Operations Manager

• Jan 2019 - Present

Senior Operational Professional, Active Directory and Networking at Microsoft

• Feb 2018 - May 2022

Senior Operational Professional, Active Directory and Networking at Microsoft Senior Operational Professional, Active Directory and Networking at Microsoft

Senior Operation Professional, Identity and Access Management

• Oct 2016 - May 2022

Senior Operation Professional, Identity and Access Management

• Oct 2016 - May 2022

Team Lead

• Jan 2019 - Sep 2021

Infrastructure Engineer

• Jul 2013 - May 2022

Rani Kumari_Incident Management_BangaloreArea of Expertise: Incident Management, TechOps and Storage break-fix SAN. Tools: BMC Remedy 8.1, CMS, SharePointResponsibilities: Monitor Incidents and Alerts in Remedy 8.1 tool Identify the reason for the problem statement from CMS. Notify the concerned team and resolve the ticket once confirmed of the error on the server. Follow-up with different teams on the status of the Incident and co-ordinate to find the best ways to resolve the issue. Monitoring of tickets and taking the actions necessary to meet service targets  Managing Incidents including Major Incident with a priority of “Critical” or “High”, client facing Priority 1 (Critical) and Priority 2 (High)  Client satisfaction for Incidents  Managing user escalations for Incidents and user service requests  Initiation of Problem Process for problems identified by Incident Management  Initiation of Issue Process for Issues identified by Incident Management  Ensuring correct execution of Incident Management Processes  Provide Access to the CE’s to resolve the Hardware replacement issues.  Technical support for the Admin and Onsite team to resolve the high priority issues. Show less

Infrastructure Engineer

• Jul 2013 - May 2022

Responsibilities: Monitor Incidents and Alerts in Remedy 8.1 tool Identify the reason for the problem statement from CMS. Notify the concerned team and resolve the ticket once confirmed of the error on the server. Follow-up with different teams on the status of the Incident and co-ordinate to find the best ways to resolve the issue. Monitoring of tickets and taking the actions necessary to meet service targets  Managing Incidents including Major Incident with a priority of “Critical” or “High”, client facing Priority 1 (Critical) and Priority 2 (High)  Client satisfaction for Incidents  Managing user escalations for Incidents and user service requests  Initiation of Problem Process for problems identified by Incident Management  Initiation of Issue Process for Issues identified by Incident Management  Ensuring correct execution of Incident Management Processes  Provide Access to the CE’s to resolve the Hardware replacement issues.  Technical support for the Admin and Onsite team to resolve the high priority issues. Show less

Infrastructure Engineer

• Jul 2013 - May 2022

 Providing L1/L2 support for US Client Handling Service requests, Incidents  Managing Active Directory on Microsoft Windows Server 2003/2008 To create and administer LAN and Enterprise ID accounts , modifiaction and Admin accounts of the users in Active Directory and internal tools To create and administer various shared resources e.g. Distribution Lists, Directories To provide permissions to the user as required by them Ensure that the customer has the appropriate access to the tools to support the business in an efficient way System Administrator for the User Account Maintenance and Incident Management Systems Create LAN and/or E-mail account for the users and administer them. Grant permissions on various network resources available to users. Creation and administration of Global groups. Creation of New Directories as per the customer guidelines and grant permissions on them. Understanding the terms and conditions of service level agreement, providing solutions to high client’s to meet fixed SLA. Creating active directory objects like users, groups, contacts, computer accounts and exchange recipients. Creating distribution groups and email contacts and managing those with appropriate permission. Login to Remote Desktops to provide Temporary Admin access and PGP encryption password to the clients Very good hands on worked experience on ticketing tools ITSM, Service now, HPSM Show less