Technical Support L2-Partner Engagement
Position ID L2-02040
WORK EXPERIENCE
Technical Support-L2 Partner Engagement Dedicated Tech
ConnectWise
Dec 2021 - Present
Mumbai
Achievements / Tasks
· Resolving technical issues related to Infrastructure (Active Directory, AD sites and Services, Replication issues, DNS, DHCP, File and Print Servers, DFS, Hyper-V).
· M365 # Basic
· VMware administration- Managing ESXI Host’s VM’s troubleshooting issue related to Network, Storage, performance issues
· VMware agent upgrade
· Sentinel One EDR
· Patch management
· Datto Backup monitoring
· Rapid Recovery Backup tool maintenance
· Cylance Antivirus monitoring and administration
· Server build and decommission
· Demoted server Metadata cleanup, FSMO roles movement
· DFS and replication administration
· Citrix administration # Basic
· Asset list administration
· Bright Guage Reporting
· RMM agent administration
· Server and Desktop OS upgrade
Automation & Integration
ConnectWise RMM
· Monitored health and performance of Windows, macOS, Linux systems, and network devices.
· Managed OS and third-party patching to maintain security and compliance.
· Executed advanced remote tasks using multi-line scripting and AI-assisted script generation.
· Generated and analyzed reports on endpoint health, patch compliance, and key performance metrics.
ConnectWise ScreenConnect
· Initiated and managed remote support sessions with end users.
· Guided users through connection processes using session codes or links.
· Performed basic troubleshooting while maintaining effective communication.
· Adhered to security protocols, including authentication and permission management.
Technical Specialist
Mindtree Ltd.
Oct 2018 – Jan 2019
Mumbai
Achievements / Tasks
· Managing physical and virtual Win servers
· Working on daily incident and change tickets following SLA framework
· Monitoring and allocation of disk space / storage pool
· Monitor and troubleshoot backup failures
· Restoring shared files and folders
· Data access and permission in AD
· Creation and deletion of VM’s
· Communicating relevant risks associated with change tickets and outages.
· Working with third party vendors to troubleshoot hardware, OS and application issues.
· Maintaining backup tape library
Senior System Admin, Quality Analyst, Project Services
Capgemini Technology Services Ind. Pvt. Ltd.
Feb 2008 – Dec 2017
Mumbai.
Achievements / Tasks
· Administration of physical and virtual windows server
· GPO’s, AD, DNS, File and Print server administration
· Working on daily incident and change tickets in BMC Remedy ticketing tool
· Attending change management conference with client and getting changes approval
· Working with third party onsite hardware vendor
· OS patch management – Lumension patching tool
· Monitoring and fixing server health and performance issues
· VMware tool upgrade
· Monitoring and fixing backup failures
· DFS rights and access management
· Restoration of files and folders from backup
· Preparing monthly SLA metric report
System Administrator
Capgemini Consulting Ind. Pvt. Ltd.
Nov 2006 – Oct 2007
Mumbai
Achievements / Tasks
· Build new servers
· Monitor and work on daily incident tickets
· Monitoring performance and health status of Web servers via Topaz application
· Patching servers via SCCM
· New user creation, access and profile management in AD
· Upgrading printer drivers and print server administration
· DNS changes for Web and print servers
System Administrator
WNS Global Services
April 2006 – Sept 2006
Mumbai
Achievements / Tasks
· Configuring, monitoring and troubleshooting MS Office and Outlook issues
· Managing Desktop user’s profile
· Fixing Desktop and application issues via HP Open-view
· Build and decommission servers
System Administrator
Zero Octa Selective Outsourcing Ind. Pvt. Ltd.
Feb 2005 – Mar 2006
Mumbai
Achievements / Tasks
· Pro-active monitoring server health and performances
· AD, DNS administration
· Fixing issues like MS Outlook, User profiles, Print failures, application failures for local and VNC users
· Monitoring daily backups for Exchange, AD and Database servers
· Generating disk space usage report and applying the remediation.
SKILLS
Implementation & Troubleshoot OS on Physical and Virtual environment, Active Directory, DNS, DHCP, Group Policy, File & Print Server, Storage & Backup, Patch management, Change, Incident, Problem, Risk management, ConnectWise RMM, ConnectWise ScreenConnect, Sentinel One, PowerShell scripting, Cylance AV, Datto Backup, Rapid Recovery, M365 administration – Basics, Veritas NetBackup
CERTIFICATIONS
AWS Certified Cloud Practitioner
link
ITILF version 3 Certified
link
VCP 5.5
Link
MCSE 2003
MS-CIT
TRAINING
ConnectWise RMM
ConnectWise ScreenConnect