- Provided L1-L2 technical support in EUC Domain to more than 30,000 users globally.- Sound knowledge of Windows Servers, Active Directory Microsoft Exchange and M365.- Created OUs, sub-OUs, groups, user accounts, service accounts added appropriate security permissions, linked default GPOs, and delegated rights to lower tier/apps teams. - Administration, support, maintenance, and monitoring of MS Exchange 2010/2013/2016 Infrastructure and M365 & user/shared mailboxes, archives, shared calendars, group-based licensing, conditional accesspolicies, retention policies, retention tags, litigation hold, Autodiscover, mail flow, mail delivery, etc.- Installed, configured, and managed virtual servers in multiple domains and upgraded VM's including OS ranging from 2003 to 2019, patched using SCCM and managed them via vSphere client and Web client.- Documented and published Knowledge Articles and SOPs for new and advanced concepts.- Responsible for call logging with OEM for L2 & L3 issues while ensuring complete support, coordination, and resolution.- Performed Root Cause Analysis (RCA) for P1 and P2 incidents, prepared Problem Statement and collaborated with relevant stakeholders to mitigate the gap for continual service improvement.- Managed 11 vendors globally throughout NA, LATAM, EMEA and APAC region for Field Service Operations (FSO) to dispatch field technicians in a timely manner for maximized productivity and reduced costs.- Onboarded and mentored analysts, conducted training & knowledge transfer.- Worked actively on ITIL compliant ITSM Tool: ServiceNow (i.e., Incident, Service Request, Change, Problem, Knowledge Management, etc.).

- Data Quality Assessment:Assessment of data quality and completeness in preparation for analysis.- Data Insights:Targeting high value customers based on customer demographics and attributes.- Data Insights and Presentation:Using visualizations to present insights.

- Developed short-term and long-term sales objectives and strategic plans to meet market needs.- Delivered campaigns to solidify new client opportunities and generate new business.- Uncovered and qualified prospects and sales opportunities in targeted markets using external resources.- Enhanced marketing exposure through effective website content management and direct correspondence with potential clients.- Implemented strategies to develop and expand existing customer base.- Prepared proposals, negotiated contracts and connected with clients to drive consistent sales.