Summary
Overview
Work History
Education
Skills
Languages
Languages
Timeline
Generic

Dev Agnihotry

Noida

Summary

Seasoned Senior System Administrator with 10+ years of experience in remote technical assistance, Active Directory administration, Exchange Online support, and troubleshooting IT issues. Skilled in handling customer inquiries and resolving complex problems in cloud-based and on-premise environments. Demonstrated record of achieving high customer satisfaction through timely and effective solutions.

Overview

15
15
years of professional experience

Work History

Sr. System Administrator

ITBD
04.2024 - 08.2024
  • Served US customers as a Sr. System Administrator in international Server Support process for 4 months.
  • Delivered remote technical assistance to customers, successfully resolving their queries.
  • Troubleshot and provided solutions for technical problems associated with on-premise as well as Azure Active Directory.
  • Leveraged expertise in handling on-premise GPO configurations to streamline user account management
  • Streamlined DNS setup for domain.
  • Demonstrated expertise in resolving complex DNS Service and Resolution problems
  • Optimized network performance by mitigating DHCP errors with zero downtime.
  • Resolved technical issues associated with Outlook application efficiently
  • Managed Exchange Online administration.
  • Managed and optimized Microsoft Intune protocols for efficient endpoint management.
  • Managed and resolved SOC alerts efficiently
  • Oversaw operations of VMware.
  • Maintained communication channels with customers while resolving technical difficulties over the phone
  • Provided support for various technical issues including desktops, laptops, printers, scanners, antivirus software, MS Office applications, email clients, slow PC performance, virus removal and no internet connectivity.
  • Followed up with customers via emails and calls to successfully close tickets.

Senior System Administrator

Wiseoul
03.2020 - 04.2024
  • Provided technical support to international customers, particularly from the USA during 49-month tenure as a Senior System Administrator
  • Managed both on-premise and cloud-based Active Directory Administration tasks.
  • Identified and resolved Active Directory problems
  • Created and implemented GPOs on user accounts
  • Successfully maintained the setup and troubleshooting of DNS for a newly implemented domain.
  • Enhanced troubleshooting of DNS Service and DNS Resolution
  • Managed and resolved DHCP issues effectively
  • Ensuring smooth functioning of the mail system by addressing Outlook issues
  • Acted as administrator for Exchange Online
  • Provided remote technical assistance to customers, resolving queries.
  • Demonstrated strong communication skills in handling incoming calls
  • Managed customer inquiries regarding various technical issues such as desktops, laptops, printers, scanners, antivirus software, MS Office applications, email clients, slow PC performance and virus removal.
  • Conducted follow-ups with customers through emails and calls.
  • Achieving C-SAT by providing case resolutions in timely manner

Sr. Tech Support Advisor

Welltech Lapz
10.2017 - 01.2020
  • Delivered exceptional assistance to customers from both the United States and Canada for over two years as a Senior Tech Support Advisor.
  • Delivered effective Remote Technical assistance for prompt resolution of customer queries
  • Provided exceptional customer service through telephone communication
  • Demonstrated case ownership for both new and existing clients
  • Provided technical assistance for a wide range of customer queries involving hardware peripherals such as Desktops, Laptops, Printers, Scanners along with software matters like Antivirus installations and connectivity problems including No Internet Connectivity issues.
  • Conducting follow-ups with customers through emails and calls.
  • Met C-SAT goals by resolving cases promptly.

Sr. Tech Support Advisor

Diligent Info Solutions
09.2013 - 10.2015
  • Delivered exceptional assistance to customers from both the United States and Canada for over two years as a Senior Tech Support Advisor.
  • Delivered effective Remote Technical assistance for prompt resolution of customer queries
  • Provided exceptional customer service through telephone communication
  • Demonstrated case ownership for both new and existing customers.
  • Provided technical assistance for a wide range of customer queries involving hardware peripherals such as Desktops, Laptops, Printers, Scanners along with software matters like Antivirus installations and connectivity problems including No Internet Connectivity issues.
  • Conducting follow-ups with customers through emails and calls.
  • Met C-SAT goals by resolving cases promptly.

Sr. Tech Support Advisor

PC Care
10.2010 - 08.2013
  • Delivered exceptional assistance to customers from both the United States and Canada for over two years as a Senior Tech Support Advisor.
  • Delivered effective Remote Technical assistance for prompt resolution of customer queries
  • Provided exceptional customer service through telephone communication
  • Demonstrated case ownership for both new and existing clients
  • Provided technical assistance for a wide range of customer queries involving hardware peripherals such as Desktops, Laptops, Printers, Scanners along with software matters like Antivirus installations and connectivity problems including No Internet Connectivity issues.
  • Conducting follow-ups with customers through emails and calls.
  • Met C-SAT goals by resolving cases promptly.

Sr. Solution Engineer

Quattro BPO Solutions
12.2009 - 09.2010
  • Delivered exceptional assistance to customers from both the United States and Canada for 10 months as a Senior Tech Support Advisor.
  • Delivered effective Remote Technical assistance for prompt resolution of customer queries.
  • Provided exceptional customer service through telephone communication.
  • Demonstrated case ownership for both new and existing customers.
  • Provided technical assistance for a wide range of customer queries involving hardware peripherals such as Desktops, Laptops, Printers, Scanners along with software matters like Antivirus installations and connectivity problems including No Internet Connectivity issues.
  • Conducting follow-ups with customers through emails and calls.
  • Met C-SAT goals by resolving cases promptly.

Education

B.com -

J.P.V.V
01.2007

12th (Com) -

B.I.E.C.
01.2002

Skills

  • Operating Systems: Windows Server 2016/2019, Windows 10/11, Windows Desktop
  • Directory Services: Active Directory, Azure Active Directory (AD), Group Policy Objects (GPOs)
  • Networking: DNS Configuration, DHCP, TCP/IP, VPN, Network Troubleshooting
  • Cloud Services: Microsoft Azure, Exchange Online, Microsoft Intune, Office 365, Virtualization Management
  • IT Support: Remote Desktop Support, Troubleshooting Hardware (Desktops, Laptops, Printers), Software, MS Office (Outlook, Word, Excel), Antivirus Solutions
  • SOC Alerts: Managing and responding to security operations center (SOC) alerts
  • Communication Tools: Microsoft Teams, Zoom, Outlook
  • Troubleshooting Expertise: DNS Resolution, DHCP Issues, Outlook Performance Problems, Virus Removal, Internet Connectivity

Languages

  • Hindi
  • English

Languages

Hindi
First Language
English
Intermediate (B1)
B1

Timeline

Sr. System Administrator

ITBD
04.2024 - 08.2024

Senior System Administrator

Wiseoul
03.2020 - 04.2024

Sr. Tech Support Advisor

Welltech Lapz
10.2017 - 01.2020

Sr. Tech Support Advisor

Diligent Info Solutions
09.2013 - 10.2015

Sr. Tech Support Advisor

PC Care
10.2010 - 08.2013

Sr. Solution Engineer

Quattro BPO Solutions
12.2009 - 09.2010

B.com -

J.P.V.V

12th (Com) -

B.I.E.C.

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Dev Agnihotry