Sowjanya Gubba

• Delivered timely support for user incidents and service requests through structured incident management workflows, ensuring SLA compliance.
• Handled the creation, updating, and closure of tickets while providing high-quality technical resolution and follow-up communication.
• Created and managed Active Directory accounts and email identities for onboarding employees; de-provisioned users during offboarding.
• Migrated user mailboxes to Office 365, configured Exchange Online, and ensured seamless access to communication services.
• Managed creation and maintenance of shared mailboxes, distribution lists, security groups, and service accounts.
• Provided end-to-end support for Palo Alto GlobalProtect VPN, resolving connectivity and authentication issues.
• Led domain migration of laptops and coordinated Windows 11 deployment across the organization.
• Troubleshot DNS resolution failures, restored access to internal applications, and resolved Group Policy conflicts.
• Performed monthly server patching, handled server alert monitoring, and conducted regular health checks.
• Created guest accounts in Azure AD, configured and troubleshooted Multi-Factor Authentication (MFA) issues.
• Oversaw Microsoft licensing administration, working closely with Crayon (CSP) for license procurement and cleanup.
• Conducted phishing simulation campaigns across international offices, identified compromised users, and assigned mandatory training.

Project Summary 1: Application Support Specialist (Open VMS)

• Provided L1/L2 support for Open VMS applications, ensuring uptime and performance.
• Managed incidents, tickets, escalations, and SLA compliance.
• Performed daily server health checks, backups, job scheduling, and restores.
• Monitored and resolved application alerts; prepared weekly/monthly reports.
• Supported SWIFT payment systems and handled user access/configuration.
• Automated reporting processes and conducted system sanity checks.
• Served as Quality Centre Admin—managed upgrades and trained new team members.

Project Summary 2 : Data Centre Service Transition (Server Provisioning)
Technology: Linux, Windows, VMware, IAAS

• Provided end-to-end server provisioning and support for Linux/Windows across global data centers.
  Performed OS installs, server builds, pre-checks, firmware upgrades, and network setup.
• Handled LVM, RAID, Puppet config, and backup setup (bp.conf/static routes).
  Configured HBA, Fibre Channel, and 10G NICs for production servers.
  Created LUN plans for Oracle/Sybase, performed heartbeat checks on clustered servers.
• Supported IMACD activities including decommissions and upgrades under ITIL process.
• Worked on IAAS platform for OS deployments and hardware configuration.Let me know if you'd like this added to your resume or further condensed!4o