Organization: Microcom Solution Pvt LtdSupported Client: Assured PartnersPosition: Senior IT SpecialistLevel 2 Support | L3 Support• Interacted and assisted Assured Partners banking and insurance clients and employees with AP Admin IT support for all AP customized applications (i.e., Agency One, Image Right, AMS360, Work Smart, Sagitta, Applied EPIC) & Azure based Citrix VDI workspace.• Configure, troubleshoot & Join end user’s machines to AP domain with Cisco AnyConnect VPN, OKTA multifactor authentication & Z-scaler. Activate MS Office 365 – Office suite, Mimecast, Teams, Outlook and OneDrive. Managed Outlook issues, Calendar/Shared folder permissions and delegation. File & print configuration.• Using MSTCS & Bomgar remote assistance consistently ran Dell Command, Software Center, Group Policies updates and mapped network drives.• Responsible for managing Windows desktops in an Active Directory Environment, AD Account Passwords Reset, Unlock Accounts, Reset Citrix sessions.• Azure Cloud, AD, Exchange Server Enterprise account administration (modifies and manages user accounts and security group permissions).• Process requests for moves, new hires and termination.• Troubleshoot machine and application slowness issues, Installing Workspace Applications, VDI monitors, High Network data/bandwidth usage.

Organization: Black Box Network Services India Pvt LtdSupported Client: Navis (Carrier & Vessel Solutions offers ocean carriers)Position: Senior Associate – Tech SupportLevel 2 Support | L3 SupportWork Location: Bangalore -Manyata Embassy Business Park• Investigate, troubleshoot and solve all Windows & MAC software & hardware related issues remotely by Global Service Desk.• Handling Incident/Problem/Change of ITSM tool (SummitAI’s – Service Port).• Attend daily internal meetings & weekly ITSM/Operations meetings to obtain trainings & review all the Incident/Problem/Change/CMDB as required.• Managing partial Administrative consoles of Google Workspace/Suite, Microsoft Office 365 Admin console, Adobe Admin console, Dialpad Softphone etcetera.• Implementing and managing the Big Fix suite (Note: Similar to Microsoft SCCM) of products for patch management and vulnerability assessment.• Interact, liaise with L1 agents and multiple technical workgroups to assist in troubleshooting, identify root cause, and provide technical support when needed• Experience of Installation & troubleshooting Business software/applications (i.e. OneLogin, Trello, Kanban, Zone, LogMX, Salesforce & FinancialForce, Oracle SQL Developer, MS SQL Server, MS Azure Storage Explorer, MS Project, Visio 2021, Power BI Desktop, Dbeaver, TIBCO Jasper Studio, GoTo meeting, Slack, Notepad ++ etcetera) on all Desktops / Laptops.• As per new hire notifications & terminations, created and deactivated user accounts in Active Directory Users & Computers (ADUC), Gmail and various applications.• Installed Sentinel One Antivirus Endpoint Security Solutions for remote users.• Assisted users with VPN connections of Cisco AnyConnect, Aryaka NCP Secure VPN and Global Protect.• Managed MDM (Mobile Device management) (i.e. Android & IPhones) within Google workspace admin console.• Took remote access to ADUC in Server 2016 using MSTSC and to users via Bomgar to provide remote support.

Payroll Company Name: Fidelis Corporation Solutions LtdDesignation: Server Support EngineerClient / Project: Hewlett Packard Enterprise•Supported HPE ISS Servers for Enterprise customers of Northern American region.•Provided technical assistance to US & Canadian based HPE’s Generation 8, 9 & 10 Rack, Towers, MicroServer, ProLiant Servers.•Assisted users via remote access to ILO in installation, Firmware & BIOS (ISO Image) updates, Running Offline/Online diagnostics to software or hardware related issues.•hardware components after diagnosing its hardware failure. i.e. System board, Processor, System Management Chipset, HDD’s, RAM DIMMs, Memory/Storage Controllers and backplanes, Ports and cablings, Chassis, System Fans and power supply units etc.•Understanding criticality of issue and business impact by demonstrating mission critical mind-set & work to identify the cause of the issue in the shortest/quickest path.•Develop and document clear action plans to resolve issues even where information may be limited.•Delivers timely solutions to customer issues and meet the defined SLAs for response and resolution time and other Performance metrics to be met/exceeded.•Supported HPE’s Fiber channel HBA’s which gets attached to either windows server clustering into SAN, NAS or switched SCSI infrastructures.•Windows Servers OS’s, RHEL Linux 7 & 8, VMware ESXI, vSphere, vCenter are few operating systems worked on. Tools/applications like One View remote support, InfoSight, to extend ILO Amplifier packs.•Configured UEFI System Utilities, ILO, Intelligent Provisioning, SATA/SAS/Smart Array Controllers, Smart Storage Administrator RAID (0, 5, 50, 6 or 1+0 RAID ADG), Software Update Manager (SUM), Host Bus Adapters (HBA), Network Ethernet Adapters, Server performance issues.•Downloaded AHS logs from ILO, SMH logs, Event viewer logs, error codes to debug logs, and to identify, narrow down, and eliminate possibilities while troubleshooting the root cause of an issue.

