SOURABH GAIKWAD

Technical Support

• Proactively monitoring ICM (Incident, Change and Problem Management) dashboard for incoming service request and ensuring resolution within SLA.
• Create, Monitor and Maintain dashboards within ServiceNow.
  Configure and manage printers, scanners and fax machine, setup
  scanning to email and folder.
• Implemented ConnectWise Automate as primary Remote Monitoring and Management (RMM) tool.
• Managed over 30 customer calls per day.
• Provided remote support and troubleshooting using ConnectWise Control (ScreenConnect) and Splashtop for client desktops, laptops, servers, and other devices.
• Troubleshoot application, software installation and internet access issues for Desktops, Laptops and Thin clients.
  Troubleshooting and maintenance Active directory, DNS, and DHCP.
• Troubleshoot and resolve issues related to LAN, WAN, and wireless networks.
• Create and manage e-fax and remote phone users.

Internal Activities:

• Preparing SOP and providing KT to new comer.
• Kept management updated with regular reports on routine analysis procedures.

Exchange Online:

• Configuring and manage email domain, zone records and setup security solution like Proofpoint and Barracuda.
• User account provisioning and management, Add/ Remove subscriptions plans, license assignment.
• Increase mailbox storage or enable archive.
• Assisting users with sending and receiving emails, managing email folders, creating rules and filters, and troubleshooting email synchronization issues.
• Migration of emails from different provider like Network Solutions and GSuite to Office 365.
• Create and Manage spam filtering rules and threat protection.

Cloud Administration:

• Create and manage virtual machines and virtual networks on Microsoft Azure.
• Implemented Manage Engine MDM (Mobile Device Management) on iPads and iPhones.
• Managed deployment of apps using Intune.
• Write knowledge base articles and provide training to freshers.

Windows Server Administration:

• Design, implement, configure, and troubleshooting Microsoft Windows server 2012.
• Set up Window server networks, domains, roles and services.
• Troubleshooting and maintenance Active directory, DNS, and DHCP.
• Set up File and Print Servers, managing permissions, file & printer sharing, and print queues.

Technical Support:

• Provide On call, email and live chat technical support to customers.
• Assisted customers in resolving technical issues related to Windows Systems, Outlook Email and VOIP phones.

Windows Systems:

• Installation, configuration, and maintenance of Windows 10/11 operating systems on user devices, ensuring compatibility with hardware and software requirements.
• User account management, including user profile setup, password resets, and permissions management.
• Troubleshooting common issues such as software installation errors, driver compatibility issues, and system performance issues through remote assistance or on-site assistance.

Microsoft Outlook:

• Configuration and troubleshooting of Microsoft Outlook email clients, including account setup, email configuration, and mailbox management.
• Addressing common issues such as PST file corruption, email attachment problems, and Outlook freezing or crashing.

Telephone Systems:

• Configuration and administration of telephone systems including (AT & T) VoIP (Voice over Internet Protocol) phones, and call routing configurations.
• Providing user training on telephone system features and functionalities, such as call forwarding, voicemail setup, conference calling, and call recording.
• Troubleshooting telephone system issues, including call quality issues, connectivity problems, and voicemail access issues.
  Collaborating with telecommunications vendors to resolve hardware issues.