Technical Support-L3 Partner Engagement Dedicated Tech
Position ID L3-03037
WORK EXPERIENCE
Technical Support-L3 Partner Engagement
ConnectWise
8th Dec 2022- till present
Mumbai
Achievements / Tasks
· Office 365/MS Teams/SharePoint, OneDrive administration
· Manage performance-related RMM alerts.
· Troubleshoot issues related to email, authentication, and collaboration tools.
· Provide support for Sev1 to Sev4 incidents and requests.
· Manage Non-profit 0365 tenant and user accounts, licenses, and policies via the Microsoft 365 Admin Center.
· Manage end-to-end user onboarding/offboarding.
· Assist in deployment, configuration, and maintenance of Microsoft 365 tools and updates
· M365 Security & compliance.
· Manage DNS registrar (Network Solutions, GoDaddy).
· Manage endpoint security.
· Endpoint deployment and management.
· Tailor and continuously update the Microsoft 365 suite to meet specific company requirements and workflows.
· Ensure data protection, backup strategies, and compliance with IT security policies.
· Administration of Google Workspace, users onboarding/Offboarding/Google Meet/Google Drive.
· Cisco Meraki & SonicWALL basic administration.
· Backup & Monitoring
· Deployment & Patch Management.
· Provide hardware vendor management.
· Provide end-user support.
· Document processes and produce user-friendly guides and technical documentation.
· Basic administration of VoIP (RingCentral & fluntStream).
· Provide support for business applications (Zoom, Slack, WebEx, etc.)
· Provide support for various Tools (CW Manage, CW Automate, IT Glue) etc.
· Asset management.
· Vendor management.
Automation & Integration
ConnectWise RPA
· Configured integration for RPA workflows, including Microsoft 365, SentinelOne, and Bitdefender, ensuring seamless automation across platforms.
· Developed and maintained RPA Workflow Templates to streamline repetitive processes and improve operational efficiency.
· Utilized ASIO Platform’s Hyper Automation Dashboard to monitor and optimize workflow performance.
· Implemented bot permissions and managed access controls for RPA workflows, enhancing security and compliance.
· Executed predefined workflows such as user onboarding, offboarding, and group membership updates, reducing manual effort and turnaround time.
· Gained proficiency in workflow automation concepts and bot functionality to support process optimization initiatives.
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.
Senior Consultant – C1
Capgemini Technology Services
23rd Sep 2019- 28th Nov 2022
Mumbai
Achievements / Tasks
· Administration & troubleshooting of Active Directory / DNS / Group Policy.
· Commissioning/decommissioning of Domain controller.
· Windows OS performance troubleshooting.
· Administration/troubleshooting of windows failover cluster.
· Troubleshooting OS performance issues like CPU/MEM, Disk busy collect & analyze perfmon logs and windows dumps for root cause analysis.
· Administration of VMware Vcenter infrastructure.
· Worked on ESXI down incidents like PSOD or any hardware failure issues.
· Worked on day-to-day tasks under VMware domain (Snapshot creation & consolidation, addition & extension of LUN on ESXI, extension of Disk/CPU/Memory on guest OS).
· Lead global campaign (ESXI patching/upgrade).
· Lead global project to update firmware version on HP C7000 enclosure & DL 580 series of standalone servers.
· Lead global project of SAN migration (VPLEX To PMAX) on all the Windows cluster servers.
· Worked on incidents, requests and change Problem tickets under “Service Now “for ticket management.
· Worked on Major incidents and been on many MIM calls along with various infra teams to work/rectify any top priority and business-critical issues.
Senior Associate
Vara Info Tech
1st June 2017 – 20th Sep 2019
Mumbai.
Achievements / Tasks
· Installation, configuration and troubleshooting of windows server 2008, 2008 R2 and 2012 R2, 2016 server.
· AD, DNS, DHCP, GROUP policy management and troubleshooting.
· Windows OS performance issue troubleshooting.
· Hand-on experience on Microsoft Network load balancer and failover Cluster.
· IIS configuration & troubleshooting
· IIS configuration (website / VD creation) and troubleshooting for live issues (collection of IIS logs/Enabling failed trace request for capturing Freblogs, & Fiddler.
· Hands on experience on Sysinternal tools like (RAMMAP, Process explorer, RASMon, Poolmon, Netmon, ProcDump).
· Installation and troubleshooting of SSL certificate issue on the server.
