Hardik Mishra

Experience

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  Huawei Technologies

  Dec 2013 - Jun 2014

  Intern RF Engineering

  Daily KPIs monitoring of RF KPIs. Drive Test in Idle & Dedicated Modes for the 2G network. Drive Test Results; Analysis & Reports submission to the customer. Performance KPIs Reporting. OSS System Customer Complaints Visits.

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  Telenor

  Nov 2014 - Apr 2021

  Administration of IPCC UAP signaling, voice, non-voice.Implementation of all changes in line with established IT project management methodologies and resourcesManage close interaction with stake holders and identify business requirements proactively.Maintained System Availability and Uptime 100%.Evaluate RFQ, and FS documents for new projects.Make sure changes and applications are well documented, quality controlled and delivered as per standards.Complete Governance, implementation and change management of complete contact center channels (voice and non-voice )(Web chat, Facebook, Twitter), conventional channels (Inbound/outbound voice, SMSC, email).SIP/API’s troubleshootingIdentify optimization opportunities in, IVR, Routing and Reporting for voice and non-voice.Responsible for OSP network Management.Responsible for Contact Center Applications (Siebel CRM , Billing , Web Chat, etc )Optimization of existing solution HW IPCC/Agent Desktop as per business need.Be a key player in the process of continuous improvement of contact center technologies.Meet business expectations under pressure situations and squeeze solution delivery timelinesHelp in maintaining the locked KPIs closed as agreed in SLA with business/operationsEffectively resolve conflicts amongst internal customersTL9000 Process definition and ensuring compliance.Responsible to perform optimization and performance analysis to achieve required SLA’s and KPI’s w.r.t ITIL standards. Show less User Rights Management via group membership changes in Active DirectoryExchange and Active Directory administration, including new user creation, password and lockout reset.Monitoring the network, performance activity and reporting for any security breach.Responsible for maintaining window servers 2008 /2012, DNS, FTP, DHCP, WDS.Providing Level 2 support for Lync, Skype for Business client and environment, including voice, video, and IM.Maintaining the smooth operations of multifunctional printers such as HP and XEROX.Installation and configuration of Windows operating system XP/VISTA/7/8/10.Ability to diagnose and fix Hardware / Software problems.Install new / rebuild existing servers/OS and configure hardware, peripherals, services, settings, directories, storage, etc. as per the requirements.Format and Reload of user machines, ensuring all user data is backed up and secured before format.On-time support to the user's system, related to hardware, windows O.S, Microsoft office and in house applications.Maintenance of User System performance.Exposure and knowledge of Printers, Networks, WI-FI, Bluetooth, Hard-drives, VGA cards, Network cards, Sound cards, Routers, Switches.Window Deployment Server (WDS) 2003 /2008 successfully configured on HP-64bit architecture.Inventory management.Ability to install, configure and replace computer components.Utilize HP service manager & Kiyako ticketing tool to manage complaints.Hands on experience on Avaya hard phone configurations.Call Centre applications support, troubleshooting and issue escalation. Show less

  • Contact Center Optimization Officer

    Jan 2018 - Apr 2021

  • Enterprise IT Support Officer

    Nov 2014 - Dec 2017
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  Telenor Cloud Services AS

  Jul 2016 - Jan 2017

  Service Desk Officer (Microsoft Office 365)

  Identifying the issue faced by users regarding their domains, cloud identities, SharePoint Online, Exchange Online, Lync Online and Office Online and provides resolution in order to fix the issue. Coordinate directly with Vendors (Microsoft, Datacom etc) in case of any service unavailability from their end.

