ABHIJEET NEGI
Delhi
Summary
Proven IT professional skilled in incident resolution, infrastructure management, and client support in the production support activities – incident/ issue/ problem based on the agreed SLAs Exposure to the Global Customers. Understand project direction and context within the scope of the service line. Ability to prioritize and organize work in a multitasked environment. Establishing clear communication with the upper management during major issues. Ability to work independently as well as be willing to follow directions and best practices. Proficiency in communicating quick and clear incident status via email in business-friendly language.
Appreciated for updating the knowledge bases, that resulted in an efficient customer experience.
Overview
14
14
years of professional experience
Work History
Senior System Administrator
Innovation Technology By Design
Noida
11.2020 - Current
- Managing more than 50,000 U.S.-based customers
- First point of contact for customer concerns relating to technical issues
- Handles all customer communication with the appropriate level of etiquette, timeliness, and integrity, whilst working towards achieving agreed operational targets
- Understanding of escalation handling procedures
- Resolve known customer support using the knowledge base, direct use of product and operating systems, product user guides, and other reference materials
- Communicate clearly and precisely with customers in written and verbal form and maintain accurate and timely records in the case tracking system
- Participation in Business Intelligence processes including taking an active role in Knowledgebase document creation, incident case notes logging and recording, bug logging, etc
- Exposure to Spam Filter (Barracuda / Proof point) and MFA (DUO)
- Exposure to user management in Microsoft 365, and Active Directory (Permission, provisioning, access, create, block, modify mailboxes).
System Administrator
Wipro
12.2013 - 05.2018
- Monitored and managed Mail Servers in the environment of Microsoft Exchange 2010 and Active Directory
- Providing high-quality technical service to 14000+ Mailbox users and ensuring smooth mail services 24
- 7
- Engage in administrative tasks such as adding, modifying, and deleting group mailboxes and email accounts
- User ID Management from Active Directory (creation, removal, modification)
- Sorting out IP Address assignment issues from DHCP servers
- Assessed organizational requirements for security and implemented security software systems against various attacks
- Performed mail tracking and provided backup assistance for messaging servers
- Performed various activities on Mail Servers such as Monthly Backup of the DHCP Server
- Updating security patch on messaging servers
- Performing mail flow check-ups of the DR server (once in 6 months).
Senior Analyst
HCL
03.2010 - 11.2013
- Ensured that major incidents were managed within SLAs
- Complete standard tasks that have clearly defined processes and procedures
- Analyzed knowledge base availability and created new documents
- Provided support to more than 100 applications for global users
- Create, share, and update the Knowledgebase
- Keen customer-centric approach with skills in developing customer service policies and standards
- Expertise in managing new hire training and continuous improvement programs
- Volunteered training, soft skills, and audit sessions for new team members
- Implemented and adhered to the SLAs, analyzed & resolved complex issues, team ownership & responsibility of issues from start through to a successful resolution.
Education
B.C.A. - Computer And Information Sciences
Chaudhary Charan Singh University
Noida,Uttar Pradesh07-2005
Skills
- Customer Service
- New Hire Onboarding
- Document Management
- Written Communication
- Task Prioritization
- Operating Procedures and Policies
- Teamwork and Collaboration
Accomplishments
- Rising Star in 2021.
- Appreciation for updating the current knowledge base resulting in an efficient customer service.
- Appreciation for reducing the mail back log by more than 50%, by creating templates for known issues and replies.
Language
- English : Proficient
Personal Information
PAN: AIQPN5562L
References
References available upon request.
Timeline
Senior System Administrator
Innovation Technology By Design
11.2020 - Current
System Administrator
Wipro
12.2013 - 05.2018
Senior Analyst
HCL
03.2010 - 11.2013
B.C.A. - Computer And Information Sciences
Chaudhary Charan Singh University
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