● Led Microsoft O365 administration, including user management and mail rule setup.● Managed Active Directory server and implemented Group Policy settings.● Spearheaded open-source projects, optimizing operational efficiency.● Resolved P1, P2 issues promptly and efficiently.● Managed Sophos firewall.● Supervised desktop support team, ensuring high quality service delivery.● Communicate with vendors, addressing service related and billing issues promptly and effectively.● Successfully implemented Salesforce CRM project, handling implementation and efficiently resolving issues.● Coordinating with Salesforce developers to implement changes as per the business requirements.

● Managing a 15 Members Omni Channel Customer Experience team – Chat, Emails and CEO Desko First Response and TAT adherenceo Quality and Training Adherenceo Grievance Redressalo Dashboard Managemento SOP Management● Managing a 10 Members Tech Support for Sales Team – Sales Force Case Managemento User onboarding and managemento Region Wise Sales Dashboardo Enhancing User Experience via CSAT

● Licensing of all software and planning for implementation● Interact with vendors to obtain required equipment and software in a timely manner while ensuring budget controls are met.● Design, implement and maintain a consistent backup and disaster recovery plan.● Introduced Ticketing system in office to track all it related issues and resolve help desk requests● Work on critical impact issue and ensured SLA'S are achieved.● Perform regular file archival and purge as necessary.● Create, change, and delete user accounts per request.● Testing and evaluating new technology.

● Working on alerts and ticket process and Strictly following the escalation matrix defined in the tickets and alert ● Work on critical impact issue and ensured SLA'S are achieved and client expectations are meet ● Reported technical challenges and proposed resolution strategies and update to MSP with proper documentation.● Providing voice-based technical support to real-time issues.● Worked on Active Directory based issues.● Windows time service and authoritative time server.● FSMO Roles (Detailed knowledge of each role) and transferring /seizing roles.● Active Directory Backup and Restore issues (Authoritative and non authoritative restore), including system state backup/restore and AD Recycle Bin.● Schema, LDAP, DC Promo (Promotion, Graceful Demotion, Forceful Demotion, Metadata Cleanup of AD database etc), and other AD issues.● Troubleshooting on DNS & DHCP issues● Research client's issues in a timely manner and provide root cause analysis.● Participated in team meetings weekly and provide input on case backlog, technical process, and new processes within the department.● Mentored new engineers by answering technical questions, escalating cases, and teaching detailed process.● Trained with senior system engineers to enhance my personal technical skills as a Technical Support ● Engineer and learned internal process for escalating cases and approving or denying handovers to specific verticals.

● Administration of Windows 2003 and Windows 2008 Active Directories● Administration of Antivirus on servers and clients● Co-ordinate with vendors to resolve hardware issues and tests possible solutions and implements it. ● Writes scripts and batch files as needed to enhance the function of the Operations.● Optimizes computer usage by researching and recommending enhancements for system capabilities and performance.● Prioritizing and managing open cases at one time.

● Managing Team of five and providing direction to them for completing the provided task effectively. ● Handling escalation of the Management staff and providing quick resolutions.● Coordination with Focus Group at the time of issues ( MSO / P1/ P2 )● Coordination with On-Shore resolves groups. ● Sending Outages for on-going issue with On-Shore Team (via Mail).● Collating PIR of CO's from respective floors● Daily Briefings with Service Desk Supervisor ● Creating Reports of Backlog Tickets on Daily, Weekly and Monthly basis● Conduct various meetings and conventions