SONALI DHAWALE

Working as a support engineer in the Vm Management team for Microsoft Azure.

Troubleshooting and resolving issues with respect to Virtual Machine availability, performance, scalability and connectivity issues.

Hands on experience of Deploying and managing the Virtual machines through the azure portal.

Troubleshooting issue like : Azure agents , Extensions , monitoring the vm performance, portal issue .

Helping users with migration of resources from subscription to subscription, resource group to resource group through the azure portal.

Used metrics to monitor application and infrastructure performance.

Managed installation, upgrade and deployment.

Tuned systems to boost performance.

Hands on experience on ticketing tool : Microsoft Dynamics 365 (DFM)

As SERVICE DESK ENGINEER:

Onboarding engineer for new hire’s, helping them to setup the hardware equipment’s such as laptop,
monitors and docking station and the all the software's which are required.

Intune device configuration setting and Microsoft authenticator.

Troubleshooting citrix workspace issues and VM's.

Hands on experience in troubleshooting Booting Issues for Windows, Docking Station Setup, BIOS recovery,Blue screen errors and OS installation.

Setting up MS Office 365 (Outlook set up and configuration troubleshooting)

Escalations and aged cases monitoring, identifying the customers' pain or concern areas and driving
them towards speedy resolution.

Taking Escalated L1 Calls.

Mac and Windows & OS, application support [office 365, exchange, backup app, printer]

Admin for technical problem/ equipment requirement/ access rights.

Manage requests for IT application/system access, ensuring full compliance to agreed SLA’s, security policies and procedures.

Tools- Summit, Active Directory, Win magic, O365 Admin, Skype for Business, Office Package, Teams, Airwatch, Intune, Citrix Director, Goverlan, Confluence, In Contact, Jabber, Citrix VPN, Adobe admin, MS Exchange Admin, Mailgate, Mimecast admin, Vsphere, ADAudit Plus, Password State

Platform- Mac, Windows 10, and Citrix VDI’s, VM’s.

As TECHINCAL PROCESS TRAINER:

Coach and Train Agents and SMEs.

Expertise in data analysis and suggesting action plans for process improvement.

Creating KB articles and process related document's as per the client requirement.

Creating assessments for the knowledge check.

Monitoring the calls for new hires and taking the ownership if the L1 agent is not able to handle the
call.

As QUALITY AUDITOR:

Developing and implementing quality control audit plans.

Training employees on quality standards and procedures, and auditing the tickets and Service
requests as per ITIL V4.

Preparing and presenting quality audit reports to senior management every month.

Giving feedback to L1 and L2 as per the Quality Audits for Incidents and Service request.

Installation via remote control of Standard Applications, through software centre. Troubleshooting of those applications.

Configuration of End User Computing devices.

Outlook set up, configuration and Troubleshooting. Setting up drive mappings that are not generated
by automated scripts. Network troubleshooting and configuration.

Troubleshooting VPN issues. Printer driver installations and connections.

Logging of all Incidents & Service Requests, single point of contact for phone calls, chat and emails from users regarding IT issues and queries. Escalation to relevant Resolver Groups if necessary, as per agreed Support Levels and End to End management through to resolution.

Password Resets - Network Login, Email, and other business applications.

Hardware fault diagnosis and referral to Third Party Vendors as required. Managing issues in accordance with SLA commitments.

Use to deal with hardware and software issues in Dell Inspiron Laptops and desktops.

Troubleshoot system and network problems, diagnosing and solving hardware or software faults replace parts as required.

Daily experience in working across various Dell tools for verifying asset information and troubleshooting.

Troubleshooting issues related with Ms office 2016 and 2019 along with windows activation, windows update issues.

Respond within agreed time limits to call-outs.

Dealing with issues like no boot, no Power, no post, driver updates issues, windows installation, Microsoft office installation, Antivirus issues.

Taking ownership of customer issues reported and seeing problems through to resolution Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues

Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Updating self-help documents so customers can try to fix problems themselves.

Hands-on experience with Windows 10 environments.

Hands on experience on working tools like Sales force(SFDC), Delta , Citrix, Fresh service.