Technical Support-L3 Partner Engagement Dedicated Tech
WORK EXPERIENCE
Technical Support-L3 Partner Engagement
ConnectWise
Sept 2019 - Present
Mumbai
Achievements / Tasks
- Duo 2fa implementation and management for Windows Login, Office 365
- Integration of Duo 2fa with various other applications
- Setting access policies on 2fa depending on client requirement
- Regularly run vulnerability scans using RapidFire Tools Network Detective
- Provide synopsis of the vulnerability scans
- Manage email security using Proofpoint and Office 365
- Setup new clients in Proofpoint and manage Proofpoint for existing clients
- Manage and setup KnowBe4 training campaigns
- Setting up email encryption solution using EncryptTitan
- Manage and deploy Bitlocker encryption for domain and workgroup models
- Manage SentinelOne endpoint protection and resolve any threats that are detected
- Manage Event Tracker, monitor and investigate suspicious event alerts
- Work on escalated tickets related to Office 365 and Exchange Online
- Migrate environments from On-premise to Azure/Office 365
- Mailbox migration from Gsuite to Office 365
- Manage devices using Azure
- Manage and upgrade VMware/Nutanix virtual environments
- Managing backup solutions on Cove, Veeam and Datto BCDR
- Handling end user tickets and escalations
- Monitoring and Handling server and Network alerts
- Co-ordinate with on-site users and vendors
- PowerShell scripting for O-365 related tasks to pull out reports and make bulk changes
Subject Matter Expert (Autodiscover and mailbox recovery)
Convergys India Pvt Ltd
Feb 2017- Sept 2019
Pune
Achievements / Tasks
- Support Microsoft Office 365 software as a service for clients across the globe.
- To support and resolve general Office365 issues
- Management and troubleshooting authentication issues.
- Troubleshooting all kind of issues with Exchange online
- Setting up and troubleshooting Hybrid with Exchange 2007,2010,2013,2016
- Free/Busy in Hybrid setup with Exchange 2007,2010,2013,2016
- To fix issues with DirSync and AD Connect tool used for Directory Synchronization
- To fix and resolve issues with ADFS
- To troubleshoot on Outlook client 2010, 2013, 2016 issues
- To fix and troubleshoot various migration issues. For ex: IMAP, Staged, Cut over, Hybrid
- To fix and troubleshoot issues with mail flow in general and hybrid scenarios.
- Resolving issues with Phishing, Spam and Spoofed emails
- Support for domain adding and removal
- Troubleshooting general design issues, software Bug detection and reporting to Microsoft product development team.
- Support for general PowerShell scripting
- Troubleshooting issues with Exchange online protection
- Troubleshooting issues with Advanced threat Protection.
- Setting up DKIM and DMARC
- Setting up email security with third party email filters
- Supporting various Security products from Office 365: ATP, Safelinks, anti-spoofing
- DNS management
- Troubleshooting Identity synchronization issues from on-prem to cloud.
- Support enterprise wide initial setup for Office 365 environment.
- Achieving customer satisfaction by providing quick response and timely follow-ups
- Support Microsoft Azure Active Directory sync tool for clients across the globe.
- Advanced troubleshooting of on-prem LDAP object synchronization over cloud (Azure AD).
- Support enterprise wide deployment for various directory synchronization environments like Dirsync, Azure AD connect.
- Troubleshooting and identification of software Bug and reporting to Microsoft product development team.
- SSO authentication and Pass-through authentication issue from AAD Connect tool.
- SSO authentication from AD FS to office365
TSA – Lvl. 1
Convergys India Pvt Ltd
Aug 2016 – Feb 2017
Thane
Achievements / Tasks
- Working as a Customer Support Executive for HP-OOW process.
- Handling inbound calls for Desktop support queries from U.S. and Canadian customers.
- Working on hardware as well as software troubleshooting.
- Identifying and resolving customer issues related to the working of desktops and laptops.
System Support Executive
Kankei Relationship Marketing Services
Aug 2015 - July 2016
Mumbai
Achievements / Tasks
- Support for Server and Network infrastructure of the company
- Working on Cisco switches
- Creating VLANs in Cisco switches
- Experience on Fortigate Firewall. Creating rules and policies on firewall.
- Manage Active Directory components
- Working on issues related to account lock out, group policy and file share access related issues
- Managing Active Directory support. DNS management, creation of DNS records, zone transfers, Creation of Forward, Reverse Lookup zone, Stub Zone.
- DHCP installation and configuration
- Design AD sites and assign subnets as per the requirement.
- Attending and assigning call logs and completion of call logs in the given TAT.
- Setting up and troubleshooting of Microsoft Outlook.
- Handling web hosted mail server.
- Installing & configure hardware devices like Network Printers and scanners.
- Installation and updating of the anti-virus on the servers and all the desktops and Removal of Viruses, infected files from Desktops and laptops.
- Responsible for day-to-day support for Installation of OS like Window 10/7/XP.
- Handling customer calls Regarding Software and Hardware Failure.
- Working with Multiple Vendors for Hardware Equipment Warranty & Solution for any Failure.
- Keep track & proper documentations for all assets and IDs for all users.
- Maintaining server hardware.
SKILLS
- Office 365, VMware vSphere, Nutanix virtual environment, Domain Administration, Email security, Office 365 mailbox migration, Exchange Online Administration, Vulnerability scanning of the network, Azure Active directory Administration, Azure Active directory migration, Cove Backup Management, Veeam Backup Management, Datto Backup, NerdIO
CERTIFICATIONS
Microsoft Certified Server Solutions Expert
Certification number: F657-9138
CEH
Credential ID: ECC8561403279
EDUCATION
BCA, Information Technology
Karnataka State Open University
2018
