Providing technical support for all IT related issuesManage and support business operational systems and upgrades – Bespoke application, Infrastructure server updates, Office 365 & CRM systems.Logging, tracking, and resolving all requests based on ITIL.Active Directory related tasks and activities – User administration & GPOBAU IT admin activities, monitoring & troubleshooting desktop/peripherals/mobile support issues.Identifying, configuring, maintaining & troubleshooting desktops/laptops/printers.RSA token administration for VPN users.Providing network share access based on requests and approvals.Rebooting servers from VMware vSphere based on requirements.Monitoring backups and escalating to respective teams.To ensure all device is updated with the latest version of Windows & Antivirus.O365, OneDrive, Teams support.MDM with Intune and bitlocker encryption.Liaising with IT vendors and 3rd party support providers for device maintenances.Monitor Emails and websites through Email and Network filtering applicationsTo ensure IT policies always adhere.Ensuring existing user guides and ‘how-to’ documents are kept up to date.Provide end-user/client training

Primary contact for support of IT issues, Initiating and rolling out projects based on requirements. BAU IT admin activities such as monitoring & troubleshooting.Identifying, procuring, configuring & maintaining assets.Liaising with IT vendors and 3rd party support providers.Implemented Freshdesk service desk system, Intune MDM.Ensuring data integrity and compliance with EUGDPR. E.g., implementing data subject access requests to CRM systemEnsuring existing user guides and ‘how-to’ documents are kept up to date.To ensure IT policies always adhere.Provide training to users based on requirements.

Ensure the SAP-based systems operate reliably and efficiently.Provide second/third-line technical support in the area of application support.Performance Monitoring of SAP systems and BAU activities.Perform SAP user, transport, printer, and client administration.EWA Analysis, Security check, Audit analysis, SAP OSS Note implementation, and System Audits.Participate in the implementation of SAP system upgrades.Ensure adherence to standards SLAs, and KPIs.Marketplace-related activities and Coordination with SAP vendor.Develop and maintain system documentation for all Processes.Conducted research to address customer concerns.Identified chronic customer issues by creating and maintaining a customer complaint log.Part of the Quality Management team as Configuration Manager.Organising improvements based on Customer Satisfaction Surveys to provide quality services.Led a team of consultants as part of ServiceDesk for 1st & 2nd level IT supportEffective ticket management skills, proactively follow-up open/pending tickets regularly.Organise daily team stand-up meetings and report to the Team manager.Build and maintain effective relationships with technical groups, third-party, and Business streams.

Bayer Business Services Pvt. Ltd. - March 2011 –August 2012• Application Support for BMS (March 2011 – August 2012)Project - Bayer Material Science (BMS), Leverkusen. System monitoring, Transport management, Dump Analysis User & Printer administration and implementing SAP Notes.Number Range & Factory calendar maintenance.Security - User Creation, User Modification, Password resets, Role Enhancement, restricted roles assignment based on specific business areas using SUIM and PFCG.Resolved customer issues in a clear, courteous and straightforward manner via Incident management process.Bayer Business Services Pvt. Ltd. - June 2008 – February 2011• System Engineer with IT OperationsBayer Business Services (BBS) - Application management for custom Bayer applications. Internal support to all the departments across the globe under Bayer AG Group.Application management for custom Bayer applications - User and Data Security Management* User Management in SAP Custom Application support and Bespoke applicationsSupporting customer's requests over the phone , via e-mail and Ticketing tool.Working on PERIGRINE Service Centre with SLA criteria and guiding the Team respectively.Regular Meetings and discussions with German Technology Staff.Carrying out work processes with respect to Information security as per Client Standards.Coordinate with other IT support teams to discuss and resolve related problems.Creating process documents and SOP using ITIL processes.Carrying out monthly, quarterly and yearly Audit of users and their accesses.Handled project transition in Germany Leverkusen.Managed call flow and responded to technical support needs of customers.Provided base level IT support to non-technical personnel within the business.

January 2008 to May 2008Technical support Cordinator -Leading the service desk team, providing explicit IT support to the Finance Risk Analyst team for Single premises with 300+ onsite users.Managed migration project of assets and users during office/building moves.Single point of contact for Handling Technology Support for the Risk Analytics Team.Coordinating with USA Technology Staff to secure access for migrating resources to company's Network Infrastructure.Carrying out work processes with respect to Information security as per Client Standards.Handling Application Support to the Risk Analytics team of 150 users Single handed.Guiding the users to different procedures as per request as to Citigroup policies.Working on Virtual Tickets with Severity criteria's and guiding the Team respectively.Coordinating with Concerned Teams to get issues solved at the earliest as per Urgency.Installing Applications like Citrix, SAS, Eminer, and Rational Functional.Troubleshooting applications.June 2007 to December 2007Information Security admin -Working on Windows Active Directory.Creating new AD accounts, providing memberships to various departmental groups, auditing active/inactive accounts and creating domain local/global groups.Creating Voice Logger accounts for customer representatives of CGSL on cisco and avaya.Providing subfolder level permissions for units as per Business requirements.Creating Application groups & co-coordinating with Citigroup Regional Teams for permission of groups for various Applications across Citigroup.Taking the Subfolder/Application Entitlements & forwarding to Business Units for their review for Citigroup & ISO Audits.Providing customer support to users.Installing, supporting and maintaining new hardware and software infrastructure.Allocating network resources.Provided base level IT support to non-technical personnel within the business.