RESHAM BEHERA

• Act as the primary escalation point for all high-priority (P1/P2) technical issues, ensuring swift resolution and minimal business disruption.
• Manage the support ticket queue, ensuring accurate triaging, timely updates, and assignment of tasks to appropriate team members.
• Actively collaborate with Engineering, SRE, Product Managers, and Product Owners to resolve complex issues, and drive continuous improvements.
• Collaborated with Engineering and SRE teams to execute critical deployments, security updates, and infrastructure changes, ensuring seamless communication with customers.
• Manage both private and public cloud customers for the ACT, T&T, and Primary cloud.
• Possess strong product knowledge of ACT, contributing to faster issue resolution and better customer engagement.
• Conduct weekly calls with internal teams, such as Engineering and other stakeholders, to review ongoing issues and ensure alignment on priorities.
• Lead biweekly customer calls to provide ticket status updates, gather feedback, and build strong customer relationships.
• Responsible for creating and maintaining knowledge base articles to support internal teams, and improve case handling efficiency.
• Mentor and support internal team members through training sessions, and guidance on escalations or complex technical issues.
• Contribute to root cause analysis and long-term resolutions for recurring technical problems.

Key Achievements:

• Received the Bravo Award for exceptional dedication, and consistently exceeding expectations in task execution.
• Recognized as one of the top performers on the team for exceptional performance and leadership in support operations, driving team success.

• Answer telephone calls, ELO (Emergency Live Operator), emails, and service requests coming in via the web system.
• Taking ownership of customer issues reported, and seeing problems through to resolution.
• Research the client's issues in a timely manner, and follow up with the customer with recommendations and action plans.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Good knowledge of SFTP, SSO, and REST API.
• Handling all Everbridge Suite-related queries.
• Onboarded and trained incoming junior tech support specialists.
• Work with the client's IT department to troubleshoot problems such as SSO issues or SFTP-related issues.
• Escalating issues to the Product Development, Product Management, and/or Operations teams, and managing their resolution.
• Responsible for writing a knowledge base article for the customer.
• Experience in tools like Postman and Sumologic.

• Working as Cloud Administrator, involved in configuring virtual machines, storage accounts.
• Deep understanding of Cloud Computing - IaaS, PaaS and SaaS.
• Managing Microsoft Azure based IaaS environment.
• Actively administer and Manage Internal and External Clouds which hosts 10000+ Virtual machines across different region worldwide.
• Creating customer environment in cloud to support Microsoft Products.
• Cloud Maintenance using SCVMM: VM deployments on cloud, fixing deployment issue for users, modifying memory, storage, and processor, configuring RDP\RDG access to those deployed VMs and troubleshooting access issues.
• Working on DNS: Creating and managing DNS records.
• Creating Template for Cloud: Includes installing Applications/Software on VMs packages as per the Microsoft global internal employee's requirement.
• Trouble shooting Virtual Machine deployment failures/issues.
• Used PRTG Network monitoring tool for monitoring alerts from infrastructure servers, storage devices and network resources. To fix issues with the host machines used Cisco UCS for host management.
• Creating and managing user accounts in Active Directory for domain users.
• Active participation in filing Bugs on VMAS.

• Monitoring service request through the service desk to facilitate timely resolution.
• Using elevated privileges and tools to provision maintain and terminate user accounts across multiple directories, applications, platforms and networks.

• Providing Remote support across India for all MetLife branches on SERVERS/DESKTOPS windows platform with large networking environment through remote support tools like Net meeting, Remote Desktop and Dame Ware.
• Installing, configuring, troubleshooting, MS OUTLOOK.
• MetLife standard application support. (Life Asia, Tam E-SS).
• Interfacing with Help Desk and Handling exceptions.
• Account Creation, Management & termination using standard structured procedure.
• Creating Email ID & managing the Group.
• Password Reset AD /Email/Standard App.
• Working on IBM Service Desk Ticketing tool (Ensuring to resolve all open tickets as per SLA).
• Providing VPN Support and experience in Juniper Networking Technology.