RAJESH NAYAK
Kolkata
Summary
Senior IT Analyst with 9+ years of global support experience, focusing on system maintenance and operations management. Expertise in high-level technical support, system design, deployment, and evaluation to maximize uptime and efficiency. Skilled in Active Directory, Office 365, and remote support tools, with a strong ability to troubleshoot complex issues and manage incidents effectively.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT L2 Support Engineer
Atech Cloud
07.2023 - Current
- Working with Active Directory(On Prem/Azure)
- Domain User Creation, OU creation, Group Creation (single/Bulk Power shell)
- Cloud Mail server (MS O365 Exchange)/On PremExchange Server
- Email Id creation, Various types of modifications
- Distro Id configuration and shared mailbox creation.
- Troubleshoot and manage mail client MS Outlook.
- Working with ZOHO Admin Portal
- VPN creation and Troubleshooting (LDAP)
- Troubleshooting FTP, SFTP with client end with our own Domain
- WoRking with Nable RMM Tool
- Working with Max Backup
- Working with Cisco Meraki
- Working with endpoint security (Sophos/MS Defender)
- VNC Viewer and VNC Server configure
- VM Ware Client end troubleshooting
- All kinds of software installation and Troubleshooting
- Working with Connectwise and JIRA Ticketing Portal along with MS Teams.
- Working with P1/P2 Incidents maintaining SLA for various clients
- Working with Bomgar/Teamviewer/Logme in Rescue/ScreenConnect Remote tools
Senior Technical Analyst
Fusion BPO Services
06.2022 - 07.2023
- Working with Active Directory
- Domain User Creation, OU creation, Group Creation
- Working with Manage Engine
- Cloud Mail server (MS O365 Exchange)
- Email Id creation, Various types of modifications
- Distro Id configuration and shared mailbox creation.
- Troubleshoot and manage mail client MS Outlook.
- Working with ZOHO Admin Portal
- VPN creation and Troubleshooting (LDAP)
- Troubleshooting FTP, SFTP with client end with our own Domain
- VNC Viewer and VNC Server configure
- VM Ware Client end troubleshooting
- All kinds of software installation and Troubleshooting(Avaya,CMS,Intelscript,Office365, MS Teams, Vmware Horizon Client,Xlite).
- Working with Jitbit and Ameyo Ticketing Portal along with MS Teams.
IT Support
Wowser Technologies Pvt. Ltd.
02.2019 - 05.2022
- Working with Active Directory
- Domain User Creation, OU creation, Group Creation
- Joining systems in Domain
- Working with Manage Engine
- Cloud Mail server (MS O365 Exchange)
- Email Id creation, Various types of modifications
- Distro Id configuration and shared mailbox creation.
- Provide technical assistance with computer hardware and software.
- Resolve issues for staff via remote support, phone and in person.
- Needs to create & manage users, campaigns in dialler server.
- Needs to prepare, upload, manage new and old lead data packets.
- Manage and talk to providers in down time.
- Setting up and troubleshoot new SIP IDs for VOIP phones and softphones (eyebeam & X-Lite)
- Working on Vici Dialler, Go Auto Dialler, Primo Dialler.
- Perform hardware and software installations, configurations and updates as needed.
- Installing and configuring computer hardware, software, systems, networks, printers, and scanners.
- Monitoring and maintaining computer systems and networks.
- Responding in a timely manner to service issues and requests.
- Setting up accounts for new users.
- Repairing and replacing equipment as necessary.
- Responsible for configuring and troubleshooting all kinds of printers.
Desktop Support Engineer
Indian Radiological and Imaging Association (WB Branch)
04.2015 - 01.2019
- Responding to client support requests.
- Contacting clients to find out the nature of the problem.
- Troubleshooting hardware and software issues.
- Installing and maintaining hardware and computer peripherals.
- Record technical issues and solutions in logs.
- Report customer feedback and potential product requests.
- Direct unresolved issues to the next level of support personnel.
