Akhilesh Manjunath

• Internally hired for Major Incident Management (MIM).
• Roles and Responsibilities:
• Notify the service desk when a major incident occurs.
• Analyze and identify the possible MIMs to resolve the incident.
• Facilitate the technical troubleshooting efforts and engage additional technical support as needed, including vendor support.
• Liaison between the Crisis Manager and the Technical Team during a Major Incident where the priority is P1-Critical, and the impact involves the Critical Business Application or Core Infrastructure Services.
• Provide half-hour updates on available workarounds to the management.
• Consult with the Crisis Manager if a leadership decision is needed.
• Active Directory responsibilities.
• Coordinate changes with other support teams and leverage existing change management processes.
• Promote and demote Domain Controllers.
• Troubleshoot Active Directory forest trust issues.
• Create, delete, modify, and troubleshoot group policies.

February 2021 - July 2022

Associate Analyst

Worked as a Technical Support Engineer for Microsoft technologies process.

Proficient in handling escalated calls, providing 1st and 2nd level technical support to end users from AMAS, APAC, and EMEA regions.

Worked as an SME (off the papers), training 15 agents on the processes, troubleshooting various Microsoft technology issues.

Handling escalation emails and working on them with deadlines.

Diagnosing, analyzing problems, and finding technical solutions related to global end-user management and administration.

Safety Policy and Threat Issue Assistance. (SPAM)

Assistance in solving various authentication issues for SAP, Workday, VPN, and other internal applications inside the organization.

User assistance during the installation process.