Bhanu Aravind Aalimilli

Roles and Responsibilities at Birlasoft:

(Supporting two clients: Cision and ESAB end users.)

• Provide 24/7 IT support to global users via the ServiceNow ticketing system, email, and Zoom remote application.
• Assigning and managing applications to end users' profiles through the Okta admin center.
• Performing onboarding and off-boarding processes, ensuring smooth IT setup for end users
• Hand on experience and knowledge of Windows Server 2012 Active Directory Services and Okta Admin & managing user management as an administrator: resetting passwords, creating and deleting user accounts, and MFA integration
• Supporting BitLocker encryption and generating keys from Azure
• Administration of O365 and the Exchange Admin Center for managing/creation of group IDs, email IDs, distribution lists, and administering O365 licenses to the users, and giving permissions to shared mailboxes
• Windows 7 and Windows 10 administrative troubleshooting experience
• Remote service desk assistance and troubleshooting for users experiencing system issues, Outlook-related, browser installations, and VPN troubleshooting
• Experience in troubleshooting Citrix Receiver and knowledge of Virtual Desktop Infrastructure
• Managing major incidents (P1, P2), ensuring that they are logged, progressed, updated, authorized, expedited, and resolved within the scope of the Service Level Agreement.
• Working as a MIM Manager for the customer to provide the status update through email communications whenever a major incident occurs.
• Driving the MIM Bridge by involving all relevant resolver groups, and continuing the discussions until the major incident is resolved.
• Ensuring that all the resolution procedures are updated in the knowledge database and ticket work log.
• Ensuring that appropriate third-party escalation occurs when required.
• Managing user mailbox, mailbox permissions through Office 365 Admin Center.
• Mail flow troubleshooting through the Office 365 Admin Center.

Roles and Responsibilities in Brillio Technologies:

(Supporting External Clients - GCS & GTS Telecom End Users)

• Providing complete end-to-end IT support for 400 users with the support team of four.
• Support the messaging environment in the cloud (Microsoft O365).
• Involved in the migration of a total of 400 users from switching one domain to another domain in 45 days.
• User provisioning in Active Directory/Azure Active Directory.
• Being the central point of contact for users regarding any major incidents by initiating P1/P2 bridges and driving the bridge until the closure of the P1/P2 tickets, and post-resolving P1/P2, scheduling RCCM calls with the resolve team.
• Coordinate the interface with Microsoft Premier Support for tickets that cannot be resolved.
• Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution.
• Addressed user, customer service concerns, and decided when to escalate problems to specialist team members.
• Created user accounts and assigned permissions.

Roles and Responsibilities in Vodafone Shared Services, India:

(Supported for Internal Vodafone End Users)

At Vodafone, I managed two BAU activities.

1. CSD customer service desk (Global Technical Desk):

• Providing Tier-1 support for desktop and laptop IT issues for Vodafone employees (India, Germany, UK, Qatar, Ireland).
• Assisted customers with various types of technical issues via email, live chat, and telephone.

2. SMC Service Management Center:

Monitoring Ireland Vodafone retail stores application, such as server alerts, health monitoring, and threshold/disk space usage.

• Provided L1-level technical support and troubleshooting to internal Wipro India users.
• Working with location IT managers regarding any IT issues raised from all GEO locations.
• Attending to end-user queries through e-mail, phone, and chat using remote tools within the SLA.
• Connected to the computers of users using Bomgaremote to install programs and to troubleshoot issues.
• Troubleshooting L1 Outlook-related issues, browser, and VPN.
• Installed, configured, and maintained computer systems and networks.
• Install antivirus software and check daily patch updates for end-user systems, and coordinate with the antivirus team.
• Installing CITRIX Recovery and performing L1 triage before escalating to the Citrix team.