WORK EXPERIENCE
Technical Support L4-Partner Engagement
ConnectWise
Datroo Technologies
August 2023 - Present
Pune
Achievements / Tasks
- Built and setup new Office 365 tenant and provided day to day support on exchange online.
- Performed Migration from Exchange on premise to Exchange online.
- Performed Microsoft Defender for office 365 enrollment setup and configuration
- Performed the Microsoft Intune device deployment, support and configuration.
- Performed Migration from third party email server to Exchange online.
- Setup the policy on Microsoft defender for office 365 to prevent Spamming, Spoofing, Malware, and phishing attacks.
- Managing compliance features such as Message trace, eDiscovery, Litigation hold, content search, Retention, policies, and retention labels.
- Managing users, licenses, groups, and administrative units on office in office 365.
- Provided support and administration for Microsoft teams, One drive, SharePoint online, and Azure active directory.
- Used Security and compliance to improve the secure score of the tenant.
- Setting up the email filtering using exchange online protection.
- Setting up phishing campaign and assigning training to the users.
- Working on alerts generated by servers, service requests by the clients and projects.
- Migrating existing on-premises active directory to Azure active directory using AD sync and troubleshoot the related issues.
- Performed the AD schema update, Migration, Mass Attribute update.
- Creating and setting up new VMs in Hyper V and VMware environment.
- Troubleshooting complex scenarios and cases raised by clients related to VMware, Hyper V, and Failover clustering.
- Performing P2V and V2V migration to and from VMware and Hyper V.
- Performing Migration from on premise Servers, Hyper V, VMware VMs to Azure VMs.
- Creating and setting the new VMs in VMware vSphere environment and troubleshooting the complex scenarios.
- Performed building the VMware environment from scratch.
- Configuring the HA, FT and DRS, Vmotion, Enhanced Vmotion, Cloning and templets in VMware environment.
- Patching the ESXI hosts and VMs.
- Upgrading and updating the ESXi host and the VMs when required.
- Installing new ESXis and VCenter appliances in the customer environment.
- Built new Failover clustering environment with recommended setting.
- Setting up new VMs in hyper V environment, configured them with required resources.
- Setting up the Live migration, Hyper V replication, shared nothing live migration and load balancing scenarios in customer environment.
- Used ConnectWise tools such as Manage, Automate, Control and IT glue.
- Prepared the Scripts and used ConnectWise automate to deploy software, uninstall software and windows Defender for office 365 deployment, ESET deployment, Datto Deployment and many more.
Senior Support Engineer
Microsoft
March 2022 – June 2023
Hyderabad
Achievements / Tasks
- Being SME on failover clustering technology, Handling Severity A cases raised by system administrators with Microsoft.
- Setting up new VMs in hyper V environment, configured them with required resources.
- Built new Failover clustering environment with recommended setting.
- Troubleshoot complex production down scenarios, provided solutions, workarounds, and RCAs for past issue.
- Setting up new VMs in hyper V environment, configured them with required resources.
- Setting up the Live migration, Hyper V replication, shared nothing live migration and load balancing scenarios in customer environment.
- Providing customers, the migration strategies from older OS to new OS.
- Setting up and troubleshooting the storage and storage replication issue in the multisite environment.
- Solving Backup and VSS related queries.
- Providing training for new hires and mentoring them with their routine work.
- Technical point of contact for the team. Assist the team members with the technical expertise needed to resolve and manage cases.
- Co-ordinate with the Product Team for assistance on bugs and known issues.
- Provide advanced technical support by handling escalated or complex customer cases, while under minimal supervision.
- Identify, investigate, research, and provide resolutions on user questions and problems, including hardware, software, networking, or other designated client products.
- Solve problems that are generally unstructured and require extensive use of conceptual thinking skills.
- Log all incoming calls and accurately complete case notes in the call tracking database.
- Follow appropriate escalation paths to resolve technical issues, including making follow-up outbound calls to customers or other parties as needed.
- Working on and solving customer cases on Backup and VSS.
- Helping customers with their new setups and providing them with the action plan most suitable for them.
- Helping customer with virtualization, Disaster recovery, High availability, and fault tolerance solutions.
- Checking the logs and using the detailed analysis providing RCA for the past issue.
- Providing customers with the best practices, suggestions, and preventive actions to prevent future issues.
Support Engineer
Cerberus Networks Pvt. Ltd.
June 2018 – March 2022
Vadodara.
Achievements / Tasks
- Handling the calls from customers, resolving their queries on call if possible, raising a quick case if the issue gets resolved over a call or else raise a support case and take necessary action.
- Configuring the routers to send it to customers.
- Analyzing customers’ environment and providing the best possible action plan for the activities.
- Providing customers with knowledge of the products we have and upgrading them to the higher product.
- Setting up new Office 365 tenant and supporting customer with related issues.
- Migrating the Existing email servers to office 365 using the suitable methods.
- Set up the Exchange and other email server in the hybrid setup with office 365.
- Migrating existing on-premises active directory to Azure active directory using AD sync and troubleshoot the related issues.
- Configuring the Security and Compliance in office 365 tenant, apply policies to prevent spamming, phishing, spoofing, Malware attacks.
- Taking care of compliance with the features such as Message trace, eDiscovery, content search, litigation hold, retention policies and retention labels.
- Setting up new Azure subscription and adding resources, Creating new VMs, Storage accounts, Networks, cloud apps.
- Setting VM scale sets, Availability sets and Availability Zones.
- Helping customers in choosing between IAAS, PAAS and SAAS.
- Setting up a new 3cx server and PBX system and configuring as per the customers’ requirements to help achieve the best solution.
- Setting up and configuring Spam filtering solution such as Spam titan for the customers to provide email security.