· Worked on ESXI patching and upgradation project.
· SLA Monitoring, Process and Policies Evaluation, Ensure the ITIL followed.
· Handled incidents, Request, change tickets under “HP Server manager “tool for ticket management.
Senior Windows Administrator
Primus Global Technologies
14h March 2016 – 26th May 2017
Mumbai
Achievements / Tasks
· Supported more than 300 DC with 170 AD multi-site domain forest infrastructure.
· Provide support on AD, DNS, DHCP, File Server, Print Server, Microsoft Cluster and SCOM technology.
· Administration and troubleshooting of Active Directory 2008/2012.
· Troubleshooting AD objects and DC Diagnostics errors, Replication Issues, User Profile/Login, DNS issues.
· Administering and Managing DNS entries, Lookup Zones and different records based on DNS servers.
· Administration and Management of DHCP Scopes, lease and reservations.
· AD object Restoration via IBM RMAD tool also as per Microsoft standard.
· Worked on Double Take technology for replication of data across two sites.
· Creation of Power Shell script to automate the routine task
· Patch Management through WSUS.
· Vendor management for hardware issue.
· Managed Vcenter and ESXI along with virtual machine.
· Creation and management of VMware Virtual machine.
· Provides Physical infra support for HP, DELL & IBM servers.
· Worked on Service now Incident Management Tool to work on P1-P4 incidents reported by users /clients
System administrator
First Credit services
Aug 2014 – Jan 2016
Mumbai
Achievements / Tasks
· Worked on Windows 2008/2k12 AD, DNS, DHCP, File servers and GPO.
· Monitoring Windows server utilization using appropriate tools.
· Server Management of HP & Dell Power Edge R710, R730, R320, 1950, NX400 NAS Storage.MD1000 DAS Storage, HP DL320 etc.
· Daily backup /storage and log monitoring and server health checkup.
· Monitoring & scheduling of critical services and patch updates (WSUS 3.0, 3.2).
· Symantec Endpoint Protection Manager 12.1.xx Small Business Edition
· Symantec SBE migration to Cloud SBE 2013
· AD Migration from 2k3 to 2k8.
· File server migration
· Basic scripts to automate the routine tasks.
Data Center Operation (DCO)
Harjai Computers pvt Ltd
April 2013 – Aug 2014
Mumbai
Achievements / Tasks
· Managing Windows Servers with 24*7 Live Monitoring.
· Configuring and Managing Windows Server 2k3, 2k8, 2k12 Environment.
· Handling HP storage 8400k & HP Storage 8000 Working on Enterprise Modular Library.
· Wintel/UNIX Servers backup through the “HP Data Protector Manager” Tool.
· Maintaining and taking LTO tape Backup for Differential, Full BACKUP on daily Weekly Quarterly and Yearly pool.
· Monitor Backup Jobs & Maintain the Backup Tapes Taking both Ignite backup and net backup of UNIX servers with the help of DAT drive.
· Media Management (LTO Tape installation and movements in tape library, Assigning Media pool, Retention)
· Monitoring HP-UX Unix servers / Database servers / Wintel servers
SKILLS
Active Directory Administration, Group Policy, DNS, DHCP, DFS Management, Exchange Online Administration.,O365/MS Teams/SharePoint, OneDrive administration, Google Workspace Administration, Azure AD Connect/Entra ID ,Microsoft Intune/Autopilot, Cloud technology Azure (IAAS), Virtualization technology - VMware vSphere, Backups (Acronis /Veeam/ Symantec /Tivoli),Antivirus (Sentinel One /Symantec),Firmware update HP/DELL (DL/BL/OneView).,Windows PowerShell Scripting basic, Ticketing tool: Manage (PSA),ServiceNow, BMC Remedy, CW tools: Asio & RMM, PSA(Manage),CW Automate, CW ScreenConnect (Control)
CERTIFICATIONS
MCSA Server 2012 certified.
Az-104 Azure administrator certified
Cisco Certified Network Associate [CCNA certified (640-802)]
ITIL V4 foundation Certified.
VMware vSphere 6.5
Hyper-V server 2022
Sentinel One administration
Azure ADDS/ Entra ID/ Entra Connect
Microsoft Intune
Veeam Backup
Exchange to O365 Migration
TRAINING
ConnectWise RMM
ConnectWise ScreenConnect
ConnectWise RPA