SUSANTA KUMAR BEHERA

• Handle onboarding/offboarding process for users.
• Managed daily operations and monitored ticket queues to maintain efficiency.
• Managing all IT assets.
• Work with ISP for Internet related issue and create tickets for it.
• Act as the primary point of contact for clients regarding service delivery issues.
  Foster strong relationships with clients to understand their needs and expectations.
  Conduct regular service review meetings with clients to discuss performance and improvements.
• Collaborate with cross-functional teams to develop and implement process improvements, resulting in an 85% increase in first-call resolution rates.
• Ensure compliance with SLAs and manage service delivery performance.
• Provide training, mentorship, and performance reviews to team members, fostering a culture of continuous learning, and development.
• Create and maintain knowledge base articles and standard operating procedures to enhance team efficiency, consistency, and effectiveness.
• Maintain strong relationships with clients and vendors, ensuring that service expectations are met or exceeded.
• Microsoft MDM (Intune, Windows Autopilot, Configuration Manager, Device and User policies).
• Enrol devices into Autopilot through Intune.
• Applying patches through Intune.
• Create new policy in Intune.
• Create Azure Virtual Desktop.
• Manage Azure AD (Entra ID) tasks – user accounts, groups, and access rights.
• Configured Azure AD Connect to synchronize on- premises users with Azure AD.
• ID migration from Exchange to cloud.
• Cloud PowerShell scripting.
• Install and configure Windows Server on a VM.
• Troubleshoot Azure AD (Entra ID)-related issues.
• Application SSO configuration in Azure AD (Entra ID).
• Manage the Security group and group membership.
• Configure and troubleshoot Multifactor Authentication-related issue.
• Administering Microsoft 365 applications (MS Teams, MS Exchange, OneDrive, and SharePoint admin).
• Knowledge DNS and DHCP.
• Configuration of network print servers, MyQ print server.
• Remote system configuration (Cloud PC), upgrades, and security updates.
• License management for O365.
• Administration and troubleshooting - mail flow, NDR, spam, and DL-related issues.
• Troubleshoot issues related to account and mailbox creation.
• Managed administration and troubleshooting of mail flow.
• Addressed and fixed DL-related problems.
• Resolved problems associated with account and mailbox setup.
• Addressed and fixed mail delivery problems.
• Oversee delegation of mailbox responsibilities.
• VDI provisioning and decommissioning from V-Center
• VDI Related trouble shooting from V-Sphere
• Working with task & fixlet deployment through Bigfix
• IP management through Infoblox, Certificate recreation in Venafi.
• Installation, configuration & troubleshooting of different application software like Citrix, Cisco VPN,Global Protect VPN, VMware horizon client, Cisco IP communicator, Visual Studio,SQL Sever,Outlook,Teams etc.
• RSA SecureID token configuration
• Working with RSA token assignment, resetting PIN, generating SID files.
• Ticket logging, report generating through ServiceNow.

· Handling any type of escalation and provide resolution.

• · Managing team and giving technical support to our team.
• · Provide solutions on any type of technical issue through remote tools Bomger and (LMI).
• · Resolving with the SLA limits, handling client and management calls, discussing on regular bases to help the process
• · Analyzing Incident, RCA reports daily basis and weekly update to client, and supporting to team resolve the issues on within SLA and jump in major escalated issues
• · Configuration and troubleshooting experience in all types of VPN, Bit-locker, SCCM, McAfee, Cyber Ark, Windows level issues, H/Software related issues in machine and many others as a system admin.
• · Having AD level knowledge and experience. AD Account Lockout, AD profile Configuration and password sync issues troubleshooting
• · Troubleshooting LAN and WIFI issues
• · MS Outlook, Skype, Office365, SharePoint configuration and troubleshootingg.

• Installation and Configuration of Windows XP Professional, Windows 2000, Windows 7, Windows 8 and Windows 10 within Wipro Domain.
• Providing Hardware, Networking and Application level support to Wipro Training users.
• Installation and configuration of Applications like MS Outlook & Skype with Exchange Server.
• Implementing Physical Connection of systems in LAN (within Wipro Domain).
• Practical implementation of Voice phones (VOIP), maintenances of Cisco phones
• Installation and configuration of All Training Related Software Like MS Office 2013,Ms Office 2016,Lan School ,SQL Server 2008 & 2012,Oracle 11G,Visul Studio 2012 & 2015,QTP,QC,Java,SVN,Selenium,Vmware Workstation, Oracle Virtual Box, Hyper-V, Citrix and VDI etc.
• Configure All Types of ISO and All types of Image with VMware Workstation, Oracle Virtual Box and Hyper-V.
• Resolved any type of technical issue Through BOMGER & Remote Desktop Connection in across Wipro Location users in India.