- Installing and configuring windows servers on customers’ environment and providing support on day-to-day basis.
- Setting up new Domain controllers and the Active directory domains.
- Performing Active directory Migrations and Updates.
- Troubleshooting the replication issues between the Domain controllers in multi-site environment.
- Setting up the Live migration, Hyper V replication, shared nothing live migration and load balancing scenarios in customer environment.
- Setting up new VMs in hyper V environment, configured them with required resources.
- Creating and setting the new VMs in VMware vSphere environment and troubleshooting the complex scenarios.
- Configuring the HA, FT and DRS, Vmotion, Enhanced Vmotion, Cloning and templets in VMware environment.
- Patching the ESXI hosts and VMs.
- Upgrading and updating the ESXi host and the VMs when required.
- Installing new ESXis and VCenter appliances in the customer environment.
- Built new Failover clustering environment with recommended setting.
- Setting up new servers with roles such as Hyper V, failover clustering, Active directory, File server, DNS, DHCP.
- Upgrading and migrating the windows server operating system from lower to higher version with proper action plan.
- Installing and configuring the monitoring system for the Network, servers, and Virtualized components.
- Troubleshoot complex production down scenarios, provided solutions, workarounds, and RCAs for past issue.
- Updating customer servers with the latest patches, upgrading 3cx servers to the latest available version by coordination with customer.
- Checking regular DPM, Altaro, Veeam backups and troubleshooting if the backup fails.
- Maintaining the Tape schedules for the Tape backups.
- Upgrading the firewalls to the latest firmware available by contacting customers.
- Helping the customer with first line check, trying the bring connection up by doing some basic tasks using file maker, raising the issue with the supplier if the issue finds at supplier in test results and coordinate with them accordingly for resolving customer issues within SLA.
- Providing Network and systems team update of any incident occurred during OOH.
- Setting new goals for and achieving them to improve knowledge and ability to serve organization with more enhanced skills.
- Utilizing the time for completing the projects assigned by senior System or network team.
Technical Support Engineer
Office Beacon Pvt. Ltd.
June 2017 – June 2018
Vadodara
Achievements / Tasks
- Handling the work environment of more than 1200 employees and providing support on various client applications.
- Key role in Windows Server infrastructure Troubleshooting, Support & Basis Role Authorization
- Setup and maintaining Office 365, Rackspace, I-WEB, Exchange, Zimbra accounts of our clients.
- Active Directory Management Viz. DNS/DHCP.
- Configuring & managing Oracle Virtual box, VMware.
- Assigning rights & privileges to users to access files and folders.
- Day to day management & maintenance of MS Windows Server Environment. Active Directory, DNS,
- DHCP, Group Policy, Backup Server, Antivirus and File Servers etc.
- Involved in Installation and maintenance of Windows server 2008 & 2012, 2016.
- Concerned with Remote Server Administration through VNC, Screen Connect, Remote Desktop Connection.
- Active Directory Management Viz. DNS/DHCP
- Maintaining and configuring the hardware as well as software on daily basis.
- Solving the tickets and queries received on emails or telephonic media within the given timeline and achieving the SLA.
- Maintaining the hardware and Software compliance using OCS and Manual updates
- Working and troubleshooting windows and Linux based systems and network related issues for support in production.
System and Network Administrator
Rigel Networks Pvt. Ltd.
Sept 2016 – June 2017
Vadodara
Achievements / Tasks
- Having an ability to handle the real time Hardware and software related issues of customer received on call and resolve the queries within required time span.
- Having excellent communication skills with convincing abilities, capabilities of problem resolution/ troubleshooting and end to end clarity.
- Handling and monitoring the real time applications and taking care of all tasks to be done, handling and providing remote support for applications.
- Supporting the real time environment of production unit located in India and Manila.
- Generating daily and monthly reports such as EKFC, QF and other important reports.
- Creating and uploading the files on the servers and monitoring the servers.
- Having an ability to generate the tickets of real-time issues and taking care of all the open tickets to be solved within a timeline.
- Assuring working process with innovative ability in establishing quality systems, proper procedures and planning, scheduling, organizing for the completion working tasks well in advance and maintain confidentiality information with high priority.
- Installation and Troubleshooting of Hardware, Software, Network
- Installation, Configuration and troubleshooting of Server mention.
- Active Directory Server, DNS Server, Web Server, Exchange Server
- VMware Administration
Technical Support Executive
Kochar Infotech Pvt. Ltd.
July 2015 – Sept 2016
Vadodara
Achievements / Tasks
- Possess skills for technical support function activities of queries of clients. Experience of handling outbound calls for services pertaining to BPO.
- Having excellent communication skills with convincing abilities, capabilities of problem resolution/ troubleshooting and end to end clarity.
- Having a positive attitude to understand & justify the role of Customer Service deliveries & standards.
- Assuring prompt and accurate completion of given task / routine services requested by the customer, Adhering to customer service standards.
- Assuring working process with innovative ability in establishing quality systems, proper procedures and
- planning, scheduling, organizing for the completion working tasks well in advance and maintain confidentiality information with high priority.
SKILLS
- Windows Server Administration, Active Directory Management, Azure Administration, VMware Administration, Hyper V, Failover Clustering, Office 365, Backup and VSS, Storage and Storage Virtualization, Storage Spaces and S2D, Patching, 3CX Administration
CERTIFICATIONS
Microsoft Certified: Azure Fundamentals
October 23, 2023
Credential ID: 291B33EF4F9E82C2
MCSA (windows server 2016)
December 2018
Credentials: H030-0487
3cx- Basic
October 2018
3cx – Intermediate
March 2019
EDUCATION
Bachelor of Engineering in Information Technology
Gujarat Technological University
June 2011 – May 2015
Vadodara
