QA reports for servers on which patched successfully. Experience on ConnectWise Control remote support software tool & PRTG Network Monitoring Tool. Incident and Change Management-Coordinator. Creation of Incidents, Service Requests, Service Changes as per the request. Manage P1/P2 and Escalated Incidents, involve/ coordinate concern team & follow-up till resolution and deliver high quality technical updates to customers. Ensuring all Critical & Major Incidents are addressed within SLA. Driving bridge calls between resolver teams for Major impacted issues. Make sure CR is Implemented on time and status is updated as per SLA. Creating SOP / technical documents regarding the technical issues managed under the Major Incidents and Problem categories to resolve customer’s issue. Manage Post Incident Report requests. Completing weekly, monthly trend analysis to narrow down the root cause of recurring incidents and raising problem tasks as part of the outcome of trend analysis. Generate and share Daily & Weekly Management Reports. Show less