Poonam Shinde

• Managed Active Directory services including user account creation, group policy implementation, and access management to maintain secure environments while providing necessary resources for users.
• Monitored security groups, active directory accounts, user profiles and company-issued devices, supporting technical troubleshooting and administering replacements as necessary.
• Maintained active directory to build user network profiles, reset passwords, and unlock accounts.
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
• Working on Microsoft endpoint manager for deploying the application
• Collaborated with cross-functional teams to ensure seamless integration of Active Directory with other systems.
• Created, updated and maintained Azure security standards and best practices across Azure domain.
• Promoted a positive work environment through active participation in team meetings, professional development opportunities, and open lines of communication with colleagues.
• Working with Germany, Romania, Poland, China, Japan, US teams for resolving the issue.

• Proactively monitoring Windows event logs and application logs, working with vendors like Microsoft
• Identifying defects/bugs in application and resolving with development teams to identify the fix and implement it on affected server’s like storefront, and also on citrix hosted VDA’s like (PVI, CDC, CSF, PVS, CRS)
• Worked on ticketing tool like Service Now for creating Incidents and different task and requested change by client and Arc tool for analyzing the required data
• Using tools like Procmon to identify network related issues
• Creating knowledge articles for documentation
• Providing the Root Cause Analysis (RCA) & fixing the windows/ IIS web server related issues

Amcoe Shift Lead’s

• Demonstrated expertise in deploying and configuring Azure Virtual Machines for diverse workloads
• Implemented virtualization strategies to optimize resource utilization and streamline infrastructure management
• Provided technical support for troubleshooting and resolving complex issues related to virtual environments
• Played a key role in 24x7 environment support, contributing to uninterrupted operations and minimal downtime
• Managing the SLA and KPI’s for assigned and non-assigned INC, PRB, TASK and multiple related cases
• Provide the appropriate help to respective team to resolve the INC on time without SLA breached
• Create documentation for the tickets which breached the SLA and escalate it to leadership and respective TAM through email with all ticket details
• Co-coordinating with different Internal Product Support Teams and Technology Solution Center Teams to resolve Application or Infrastructure related issues to ensure greater system Uptime
• Work with U.S based resources to follow standard escalation matrix for vendor/client's incident management
• Assist with Root Cause Analysis if required.

• Creation of Active Directory objects as per client’s requirement, like user creation, OU creation, resetting passwords for users, organizing the computer users etc
• Providing GPO as per the client requirements to users and groups
• Responsible for building and provisioning new windows servers (Hyper-V virtualization environment)
• Managing tickets into Connect Wise ticketing tool within SLA, (Daily ticketing reports, Daily shift end reports, AV Security, patch management reports, VCIO Infrastructure Report etc.) Working on Kaseya RMM tool for monitoring & troubleshooting all devices like Server's, exchange server's, Datacenter server's, laptop & workstations other networking devices like UPS, Firewall, switch etc
• Responsible for managing Office 365 account for user
• Veeam & Crashplan Backup configuration for Standalone agent, Virtual, Hyper V Machines
• Handling FSRM, Offline ISP/ Servers & windows Security, Storage alert
• Handled customer concerns and escalated major issues to supervisor
• Exceeded goals through effective prioritization and consistent work ethic.

• Implementing the wired network and troubleshoot
• Monitoring other IT equipment like Printer, Scanner through LAN network Configuration of user Outlook accounts on Office 365
• Performed all systems administration duties including configuration and maintenance of Network services such as AD, DHCP, DNS on Windows environments
• Using RDP installation of Software
• Create the user profile in Domain, Monitoring and Optimizing System Performance and Reliability
• Create and manage new users and groups, user rights, and domain user
• Installation of Operating System and Company Images.