Highly accomplished IT professional with over 7 years of experience in IT operations and infrastructure management, specializing in end-to-end service delivery across diverse sectors. Proven expertise in Active Directory, Microsoft 365, ITSM frameworks (ITIL v4), and data center project management, consistently driving operational efficiency, security, and user satisfaction.
ITSM Tools, BMC Remedy, CA Service Desk, Symphony AI, Jira Tool, ServiceNow Ticketing, Freshdesk, Zendesk, ITSM Ticketing, ITIL Framework, ITIL v4.
Incident Management, Troubleshooting & Root Cause Analysis, MTTR, SLA Management, Service Desk Governance.
Technical Support, Hardware Support, Software Support, Remote Desktop Support, Laptop Imaging, System Deployment, Patch Updates, VPN Setups, Deskside Support.
Active Directory & User Management, Windows Server Administration, Microsoft 365, Microsoft Dynamics 365, Assist 365, KIT (Microsoft Application for Perpetual Licensed Products), Server Uptime, Domain Account Provisioning.
Virtualization & Remote Support, Virtual Desktop Infrastructure (VDI), Citrix Director, Citrix VDI, Ureset.
Authentication & Security Management, Multi-factor Authentication (MFA), DUO Admin, Microsoft Authenticator, Riskfacs, ISO 27001 Compliance.
Project Management, Service Delivery, Vendor Management, SLA Management, Process Implementation, Data Center Operations, ISO 20000 Compliance.
MIS Reports, Data Analysis, Performance Tracking.
Senior Analyst
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Summary
Leads IT support and infrastructure management, resolving complex application issues and streamlining operations to ensure secure, seamless user access and high operational efficiency. Addressing intricate application login challenges (Ureset Portal, Riskfacs) and resolving two-factor authentication (2FA) issues with solutions such as DUO and Microsoft Authenticator, guaranteeing secure and smooth user access. Enhancing password management and account procedures by overseeing password resets for VDI users and managing the creation and deletion of domain accounts through Active Directory, thereby boosting access control and security. Recording and monitoring incidents via BMC Remedy, ensuring prompt issue resolution and effective management of Citrix Director accounts to improve operational efficiency. Assisting customers with Trellix account errors during PC lockouts. Offering end-user support during browser crashes, particularly with Edge, Chrome, and other browsers. Aiding with end users regarding mailbox problems, synchronization issues, inbox restoration, and profile resets. Granting admin rights during complex system changes and software installations. Delivering comprehensive hardware and software support for laptops, ensuring optimal system performance for both VIP and regular users while maintaining seamless business operations. Reinforcing user authentication security and access control while enhancing system performance and addressing technical issues to ensure uninterrupted and efficient operations throughout the organization
Technical Support Executive
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Summary
Delivered expert technical support for Microsoft products, troubleshooting complex issues for Microsoft Dynamics 365, and enhancing customer satisfaction.
Highlights
Provided expert technical support for Microsoft products, including troubleshooting and resolving complex issues related to Microsoft Dynamics 365 via chat, voice, and email channels.
Managed customer issues independently and collaborated with Managers and Subject Matter Experts (SMEs) for resolution, ensuring timely escalation to Project Managers when necessary.
Conducted advanced troubleshooting to diagnose and resolve IT issues on customer premises related to Microsoft products, preparing Root Cause Analysis (RCA) for recurring breakdowns.
Supported the continuous evolution of processes and billing related to consumer architecture, handling chat support and billing queries for North American customers.
Network Operations Associate
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Summary
Provided technical support for Nokia network devices, managed incidents, and improved service delivery for South African customers.
Highlights
Delivered technical support for Nokia network devices, troubleshooting and resolving issues related to Fibre Gateway Devices, VPN connections, switches, CPEs, and extenders.
Created, documented, and escalated incidents, problems, and change requests in line with established ticketing standards and SLAs.
