Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Mohini Bhatia

Bengaluru

Summary

Accomplished and goal driven Senior IT Consultant with a total of 6 years and 5 months of experience in various technical support roles and delivering client solution in a fast-paced environment. Proficiency in System support and experienced in preparing detailed documents and reports while displaying leadership and providing effective support to team members and clients to achieve the desired goal of customer satisfaction.

Overview

6
6
years of professional experience
2
2
Certification

Work History

Senior IT Consultant

VMware Software India Pvt. Ltd.
Bengaluru
09.2020 - 10.2022
  • Experience supporting Windows/ Linux / MacOS
  • Successfully administered user accounts through Active Directory, O365, Administration and MS exchange.
  • Knowledge of and experience with Windows Server 2016/2019 installation, storage, computing and failover clustering.
  • Advance troubleshooting Mac (Big Sur, Monterey, Ventura) and Windows 10 &11.
  • Understanding of the Linux Operating System and Linux Command Line.
  • Usage of Windows PowerShell for administering and automating administration of Windows systems.
  • Experience Testing, Debugging and Handling Errors in Python programs.
  • Automating tasks using python/powershell scripts.
  • Managing the Knowledge management project and creating Knowledge Articles on regular basis.
  • Knowledge of networking fundamentals like DHCP, DNS, TCP/IP models.
  • 6 years of working experience in the networking domain supporting large IP networks, knowledge of protocols such as HTTP, SMTP, FTP, DNS, etc.
  • Understanding in Network Security Technologies like VPN, firewall, SSL/TLS, IPSec
  • Knowledge of Virtualization and Experience troubleshooting VMware vSphere, configuring ESXi and vCenter.
  • Experience troubleshooting network issues
  • Basic knowledge of identity, Directory , SAML , OAUTH , OpenID Connect , Identity Security and Azure Active Directory.
  • Provided premium support to VIP Customers including investigating technical issues and coordinate with engineering and product teams to diagnose problems and take corrective actions for customers.
  • Excellent communication skills including active listening skills and customer rapport building.Experience working with customers from APAC,EMEA & AMER Region.

Senior Engineer

Mindtree
Bengaluru
07.2019 - 04.2020
  • Sending Communications / Notifications to End users informing them about the Critical incident and the impact and workaround.
  • Follow ITIL procedures for effective quality delivery and ensuring restoration of services as per the agreed SLA.
  • Ensure adherence to Incident, Problem and Change(IPC) Management adherence and process.
  • Run the Bridge call for all Critical incidents with all required teams and stake holder.
  • Monitoring the High priority tickets and acting accordingly.
  • Managing the Critical Incidents and provide workaround within the given SLA
  • Experience working with leading cloud platform Infrastructure as a Service (IaaS) provider AWS, Google Cloud and Azure.
  • Managing the Critical Incidents and provide workaround within the given SLA.
  • Experience of using SQL to create and work with databases and tables and using various commands within SQL.
  • Experience using both JIRA and Confluence, created users, groups, set permissions, configure issue types, screens, fields, workflows etc within JIRA.
  • Experienced in Administration of various tools like AD, O365, Exchange, RSA, VPN, Onedrive etc.
  • Airwatch MDM administration.




Senior Technical Support Engineer

IBM India
Bengaluru
12.2015 - 07.2019
  • Provided L2 technical support via calls, chat and emails to a user base of over 80,000.
  • Worked in all shifts – APAC, EMEA and AMERICAS supporting a worldwide user base.
  • Experience creating users, groups and OUs with Active Directory Users & Computers.
  • Managing user accounts and user licenses through the Office 365 admin center in the Microsoft cloud platform and Windows PowerShell cmdlets.
  • Responsible for SL mitigation, Weekly & monthly service level review reporting, Team stack preparation, New Hire training and Knowledge Base development.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Extensive experience and knowledge working with Networking technologies like, Switches, Routers, Firewalls, Load Balancing, TCP/IP protocol and encryption protocol SSL/TLS.
  • Responded to support requests from end-users via call/chats/tickets and patiently assisted customers through highly technical troubleshooting tasks.

Education

B.Tech - Information Technology

Kurukshetra University

Skills

  • Windows/Linux/MacOS Administration and Troubleshooting
  • O365 Suite, MS Teams, Zoom
  • SQL
  • Virtualization, VMware Vsphere 7,VMware Horizon
  • Windows Powershell/Python Scripting
  • Azure Active Directory Identity & Access Management
  • ITIL Foundation, Incident Management & Change Management
  • Networking skills : DNS & ping, traceroute,
  • Ticketing tools: Service Now, Jira Service Desk
  • Fusion, MDM Solutions and tools
  • LDAP, Active Directory, ADFS, Domain Servers, DNS

Certification

  • VMware Certified Professional - DCV
  • ITIL 4 Foundation

Timeline

Senior IT Consultant

VMware Software India Pvt. Ltd.
09.2020 - 10.2022

Senior Engineer

Mindtree
07.2019 - 04.2020

Senior Technical Support Engineer

IBM India
12.2015 - 07.2019

B.Tech - Information Technology

Kurukshetra University

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Mohini Bhatia