Lila Madhuri Sahoo
Bhubaneswar
Summary
Career Objective: -
I am an experienced IT Service Desk SME with a strong background in IT support, incident management, and process optimization. I specialize in troubleshooting complex technical issues, managing escalations, and mentoring junior analysts to enhance overall service efficiency. Strong knowledge of incident management, problem management, and service improvement. Skilled in handling escalations, mentoring team members, and working in high-pressure environments.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Support Executive/SME
Tech Mahindra
03.2023 - Current
- Provided Level 1 & Level 2 IT support to resolve technical issues efficiently
- Managed incident escalations and worked closely with Level 3 support teams
- Acted as SME (Subject Matter Expert) for critical applications and services
- Led process improvement initiatives, reducing ticket resolution time
- Created and maintained knowledge base articles, improving team productivity
- Assisted in new hire training and mentoring for junior analysts
- Collaborated with teams to improve ITIL processes (Incident, Problem, Change)
- Monitored and analyzed IT service performance to enhance overall efficiency
- Administered Azure Active Directory, managing users, groups, and roles for seamless identity and access management
- Support, manage, and Administrate Global Client Infra and Global Users Through calls, Emails & chats
- Providing Different types of applications Supports, Systems support & troubleshooting the User's issues
- Create, Enable, disable, and reset AD ID, & Azure AD, and Outlook Email on the Manage Engine tool
- Creating and managing email id, DL, and Share mailbox role and O365 as per client requirements
- Supporting IaaS different clients, Creating New VMs in Azure and VMware as per client requirements
- Handing P1 and P2 alerts for servers like Server Down and System load issues
- Configured and monitored Azure Backup and Azure Site Recovery for disaster recovery and backup strategies
- Working On Various Ticketing tools like SAP Resolve, BMC Remedy, and Service Now, Experience in using Ticket Management tools
- Escalations are performed within the SLA timescales
- Creating different change tickets and preparing KB for the different types of activity for prod and non-prod servers (DB, Exchange, Domain control, and different applications server)
- Strong knowledge of
- Incident, Request, and Change Management processes
- Identify, resolve, and/or escalate hosting issues according to procedural documentation and training
- Translate business requirements to technical Assist with all stages of the test, development, and maintenance
- Manage Azure subscriptions
- Manage resource groups, Manage role-based access control
- Deploy and manage virtual machines (Create and configure VMs for Windows and Linux)
- Configure and manage virtual networks
- Create and configure a Network Security Group
- Implement Azure load balancer
- Integrate on-premises network with Azure virtual network
Senior Operational Executive
Infosys
10.2019 - 02.2022
- Provided L1 Technical Support to the Client .
- Administered Azure Active Directory, managing users, groups, and roles for seamless identity and access management
- Support, manage, and Administrate Global Client Infra and Global Users Through calls, Emails & chats
- Providing Different types of applications Supports, Systems support & troubleshooting the User's issues
- Create, Enable, disable, and reset AD ID, & Azure AD, and Outlook Email on the Manage Engine tool
- Creating and managing email id, DL, and Share mailbox role and O365 as per client requirements
- Supporting IaaS different clients, Creating New VMs in Azure and VMware as per client requirements
- Handing P1 and P2 alerts for servers like Server Down and System load issues
- Configured and monitored Azure Backup and Azure Site Recovery for disaster recovery and backup strategies
- Working On Various Ticketing tools like SAP Resolve, BMC Remedy, and Service Now, Experience in using Ticket Management tools
- Escalations are performed within the SLA timescales
Education
Master - Computer Applications
Utkal University
Bhubaneswar, Odisha01.2021
Bachelor - Computer Applications
Utkal University
Bhubaneswar, Odisha01.2019
HSC -
JAWAHAR NAVODAYA VIDYALAYA
Koraput, OdishaSSC -
JAWAHAR NAVODAYA VIDYALAYA
Koraput, OdishaSkills
- Microsoft Certified: Azure Fundamentals
- Azure AD,
- Windows Active Directory
- Office 365, Outlook
- Technical support
- Windows, MAC
- ServiceNow and Ivanti Help Desk Solutions
- ITIL
- ITSM
- C
- JAVA
- C#
- HTML 5
- CSS
- Jira Service Management
- ServiceNow
- My SQL
- SQL Server
- Eclipse
- Visual Studio 2016
- AssitsEdge
Certification
Microsoft Certified: Azure Fundamentals, https://learn.microsoft.com/api/credentials/share/en-us/LilamadhuriSahoo-7264/B64FF810944F9A3B?sharingId=EEDF32B867D54E9F
Timeline
Technical Support Executive/SME
Tech Mahindra
03.2023 - Current
Senior Operational Executive
Infosys
10.2019 - 02.2022
Master - Computer Applications
Utkal University
Bachelor - Computer Applications
Utkal University
HSC -
JAWAHAR NAVODAYA VIDYALAYA
SSC -
JAWAHAR NAVODAYA VIDYALAYA
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