Amrita Varma Email & Phone Number

Possess 4+ years of experience in the IT firm. Skilled in handling incident and service request queues, creating tickets, managing SLA, escalating tickets to respective teams, and monitoring multiple servers. Proficient in creating SOPs, managing knowledge articles, publishing articles, and creating videos for users using Camtasia software. Highly knowledgeable in Windows Server 2012R2.Roles and responsibilities- Worked as Active directory administrator- Worked on Group policy management and troubleshooting , Active directory replication, Fsmo roles, Active directory sites, AD performance issue due to LSASS.- Managed incident and service request queue, creating and managing tickets using SBM ticketing tool.- Monitored multiple servers, ensuring adherence to SLAs and escalating tickets to respective teams.- Prepared and analyzed reports on incident and service request trends, providing insights for process improvement.- Created SOPs and knowledge articles, publishing them for users to improve self-service capabilities.- Proficient in using Camtasia software to create videos for users- Skilled in generating reports using SNOW tool- Experienced in analyzing and proposing strategies for HDI volume reduction- Knowledgeable in creating and managing Windows Server 2012R2, including setting up servers, adding users, creating domain controllers, managing active directories, and disk management.