Supported end users with daily VDI operations, providing timely updates and effective resolutions using the Nokia Service Desk ticketing system.
Prepared detailed RCAs for service breakdowns, contributing to process improvements and enhancing service delivery for South African customers.
Service Desk Engineer
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Summary
Managed and maintained helpdesk operations for a data center project, acting as SPOC for all datacenter-related activities in accordance with ITIL V4 practices.
Highlights
Managed and maintained helpdesk operations for a data center project, serving as the Single Point of Contact (SPOC) for all datacenter-related activities, adhering to ITIL V4 practices.
Logged, tracked, and escalated incident, change, and service requests, ensuring alignment with service level agreements (SLAs) and effective issue resolution.
Monitored and managed infrastructure alerts, configuration items, and service levels, ensuring service quality met client expectations and internal standards.
Created and presented MIS reports for management, interacting with clients to ensure SLA compliance and issue follow-ups.
Helpdesk Coordinator
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Summary
Served as the Single Point of Contact (SPOC) for all datacenter-related activities, overseeing helpdesk operations in alignment with ITIL V4 and ISO 20000 & 27000 compliance.
Highlights
Served as the Single Point of Contact (SPOC) for all datacenter-related activities, overseeing helpdesk operations in alignment with ITIL V4 standards and ensuring ISO 20000 & 27000 compliance.
Logged, tracked, and escalated incident, change, and service requests using internal ticketing tools; performed basic troubleshooting and escalated technical issues to appropriate teams.
Monitored alerts from various infrastructure devices, managed configuration items, tracked service levels, and ensured SLA adherence through timely reporting and client communication.
Generated MIS reports for management review, maintained and updated the helpdesk system for operational efficiency, and coordinated with vendors for SLA performance and issue resolution.
System Administrator
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Summary
Managed Windows Server 2003 environment and service desk operations, ensuring efficient incident management and minimal business disruption.
Highlights
Managed Windows Server 2003 environment and day-to-day service desk operations, utilizing Engine Plus, BMC Remedy, Jira, and ServiceNow for efficient incident management.
Collaborated with the Incident Response Team to resolve P1-P4 issues, ensuring prompt service restoration and minimal business disruption.
System Administrator
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Summary
Provided deskside and remote IT support via VDI, resolved user issues, and administered Windows Server 2003 to ensure high availability and continuity of IT services.
Highlights
Provided deskside and remote IT support via VDI, resolving user issues through ServiceNow and maintaining regular system backups using SAN for Goa and Ranchi locations.
Administered Windows Server 2003 and delivered onsite support to the Goa region, ensuring high availability, reliability, and continuity of IT services.
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Master
Computer Applications
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Bachelor
Computer Applications
Issued By
Jetking
Issued By
Microsoft
Issued By
AXELOS Global Best Practice
Issued By
AXELOS Global Best Practice
Issued By
Microsoft
Issued By
Microsoft
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Summary
Providing technical assistance to users working from both home and office for an insurance company based in South America. Resolving login issues, managing access controls, and supporting software and hardware-related problems to ensure seamless operations.
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Summary
Worked on a project-based role with Microsoft through Teleperformance, providing premium customer support to clients. Addressed high-priority customer issues and ensured excellent service delivery under contractual agreements.
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Summary
Nokia installed fiber devices at customer locations and provided network support. Responsibilities included resolving network faults and addressing customer issues to ensure uninterrupted service.
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Summary
Served as a Service Desk Engineer at the client location in Ranchi, providing technical support for the State Data Centre Project. Managed various IT-related issues to ensure seamless service delivery.
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Summary
Acted as the first point of contact for IT-related issues within the pharmaceutical domain across the region. Focused on handling escalated tickets raised by pharmaceutical employees, specializing in incident management and ensuring efficient problem resolution.
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Summary
Provided comprehensive IT support for the State Data Centre Project, including incident management, troubleshooting, and technical assistance to ensure smooth operations and timely issue resolution.