Snehal Diwan

Experience

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  Syscon Software Technologies and Solutions Pvt Ltd

  Dec 2007 - Feb 2010

  Admin

  Project Name Content WritingOrganization Syscon Software and TechnologyDuration Dec 2006 – Feb 2010Environment Google AdwordsRole Web content WriterDescription:  Generation of content for websites, blogs, Online forums,Responsibilities: Generation of content for websites, blogs, Online forums along with Handling project websites for content creation including blog posting, forums. Also, to Create reports based on website content uploaded, posted, updated and sending finished work back to clients. But not limited to Editing & revising contents of various websites amongst team members. I also took care of Creating work schedule for team members and distributing project, Creating invoices for vendors, Arranging learning session for team members. Scheduling monthly team updates with Senior Operational managers. Show less

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  Mphasis

  Jun 2010 - Apr 2013

  Technical Support Engineer

  Project Name : 57772-1-Bristol Myers SquibbDuration : 3 ½ yearsTechnology : ITO - SDDescription : Senior Tech Support Engineer, Email Support coordinatorRoles & Responsibilities : 1. Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA’s Record interaction using ticket tool with proper classification.2. Perform account unlock/password reset as per defined process Dispatch tickets to support groups post gathering required information 3. Refer Knowledge base and perform troubleshooting as per defined process 4. Follow up and closure of incidents to ensure customer satisfaction5. Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.6. Update users about request status and close request when users are satisfied with solutions Level 1 troubleshooting mainly related to desktop/OS.7. Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups.8. Performing RDM and Basic registry level troubleshooting within specified support boundaries Change, Add and Delete Knowledge articles.9. To provide a structured, informative and enjoyable support experience with timely and clear communication Show less

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  HP - Mphasis

  Jun 2013 - Apr 2015

  Incident Coordinator

  Project Name : 48845-1-Eli LillyDuration : 2 YrsTechnology : Incident Management, ITO -SDDescription : Senior Tech Support Engineer, ILCA Roles & Responsibilities : Incident LifeCycle Co-ordinate1. Provides support to users via escalated Tier 1 Incidents. Acts as a subject matter expert for support area. Provides training to Tier 1 via knowledge transfer and knowledge articles. This role will receive email notifications when Incidents are assigned to their user id. They will NOT receive email notifications when tickets are assigned to their Assignment Group(s).2. Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible3. Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements4. Document troubleshooting steps and service restoration details5. Create and submit knowledge articles6. Provide specialized investigation and diagnosis of all Incidents and Service Requests7. Identify Problems8. Verify resolution with end-users and resolve assigned Incidents9. Escalate Major Incidents to the Incident and/or Problem Manager10. Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Process Coordinator11. Escalate unresolved Incidents to Tier 3 Show less

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  Mphasis

  May 2015 - now

  Project Name : Onx AMEX MessagingDuration : 4 yrsTechnology : 0365, Outlook, Microsoft ExchangeDescription : Splz Senior infra EngineerRoles & Responsibilities : AMEX Messaging Administrator1. Fulfilling user requests for email account service following standard operating procedures and Perform user account and mailbox moves on Exchange 2010 Email Systems2. Inbound\Outbound mail flow troubleshooting on all the version of Exchange server3. Helping users in Distribution list add/delete/modify; 4. Correct users Outlook issues forwarded by tier 1 teams, such as setup, junk mail, mailbox size increase, mailbox cleaning5. Helping user in Outlook Shared calendar add/modify, add/modify calendar access, PST mapping modify/restore6. Monitor and track incidents and trouble call in a service desk ticketing system in support of the incident and problem management process; recognizing high priority tickets and act within the expected response time7. Resolve escalations from the IT Service Desk and handle client support requests as well as take ownership of product issues and ensuring closure is achieved8. Mentors and transfers knowledge to other team members9. Research acute, complex technical problems within the environment and develop plans to resolve10. Develop and report out on usage statistics and drive monitoring of the messaging and email environment; Supporting Exchange infrastructure for Microsoft Professional Customers for US, UK & Asia Pacific region11. Working with other administrators and engineers of Exchange, Wintel, Network, and Security to perform system changes and troubleshooting12. Manage Exchange Online users, manage recipients - create, modify, delete, shared mailbox, recover deleted emails13. Using Exchange PowerShell for day to day mail relay support and day to day troubleshooting14. Using RDP tool to troubleshoot outlook issue Show less

  • Cyber Security Engineer

    Jan 2024 - now

  • Senior Infrastructure Engineer - T&M application support

    Aug 2019 - May 2024

  • Spl Senior Infrastructure Engineer

    May 2015 - Aug 2019

  • Messaging Administrator

    May 2015 - May 2019