Udeep Kumar Sharma Email and Phone Number

• Patch management via multiple tools like PDQ and ManageEngine.• Guiding new joiners for IT-process.• Preparing roster as per the business requirement.• Preparing Ticket SLA reports.• Maintaining MOM for daily team calls.• Address user tickets regarding hardware, software, and networking.• Assisting end-user via Remote tools like Bomgar, and Desktop Central.

• Day-to-day management of the team & task prioritization.• Discover training needs and provide coaching accordingly.• Provided technical expertise to the team when needed.• Monitored progress toward goals.• Managed allocation of resources within the team.• Prepared roster as per the business requirement.• Attended weekly service review call. • Handled outage bridge.

Worked on managing (creation/modification/termination of NT accounts) Accounts in Active Directory for all required profiles in the company, Also used internal tools like AD Manager Plus and T.P. console for managing NT accounts. • Worked on granting the VPN and MsTeams access/license to required Management Teams of the company. • Worked On email creation and troubleshooting using tools: MS Exchange, MTP Webmail (Internal tool). Also, managed the Aliases for the Emails.• Managed the Distribution lists, Contacts creation/modification, OWA access, Email Size Increase, etc. using tool ECP (Exchange Control Panel)/MS Exchange. Managed and troubleshoot the Call Copy access (Granting the access/ Modify the access for Call copy as per the required hunt groups and L.O.B.s) • Worked and troubleshoot on the Proxies in the tool: Symantec. It included whitelisting and blacklisting of the links on the proxies. • Managed Citrix Accounts for clients and Internal Users.

• Co-ordinated with Vendors and the Internal Procurement team.• Worked on AD, Distribution List.• Configured and troubleshoot Microsoft Outlook.• Make sure all the Assets databases are maintained properly.• Maintained asset inventory.• Handled asset mapping for pan India.• Administer and manage all IT peripherals (Headset, Ram, etc.) requirements for pan India.