Payroll Company Name: NetConnect Pvt Ltd.Designation: System EngineerClient / Project: Walmart GTSJob duties:• As an internal IT desk support system engineer provided technical support in software & hardware assistance to internal Walmart employees• Setting up new joiner users & profile configuration, which includes installing, configuring & provisioning of laptops of Walmart customized windows image and Apple MAC laptop versions (Sierra, High Sierra, Mojave & Catalina)• Allocating & de-allocating of Windows Dell Latitude and MAC Book Pro laptops & BYOD devices to Walmart Employees.• Provided System admin & domain admin access to users, Including Cisco Any connect VPN connection and MDM devices.• Supported windows settings, MAC system preferences & Microsoft office applications (MS Suite, Exchange, Outlook, O365 etc.)• Giving Authorization travel letters for business itinerary.• Setting up VDI access to VMware Horizon, Resetting Active Directory account and various application passwords• All MacBook Pro laptops to be tracked & maintained with JAMF cloud• Logged tickets using Global SNOW tool and subsequently in given resolution, followed up tickets for closure.

Company Name: SSG Business Services Pvt LtdDesignation: Subject Matter Expert (Band 5)Client / Project: Secure Channels Inc.Job duties:• Supported internet Cloud based SAAS storage (Amazon S3 service rental), product known as ParaDoxBox.• Supporting Encryption / Decryption (Symmetric / Asymmetric), Cryptography for file level, volume level, drive and partition encryption using enterprise Amazon S3 (Simple Storage Service) cloud storage.• Assisted United States customers via Phone, E-mail, Chat & knowledge base. Logged tickets using ZenDesk tool.• Created knowledge base articles as assigned through JIRA Atlassian tasks and these articles will be evaluated by specialized team based in US, later informational data will be posted in public facing website. • Generating daily excel reports regarding of task completion and to update the results in JIRA.• Importing and migrating Active directory user accounts to ParaDoxBox SAAS VPC.• MS Office 365 integration. Azure Active Directory bulk account integration.• Managing accounts, users, administrators, Billing profile, upgrades, support services & patching etc.• Configuring authentication mechanisms such as Biometric, Idiomatic Recognition, Clear Text, Physical / Virtual token, Device authentication (machine inherence), etc.• To debug ParaDoxBox logs and identify, narrow down, and eliminate possibilities while troubleshooting the root cause of an issue.

Company: Collabera Technologies Pvt LtdSenior IT AnalystClient/Project: Goldman Sachs / Wipro GTS• Provided users with technical support for Active Directory (AD) mirroring of access privileges based on model user account, using both ADUC and third-party in-house AD interface tool.• Reset AD Kerberos credential password• Unlocked AD user accounts in web-based AD Toolbox.• Enabled / disabled AD user accounts when account gets locked• Remoted in, and troubleshot AD user Windows 7 profile loading issues that were nested on top of Ubuntu virtual machines (layer 2 virtualization) that were themselves virtualized atop of bare metal VMWare ESXi virtual machines (layer 1)• Remoted in and reset local user profiles and “server” profiles, so that temporary profiles shouldn’t load.• Recommended virtual machine “NDS” hardware profile upgrades by providing resource consumption statistics to the back-end enterprise team.• Troubleshot performance issues, high CPU spike & memory usage and disk space issues.• Re-directed and mapped network Distributed File System (DFS) shared drive locations for project shares for user’s data resources.• Stopped and started network printer spooler to clear the print queue.• Fixed large AD profile load issues by editing registry hive HKLM\Software\Citrix\PortICA’s AutoLogonTimeOut DWORD value to 300 seconds, giving it time to load.• Rebooted virtual machines using web-based tool and checked its uptime by conducting dial-tone tests.• Isolated and checked which VMWare ESXi base platform was the cause of network-wide unplanned outage with the same web-based tool, and helped raise Issue Advisories accordingly.• Installed banking applications & software as per their requirement.• Supported Exchange 2010 along with MS outlook related issues.• Provisioning & Mapping of public folder, shared mailbox & Calendar.• Created & restored Outlook data files (PST & OST).• Supported VPN (Orbit), mobile networks and Blackberry BYOD Handheld Devices.

• Assisted UK & ROI region (Enterprise-B2B Customers); supported hardware (Enterprise Desktop, Laptop, HP PDA devices & other HP computer accessories); and operating systems.• Followed standard process and procedures to raise tickets for all the incidents during the event.• Diagnosed and resolved all issues related to hardware & software telephonically & remotely.• Joined laptop and desktop computer accounts to the in-built ADUC container groups, so that they can join the domain.• Deployed network AD domain operating systems through wake-on-LAN (with PXE-compliant network interface cards (NICs)) to multiple computers, thereby saving time, cost, and overhead.• Configured & managed RAID using Intel rapid storage manager.• Installed OEM operating systems, firmware, BIOS & driver’s updates.• Did windows updates, service pack upgrades, hotfixes & patch updates.• As per the product warranties setup onsite & offsite repairs for hardware replacement.• Worked closely with repair centres, onsite engineers, third party vendors, such as internal & external teams simultaneously to resolve & take ownership and action tickets within required SLA & TAT.• Provided authorization forms to customers for Defective on Arrival (DOA) units. • Escalated and elevated tickets to Global Competency Centre (GCC) & Customer Relations team.• As part of a project provided auxiliary assistance for Australian customers having issues with HP products and gave compensations. Redressed and satiated all customer queries and if its complex issue got the case escalated to Customer Relations team.

• Worked for Microland as TSR for a period of 28 months, supported and configured Belkin 4-Port DSL & ADSL Routers, Wireless Print Servers, Access points, LAN NIC adaptors, Wi-Fi network adaptors and PCI cards Etc. • Identified and diagnosed packets loss issues. Enabling router features of NAT, Demilitarized Zone, and MAC Address Filtering. Setting up securities on router such as WEP (64 & 128 bit), WPA, and WPA PSK.• Flashed router firmware, install, update & rolled back drivers for router’s optimal performance.• Coordinated with various ISPs and Third party companies to ensure complete customer satisfaction.• Provided (RMA Form) replacements of Belkin products after confirming hardware faults.