Pinky D

• Handled a 6 member team as a shift lead and as an Senior software engineer, provided support to end-users on Core end user technologies such as Microsoft 365 services, Exchange admin, Teams, SharePoint, OneDrive.
• Performed bulk activations, user setup, and license assignments within the Microsoft 365 admin center to support user onboarding and maintenance.
• Excellent knowledge of MS Windows 7, 8 and 10 platforms administration
• Hands on Experience on Active Directory.
• Active Directory: Creating users and adding computers to Active directory environment and providing file, folder permissions. MS outlook configuration, backup, restore and troubleshooting.
• Actively monitored and reported on system performance and security, identifying potential issues proactively to ensure smooth operation.
• Generating monthly reports of VPN clean up, Bit-locker activity and Compliance.
• Good understanding of GPO configuration and management
• Has good experience on Windows 10 VDI deployment and support using different provision methods.
• Experience with troubleshooting, diagnosing and fixing OS and AD related issues.
• Experience with administration & troubleshooting of Microsoft System Center Suite applications and tools
• Experience with analyzing system logs, service request and monitored them with priority
• Experience with diagnosing, resolving and delivering root cause analysis for automatic alerts, issues and service request.
• Good experience on supporting VDI environment issues likes connection, performance, profile management, application etc.
• Analyzing IT incident requests and questions to identify any trends to avoid future similar problems.
• Shared Mailbox creation. DL Creation, assigning O365 license.
• Deployment of desktops, laptops and other technical equipment and supported mobile devices. Assisted in the development of the customer solutions knowledge base, identify process improvements to reduce tickets SLA.

• Handling clients in person and troubleshooting their technical issues on wifi, router, broadband and IOS.
• Providing technical assistance and support to customers or end-users.
• Troubleshooting and resolving software, hardware, and network issues.
• Analyzing and diagnosing technical problems
• Installing, configuring, and maintaining computer systems and software.
• Documenting and tracking reported issues and resolution steps.
• Training and assisting users in the use of software or hardware.
• Monitoring system performance and ensuring optimal operation.
• Providing recommendations for system improvements or upgrades.

Environment: CIM Application, CBCM application and win cash

Environment: Kindle Direct Publishing Operating Window, Counterpunch.

• Performing quality checks for print book files on the E-commerce website following the SOP to ensure the quality of the books set for final printing to meet the standards to earn trust from the client.
• Supported audit preparation through research, analysis and presentation development.
• Assessed quality of finished books with careful inspections.
• Assisted with independent internal and external audits.
• Cross-trained in both INDIE and ENTERPRISE platforms in order to lend my support based on the business requirement.
• Meeting the process core deliverables and delivering results without compromising the service level Getting adapted to the new updates and effectively communicating questions with the specialists and leads.

Project 1 : PepsiCo "OneTouch"

• Hiring people for our pilot process and dealing with the candidate in the interview process. Supporting the queries and issues of PepsiCo Retailers through Email and calls.
• Updating the contact details of PepsiCo employees. Running campaign for contact maintenance. Creating, updating, and resolving tickets in Microsoft CRM. Supporting the Dollar General store
• Analyzed performance data to identify trends and opportunities for continuous improvement in service delivery.
• Enhanced team productivity by providing regular coaching, feedback, and training opportunities to team members.

Project 2 : PepsiCo ISUM (PRT)

• The purpose of this project is to set up straight-through processing (STP) between the Global CPB client.
• onboarding system - one source and the new brokerage investments platform Pershing for the purposes of opening brokerage accounts.
• Once an account application is approved on OneSource, the account will be seamlessly built on Netx360 and the account number passed back in real-time to one source for immediate delivery to the client. L 1.5 support for PepsiCo Inc. We were managing the users databases who all are working in PepsiCo-Worldwide.
• We are the security team, we give basic access (like username, password) domain access, and any device access.

Environment: CRM Tool, Cognizant's internal tool.

• Attending inbound and outbound calls (E-mail and Chat) for ecommerce clients of Amazon includes all regions like Amazon.com, Amazon.co.uk, Amazon.in and Amazon.ca
• Collecting delivery location of consignee to notify operations to deliver shipments collected without fail as per the commitment
• Attracts potential customers by answering product and service questions; suggesting information about other products and services from merchants
• Maintains customer records by updating call log information using database
• Follow up with the finance team on the settlement of the COD payment back to merchants