Analyst
HCLTECH
مجموع سنوات الخبرة :3 years, 7 أشهر
Working as Active Directory, Office 365, and Wintel Administrator for EMEA based clients with more than 30, 000 users globally providing L1-
L2 technical support and continual service improvement by implementing solutions and catering to the clients’ needs.
Supported a large client base enterprise windows AD composed of multi forest environment with different trusts, sites and services, site replications, domain controllers holding different FSMO roles on 24/7/365 basis to cater a smooth IT experience for internal users.
Created OUs, sub-OUs, groups, added appropriate security permissions, linked default GPOs, and delegated rights to lower tier/apps teams.
Configured and administered AD, DNS, group policies, service accounts, generic accounts, privileged accounts, and security groups.
Administration, support, maintenance, and monitoring of MS Exchange 2010/2013/2016 Infrastructure and Office 365.
Administration, support and maintenance of user/shared mailboxes, archives, shared calendars, group-based licensing, conditional access
policies, retention policies, retention tags, litigation hold, Autodiscover, mail flow, mail delivery, etc.
Created custom rules/policies to block sender/domains and managed licenses via Microsoft 365 Admin Center.
Installed, configured, and managed physical and virtual servers in multiple domains.
Installed/upgraded VM's including OS ranging from 2003 to 2019, patched using SCCM and managed them via vSphere client and Web client.
Maintained disk spaces, backups, RAM, and connections to SAN of virtual servers.
Documented and published Knowledge Articles and SOPs for new and advanced concepts.
Performed Root Cause Analysis (RCA) for P1 and P2 incidents, prepared Problem Statement and collaborated with relevant stakeholders to
mitigate the gap for continual service improvement.
Call logging with OEM for L2 & L3 issues while ensuring complete support, coordination, and resolution.
Administered DHCP Scope Migration Project for Germany Sites wherein actively managed and supervised starting from Scope Planning till
successful Closure of the Project.
Collaborated with 11 vendors globally in NA, LATAM, EMEA and APAC region for Field Service Operations (FSO) to dispatch field technicians
in a timely manner for maximized productivity and reduced costs.
Guided Field Engineers as part of technical team in 24*5 virtual Tech Bar.
Responsible for preparing and delivery of weekly/monthly project reports, PPT and dashboards to senior project manager.
Managed timely asset delivery for new joiners throughout the globe with relevant stakeholders and maintained records in CMDB.
Handled monthly billing reports for dispatch services with vendors as per accrued vs actuals and agreed SOW.
Worked actively on ITIL compliant ITSM Tool: ServiceNow (i.e., Incident, Service Request, Change, Problem, Knowledge Management, etc.).
Onboarded and mentored analysts, conducted training & knowledge transfer.
Worked as Service Desk Analyst wherein served as first point of contact for customers seeking technical assistance over phone, email, or chat and was responsible for ticket creation on ServiceNow ensuring complete resolution within SLA with positive user feedback.
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