Divya Dhole

Project: Shared Service Desk Infrastructure.

• Over 4 years of hands-on experience in IT Service Desk, troubleshooting, and technical support (L1 and L2).
• Extensive experience managing and administering Active Directory, Windows Server environments, and cloud services, like Azure and Intine.
• Strong background in ITIL-based incident management, ensuring high levels of service availability and customer satisfaction.
• Ability to configure, deploy, and troubleshoot cloud-based services, with a focus on Microsoft Azure, Exchange, and virtual desktop environments.
• Skilled in monitoring system performance, maintaining security, and providing user support to meet operational requirements.
• Adept at working independently, as well as part of a team, to solve technical issues and improve processes.
• Excellent communication skills, ensuring effective collaboration with cross-functional teams, and clients.
• Active Directory Management: Administer and manage Active Directory, including user account creation, permissions, group policy configurations, and DNS/DHCP management.
• Azure Active Directory: Design, deploy, and configure Azure AD, including managing users, groups, and security roles. Implement Azure AD Connect for directory synchronization between on-premises and cloud environments. DL and mailbox creation, modification, and removal.
• Cloud Security: Implement security policies such as Multi-Factor Authentication (MFA), Conditional Access policies, and other identity protection solutions within Azure AD. Ensure user authentication and access control are secure and compliant with organizational standards.
• Incident Management: Provide second-level support for incidents and service requests, ensuring timely resolution in line with SLA guidelines.
• Collaboration and Integration: Work closely with other IT teams to integrate Active Directory with enterprise applications and third-party services, including Microsoft 365, and Azure-based tools.
• Reporting & Documentation: Create and maintain technical documentation, knowledge base articles, and operational procedures. Provide detailed incident reports and resolutions.
• Employee Training: Conduct training sessions for employees on new IT systems, security policies, and process updates.

Project Name: IT Infrastructure.

• Provide technical support and troubleshooting assistance to clients in a timely and efficient manner.
• Collaborate with cross-functional teams to resolve complex cloud-related issues and escalations.
• Monitor and maintain the performance and availability of cloud-based applications and services.
• Managing and monitoring the ticketing tool, assigning tickets to the respective team and engineer.
• Maintaining the primary contact with client representatives on all aspects of project implementation.
• Monitoring and checking server health, event logs, and auditing directory service.
• Monitoring the SLA of tickets and keeping all details updated, assigning the tickets to the field engineers whenever required.
• Excellent troubleshooting skills (O365, VPN, Skype, Printer, Active Directory, MS Office, etc.).
• Understanding of Windows 10 and above operating systems; knowledge of macOS will be an advantage.
• Assisting with the configuration and troubleshooting of software and hardware.
• Scheduling the calls with the DC engineers and completing the tasks as per the requirement. Maintaining inventory of IT assets and reports.