Sunny

Worked on NTT Data Global Service Desk (GSD) Operations process team for Project Apollo Tyres limited.
Handled IT service management using ITIL framework.
Used ServiceNow, BMC Remedy, ManageEngine ServiceDesk Plus, Sapphire ticketing tool, Zendesk, JIRA, TopDesk, co-desk portal, and Freshdesk.
Managed incident management and first level major incident management.
Investigated and resolved technical issues remotely and on-site.
Served as first point of contact for end users.
Received, documented, prioritized, categorized, assigned, and tracked tickets to resolution.
Provided troubleshooting and technical support to end users within SLA.
Maintained communication with end users and provided status updates.
Provided on-call support after shift hours as needed.
Maintained knowledge base content.
Handled escalation management.
Monitored and reported against SLA and KPI.
Produced incident trend and resolution time reports.
Documented incident resolution procedures and contributed to ITSM process improvement.
Provided end-user support for desktop PCs, laptops, peripherals, mobile devices, and software.
Troubleshot hardware, software, connectivity, and other technical problems.
Communicated and negotiated with users, specialists, and other staff.
Generated tickets from client complaints and resolved problems.
Managed service management tracking software and follow-ups.
Handled incident and service requests in ManageEngine ServiceDesk Plus.
Monitored open tickets for service level breaches.
Handled fault tickets, route tickets, records, and classified incidents.
Restored failed services quickly.
Prepared materials for escalation calls, low CSAT calls, help file calls, incident management calls, and first call fix exception calls.
Generated daily reports, DSR reports, monthly stats reports, and meeting minutes.
Handled high-priority incidents and incidents causing change.
Performed root cause analysis.
Worked on customer satisfaction and SLA adherence.
Provided first and second level technical assistance and support for incoming queries related to computer systems, software, and hardware.
Generated tickets in ServiceNow and worked with IT infrastructure SME teams to troubleshoot P1 and P2 incidents.
Handled a team of 20 L1 IT engineers.
Monitored and executed end user calls and closed tickets in ServiceNow with proper resolution.
Installed, modified, and repaired computer hardware and software.
Served as escalation point for unresolved issues from L1 and L2.
Managed service management software and knowledge base.
Ensured SLA compliance.
Provided on-call support for troubleshooting, coordination, escalation, and resolution of network incidents.
Worked with third-party vendors to ensure network infrastructure stability and maintenance schedules.
Monitored tickets assigned to the queue and processed them FIFO based on priority.
Redirected issues to the correct resource.
Provided Tier 1 and Tier 2 technical support and escalated issues requiring upper second or third level support.
Handled DHCP, DNS, subnetting configuration, patching, vulnerability management, DLP, EDR, XDR, and email security tools.
Provided end-user network support.
Maintained system documentation and network diagrams.
Monitored and diagnosed network performance issues.
Used remote access tools including Microsoft Teams, Cisco WebEx, Zoom, Bomgar, Skype, Quick Assist, Remote Desktop, TeamViewer, UltraViewer, AnyDesk, Citrix, VDI, Live Meeting, and Windows native tools.
Handled telecom support including PSTN, mobile device management, and Office 365 Anywhere.
Provided hardware support for assembling and disassembling desktops and laptops.
Installed, troubleshot, and repaired HP, Dell, Asus, Acer, and Lenovo devices.
Provided printer support including hardware issues, network printers, software issues, and Wi-Fi devices.
Installed various operating systems including Windows 11, Windows 10, Windows 8, Windows 7, Mac OS Ventura 13.2.1, Monterey 12.6.2, Ubuntu 22.4, Linux 9.1, and Windows Server 2008, 2012 R2, 2016, 2019, and 2022.
Managed VIP users and provided mail access, configuration, software troubleshooting, and patch installation.
Resolved hardware, software, accessories, VPN, and network issues.
Closed an average of 40 to 50 incidents and service requests daily.
Worked with Windows Server Active Directory environments.
Troubleshot creation of user profiles and groups in the domain.
Handled Group Policy, DNS, DHCP, IIS, Certificate Management, and related environments.
Performed Windows server administration and troubleshooting.
Monitored, troubleshot, and administered IT infrastructure including servers, backup, and antivirus.
Handled domain related issues including joining and deleting in office LAN network and VPN related issues.
Used Check Point, Cisco, and FortiClient VPN for WFH user access.
Monitored network using FortiGate firewall portal.
Coordinated with ISP vendors and internal and external teams.
Checked power issues with head office, branch office, plant office, admin facilities, and other departments.
Installed and configured SAP 7.40 GUI and AutoCAD 2021/2022.
Used Power BI Desktop for dashboards, reports, data models, data transformation, modelling, and visualizations.
Built KPI reports using Excel aggregation formulas and pivot tables.