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  Systems Limited

  May 2021 - Mar 2022

  EUC Specialist IT

  -IT Technical Support Managing Via on-Premises & Remotely.-Windows server 2012, Active directory services, User Creations, WDS, DHCP Scopes define on department wise, Group Policy management, OU on Department wise.-Troubleshooting MAC books / Laptops System Issues, Printers Sharing Fixup, fixup the clients side issues, also working on support side hardware, software, OS installations. -Facilitate LANs, WANs, network segments, hardware, and software training for end- users, virus scanning procedures, and general technology troubleshooting. -Wireless Router Configuration, Outdoor Wireless Access Point Configuration-Managing Office 365 Level 1 Exchange Services – Licensing – Support – Data Protection – Data Sharing Domain Hosting Services DNS Record Management Data Archiving Services.-Managing Server Infrastructure Domain DNS, DHCP, WDS, Active Directory Services, Windows Backup Services, Fail Over Solution, Huawei VM ware.-All Kind of OS Installations & Support Services as per end users’ requirements on site & international Clients-Managing international SL users regarding the MS Office Exchange Services – Licensing, Application support, hardware support, Network Level 1 Support.-Cisco Any Connect VPN services, Fortinet Client VPN, Global Client, to provide his installation on end user side & support.-Installation and configurations of Cisco Ip phones, Grand stream Ip phones.-Troubleshooting CCTV Cameras – cabling issues display check out on daily basis.-Daily Basis Health check conduct for Apple C1 routers, Polycom Video Con, Huawei Video Con, Cisco Ip hard phones, Grand stream Ip hard phones, printers.-Technical Training to new joiners to trained about the technology, Apple Mac book, MS Office 365,MS 2021, Server Infrastructure, Active directory, DHCP, MS SCCM, Virtualization, Cisco AP, Cisco VPN, Fortinet VPN, Fortinet VPN, Cortex XDR, Kaspersky Show less

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  HRSG - Innovative Business Solutions

  Jul 2022 - May 2024

  Senior Information Technology Support Specialist

  Responsible for implementation and administration of Active Directory, DHCP, and File Server.Managing virtualization technologies (VMware ESXi host and MS Hyper-V).Managing multiple FWs Mikrotik and PFsense, W-filter.Monitoring traffic through the firewallEnsure to Block web/application access and prevent known malware attacks through.Responsible for implementation and administration of Active Directory, DHCP, and File Server.Analyse functional problems and determine techniques /requirements feasible for expedited solutions.MS Server configuration ,VM Backup through veem application .Diagnose and troubleshoot wireless network and devices connected to WAN/LAN.Systems administration support for multiple OS variants(Win10,win11,Linux,MAC).Manage Inventory through oracle ERP DB.Installing new software, hardware (servers, printers, computer workstations, unifi AP,Rukus AP, Aruba AP, Dahua cameras, hikvision cameras cisco switches etc.)Coordinate with multiple ISPs(Multinet, Transworld, Link.net, PTCL, Wateen) regarding network related issues.Policy implement on user profile using DC, ADC servers.Kaspersky management.Server maintenance and installation (WSUS 2016_X64, DC 2016_X64, PRTG 2016_X64,WDS 2016_X64,FTP 2016_X64, PF Sense, W-filter)Make sure all IT meets industry standardsSupervising helpdesk staff. Show less

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  Next Generation Technology Solutions

  May 2024 - now

  Senior Technical Support Engineer

  Hands-on experience in Customer Support, Help Desk or IT Support functionsExperience in basic administration of Mac OS, Windows Desktop and Server OS, Active directory user and computer management.Experience in IT service management tools like ServiceNow and JiraProficiency in supporting Microsoft Office Suite (Outlook, Excel, PowerPoint, Teams)Installing, configuring, and maintaining the end-user computer systemsFamiliarity and some experience with Batch scripting and PowerShellDiagnosing and isolating hardware and software errors, documenting issues and resolutions, prioritizing problems, and assessing their overall impactKnowledge of cloud architectures, IP networking, virtualization, troubleshooting, root cause analysis and ITIL Service Management principlesCollaborating with IT staff to create support documentation and technical specificationsExhibit self-motivation, teamwork, attention to detail, and a strong customer-centric mindsetAbility to resolve problems independently or with minimum supervision in accordance with defined policies and procedures. Show less