Pritam Bera

• Dealing with admins or the global administrator of a company or organization.
• Participated in after-hours on-call rotation to provide 24/7 support for critical issues.
• Tickets are handled with meeting SLA, and CWT.
• Handling issues related to on-premises Active Directory, Microsoft Entra ID, Azure basics, Entra Connect, hybrid configuration, migration of mailboxes, and Outlook issues.
• Handling end-user or reseller issues over Teams meetings, phone calls, and email.
• Providing knowledge of best practices to resellers about security in terms of MailFlow (DKIM, DMARC, anti-spam filtering, anti-malware filtering, connection filtering, outbound spam control, etc.), identity, and access management (risky users, access to Azure resources, providing the right privileges to users for Azure resource access control, conditional access policies, etc.).

• Based on the incident access management, where we receive tickets in Remedy 9, ServiceNow (Snow), and Access Hub, and tickets related to Active Directory and Exchange, we create a new user in Active Directory and grant the required level of Windows groups to provide access to the work environment for the user.
• Share folder access (both Common Share and Project Share), creating a share folder in a particular server path, adding users, removing users, changing the owner, and granting read/write access.
• We create a mailbox for the user in the ECP Tool (Exchange Control Panel).
• Creating DL and DDL, shared mailbox, functional mailbox, group mailbox, and adding admins and owners to the respective mailbox or DL.
• We handle other organizational web applications for production, development, and testing purposes.
• User provisioning and access management for all new and currently working users in the organization.
• Managing AD and Exchange to grant or revoke access for users accordingly.

• IAM, Active Directory, AD Connect, Increasing RAM & HDD capacity of Virtual desktop infrastructure (VDI ), Taking Remote Desktop Connection of client machines and troubleshooting the VDI.
• Creation, deletion, and modification of users in AD.
• Reset the password for users from Active Directory.
• Working on BMC Remedy and SNow Tool.

• Dealing with end users in Canada, the US, the UK, and Australian customers who have installed home routers and business routers from NETGEAR.
• Know how to handle customer queries in a diplomatic way.
• Resolving issues related to the router's configuration, Internet speed issues, intermittent disconnection, port forwarding, port triggering, MAC cloning, TFTP firmware upgrade, VPN network, remote management, assigning static IP and DNS, etc.
• Taking remote access of the customer's computer and resolving any kind of router's networking issue. Configuring the router with all other networking devices, like printer, scanner, IP cameras, streaming TV, Xbox, gaming console, smartphones, tablets, Alexa, Google Home, etc. Maintaining the customer records and doing on-call documentation.

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