Used Microsoft Fabric for data pipelines, data engineering, and data storage.
Worked with Azure Active Directory, group policy, and user profile creation.
Worked with cloud platforms including IaaS, SaaS, and PaaS.
Used Azure AZ-900 and AZ-104 knowledge.
Managed Azure identities and governance.
Managed Azure AD objects, file and share permissions, user administration, password resets, and MFA resets.
Administered Office 365 including Teams, OneDrive, Exchange, and SharePoint.
Managed users, contacts, guest users, active teams and groups, distribution lists, distribution groups, shared mailboxes, deleted files recovery, MFA setup, SSPR, and access permissions.
Handled Office 365 anti-phishing mail policy.
Worked with Office 365 E1, E3, and E5, Okta verification, Microsoft Authenticator QR code, and new phone setup.
Configured client-side webmail Office 365 and OneDrive installation.
Worked with Google Workspace Business Standard, Google Console, Google Drive, Google Docs, Sheets, Slides, Calendar, Meet, Chat, and Admin Console.
Handled software and patch deployment using SCCM, company FTP portal, OS patching, and WSUS.
Managed and deployed updates, patches, and hotfixes for Windows servers, client operating systems, and Microsoft software.
Worked with McAfee, Trend Micro, Symantec consoles, Endpoint security, GlobalProtect, Zscaler, PKI support, Microsoft Defender, and Forcepoint One Endpoint security.
Managed IT assets and maintained updated asset database for hardware and software.
Verified CMDB after IMAC and change activities.
Prepared monthly MIS reports on asset management.
Updated customers on end-of-life periods for assets.
Handled internal and external asset audits and reporting.
Maintained spare inventory and AMC/warranty details.
Managed software license management and ITAM tool deployment.
Worked with hardware and software teams to update asset configuration management policy, process, and procedures.
Generated quarterly asset inventory reports.
Worked with SCCM, CMDB asset management support, ManageEngine ServiceDesk Plus, Sapphire portal tool, BMC Remedy portal tool, and antivirus console.
Handled DC assets including servers, VMs, routers, switches, UPS, and mailboxes.
Managed IT asset inventory maintenance every weekend and month.
Managed vendor contracts, invoices, payments, and asset disposal activity.
Handled hardware and software IT asset management using ServiceNow CMDB, ManageEngine ServiceDesk Plus, Sapphire portal tool, and BMC Remedy portal tool.
Handled IMAC software checklist and SCCM compliance.
Worked with ManageEngine ServiceDesk Plus admin access, discovery, Windows agent configuration, credentials library, network scan, audit setting, distributed asset scan, remote control tool, scan setting, SCCM integration, snap configuration, tree view, and cluster view.
Managed IT HAM operations and IT asset lifecycle.
Updated run books and process documents.
Prepared PO trackers and Sapphire IMS installation trackers.
Collaborated with internal and external teams for asset audits and vendor management.
Managed IT asset clearance for exit users.
Maintained lost assets tracker and assets insurance tracker.
Ensured physical assets verification and inventory accuracy.
Delegated tasks and trained team members as required.
Conducted store visits to ensure asset organization and storeroom registers.

Working knowledge of Handling IT Service Management: ITIL Framework, Ticketing tool Service Now, BMC Remedy, Manage engine service desk plus, Sapphire Ticketing tool Login, Zen-desk, JIRA, Top-Desk, co-desk portal, Fresh desk, Service-desk portal Management, Incident Management, Handling the first level of Major Incident Management Ability to investigate and resolve technical issues remotely and on-site.
Working knowledge of Handling the First Point of Contact for end-users, responsible for receiving, documenting, and prioritising requests and incidents. Ticket Management manages the ticket queue and ensures that tickets are properly categorised, assigned, and tracked to resolution.
Working knowledge of handling troubleshooting and providing technical support to end-users, troubleshooting issues, and resolving incidents within
Established service level agreements (SLAs). Communication and Customer Service maintain communication with end-users, provide updates on incident Status and resolution, and ensure high customer satisfaction. Provides Support after Shift hours on-call support as needed.
Working knowledge of Handling Knowledge Management for maintaining and updating a knowledge base of common issues and their solutions, to improve Efficiency and reduced resolution time. Escalation Management is used to escalate incidents to appropriate levels of support when necessary and ensure that Escalation paths are clearly defined and followed. Monitoring, and reporting against SLA and KPI.
Working knowledge of Handling Monitoring and Reporting for monitoring the health of IT systems, alerting appropriate support teams to issues, and Producing regular reports on incident trends and resolution times. Documentation and Process Improvement for documenting incident resolution Procedures, identifying areas for process improvement, and contributing to developing and maintaining IT service management (ITSM) processes and policies.
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