Saurav Kumar Jha Email & Phone Number

Patna, Br, In

Patna, Bihar, India

 Provide hardware/software/network problem diagnosis/resolution via telephoneAVAYA/email/chat-SERVICE NOW for customers end users.  Service Now Ticketing Tool: Assigning tickets to available engineers in shift and route to correct assignment group if work is not in our scope.  Active Directory: Working on user account related queries through WIN P1 Account.  Bit Locker: Helps to pass recovery key & user disk encryption.  Exchange/O365 Admin: DL/Group creation/modification, License allocation/removal, changes in Email/account, MFA, Archive & working on all types of Mailbox related queries.  MS Auth & Okta Admin: Helps authentication on user device & troubleshooting related work.  Remote Support: Taking system on remote for troubleshooting through MS Teams & Dameware.  Intune Company Portal (MDM Support): Configuration & troubleshooting on device.  Administer and provide User account provisioning.  Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.  Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.  Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.  Perform user account management activities.  Escalate complex problem to appropriate support specialists.  Provide all required documentation including standards, configurations and KB's.

Noida, Uttar Pradesh, India

I am working as a IT Support Engineer and being part of Tools Management Team. Manging Jira Service desk & MDM and also partially managing O365, AD, Azure AD & Manage Engine ENDPOINT Central etc for smoothening the process to help end user with their account & access part. I am committed to provide seamless and great experience to end user related to their technical queries. ? Manage Engine Service Desk & JIRA Ticketing Tool: Assigning tickets to available engineers in shift. ? Creating reports, maintaining SLA, working on IT Services projects with INFRA Team. ? Supporting walk-in users and resolving their queries. ? Remote support to users through team viewer and desktop central agent. ? Managing requests from users, assessing their needs, and providing support or solutions accordingly. ? Providing technical guidance or help related to IT-related products and services through mail & call. ? Configuring and customizing the service desk tool according to the organization's requirements. This involves setting up user roles, access permissions, workflows, ticketing rules, and automation rules within the tool. ? Generating and analyzing reports and metrics within the service desk tool. They create customized dashboards, reports, and charts to monitor key performance indicators (KPIs), such as incident resolution times, customer satisfaction scores, and ticket trends. ? MDM Solution: Working on mobile device management (Intelligent Hub) for accessing corporate accounts through Android, ios & Tab devices. Perform troubleshooting, configuration & implementation of apps through console. ? Working on O365 for DL Creation, User Account Licensing, MFA Reset and User Details Modification if required.

Gurugram, Haryana, India

Zendesk Ticketing Tool: Meeting SLA expectation for Infrastructure issue. Resolving issue on Timely manner related to Question, Problem, Incident & Task. Hardware: Making presence of Stock items like RAM, HDD, Keyboard, Mouse, Display/Monitor, Cables etc. and faster procurement process to reduce impact on user task. Software : Regular link check and monitoring, Driver's or software availability to Configure/Re-configure. Network Configuration : An organization staff network availability, configuration and monitoring. Network security implementation (Rules, Policies, URL filtering, Mac Binding etc.): Making and monitoring rules & policies on F/W to prevent from Bandwidth choke, Intrusion prevention etc. VPN Access : Helping mobile staff to access office network. Office365 account: Mail ID Creation, One Drive/SharePoint Access, Mail Backup. Server Access (Tally, HIS etc.): User ID creation to access over Internet. Cloud agent management: User Creation & Modification, Campaign creation, Number activation status & call monitoring, Call routing & forwarding, Call recording flow check etc. Endpoint management: Installation & monitoring of endpoint user device and prevent from any unwanted attack and data theft. Domain user management : All systems are identity managed by AD. ? Inventory management: Assets Active/Stock, All IT Infra Record maintenance including Hardware, Software, Laptop/Desktop, Mobiles/Sim, ILL/SIP, Vendor info, Billing Info, Licensing Info, Branch Info etc. ? Stock availability: Presence of Limited stock of IT equipment at every location. ? DVR management: Camera quality check, Recording backup check, Online status check etc. ? Device configuration backup schedule management: Every Network device config backup on regular Interval for Fault tolerance. ? User Data Backup: Sync all user data with One Drive/SharePoint and take/check backup status at the time of leaving. ? CRM: CRM access, implementation and configuration.

Gurugram, Haryana, India

Install and house the hardware, software & network on floor for agents. Monitoring & Working on AD DS, Anti-Virus Server & Recording Server. Maintain dialer (Yeastar & C-Zentrix) & telephony systems. Reporting problems and tracking changes to the system. Control access to the server/hub room & Also Wi-Fi Management. Maintain Host name, IP address (es) & Power user on all systems. Monitor & updating policies on firewall. Keep documentation of passwords & active devices list (All IT INFRA). Maintain assets list with serial number, make, model & configuration. Install operating system and apply updates and patches. Basic Windows Server and Workstation OS and Application Administration. Manage backup setup & restore of devices configuration & recordings. Tracking IT Equipment’s with vendor & also follow-up for configuration issues. Coordinating with team members for IT Needs & Implementation of new setup. Handling biometric installation & punching related issues. Handling day to day IT related issues.

New Delhi Area, India

Responsible for Server’s Daily Backup and Maintenance. Seqrite Endpoint Security installation and policy implementation as needed. Active Directory user & computer management. Applying GPOs. Virtual machine creation & maintenance with Hyper-V. Resolving DNS & DHCP related issues. Network Installation at New Counters of Enterprise. Maintaining ERP, Thin Client & Tally Server. Offsite troubleshooting if demands by Remote Users. Providing helpdesk support to users as per availability. IT Inventory & Assets Record Maintenance. Mail configuration in mail client such as Outlook & Android App.

Netaji Subhash Place, Pitampura

Providing Desktop Support, Active Directory Management, DHCP & DNS Management, Mail Maintenance, System Inventory Management, Application & Software issue resolution, OS & LAN Troubleshooting and much more related to Hardware & Network Support to end users...

Pitampura

PPC & Adwords account handling, On-page & Off-page Optimization, Providing Technical Support like on printer, system & networking related problem

Master'S Degree, Information Technology, A

B.Sc(It), Information Technology, A

Activities and Societies: By participating in AICRO.

Intermediate, Science, A

Activities and Societies: Singing at 15th Aug.

10Th, Mathematics, A

Activities and Societies: By participating in music.