Sushmitha GR

Experience

• 

  Wipro Limited

  Sept 2015 - Nov 2022

  1. Orchestrating the incident management process with a keen eye on guiding and empowering team members to swiftly resolve complex incidents.2. Reacting promptly to reported service disruptions, skillfully pinpointing the root cause, and setting in motion a well-defined incident management procedure.3. Strategically prioritizing incidents based on their criticality and impact on business operations, ensuring a proactive and efficient response.4. Crafting comprehensive documentation delineating incident protocols, including strategies to combat cybersecurity threats and rectify server failures.5. Collaborating seamlessly with the incident management team to enforce rigorous adherence to established protocols and enhance overall response efficacy.6. Methodically documenting all incidents and their resolutions, analyzing patterns to identify and mitigate recurrent malfunctions.7. Adapting and optimizing the incident management process as needed to uphold its efficiency and relevance in dynamic operational landscapes.8. Effectively communicating with upper management in instances of significant IT system issues, providing transparent insights and proposed solutions.9. Skillfully managing incident team members by redistributing workloads and reorganizing non-urgent tasks to maintain optimal efficiency. Show less 1. Proactively address and resolve technical issues related to Microsoft's core business applications and operating systems, ensuring seamless IT support.2. Provide expert support services for a spectrum of Microsoft technologies, encompassing Windows Server, Exchange, SQL, SharePoint, and more, to guarantee optimal functionality.3. Spearhead the implementation and maintenance of robust disaster recovery solutions, safeguarding business continuity in the face of unforeseen disruptions.4. Deliver technical services and support at the network level, including WAN and LAN connectivity, routers, firewalls, and security measures, to fortify the organization's digital infrastructure.5. Drive the implementation and support of remote access solutions, including VPN, Terminal Services, and Citrix, ensuring secure and efficient connectivity.6. Rigorously maintain and review system documentation in ConnectWise, ensuring accurate records and streamlined processes.7. Foster clear and proactive communication with customers, providing timely updates on incident progress and notifying them of impending changes or agreed-upon outages.8. Undertake desktop/laptop deployments with precision, ensuring a smooth and efficient integration of technology resources.9. Continuously enhance customer service, perception, and satisfaction through dedicated efforts and a customer-centric approach.10. Execute assigned duties with diligence and maintain strict compliance with all company policies and procedures, upholding the highest standards of professionalism. Show less

  • Senior Administrator

    Jan 2020 - Nov 2022

  • System Administrator

    Sept 2015 - Jan 2020