Bhishma Desai

Bhishma Desai Phone: - Email:- Work Experience: Current Organization : CompuCom CSI Ltd. Duration: 30 Jan 2017 till date. Designation: System Administrator II. Professional: Work primarily on service now incidents Make sure that all tickets are worked within SLA & OLA. Ensure that the issues are resolved to client satisfaction. Actively participate and give inputs in team weekly call including onshore leads and Managers. Plan and execute monthly server maintenance activities for the environment. Monthly Server patching activities and CU updates on all Exchange, CAS, HUB and Edge servers. Work as a team in resolving any critical issues and make sure that there is a 100% availability without exhausting resources. Ensuring that every incident are resolved to meet the customer requirements and a brief note of issue cause and resolution provided is shared with the user. Communicate with end user over the phone, email or Jabber to understand the issue and provide best resolution. Work Experience: Current Organization : Capita IT Enterprise Services Duration: 27th July 2015 to 27th Jan 2017 Designation: Sr. Analyst, Second Line Support. Professional Profile: Troubleshoot issues related to Outlook, Mail flow, Exchange and Email Archiving. Microsoft Exchange 2003/2010, Exchange Office 365. Provisioning of mailboxes, user mailbox access and general support. Creation/Alteration/migration of AD objects, user accounts, Security groups, policies. Hands on experience with ADUC/ADMT tools. Email Routing/Mail Flow and Set up Installation concept. Troubleshoot issues at both the client (Microsoft outlook) and server side, Analyzing NDR. Microsoft Lync, provisioning of user accounts and general support/Client side troubleshooting. Coordinating migration of existing mailboxes to O365, user account management and O365 mailboxes creation and support. Support of Capita Blackberry Enterprise & Office 365 servers. Basic handset troubleshooting. Cisco VPN, management of user access groups, Support of the legacy Capita remote access solution Enterprise Archiving Solution (EAS), general support, Support of Access permissions. Use of PowerShell commands for administration of Exchange 2010 and Office 365. Managing users and Object related attributes using SAP. Create, Edit and remove Shared Mailbox and Distribution Lists. Work on issues and service requests via remedy and maintain the SLA of the case. Remote Desktop Support for a set of clients in provisioning user desktop/laptops, installing pre-requisite software remotely. Follow up on cases regularly ensuring issue resolution to user satisfaction. Assist users to create and alter Mobile/PC/Physical Token related issues. Working knowledge of networking, ip address range, osi model/tcp model. Work in coordination with teams across organization to resolve the issues. Daily follow up with the customer to understand and resolve the issue better, getting a confirmation of satisfaction for the resolution provided before closing the incident. Active Member of the Capita Employee engagement activities – ‘CAPITA WAVES’ Work Experience: Last Organization: Convergys India Services Pvt. LTD. Duration: 13th January 2013 to 21st April 2015 Designation: Technical Support Officer. Professional Profile: Support provided to Microsoft Office 365 clients through the tickets created (Phone and email). Meet SLA’s and provide end to end support to the customers with the support ticket. Working with Company Administrators to troubleshoot and resolve issues related to Exchange Online, User Management, Distribution Group, Domain Management, Calendar. Effective use of Power Shell to troubleshoot and analyze the root cause of the issues. Working with administrators to deployment and setup Office 365. Troubleshooting and resolving Outlook (Client) related issues. Working with administrators to set up Hybrid Environment where on premise Exchange is in co-existence with Exchange online. In addition, assist resolving errors and issues while migrating. Root cause analysis and resolution for domain issues. Assisting administrators with migration from hosted Exchange and third party hosting services to Office 365. Mailbox, Domain and User management. Assist administrators in recovering lost or deleted mailbox or mailbox data using recovery tools. DNS record management for the domains. Technical skills: Working as Administrator Technical Support Engineers for Organization Administrators in troubleshooting issues related to User account & Mail Exchange and Domain Administration for the Organization. Commonly Troubleshooting and Resolving issues related to Creating and Managing Users, Adding and verifying domains, creating user Outlook profile, Service desk, Retrieving lost mailbox data, Mailbox migrations, Managing Exchange Attributes for users. Creating and Managing Client cases for the issue, regular follow-ups on the cases based on the severity. Working knowledge of Active Directory, Exchange 2003, 2010 and Exchange Online. Taking the complete ownership of the case and give the correct solution and ensure customer satisfaction. Work Experience: Organization: Jinaam Dress Pvt Ltd. Duration: 20th May 2011 to 30th Dec 2012 Designation: Business Development Executive Role: Worked as a sole point of contact for online retailers for placing and coordinating orders. Responsible for handling core logistics for the every order right from helping customer to buy the right product and giving best deal to getting their order ready and dispatching and ensuring timely delivery. Responsible to build new market and generate revenues from online business. Used to maintain and keep a daily track of available stock to accept orders for products in stock. Work Experience: Organization: Transforms Solution Pvt Ltd. Duration: 12th April 2010 to May 18th 2011 Designation: Business Development Executive Role: Multiple tasks based role and were required to work as per the project requirements. Make outbound calls to US small business owners and pitch for Merchant Services. Take appointments for the client to meet further explain the product or sale. Have been a Quality Supervisors for a brief time. Was responsible to monitor and authenticate all sales calls pitched by the representatives for a day. Filter genuine sales calls, create a report, and share it with Management and Clients on a daily basis. Educational Qualifications:- B.com VNSGU 47.8 %- XIIth GSEB 64 %- Xth GSEB 67.2% Profile & strengths: Manage time effectively and meet deadlines. Effective communicator - can liaise with clients and communicate ideas with a wide range of people. Quick learner and hardworking. Flexible and adaptive. Good research and troubleshooting skills. Work independently and as part of a team.