Dipinesh C K

• Led bridge calls during critical incidents, coordinating stakeholders and providing accurate updates tailored to relevant audiences, ensuring rapid resolution and minimal business impact
• Provided leadership in responding to and resolving major incidents impacting businesscritical services, applications, and infrastructure.
• Oversaw top-tier customer critical accounts to ensure high customer satisfaction levels and progress towards issue resolution
• Created and documented problem tickets for critical incidents, ensuring thorough tracking and resolution.
• Handled helpdesk tickets daily, maintaining high customer satisfaction levels with swift first response
• and resolution times.
• Managed onboarding and offboarding tickets efficiently, ensuring seamless transitions for new hires
• and departing employees.
• Utilized tools like SolarWinds and Pingdom to monitor performance and availability of critical systems, networks, servers, applications, and websites.
• Experienced in using ITSM tools like ServiceNow, Jira, and ManageEngine for incident and problem management
• Engaged in administrative tasks such as managing licenses, group mailboxes, and email accounts in Office 365.
• Created, modified, and disabled user accounts and groups in Active Directory and Office 365, maintaining strict adherence to security protocols
• Administered Okta for user lifecycle management and application provisioning, ensuring efficient access management and enhanced security.
• Administered Proofpoint to enhance email security and reduce phishing attempts significantly.
• Monitored monthly patching activities using Tanium,
• Performed continuous monitoring of network performance and system health using NOC tools.
• Coordinated with network engineers to escalate and troubleshoot complex network issues.
• Identified and resolved network issues, minimizing downtime and ensuring network reliability.
• sending out progress reports and updates to stakeholders, and initiating P1s for disruptions.
• Acted as backup team manager, overseeing team operations and managing workflows during peak periods
• Trained new hires, providing comprehensive onboarding and mentoring to ensure their productivity.

• Ticket management though Service-Now environment.
  Installation of Operating System via SCCM and MTD & other software’s.
• Monitoring sever performance using Tools: Nagios, Solar Winds, Zabbix interface
• Data center monitoring and managing the health check reports of servers and network devices
• Coordinate with Client IT or Corporate IT workgroups when required.
• Managing users and groups on Windows 2003/2008 AD server over 3000+ users. Monitoring the end points with Symantec end point protection server.
• Managing the IT assets through symphony submit asset manager tool.
• Creation and modification of AD user accounts and policies through Active directory.
• Performing backups using Tape library
  Administered Office 365, including managing email accounts, licenses, and group mailboxes.
• Administered Office 365, including managing email accounts, licenses, and group mailboxes.
• Provided support for Office 365 applications, ensuring seamless integration and functionality.
• Conducted Office 365 user training sessions and troubleshooting workshops to enhance user proficiency and productivity.
• Assisted users with Office 365 troubleshooting and best practices, ensuring optimal usage of the platform's features.
• Managed Office 365 security settings and compliance protocols to protect sensitive information.

• Mail client configuration and management
• Antivirus installation and updating on regular basis
• Domain configuration
• Configuring and maintaining user profile in citrix server
• Configuration and maintaining of VPN for un domain users
• Ticket based Problem solving with SLA, Tool used: BMC Remedy
• Extended support for McAfee and Symantec installation and McAfee encryption also

• To work with vendor support contacts to resolve technical issues within the desktop environment exchange 2007.

• User account administration, i.e. Account creation and management and password resets on active directory.

• Familiarize end users on basic software, hardware and peripheral device operation.

• Dealing with hardware and application support queries and issues reported to the support desk and escalated to the desktop support administrator.