Experience

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  Aegis global

  Dec 2015 - Apr 2018

  • Conducted continuous education sessions for employees based on feedback and training needs analysis.• Recognized Training requirements and prepared resourceful training programs based on client requirements.• Conducted refresher workshops and training sessions for employees who were slow to come up the learning curve.• Carried out regular call monitoring sessions for agents to identify gaps and incorporate them in the trainings.• Keep trainee Up to date with knowledge of IT systems and software packages.• Educate excellent communication and motivational skills, both written and verbal. (Chat, call and email handling)• Educate time management skills.• Assessments concerning a client’s needs and expected outcomes.• Preparation of learning aids.• Evaluating course effectiveness in relation to client timescales and expected outcomes.• Administration of training programs for all employees on new updates. Show less • As an incident manager, Handle the major incident severity bridges and monitor the progress of that incident until closer.• As a service desk analyst, record and classify received incidents and undertake an immediate effort in order to restore a failed IT service as quick as possible• Assigned unresolved Incidents appropriate Tier 2 Support group.• Keep users informed about their incident’s status at agreed intervals.• Associate Incidents with other records (i.e., Incidents, changes, Problems, knowledge articles known error etc.)• Provide first line investigation and diagnosis of all incidents and service request.• Verify resolution with users and resolve incidents in ITSM tool. Show less

  • Technical Support Trainer

    Aug 2017 - Apr 2018

  • Service Desk Analyst

    Dec 2015 - Jul 2017
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  Wipro

  May 2018 - now

  Ø Corporate network for over 2 Lakh end users and executive level clientsØ O365 migrations - remediation, move data, assign licenses -2013 -2016 versions.Ø Office O365/ Exchange online - Administration- User ManagementØ Migrations completed - Office 365, 2013 -2016 versionsØ Trouble shoot connectivity to Office 365Ø Cloud\AD\ Exchange Server Enterprise account administration (modifies and manages user accounts and group permissions)Ø Administration of Microsoft Office 365 workloads (Exchange Online, SharePoint Online, Skype for Business, Yammer, OneDrive for Business.Ø Evaluate end users privileged access via entitlement reportsØ MS Office Suite, DirSync, Auto DiscoverØ Create, replicate and assign rights of Public FolderØ Troubleshoot remote connectivity issues regarding windows servers and clients.Ø Migrations completed - Office 365 Cloud/MS LyncØ Cloud Exchange calendar/shared folder permissions and delegation Directory, Exchange, Lync, and SharePoint administration changes.Ø Troubleshoot Outlook issues - Administration of mailboxes and Users accounts.Ø Exchange Server Enterprise: accounts folder archive/creations/ trouble PST issues/create new accountsØ Managing AD security, user rights, local account and security policy.Ø Troubleshoot user account permission issuesØ Exchange: accounts folder archive/creations/ trouble PST issues/create new accountsØ AD administration (modify and mange user accounts and group permissions) adds, moves and changes.Ø Exchange calendar/shared folder permission and delegationØ Experience in managing on-prem infrastructure.Ø Experience in Application and production support.Ø Understanding of SQL and DB admin knowledge.Ø Windows Server administration, Active Directory, Office 365, Patch Management,Ø Experience Troubleshooting the issues and investigate the root cause.Ø Monitoring, configuring, and maintaining Windows systems and servers. Show less • 24/7/365 availability for critical restarts of infrastructure, software, hardware, and internet connection.• Operating System and application installation on Both domain join and azure join system• Troubleshoot technical difficulties of Antivirus, SCCM & windows security patch management.• Troubleshoot Microsoft Exchange - Microsoft teams, exchange online, cloud mailbox Office 365. • Work on Ticket monitoring tools (Helpline & Service Now)• Troubleshoot Endpoint security Zscaler, Crowd strike, MBAM bit locker.• Troubleshoot And configuration of Avaya soft phone, Cisco IP, Pulse secure Global protect, RSA Token VPN .• Troubleshoot and configuration of Virtual desktop Like Citrix and VMware.• Troubleshoot and configuration of office 2016,365 , PST creation and Online archive.Technical Efficiency: • MacAfee, ENS 10.7, MA agent 5.6.6, Crowd strike 6.24• SCCM, Patching, Troubleshooting SCCM endpoints. OS Image• Active Directory, creating users, groups, OU, managing them.• DHCP Server, create scope, lease assignment.• OSI Layer, IP addressing, Cable concept. • OS, Software Installation. • Domain Controller and Forest, Active Directory Data Base etc. Show less Installs, supports, and maintains PC applications in a Windows based Active Directory environment. Software includes Operating Systems, MS Office, Remote Access Technologies, System Management tools and various business unit software titles. Troubleshoot and resolve PC, Laptop, Printer issues relating to hardware, software, security, and network.• Assists in the installation and configuration of appropriate hardware, systems, and applications for users. Ensures new users are equipped with the appropriate technical devices and support.• As a Subject Matter Expert (SME) acts as a primary domain and technical expert, guiding internal teams and being technical interface for external stakeholders.• Support the definition of processes and policies, supply business rules and procedures, and communicate the contexts in which the rules, processes and polices are applied.• Handle escalation calls and emails and attend client meetings.• Validate the requirements and deliverables that describe the product(s) or service(s) that the Success Factors consultant will produce. Show less

  • Server Administrator

    Jul 2020 - now

  • System Administrator

    Jun 2019 - Jul 2020

  • Technical Support Specialist

    May 2018 - Jun 2019
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  Tata consultancy services

  Dec 2022 - now

  Technical team lead

  Current Job Role: As a seasoned Technical Lead and Team Manager, I leverage my extensive skill set and hands-on expertise to drive the success of my team and projects. With a strong foundation in team management .Key Responsibilities:1. Team Management:Lead and oversee a team of skilled professionals, cultivating a collaborative and high-performance work culture. Define roles and responsibilities, establish clear objectives, and align team efforts with project goals.2.Tenant-to-Tenant Migration Expertise:I bring extensive hands-on experience in executing seamless tenant-to-tenant migrations for Exchange, SharePoint, Teams, and other Microsoft collaboration tools. My expertise in this area includes data assessment, planning, execution, and post-migration validation. I consistently minimize downtime and data loss while ensuring a smooth transition for end-users.3.Tools Mastery:I am proficient in utilizing various migration tools such as Sharegate, BitTitan, Apps4Pro, and others to streamline and automate migration processes. This proficiency allows me to optimize efficiency and minimize human error, ensuring successful migrations with minimal disruption.My commitment to staying abreast of the latest industry trends and Microsoft technologies keeps me at the forefront of innovation. I am dedicated to delivering exceptional results, whether it's optimizing team performance, managing complex projects. Show less