Subhankar Bose

Recognized with a promotion to Assistant Manager for delivering consistent services to control infrastructure and its clients' requirements.

Key responsibilities over the transition of large business commitments.

• Azure AD platform.
• Intune functionalities.
• Hyper-V Server Infrastructure and Storage (without configuration).
• Tenant migration.
• PCI-DSS, HIPAA, SOC, and VA Assessment and Certification SPOC person from the Server Platform. Integrating security controls with internal and external audits.

• Configured and deployed Windows Servers in standalone and virtualized (VMware) environments.
• Developed and maintained scripts for automating server tasks. (Active Directory)
• Performed daily health checks via Zabbix and log management (ManageEngine Event Log Analyzer) on all Windows servers to identify potential problems before or after they occur.
• Implemented Group Policies to manage user accounts, security settings and software deployment across the organization.
• Installed and configured Active Directory, DNS, DHCP, etc., services on Windows Servers.
• User Access Management.
• SSO Implementation.
• Deployed patches and updates to all Windows servers using WSUS/Endpoint Central.
• Implementation of VEEAM Backup.
• AD Manager Implementation.

This was a role of a SOC engineer, where tier 3 support was under my scope. Real-time alert monitoring and validating the alert patterns as configured over monitoring tools like Zabbix, SCOM, SolarWinds, Event Log Analyzer, WhatsUp Gold, and CrowdStrike.

Mitigate real-time alerts with proper validation through server logs. Apart from that, there were several other activities performed by me, as listed below.

• Performed periodic maintenance tasks such as backups, patching, antivirus updates and server monitoring.
• Monitored server uptime and downtime statistics using monitoring tools such as SCOM, Zabbix, and ELA.
• Performed daily system monitoring to ensure optimal performance of servers.
• Created scripts to automate routine tasks, like monitoring server health status and AD activities.

I worked in this organization for five years, where I explored several projects and domains, such as server administration, audit functionalities, along with leadership of the global helpdesk. Below are a few responsibilities with respect to Helpdesk Leadership.

• Managed global support functionalities across 20 locations, serving 6,000 to 7,000 users.
• Evaluated ticketing SLA delivery through daily performance discussions.
• Delegated tasks based on individual skill sets for optimal efficiency.
• Trained new staff on processes and procedures to ensure compliance.
• Developed escalation matrix to streamline issue resolution.
• Implemented change management protocols to enhance system reliability.
• Automated daily Active Directory tasks to improve operational efficiency.
• Monitored team performance to identify weaknesses and organize targeted training sessions.

My scope was to ensure site management with vendor coordination, asset management over tools, onsite support, and delivery, etc. AGC Networks was a client of Progressive Infotech. Below are the key areas where I worked.

• Managed asset inventory to ensure accurate tracking and availability of resources.
• Conducted asset inventory audits to verify resource allocation and optimize usage.
• Vendor Management for IT equipment. (Server, Printer, Desktop/Laptop, etc.)
• Patch management.
• Preventive Maintenance.

Here, I got the opportunity to work at Deloitte under the payroll of HCL Infotech, based in Kolkata. I got the opportunity to work under VIP users, where everyday business criticalities and urgent support were a major challenge to deliver with quick resolution.

• Developed scripts to automate regular tasks such as Domain Users' activity (creation, deletion, modification, etc.).
• Investigated system failures and identified root causes to resolve complex technical issues.
• Collaborated with other teams to implement new features in existing systems.
• Provided technical support to customers regarding software and hardware issues.

I was appointed at the BSLI regional office based in Kolkata. It was a project of WIPRO Infotech.

Desktop support is one of the key roles to start one's career in the IT industry, with endless scope for learning. It brings the opportunity to interact with every person in an organizational hierarchy. I have mentioned a few major items below where my scope was defined, and I delivered passionately.

• Provided technical assistance to users in person, via phone, email, and remote support tool.
• Monitored system performance and conducted preventive maintenance tasks regularly.
• Attended customer service meetings to address any ongoing issues or concerns.
• Installed, configured and maintained computer hardware, software and peripherals.
• Published daily report of the ticketing system, with SLA measurement.