Prosenjit Das

• Lead M365 infrastructure operations, managing distribution lists, security groups, and shared mailboxes through Exchange Admin Center and Office 365 Admin Center.
• Administered MS Teams, SharePoint, and OneDrive environments to enhance collaboration.
• Executed deep troubleshooting for Microsoft 365 applications to resolve technical issues.
• Performed repairs on OneDrive and Outlook, including PST and OST backup, email recovery, and spam filtration.
• Managed Azure AD for user roles, device compliance, two-factor authentication setup, and BitLocker endpoint security.
• Conducted advanced troubleshooting for Windows and Mac OS, installing software and managing device policies via Intune admin center.
• Collaborated with L3 teams on outage management, root cause analysis, and trend assessments to improve service reliability.
• Resolved Tier 2 tickets on ServiceNow platform while managing VIP users and effectively escalating P2 and P3 incidents.

• Managed ServiceNow incidents and requests for Walmart Global Tech and Forward Air Accounts.
• Oversaw VMware VDI management using vSphere and VMware Horizon Client, resolving performance issues and migrating outdated VMs.
• Troubleshoot Citrix VDI and Windows RDP to enhance user experience.
• Reset passwords and managed user accounts via Active Directory.
• Conducted troubleshooting for Windows OS and macOS systems.
• Configured two-factor authentication solutions, including RSA, VIP Access, and YubiKey.
• Administered BYOD and mobile device management with AirWatch and JAMF.
• Provided technical training to Level 1 engineers and prepared knowledge base articles.

Provided deep technical guidance to Indian customers as L1 Support Engineer at HPE Printer Support.

• Handled frontline calls via Avaya softphone, ensuring prompt resolution of issues.
• Executed USB, network, and WLAN printer setups for seamless user experience.
• Diagnosed and resolved printer hardware and software issues efficiently.
• Managed ticketing system using MS Dynamics CRM to track customer inquiries.
• Conducted remote sessions using LMI and Bomgar tools for effective troubleshooting.
• Facilitated installations of network printers and E prints, including pilot projects.
• Supported OS setup and BYOD configuration for iOS and Android devices.