System engineer - Zensar technologies
(2025-03)
- ServiceNow Queue Management: Monitored and managed incident and request queues, ensuring timely responses and SLA-compliant resolutions.
- User Support Channels: Delivered real-time assistance via Agent Chat, IVR, and Google Spaces, resolving queries from end users, VIPs, and partners.
- Critical Incident Response: Attended P1/P2 bridge calls, providing technical insights and updates during critical outages to minimize downtime.
- Team Collaboration: Contributed to weekly status meetings, team connects, and structured shift handovers to ensure smooth communication and operational continuity.
- IAM Support: Handled account lockouts, password resets, and MFA-related issues, strengthening system security and user access reliability.
- Server & Dashboard Monitoring: Oversaw Titan servers across Canada and U.S. regions and monitored Grafana dashboards, enabling proactive detection and escalation of incidents.
- Operational Reporting: Prepared Power BI dashboards, daily trend reports, and Agent Chat performance summaries to track service health and efficiency.
IT SUPPORT ENGINEER - Blueyonder
(2024-06 - 2024-11)
- Active Directory & Email Administration: Created AD accounts and mail IDs, ensuring proper access provisioning and user onboarding.
- Troubleshot user profile and connectivity issues, ensuring minimal downtime and smooth access.
- Provided support for Office 365 administration, shared folder access, and disk quota management.
- Created and managed SFTP users to enable secure file transfers.
- Utilized monitoring tools such as SolarWinds and ElasticSearch to proactively identify and resolve system issues.
- Responded promptly to server down alerts and performed housekeeping on C-drive critical alerts.
- Applied knowledge of Windows Server roles (Active Directory, DNS, Group Policy, DHCP, IIS) to support enterprise infrastructure.
- Worked with virtualization technologies including VMware ESXi and Microsoft Hyper-V.
- Migrated virtual machines using VMware vMotion to eliminate application downtime.
DESKTOP SUPPORT ENGINEER - H&R BLOCK
(2023-10 - 2024-05)
- Microsoft Account & O365 Support: Assisted with account setup, Teams/Outlook access, and multi-factor authentication troubleshooting.
- Courier & Asset Management: Coordinated dispatch/receipt of IT assets, gathered equipment from departing employees, and maintained inventory in asset management databases.
- System Troubleshooting: Resolved VDI, AD, VPN, RSA token, OneDrive, and authentication issues; performed OS installations and hardware/network troubleshooting.
- Virtual Machine Provisioning: Configured and provisioned VMs based on user requirements, ensuring operational readiness.
- Operational Continuity: Supported daily IT operations, ensuring smooth service delivery across teams and departments.
SERVICE DESK ENGINEER - FIDELIS TECHNOLOGY SERVICES PRIVATE LIMITED
(2021-11 - 2023-09)
- Technical Support Delivery: Provided end-user support via email and telephone, ensuring timely assistance and issue resolution.
- Incident & Ticket Management: Created and managed tickets/incidents, assigning them to appropriate work-groups and tracking progress to closure.
- SLA Compliance: Resolved tickets within defined SLAs, performing daily follow-ups on open incidents to maintain service quality.
