Shubham
New Delhi
Summary
Dedicated and skilled Service Desk Technician with over 2 years of experience at Hatch Associates. Proven expertise in providing comprehensive technical support, managing user accounts, and overseeing service desk operations. Adept at troubleshooting complex software and hardware issues and delivering exceptional customer service. Certified in Microsoft 365 and Azure fundamentals with a proactive approach to problem-solving and a commitment to maintaining high service standards.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Service Desk Technician
Hatch Associates India Pvt. Ltd.
06.2022 - Current
- Office O365 Exchange Online – Administration – User Management.
- Administer Microsoft Exchange, including the creation and management of shared mailboxes, security, and distribution groups, licenses and permissions.
- Exchange calendar/shared folder permissions and delegation.
- One drive support-troubleshooting.
- Install and maintain workstations and laptops; manage user accounts in Active Directory
- Troubleshoot and resolve complex software and hardware issues related to networking and applications
- Oversee the service desk operations and staff, delivering 2nd level technical support and utilizing remote desktop tools
- Create and publish knowledge base (KB) articles for Level 1 and Level 2 analysts and other departments
- Act as an escalation point for unresolved or escalated calls, ensuring high-quality customer service and adherence to service management principles
- Monitor and manage tickets, ensuring prompt resolution and proactive handling of user issues.
Education
Bachelor of Commerce (B. Com) -
Sri Aurobindo College (Evening), Delhi University
New Delhi, India06.2017
Skills
- Exchange Online
- On-Premises
- PowerShell
- MS Azure
- OneDrive
- Entra ID
- Active Directory
- Intune
- MS Office Suite
- Zendesk
Certification
- Microsoft 365 Certified: Fundamentals
- Microsoft Certified: Azure Fundamentals
- Microsoft 365 Certified: Teams Administrator Associate
Languages
English
Hindi
Project
HBJV Jansen Project
Hatch-Bantrel Joint Venture Jansen Project – Extracting Potash from Jansen site in Canada
- Provided IT support for the project, including system setup, employee onboarding, and daily support for various IT issues.
Timeline
Service Desk Technician
Hatch Associates India Pvt. Ltd.
06.2022 - Current
Bachelor of Commerce (B. Com) -
Sri Aurobindo College (Evening), Delhi University
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