GULSHAN MANDLA

New Delhi 981******* adzlgy@r.postjobfree.com

Profile Summary

Overall technical experience 9 years.

Dedicated and technically proficient IT professional with a proven track record of efficiently handling technical queries from business users pertaining to desktops, laptops, and email configurations on mobile devices. Experienced in addressing and resolving email issues for O365 business users, managing permissions for shared mailboxes, and adding users to distribution lists. Proficient in creating users on Office 365 and managing license assignments. Possess a strong working knowledge of Active Directory for managing user credentials and providing access to various applications. Skilled in handling incidents and service requests in collaboration with the Incident Management team, ensuring timely resolution within established timeframes. Demonstrated ability in training and mentoring junior teams to proficiently handle technical inquiries from business users.

Experience

Name of the Project - BT (British Telecom)

Duration

July 2014– May 2016 (23 months)

Role

IT Support

Project Type

BT (British Telecom) in HCL

Technology

Right Now

My Responsibilities

Resolving high priority issues of the business users. Managing the vendor (Open Reach) so that the fiber optic lines could be installed at the user property. Coordinating with other teams to resolve the issues of the business users. Contacting the site engineers for getting update on the progress of work

Name of the Project - Adecco

Duration

May 2016 – March 2018 (23 months)

Role

IT Support

Project Type

HCL Adecco - Application Maintenance

Technology

. Active directory, Office 365 and Desktop Support

My Responsibilities

Remotely resolving issues related to desktop, laptop, Email and other application related queries for business users.

Maintaining the SLA as per the priority of the ticket.

Routing tickets to the relevant team que so that it could be resolved if it was not resolved by us.

Handling high priority tickets by coordinating with DM (Duty Managers) through call and Email.

Contacting the onsite vendors to know an update on the status of the serves and usage of the application in case there is an outage.

Obtaining Licenses from vendors for O365 and other applications.

Configuring printers on the user laptop, preparing laptop for new joiners, Formatting and deployment of OS on the laptops, coordinating with the vendors such as Canon for fixing issues related to printers, Resolving issues related to WIFI connectivity.

Name of the Project – AA (Automobile Association)

Duration

July 2018 – May 19 (11 months)

Role

IT Support

Project Type

AA (Automobile Association) Coforge

Technology

Active directory, Office 365 and Local IT

My Responsibilities

Remotely resolving issues related to desktop, laptop, Email and other application related queries for business users.

Routing tickets to the relevant team que so that it could be resolved is it was not resolved by us

Handling high priority tickets by coordinating with DM (Duty Managers) through call and Email.

Contacting the onsite vendors or counterparts to know an update on the status of the serves and usage of the application in case there is an outage.

Name of the Project - Ramboll

Duration

May 2019 – Oct 2020 (18 months)

Role

Project Type

Applica Client of Coforge: Ramboll

Technology

Active directory, Office 365, VPN, Desktop Support, Cisco Devices and Server Devices

My Responsibilities

Remotely resolving issues related installation of Civil Engineering software’s, Adding users to distribution list, creation of shared mailbox, arranging VC room cisco conferencing, resolving issues related to connectivity of the user laptop with other devices, resolving issues related to Office 365, configuring printers and plotters on the user laptop, preparing laptop for new joiners, coordinating with the vendors such as Dell, Lenovo and Canon for resolving hardware related issues with the laptops and printers.

Arranging townhall meetings for directors and HOD’s as well as providing support in resolving Cisco devices issues in meeting rooms.

Setting up of new office in Gurugram and other worldwide locations by providing support in setting up server room, fitting of server devises on the rack and activating them and supporting new joiners by guiding them how to use, install and configure software’s, printers, applications etc.

Name of the Project - Virgin Australia

Duration

Oct 2020– Current

Role

IT Support

My Responsibilities

SCCM 2012 R2 - Patching on Servers and Workstation. Mitigating the vulnerabilities and managing the compliance percentage in the environment. Also managing Active directory, Microsoft 365

Education

• BACHELORS IN COMMERCE

DELHI UNIVERSITY – 2003

Skills & Abilities

·Technical Support and Troubleshooting

·Email Configuration (O365)

·Shared Mailbox and Distribution List

·Office 365 User Creation and License Assignment

·Active Directory Administration

·Incident Handling and Resolution

Contact this candidate