Education
B.Sc. -
Shobhit University
01.2014
HSC (SC) -
West Bengal Council of Higher Secondary Education
01.2009
SSC -
West Bengal Board of Secondary Education
01.2007
Skills
- Active Directory management
- Azure Active Directory
- Cloud mail administration
- Office 365 Exchange administration
- Intune admin
- Teams admin
- VPN troubleshooting
- Remote support tools (Bomgar, Screen Connect, LogMeIn, TV, Splashtop)
- Nable RMM expertise
- Backup solutions with third-party tools
- Cisco Meraki configuration
- Auvik network management tool
- VoIP phone setup and troubleshooting
- Ticketing systems proficiency (ConnectWise, JIRA, Jitbit, Ameyo)
- Request and incident management
- Change request handling
- MS Outlook troubleshooting
- Problem-solving skills
- Service-focused approach
- Effective communication skills
- Desktop and LAN troubleshooting
- Software issue resolution
- Computer peripherals assembly and disassembly
- Operating system installations (Windows XP to Windows 11, MAC)
- Remote troubleshooting capabilities
- Line of business application support
- Incident management
- IT service management
- System administration
- Third-party remote assistance expertise
- Attention to detail and integrity
- Deadline commitment
- Software installation proficiency
- IT service management knowledge (ITIL framework)
- User experience optimization strategies
- Project documentation and technical writing skills
- Time management and team collaboration abilities
Affiliations
Involvement in Cricket teams, clubs
Gardening and Farming
Certification
- Microsoft Certified: MD 102 & MS 102
- Microsoft Certified : AZ104
- Completed a certificate course in Hardware & Networking from Jetking Institute.
Personal Information
Extracurricular Activities
Listening to music Watching Cricket
Hobbies and Interests
- Listening to music
- Interact with New People & getting new ideas from them.
- Traveling.
Individual Skill Sets
- Problem solving and Administration
- Service-focused.
- Good communication & presentation skills.
- I can handle all types of desktop related issues, LAN related issues, Software issues.
- Assembling and disassembling computer peripherals.
- Operating system installation
- In-depth knowledge Operating Systems: Windows XP, Windows Vista, Windows 8,8.1,10,11 and MAC
- Remotely troubleshooting to resolve computing issues, Provide support for line of business applications
- Users various types Troubleshooting through Third Party Remote Assistance.
- Works in Sonic wall VPN (Firewall base and LDAP)
- Works with Any Connect VPN
- Can converse in English, Hindi, Odia & Bengali.
- Attention to detail.
- Personal integrity & commitment to deadlines.
Technical Skill Highlights
- Works in Windows Active Directory service. (Both AD and Manage Engine)
- Works with Nable RMM
- Works with Maxback up
- Works with Cisco Meraki
- Works in Microsoft Office 365 Exchange Admin (Azure Admin Portal)
- Experienced in VoIP phone configure and troubleshoot.(X Lite Avaya,CMS,Intelliscript)
- Handel Ticketing Portal Connect Wise/JIRA/Jitbit, Ameyo etc.
- Request/ Incident/CR Management
- Troubleshooting MS outlook.
Languages
6,C2,6,C2,6,C2
Addresses
145 Dr GS Bose Road, Kolkata, WB, 700039
Day To Day Activities
My Daily activities in my current organization (Atech Cloud) is, I get all the technical related incidents and requests through our organization ticketing portal, Requests like Domain User Creation, Access or restriction, Email Creation O365 Admin portal and Zoho. Software related issues for troubleshooting. After that In the backend process we worked in OU creation, Security group Creation, Group policy Creation, Rules creation for O365 mail flow, Back end Email troubleshoot for O365. VPN troubleshoot, Azure backup Monitoring, troubleshoot backup related issues.
Timeline
IT L2 Support Engineer
Atech Cloud
07.2023 - Current
Senior Technical Analyst
Fusion BPO Services
06.2022 - 07.2023
IT Support
Wowser Technologies Pvt. Ltd.
02.2019 - 05.2022
Desktop Support Engineer
Indian Radiological and Imaging Association (WB Branch)
04.2015 - 01.2019
B.Sc. -
Shobhit University
HSC (SC) -
West Bengal Council of Higher Secondary Education
SSC -
West Bengal Board of Secondary Education
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