Srikanta A

Roles and Responsibilities: -Provide support at our IT Help Desk, full time, during normal business hours(Usually APAC time zone- Based out in Bengaluru office) -Responding to all support request with accurate estimated time updates -Track software license inventory following IT procedures -Facilitate IT On-boarding for new employees -Assist users with SSO OKTA - Workspace one Administration -Slack Administration -Build and configure new hire laptops -Work with employees to perform computer upgrades and migrations(MAC, Windows, and Chrome book devices) -Provide first-tier support for AV issues -Process returned assets and prepare them for reuse/rec -Configure VPN, Remote troubleshooting, Google Admin troubleshooting -Manage the IT inventory against the stock available -Manage and troubleshoot the DUO admin console on 2FA -I worked cross-functionally with partners in IT Systems, Engineering Operations, Security, and other teams to coordinate work, handle ticket escalations and resolve issues. -I resolved problems in a timely manner or escalated on behalf of employees to senior technical staff. -I also manage relationships with vendors, subcontractors, and 3rd party providers and I assist with inventory & purchasing processes. -The role involved working closely with help desk staff to maintain IT support documentation, manage the IT queues and handle global ticket Queues. -The role involved supporting endpoint security standards (antivirus/two-factor authentication)

Roles and Responsibilities - Administrating Ivanti management console to deploy the application and monitor the devices. -Monitor and administer the Landesk server to integrate the windows and MAC devices bind the devices intranet. -Monitor security compliances & make the system meet the security compliances(Antivirus centralized deployment and management) - First level Network support(Aruba clearpass policy manager) and Link monitoring using PRTG tool. -Administering the google suite- Drive, creating Distribution lists, shared mailbox, creating identities. - Administering Google cloud print. -Managing wireless printers over the centralized console over the network -Expertise in MS office related issue(SAP, AFO, Excel). -Worked closely with the vendor for smooth service delivery. -Manage IoT devices such as wireless presentations(Solistice wireless presentation), RFID devices, Google Asus chrome meeting device. -Analysis of new issues, blockers, and finding the root cause & solution of the issue. -Predominantly work on global queues and handle Walk-ins (Ticketing tool system) to ensure to resolve the issues within SLA. - Manage IT assets in the inventory tool(SACM tool). -Handling level1 and level2 escalation and ensuring the ticket closure within prescribed SLA. -Identify and escalate well-known issues or service risks into service management teams. - Creating SOP's, sharing across team and end-users on well-known issues. - Manage a number of scheduled tasks for customers, designed to ensure that the customer's systems remain operational.

SD-WAN implementation for one of the e-commerce customer • Monitor performance and ensure system availability and reliability. • Support the customer to get 24/7 network availability. • Select and implement security tools, policies, and procedures in conjunction with the company’s security team. • Provide Level-1/2 support and troubleshooting to resolve issues • Ability to organize and plan work independently • Ability to work in a rapidly changing environment Performing operating system installation, configuration, verification, upgrades & testing.  Installing and configuring desktop/laptop applications and troubleshooting issues. Responsible for installing and upgrading operating systems and software applications.  Efficiently troubleshooting hardware/software issues and configuring the wireless network on laptops and troubleshooting them. Indoor and Outdoor Access points(Aruba instant-on), and creating heatmaps for placing AP’s(Extreme Access points for both Indoor and Outdoor Access points). Managing internal office IT support for IT-related work.