Oct 2023 – Jan 2024 · 3 mos · Hyderabad, Telangana, India · Hybrid

• Proficient in managing and scaling dyno environments, deploying applications, and configuring domains.
• Experienced with private spaces, shield spaces, SSO, and isolated network configurations, providing enhanced security and control.
• Leveraged Papertrail, Heroku Connect, Sendgrid, Scout, Librato, RedisCloud, and Heroku Scheduler to optimize application performance and functionality.
• Seamlessly integrated Heroku with GitHub for efficient version control and deployment.
• Utilized Splunk, NewRelic, and internal tools to monitor and optimize application performance.
• Integrated Salesforce with Heroku using Heroku Connect and REST API to streamline data exchange and workflows.
• Contributed to the development of internal tools and products to enhance team efficiency.
• Handled client escalations effectively and efficiently. Built strong relationships with clients, acting as a trusted advisor and advocate within Heroku.

May 2022 – Oct 2023 · 1 yr 5 mos · Bengaluru, Karnataka, India · On-site

• Handled SCCM application deployment, application allowlisting and troubleshooting of software center application installation/uninstallation issues.
• Troubleshooting website/URL, proxy related issues and handling of URL whitelisting, azure curated whitelisting issues.
• Identifying and resolving security related issues like VPN issues, network connectivity issues, network adapter issues.
• Re-imaging corporate laptops, configuration of windows, performing domain join (AD or AAD) of corporate laptops.
• Handling process training and networking training of every new batch.
• Creation, configuration of Hyper-V VMs with default switch and external switches.
• Played a major role in taking the Microsoft SAW team being one of the least performing teams to best performing team.
• Handled and setup pilot batch of Microsoft SAW voice process.
• Generating, analyzing and publishing reports daily, weekly and monthly basis like performance report, ticket re-activation report, leaves and analyzing report, DSAT analysis report and so on.
• Ensuring metrics like MTTR, re-activation, NSAT survey response rate is met on daily basis.
• Handling global escalations and interacting with clients to ensure that the issue is addressed.

Jul 2021 – May 2022 · 10 mos · Bangalore Urban, Karnataka, India · On-site

• Excellent knowledge on Microsoft Technologies such Outlook 2016, Office 365 and Office 2016, working and troubleshooting
• Knowledge on Active Directory such password reset, Account management, Mailbox and DL management.
• Experience in working on MS Teams, One Note and One Drive for Business
• Knowledge on Microsoft Skype for Business technologies to setup Skype meeting Ad-hoc or planned.
• Knowledge of performance optimization of Windows laptops, including reconfiguration, maintenance and/or upgrades
• Knowledge Smartphone OS such as Android and iOS, Email sync on PDA, Hotspot configuration and troubleshooting
• Provide technical resolution or troubleshooting to the Customers for laptop, printer, MFD and other hardware peripherals
• Knowledge of Networking and Internet connectivity issues for desktop & portable systems
• Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats and voicemail) with end users.
• Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First ->Call Resolution, and Schedule Adherence and participate in individual/group coaching sessions.
• Knowledge about service now & BMC Remedy ticketing tool: escalation, updating notes and raising a request on behalf of Cerner end user

Jan 2021 – Mar 2021 · 2 mos · Indore, Madhya Pradesh, India

Oct 2020 – Nov 2020 · 1 mo · Berhampore, West Bengal, India

Jun 2020 – Jun 2020 · 0 mo

• This virtual internship was a great experience and I learnt workforce skills and technical engineering skills through this

Jun 2020 – Jun 2020 · 0 mo

• This virtual internship was a great experience and I learnt workforce skills and technical engineering skills through this

Jul 2019 – Jul 2021 · 2 yrs · Greater Kolkata Area · On-site

• Perform patching activity as per monthly schedule
• Manage and Maintain VMware environment
• Maintain HP servers and CISCO UCS
• Managing customer's windows environment.
• I played the core team member of Active Directory forest migration.
• Responsible to build & decomm of physical (dell, hp, Cisco) & virtual servers.
• VM hardware upgrade, snapshot creation.
• Installing and configuring vcenter server, Maintaining.
• Enabling AD integration for SSO.
• Create and deploy VM’s template.
• Network folder, DFS access rights, NTFS permission, File server management.
• Maintaining FTP and File Server.
• Resolving DHCP and DNS issue.
• Maintaining and troubleshooting NLB cluster.
• Primary troubling for VMware Vsphere issue.
• Co-ordination with vendor for H/W issue.
• HP OA and blade administration.
• RCA for High and Critical priority issue.
• Schedule windows patch using SCCM, TEM.
• Planning and implementation of infrastructure change.
• Resolve Auto generated tickets logged through SCOM, HP OV, IBM Tivoli as well as User tickets.
• Active Directory, User Management. Adding New User, Group Account and set User policy Consideration, set Quotas and Modifying & delete Account.
• Issues handled related to Disk Space, CPU utilization, Memory utilization
• Hardware error and alert.
• Scheduled servers reboot & server health Check-ups and performance monitoring.
• Service calls - User folder access, Network drive access, NTFS permission, Drive mapping. Providing file and folder access through access control list (ACL).
• Install Manual Patching as well as Autometic Patching using WSUS, SCCM and TEMP coordinating with different technical team.
• Managing VMware vsphere server for taking snap shot, modify and manage VMs.
• Priorities maintain and resolve issue depending on SLA