Divyalaxmi Khedkar Email & Phone Number

Bengaluru, Ka, In

Banglore

Provide support for ShareFile Enterprise customers on mission critical break-fixes, escalations, and root cause analysis, adhering to strict SLAs and maintaining end-to-end customer ownership.Conduct root cause analysis of reported issues and implement corrections.Assist premiere Citrix customers with the implementation of Storage Zone controllers and data migration from on-premises to cloud.Utilize Wireshark to analyse network tracesConfigure and troubleshoot Cloud Connectors and Network Share Connectors.Configure and manage NetScaler for load balancing.Transfer large numbers of files via FTP, Zone Migration Tool.Supporting customers on the backup of Storage Zone controller servers and clearing orphaned data using the Storage Diagnostic Tool.Test REST API calls using Postman to identify and resolve technicalissues.

Bengaluru, Karnataka, India

Supported premier Microsoft customers with the implementation and administration of device management using Intune/Microsoft Endpoint Manager, MDM, MAM, Office 365, Azure ActiveDirectory, and Hybrid AD environments.Provided support to clients in the deployment of policies like Configuration, Compliance, App Protection, Conditional access policies, and troubleshooting device enrolment issues (Android, Windows, MacOS & iOS), Application Deployment, and other Endpoint security-related issues.Demonstrated ability in effectively scoping client issues, conducting thorough research, self-investigation, and collaboration or escalation to other teams as necessary.Committed to maintaining SLAs and enhancing client satisfaction through setting accurate expectations and fulfilling commitments.

Bengaluru, Karnataka, India

Provided support on application installation, troubleshooting on Windows OS & Hardware (HP, Dell, Lenovo) related issues, BitLocker application, password reset, Office 365 applications, Active Directory - ADSADM & ADADMIN.Multi-factor Authentication, Azure, Intune, CyberArk, Web browser, Google Chrome, IE, Firefox, etc.Conducted daily reporting and quality audits, driving continuous improvement and leading to a significant increase in First Contact Resolution (FCR) to 92%, thereby boosting customer satisfaction.Played a key role in training and mentoring new staff in service desk operations, also acting as a Single Point of Contact (SPOC) in leadership absence.Awarded "Best Performer" for three consecutive months, reflecting outstanding problem-solving capabilities towards service excellence.