Harshita Dua
Rohini Sec 24 Pkt 20 House no 233, Near Mother Diary
Summary
Resourceful IT specialist with proven expertise in O365 administration, and advanced troubleshooting. Demonstrated ability in problem-solving and decision-making, enhancing efficiency through streamlined support processes. Strong skills in IT asset management, and recognized for delivering exceptional technical support to end users. Experienced Qualys specialist with a solid background in vulnerability management and incident response.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Sr. IT Administrator
Elevate Services India Pvt.Ltd
01.2024 - Current
- Optimized software performance through regular updates, patches, and maintenance tasks to ensure a seamless user experience.
- Troubleshoot and resolve issues related to hardware and software, password resets, Microsoft operating systems, security, desktop applications, and peripherals.
- manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Chat, web forms, or client tracking/ticketing databases.
- Responds to all Customer requests in timely and professional manner.
- Streamlined IT support processes with effective ticketing systems and prioritization methods for rapid issue resolution.
- Identifying and implementing measures to improve system performance and efficiency.
- Provided advanced technical support for hardware, software, networks, and enterprise tools (O365, Azure AD, etc.).
- Maintaining up-to-date documentation of IT systems and processes, and providing training to other IT staff.
- Prioritize, categorize, track, and log calls, tickets, chats, etc. Following client or internal tracking protocols.
- Worked on Office 365 Administration, user creation, troubleshooting related to office 365 applications, exchange, teams admin center.
- Managing Delhi-NCR and UK region's Onboarding/Offboarding process, Hardware Assignment and software Installation/managing all shared drives access and to add the users into the relevant groups through Active directory.
Exchange Online Amabassador
Sherweb India Pvt.Ltd
06.2023 - 12.2023
- worked on queries related to the services, Exchange, Teams,Sharepoint,Office business applications.
- worked on exchange admin center for solving the exchange delivery issues, in office 365 admin center or other admin portal to solve teams,sharepoint technical issues.
- Provided technical support on outbound, inbound calls and the Email support.
- Worked on the Commercial Environment to solve the business licenses queries for the Microsoft Business Users.
Senior Technical Service Desk Engineer
Agreeya Solutions Pvt.Ltd
01.2022 - 03.2023
- Handled escalations from the client for Western Alliance Bank.
- Helped the clients with the query related to all the IT concerns.
- Helped the clients with services such as Office 365 applications, Outlook Exchange, business internal applications, and Windows-related queries: unlocking accounts, resetting passwords, adding and removing clients from groups, and creating groups for users in Active Directory over the calls.
- Handled concerns for the clients to onboard the new employee in the organization through the ITSR's request.
Admin, Technical support associate
Rackspace Technologies
12.2020 - 01.2022
- Exchange On prem and Rackspace Hosted Email
- Handled all the Clients Query related to Office 365 service, Outlook Exchange, Rackspace Emails Portal over the calls, chats or email support.
- Worked on Bulk mailboxes Migrations from one server to another and different domains under office 365 and through Rackspace Inbuilt tool.
Global Escalations Engineer
Concentrix ( Microsoft)
05.2018 - 12.2020
- Managed higher Escalations of, Customer’s with the Office 365, Outlook Exchange online and Windows OS support
- Provided the highest level of technical support to internal and external Customer’s
- Problem analysis and root cause documentation for all issues
- Own and manage concurrent service requests in a ticketing system
- Monitored Aging Escalations
- Documentation and training participation when needed
- Worked under minimal supervision
- Participated in on call rotations
- Must work well in team Environment.
Education
MCA - Computers
Vivekananda Institute of Professional Studies
BCA - Computers
Chanderprabhu Jain College
Higher Secondary Examination -
Higher Secondary Examination C.B.S.E 2012
Higher Secondary -
Sarvodaya Vidyalaya, C.B.S.E, 2010
Skills
- Security tools: Extensive hands-on experience in Qualys Cloud Management, Carbon Black EDR, and Symantec Endpoint Protection, proactive in performing regular security monitoring, daily health checks to identify and address potential intrusions, applying OS patches, and managing vulnerabilities
- Technical proficiency: in-depth knowledge of Active Directory Services, DHCP, O365 administration, and O365 Exchange Center
- Troubleshooting: advanced skills in PC hardware and software troubleshooting, including support and infrastructure troubleshooting of BYOD management, Windows 10/11, and Mac OS
- Tool proficiency: experience with ticketing tools such as Service Desk Plus, Fresh Service, ServiceNow, and inventory management tools like QuickBase
- IT asset management
- Vendor management
Certification
MS-900 Microsoft 365 Fundamentals
Interests
Reading, Travel, Music, Cooking, Sports (Badminton, Cricket)
Timeline
Sr. IT Administrator
Elevate Services India Pvt.Ltd
01.2024 - Current
Exchange Online Amabassador
Sherweb India Pvt.Ltd
06.2023 - 12.2023
Senior Technical Service Desk Engineer
Agreeya Solutions Pvt.Ltd
01.2022 - 03.2023
Admin, Technical support associate
Rackspace Technologies
12.2020 - 01.2022
Global Escalations Engineer
Concentrix ( Microsoft)
05.2018 - 12.2020
MCA - Computers
Vivekananda Institute of Professional Studies
BCA - Computers
Chanderprabhu Jain College
Higher Secondary Examination -
Higher Secondary Examination C.B.S.E 2012
Higher Secondary -
Sarvodaya Vidyalaya, C.B.S.E, 2010