Was of part of the VMware - Broadcom acquisition which closed Nov 2023. Roles remains the same as Vmware

Windows Server, Mobile Email Management, Mobile Device Management, VMware Boxer, VMware AirWatch, Secure Email Gateway, On premise and SAAS support, IOS - MacOs platform support, VPN management, Network Analysis(Wireshark), Log analysis, Working on Salesforce lightning tool, Jira, Confluence, Bugzilla etc.

Working for a client named “Seadrill”. Major responsibilities are listed below: •Responding to client support requests.SCCM, Azure, Active Directory, Domain Controllers.•Configuring and troubleshooting DNS and DHCP-related issues.•Performing monthly maintenance and patching activities for physical and cloud servers.•Creating and modifying group policies for vast organizations.•Creating and decommissioning of virtual machines on Azure.•Working on Azure.•Troubleshooting various issues related to servers, Active Directory, BitLocker management, GPOs, Adfs, and Software center management.•Driving bridge/ calls for major/priority incidents.•Creating knowledge base articles and running books for unknown issues.•Contacting clients to find out the nature of the problem.•Traveling to the client’s location or connecting via a remote link.•Boost overall production by effectively managing all production-related hardware and software issues to expedite and drive to resolution.•Provide account support for managing print services for customer accounts to include device and account setup, verification, and reconciliation.•Installing and maintaining hardware and computer peripherals.•Installing and upgrading operating systems and computer software.•Troubleshooting networking and connection issues.Advising on software or hardware upgrades.•Providing basic training in computer operation and management.•Create reports to see the progress and Service level (SL) of the incidents).•Working on Microsoft Active directory and various different tools to check the specifications of accounts and users.•Checking various/different logs to identify the cause of the issue.•Handling escalations over emails and calls and working on measures to prevent them in the future.•Support users with VPN and Network related issues.•Solving issues related to print services.

Major responsibilities listed below:•Research and identify solutions to software and hardware issues•Diagnose and troubleshoot technical issues, including account setup and network configuration•Ask customers targeted questions to quickly understand the root of the problem•Track computer system issues through to resolution, within agreed time limits•Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue•Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)•Provide prompt and accurate feedback to customers•Refer to internal database or external resources to provide accurate tech solutions•Ensure all issues are properly logged•Prioritise and manage several open issues at one time•Follow up with clients to ensure their IT systems are fully functional after troubleshooting•Prepare accurate and timely reports•Document technical knowledge in the form of notes and manuals•Maintain jovial relationships with clients.•Study and analyse different system logs and reports to find the root cause of the issue.•Handling client escalations thru email and responding with relevant findings.

Worked for client named “XPO Logistics” supporting their users with hard ware and software related issues. •Identify and diagnose issues and problems•Categorise and record reported queries and provide solutions•Support problem identification•Advise users on appropriate course of action•Monitor issues from start to resolution•Escalate, if needed, unresolved problems to a higher level of support•Provide essential online security advice and support.Working on Service Now to create client incidents and requests.•Working on Citrix tools, Active directory to resolve queries or issues.