Srinivas Gajam

Experience

• 

  TATA TELESERVICES LTD.

  Dec 2012 - Mar 2016

  Associate Enterprise business- HQ Product,

  SaaS (Software as A Solution)Video Conferencing Solution

• 

  Tata Communications Transformation Services Ltd

  Mar 2016 - Nov 2016

  Team Member

  MDM(Mobile Device Management): Tata ADM(Advance Device Manager) Installation, Configuration and Troubleshooting of any Admin/End User Sync IssuesSupporting Tata ADM Enrollment by SMS, EMAIL, Admin based for the end usersHands on Experience on Tata ADM Admin console.Supporting Platform specific issues in Admin Login and Active Sync configuration for iOS, Android, Windows Mobile Devices and Tablets. Basic Troubleshooting Access issues in registered Mobile DevicesHandling Tata ADM Incident Tickets and Basic Service Request in Queue Should be able to Query, Add, Lock, Wipe, Retire Devices from Admin consoleMonitor and ensure Services AvailabilityDistribute and Monitor Applications published Using Admin consoleGenerate and Provide various reports including End User status, Application Published StatusAble to architecture policies and push down to mobile devicesOn - call EscalationTicket QualityCustomer feedback ( Appreciations, CSAT survey results)Review & Knowlegde sharingSLA compliance for tickets.HVC (High Value Customer) : SLA compliance for tickets , Customer feedback ( Appreciations, CSAT survey results),Distribute and Monitor HVC Incident Tickets and Basic Service Request in Queue. Show less

• 

  Brennan IT

  Feb 2017 - Jul 2019

  Service Desk Agent
• 

  Coforge

  Nov 2019 - Apr 2021

  Senior Service Desk Analyst
• 

  MSX International

  Apr 2021 - now

  Technical Support Engineer

  Experience with Microsoft 365 and Office 365, including Teams, SharePoint Online and One drive Application.• Administrator Azure AD users, groups and devices and participate in migration between on-premises and Azure AD through AD connect.• Creation of SharePoint Site from AAD and making changes as per requirement.• Troubleshoot, Identify, solve, and then document Users, Networks, and server issues.• Create and manage shared mailbox accounts, Security Groups in Active Directory; adding, Modifying, and coordinating migration of user accounts and set up clients to outlook and other devices as per requirements.• Implement and Manage IAM Policy and Access Management through Role Base Access Controls.• Handling Microsoft Azure Virtual Machines and Deploying Azure VMs in a highly available environment.• Monitoring virtual networks to support workloads with the highest security and performance.• Managing and responding to escalated client inquiries.• Escalation contact point for other IT Systems Engineers and Service Desk Engineers.• Being a Hybrid Environment in MSXI managing user’s and access related issues and requests.• Keeping all tickets and projects updated and track time in detailed format.• Training and process knowledge shared with new employees. Show less