Summary
Overview
Work History
Education
Skills
Personal Information
Affiliations
Interests
Additional Information
Timeline
Generic

Priyanka Mohanty

Bengaluru,KA

Summary

  • Job Summary
  • 9+ years of Experience in Information Technology.
  • Good at handling Windows AD, Exchange server, software runs on Microsoft platform
  • Ability to quickly analyze & diagnose the problem
  • To participate & Work with Local & Global Team
  • Working in as Global Technical Support Engineer in 24/7 for all regions (NA, EMEA, and APAC) supporting for small and large environment which includes windows 2003 & 2008 and exchange 2003, 2007
  • Worked with popular ticketing tool like HP Open view, Remedy 6.5 and 7.6 for Incident, Service requests and change control ticket process
  • Acquired knowledge of handling Customers/Clients and their needs from my work experience so far in all the organizations worked.
  • Shown interest in accepting Ownerships/Initiatives and adhered to it
  • Actively participated in learning new things and being innovative.

Overview

18
18
years of professional experience
1
1
Language

Work History

Senior Technical Support Engineer

  • Providing L2 and L1 support for IT infrastructure for leading Global companies.
  • Provided support to users through calls and remotely.
  • Troubleshooting problems related to Office Applications, other software issues, CITRIX, VPN, Blackberry etc.
  • Providing Access to Shared Area, Creating/Deleting User / Groups, creation of Distribution lists, Software Access, Software removal, Providing Access to Mailbox.
  • Running scripts for Registry Locking/Unlocking, Firewall Locking/Unlocking.
  • Working and troubleshooting knowledge in CITRIX.
  • Working Knowledge on AD and Server 2003.
  • Interact and co-ordinate the support service with different teams in IBM and Client side.
  • Managed transition of projects comprising key responsibility of interacting with the clients user groups and streamlining of helpdesk processes/concepts and knowledge base.
  • Created new Knowledge base all to-gather for the account, and also actively maintained the database by keeping it updated with all the important information.
  • Perform incident management so that normal services are restored as early as possible.
  • Co-ordinated high priority issues with support groups.
  • Participated in Global Delivery Framework meets.
  • Mentored and trained new hires to the account.

Technical Specialist Messaging

I. Microland Limited
04.2016 - Current
  • Provide L3 support to Messaging and Collaboration services which includes Exchange 2010, Symantec Enterprise Vault and Blackberry Enterprise Servers.
  • Ensure processing of Incidents, change requests and problems as per the agreed level of services.
  • Manage PGP Encryption tool to provide secured email exchange for clients.
  • Manage gateway email security through Mimecast and IronPort.
  • Manage MDM solutions such as MobileIron and Good Technology for mobile users on iOS and Androids.
  • Perform Patches and Rollup installations as per the requirement and coordinating with respective vendor for any update on the servers.
  • II.
  • IBM India Private Limited.

Microsoft Exchange Administrator

08.2008 - 09.2015
  • Creating users in AD and Group Management.
  • Administering Exchange user's mailboxes & distribution lists.
  • Creating and Troubleshooting Shared Mailboxes & calendars.
  • Troubleshooting mail issues, NDR issues and message tracking.
  • Resolving technical issues for Microsoft Exchange 2007/2010.
  • Solving user's issues in remote on various domains.
  • Manage user accounts, permissions, and email.
  • Perform basic troubleshooting analysis of servers, workstations.
  • Database maintenance activities moving mailboxes, Database movement within DAG for Mount Space related issue.
  • Managed messaging environment with Exchange Server 2003/2007 & Blackberry servers in various locations.
  • Ensuring highest availability of mail servers, monitoring exchange message routing, database backup and troubleshooting.
  • Troubleshooting & Administration of Mail Routing / Mail Flow.
  • Supporting Offline Address book, Calendaring and free busy related issues.
  • Maintaining Server health by checking Performance monitor logs, disk- space utilization, Events viewer reporting and taking corrective measures.
  • Working and troubleshooting with OCS & Microsoft Lync 2010.
  • Mailbox Restoration, Movement, message tracking.
  • Administration and management of Blackberry servers (4.0 and 5.0).
  • Managed messaging environment with Exchange Server 2003/2007/2010 & Blackberry servers in various locations.
  • Scripting for bulk object requirements, add and disable multiple users, adding multiple users in DL to remove certain mail from all mailbox or DL.
  • Working on tickets on the basis of ITIL process.
  • Supporting people onsite around the globe (EMEA regions).
  • Mentored and trained new hires to the account.

Technical Support Engineer

Hewlett Packard India Private Limited
04.2007 - 07.2008
  • Providing day to day support to User Queries from Australia & New Zealand.
  • Hardware and Software Trouble shooting of the Printers.
  • Installing Printer, Configuring, Updating the Drivers and Resolving USB and Wireless Printer issues.
  • Provide process measurements for the purpose of continuous service delivery improvements.
  • Arranging Call back to the customers to solve their technical queries as per their requirements and H.P Policies.
  • Arranging dispatches of the Printer's as per the customer's requirements; this included acquiring proper authorization from the concerned department for the dispatch, assigning job to the onsite engineer if required, and follow-up the dispatch to make sure the end user receives it in time and is able to use it properly, thus ensuring a perfect c-sat.

Education

Bachelors of Arts - Sociology

B.J.B. Autonomous College
13.07/1982

Skills

  • Windows System Administration: MS Windows server 2003, 2008, XP, Vista, Windows7, AD, DNS & server roles of Windows 2003 & 2008
  • Messaging Administration: Active directory, Microsoft exchange 2003, 2007, 2010, LYNC, OCS & Power Shell Scripting
  • Active directory, AD, backup, basic, book, c, CITRIX, Hardware, Encryption, Client, clients, Database, Delivery, DNS, Drivers, email, engineer, English, Firewall, gateway, Hindi, IBM, ITIL, Messaging, Access, Exchange, Exchange Server, Microsoft Exchange, Microsoft exchange 2003, Mail, Office Applications, Windows, Windows7, MS Windows, Enterprise, Policies, Printer, Printers, processes, reporting, requirement, Routing, sat, Servers, scripts, Shell Scripting, Scripting, Symantec, System Administration, Trouble shooting, Troubleshooting, USB, VPN, Vista

Personal Information

Indian

Affiliations

  • Installing, Configuring, and Administering Microsoft Exchange server 2010 (Exam ID : 070 -662) Professional Trainings
  • Corporate Training on Windows 2003 Active Directory
  • Corporate Training on Exchange 2007 & 2010.
  • ITIL V3 Foundation Training for ITSM.
  • Extensive training on MCITP (Windows Server 2008, Active Directory and Exchange server 2007 from Jetkings Bangalore.)

Interests

Hobbies and Interests: , Reading, Music and Cooking Nationality:, Passport Number: H2504330 Permanent Address : D/o Padmaja Mohanty, infront of Kafla Outpost Stoney road, Cuttack, Odisha - 753002 Priyanka Mohanty

Additional Information

  • Awarded Service Delivery Excellence award at IBM. Received an award for outstanding contribution at IBM. Was awarded top contributor twice in IBM.

Timeline

Technical Specialist Messaging

I. Microland Limited
04.2016 - Current

Microsoft Exchange Administrator

08.2008 - 09.2015

Technical Support Engineer

Hewlett Packard India Private Limited
04.2007 - 07.2008

Senior Technical Support Engineer

Bachelors of Arts - Sociology

B.J.B. Autonomous College

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Priyanka Mohanty