Abhishek KR

Vodafone New Zealand Process

• Setup computers and install software for various applications and programs
• Interact with staff on desktop problems and their resolution
• All the site applications access related issues along with Windows jump host servers issues to manage
• Proactively providing the solutions for all the internal users based on their requirement
• Worked on Windows server administration within an Active Directory environment
• Working experience on ticketing tool – IRemedy, Global Remedy & Helix
• Troubleshooting of Office 365, Cloud Applications, Exchange Online, Share point Online & Windows Server
• Managing Azure Active Directory (Identity Management as a Service)
• Migrating Accounts from On-premises to Office 365 cloud and Auditing of Active Directory
• General administration of Active Directory and Microsoft Exchange create, edit and maintain user accounts, mailboxes, mail contacts, Security groups, Distribution groups, organizational units, and access permissions
• Creating and maintaining Standard operating procedure documents for the Azure Cloud related activities
• Created and implemented directory services on Windows 2012 and 2016 servers
• Assisted the VMWare support team in creation and maintenance of Virtual desktops for third party users as well as internal
• Deploying VM from Azure Resource Manager Templates.Providing remote support using software like FastViewer Int Client
• Installing required software to the user’s system by taking remote session with admin rights
• Support day-to-day operations and management of an enterprise level production database in the cloud
• Incident Management - Taking care of Priority 1 and priority 2 incidents during weekends when required.
• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.

Request Management Team (Level 2)

• Creating user profile in ITSM and AD Server(RDP)
• Tracking and managing the IT assets with onsite engineers for the request to deliver
• Assists with the deployment of software and hardware which is necessary for the user, approved by the manager/HR
• Creation of Telephone number for the user in Cisco tool with the database synchronization
• Assists with IT tasks related to office moves and relocations
• Handling ITSM tickets – incidents and requests – by properly analyzing the details and taking appropriate action.

Microsoft Process

• Handling Windows and Office issues
• Assisting customer if computer does not Boot Windows
• Installation & Configuration of Network printers & Scanner and its basic level of troubleshooting
• Handled issues which support engineers provides the solutions
• Assisting customers to create group policies (GPOs), users, organizational units (OU), groups in Windows Server 2012 R2/2016.
• Providing remote support using software like LogMeIn Rescue.

Cisco Process

• Creating quotations as per customer requirements, working on a concept of quote to cash
• Worked as Internal Auditor, auditing transaction mapped
• Providing coaching and feedback to agents based on performance (Team huddles)
• Meeting the SLA (Service Level Agreements) committed to clients & customers
• Well-handled complex issues Escalation department of Cisco
• Worked on CCW tool to identifying an error and send the report to technical department to correct those errors.