Leading L1 and L2 Service Desk team along being an Incident Manager and Change Management SME.Performing MCS ( Machine Creation service) on VDI.Building persistent VDIs and Developer Desktops.Responding to incidents alerts and supporting calls identifying and coordinating with teams that are critical to events resolution.Managing user accounts, application groups, shared mailboxes in Active Directory (enable, disable, creation, deletion of user accounts, addition and deletion of AD groups, giving access to shared drives by adding AD groups, managing shared mailboxes). Also, provide access to shared mailboxes from Microsoft exchange.Managing and rebuilding Autopilot Build devices from intune. Also manages App-v apps using powershell.Troubleshooting issues related to VPN applications like Global Protect, Cisco Any Connect.Managing software updates and latest patches from SCCM. Installation, uninstallation, repairing applications in software centre from back end using SCCM. Reinstallation of SCCM clients. Managing user accounts, devices and reset MFA using azure portal.Managing Citrix VDIs from director portal (restart VDIs, refresh users profiles, assign static and dynamic VDIs to users). Managing user accounts in CyberArk.Drafting and publishing Knowledge Articles so that Team could be benefitted.Training, shadowing L1 and L2 new joiners in their OJT. Addressing user tickets regarding software, hardware.Developing and implementing quality control audit plans.Evaluating production stages and testing the composition of Service Now upgrades, appearance, and functionality of completed products.Working on MSLA (Material SLAs) and Service Improvement Plans to increase employee mobility, allowing them to transition into higher-level roles or move laterally into roles.Strong communication skills with the ability to capture and articulate technical and non-technical details.