Summary
Work History
Education
Skills
Projects
Languages
Timeline
Ajay Jana

Ajay Jana

Visakhapatnam

Summary

Having 6+ years of experience in Windows Administration, SOC Analyst, Application Monitoring, and IT Infrastructure Projects and QA Testing. Good communication skills and strong team player, proven success in multi-tasking, and handling multiple responsibilities. Supported multiple Projects - Shutterfly, Snapfish, NOC, Chatbot, Omina.

Work History

System Engineer (Help-desk)

Amazon (Contract)
  • Project Name : Noc (NETWORK OPERATING CENTER)
  • Role : Technical Support
  • Technology : Clarity, Dicar, Hyper V, Fortinet, Watchguard, and Sev360.
  • Provided support on Windows, Firewalls, Access points.
  • Active Directory - Creating Domains, Users, and Groups etc.
  • Provide technical hands-on capabilities with installation and configuration.
  • Provided NOC monitoring, troubleshooting services to the managed devices.
  • Provide technical support service delivery within established guidelines.
  • Performed daily duties including troubleshooting, working on software issues.
  • Performed Windows Updates installation and reboot as per the scheduled slot allotted.
  • Generating RMM, Patch Compliance reports, Firewall Reports on monthly basis.
  • Worked on Performance, Disk related issues.
  • Provided technical support service delivery within established guidelines.
  • Monitoring all servers' health status and blocking suspicious Ip's into Production and Pre-Production Environments.
  • Firewall blacklist using Cloud Security Platforms like, Rackspace and WAF (Web application firewall), and Azure Firewall.
  • Patching and installed new versions to eliminate security problems and protect data.

System Engineer

Valuelabs
Hyderabad
  • Project Name : Omina
  • Role : System Engineer (Help-desk)
  • Technology : Amazon support, Omina ticketing tool.
  • Performed application, server, and network health monitoring and prepared relevant daily and weekly report.
  • Handling Users via Calls, Chats.
  • Providing technical support to the users.
  • Analyzing the requirements and implementing the Change requests.
  • Resolving the customer issues based on SLA.

Technical Support

Inpiredge
  • Project Name : Shutterfly
  • Technology : Azure and Service now
  • Tool : ITIL, Azure , Active Directory, O365, and Internal sites.
  • Ticketing tool : Service Now,Connectwise,Serv360.
  • Handling Users via Calls, Chats, Emails.
  • Resolved over 1000+ L1 & L2 IT support incidents.
  • Providing technical support to all over the ITIL process and performed audits on the process.
  • Patching and Compliance.
  • Coordinated with the users to develop ITIL process strategies for design.
  • Day to day focusing on reducing risk and improving customer relation.
  • Handling Windows, Mac, Linux operating systems.
  • Day to Day activities - Patching, troubleshooting, license activation, adding groups in AD.
  • Handling live support channels, handling L1&L2 level tickets, Outlook issue,Password reset, Whitelisting ip's.etc.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.

Education

B.Tech - Computer Science

Visakha Institute of Engineering and Technology

Skills

  • Windows Desktop Administration
  • Networking
  • Infrastructure and Host Connectivity
  • Windows Support
  • Mac Support
  • Troubleshooting
  • Monitoring security alerts
  • SIEM tools
  • Ticket system development
  • Service desk management
  • Active Directory
  • Group Policy
  • Microsoft Office
  • Hardware troubleshooting
  • Software troubleshooting
  • Manual Testing
  • Automation Testing
  • Software Development Life Cycle
  • Software Testing Life Cycle
  • Test case preparation
  • Test case execution
  • Bug tracking
  • Defect management tools
  • Jira
  • Testing Terminologies
  • Verification
  • Validation
  • Levels of testing
  • Testing techniques

Projects

Shutterfly, System Engineer, Azure and Service now, ITIL, Azure, Active Directory, O365, Internal sites, Service Now, Connectwise, Serv360, Handling Users via Calls, Chats, Emails, Resolved over 1000+ L1 & L2 IT support incidents, Providing technical support to all over the ITIL process and performed audits on the process, Patching and Compliance, Coordinated with the users to develop ITIL process strategies for design, Day to day focusing on reducing risk and improving customer relation, Handling Windows, Mac, Linux operating systems, Day to Day activities - Patching, troubleshooting, license activation, adding groups in AD, Handling live support channels, handling L1&L2 level tickets, Outlook issue, Password reset, Whitelisting ip's, Documented all transactions and support interactions in system for future reference and addition to knowledge base NOC (NETWORK OPERATING CENTER), Technical Support, Clarity, Dicar, Hyper V, Fortinet, Watchguard, Sev360, Provided support on Windows, Firewalls, Access points, Active Directory - Creating Domains, Users, and Groups etc., Provide technical hands-on capabilities with installation and configuration, Provided NOC monitoring, troubleshooting services to the managed devices, Provide technical support service delivery within established guidelines, Performed daily duties including troubleshooting, working on software issues, Performed Windows Updates installation and reboot as per the scheduled slot allotted, Generating RMM, Patch Compliance reports, Firewall Reports on monthly basis, Worked on Performance, Disk related issues, Monitoring all servers' health status and blocking suspicious Ip's into Production and Pre-Production Environments, Patching and installed new versions to eliminate security problems and protect data Omina, System Engineer (Help-desk), Amazon support, Omina ticketing tool, Performed application, server, and network health monitoring and prepared relevant daily and weekly report, Handling Users via Calls, Chats, Providing technical support to the users, Analyzing the requirements and implementing the Change requests, Resolving the customer issues based on SLA

Languages

English
First Language

Timeline

System Engineer (Help-desk) - Amazon (Contract)
System Engineer - Valuelabs
Technical Support - Inpiredge
Visakha Institute of Engineering and Technology - B.Tech, Computer Science

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Ajay Jana