DHANAPAL ASHOKKUMAR

• MDM/MAM/MIAM/MCM: Microsoft Azure AD/Intune/Autopilot, JAMF Pro, JAMF Now
• Azure Right Management Services - RMS service
• Azure Rights management Protection - RMP Service
• Managing End point user devices (Tablets, Smartphones, BYOD) Pushing policies, Protecting organizational data using RMP service. Wiping work profile from End point devices and securing Organizational data.
• Managing user account Creation, Password help, Modification and Termination in AD and Managing User groups and Email in Azure AD and On Prem -AD
• Monitoring Local and Global Network on Solarwinds Tool and escalating to the next level.
• Assisting users on Azure/AWS Cloud VDI Setup and Troubleshooting.
• Assisting users on Oracle VM, Microsoft Hyper-V, SCCM Client, MS Office, Outlook related issues.
• Working with network team in case of New office setup, Migration and Major site related issues.
• Identifying Access Point, DHCP, DNS related issues and route to next level.
• Windows Configuration via Windows AutoPilot and Automating local Desktop deployments using Intune and for R&D teams using Microsoft Deployment Tool Kit (Workbench). Pushing Patch updates via SCCM. Windows Inventory Management and application management via Microsoft Systems Configuration manager.
• Configuring Mac remotely using JAMF Pro. Using JAMF Pro for Advance Mac Management, Inventory Management, App Management, Patching, Self-Service tool for End Users and Integration with G Suite and SCCM
• Inventory Management in JAMF: Automatically collecting hardware, software and security configuration details from Mac devices. Configure setting like Wi-Fi, email and other services remotely. App Management: Centrally deploy apps over the air using MDM and pushing policies for all Apple devices (iPhone, iPad etc.,) Security: Enforcing Passwords and Remotely wiping devices and securing lost/stolen devices
• Assisting on Linux, MAC and Windows OS related issues.
• Hardware support for Dell Laptop/Desktop.
• Data and Voice port activation.
• Fixing APIPA, TCP/IP, Winsock related issues.
• Getting information for TCP/IP Port opening request and route to next level.
• ZScaler, Cisco Any Connect VPN
• Web Client and VPN Certificate generation.
• Managing Cloud based backup tool CrashPlan (Local Storage backed up to Cloud) and Spanning Backup (G Suite Backup)

Tools:1. Ticketing Tool (ITSM) - Service Now

2. Monitoring Tool - SolarWinds, G Suite Status Dashboard, OKTA Status Dashboard

3. SSO- OKTA, SAML

4. Productivity Tools- MS office, G SUITE, Slack

5. Virtualization- Parallels Desktop, VMware Fusion, Hyper-V, Oracle Virtual Box

6. MDM- Microsoft Intune, VMWare Airwatch, JAMF Pro, Apple Business Manager, Parallels MAC Management, SCCM, Google Mobile Management

7. VPN- ZScaler, Cisco Any Connect, OpenVPN

8. SoftPhone - Zoom, Cisco IP Communicator

9. Data Recovery - CrashPlan, Spanning Backup

10. Printer- Network Printer configuration and Troubleshooting via AD.

11. Remote Tools- RDP, Logmein, Zoom, BOMGAR

12. Endpoint Security (NGAV)- Falcon Crowdstrike

13. Antivirus- CrowdStike and Force Point

14. Video Meet: Zoom, GoToMeeting

15. Inventory Management: Azure AD Device Management, SCCM, JAMF Pro

Tools with Elevated Access:

1. Azure AD

2. OKTA Admin

3. AD with Administrator privileges

4. Crowdstrike Power User

5. JAMF Pro for Advanced MAC Management.

6. Microsoft Azure AD and AWS Workspace Admin

• MDM: Microsoft Intune, JAMF Pro, JAMF Now
• Managing End point user devices (Tablets, Smartphones, BYOD) Pushing policies, Protecting organizational data using RMP service. Wiping work profile from End point devices and securing Organizational data.
• Managing user account Creation, Password help, Modification and Termination in AD and Managing User groups and Email in Google Admin Console
• Monitoring Local and Global Network on Solarwinds Tool and escalating to the next level.
• Assisting users on AWS Cloud VDI Setup and Troubleshooting.
• Assisting users on Oracle VM, Microsoft Hyper-V, SCCM Client, MS Office, Outlook related issues.
• Identifying Access Point, DHCP, DNS related issues and route to next level.
• Windows Configuration using Network PXE Boot and Automating local Desktop deployments for R&D teams using Microsoft Deployment Tool Kit (Workbench). Pushing Patch updates via SCCM. Windows Inventory Management and application management via Microsoft Systems Configuration manager.
• Configuring Mac remotely using JAMF Pro. Using JAMF Pro for Advance Mac Management, Inventory Management, App Management, Patching, Self-Service tool for End Users and Integration with G Suite and SCCM
• Inventory Management in JAMF: Automatically collecting hardware, software and security configuration details from Mac devices. Configure setting like Wi-Fi, email and other services remotely. App Management: Centrally deploy apps over the air using MDM and pushing policies for all Apple devices (iPhone, iPad etc.,) Security: Enforcing Passwords and Remotely wiping devices and securing lost/stolen devices
• End User Compute

Tools:

1. Ticketing Tool (ITSM) - Jira, Trimble Ticketing Tool
2. Monitoring Tool - SolarWinds, G Suite Status Dashboard, OKTA Status Dashboard
3. SSO- OKTA, SAML
4. Productivity Tools- MS office, G SUITE
5. Virtualization- Parallels Desktop, VMware Fusion, Hyper-V, Oracle Virtual Box
6. MDM- Microsoft Intune, VMWare Airwatch, JAMF Pro, Apple Business Manager, Parallels MAC Management, SCCM, Google Mobile Management
7. VPN- Cisco Any Connect, OpenVPN, Pritunl
8. SoftPhone - 8*8 Virtual Office, Cisco IP Communicator
9. Data Recovery - CrashPlan, Spanning Backup

10. Printer- Network Printer configuration and Troubleshooting via AD.

11. Remote Tools- RDP, TeamViewer, Apple remote desktop, Logmein, Chrome Remote Desktop

12. EndPoint Security (NGAV)- Falcon Crowdstrike

13. Antivirus- BitDefender

14. Video Meet: Google Hangouts Meet, 8*8 Virtual office Meet, Skype and GoToMeeting

15. Inventory Management: SCCM, JAMF Pro

Tools with Elevated Access:

1. G Suite Admin

2. OKTA Admin

3. AD with Administrator privileges

4. BitDefender Power User

5. JAMF Pro for Advanced MAC Management.

6. Micorosft Intune for MDM/MAM

• Tracked KPIs and created continuous improvement plans.
• Supervised technical support staff service operations and assisted with maintenance advisory.
• Cultivated procedures and standards for system monitoring, investigation and maintenance.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
• Documented all transactions and support interactions in system for future reference and addition to knowledge base.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

• Responded to customer requests for products, services and company information.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
• Provided primary customer support to internal and external customers in fast-paced environment.
• Adhered to quality and time-sensitive call center metrics when answering inbound phone and chat correspondence from platform sellers.