Ayan Chakraborty

Technical Lead (Sr. IT Analyst) – PSP Investments Holding Europe Ltd

Provided onsite support for Windows 10 and 11, as well as MacOS Monterey 12.5. Conducted knowledge transfer sessions on various technologies, including user access management, Active Directory (AD), System Center Configuration Manager (SCCM), Office 365 Exchange Online, and Intune. I oversaw procurement systems at the client site and managed the service desk and field support team for AVI Teams meeting room hardware services. Ensuring application compatibility for Windows 10 and 11 was also part of my role. I analysed Service Level Agreement (SLA) metrics for incidents, tasks, and Request Item (RITM), assigning tickets to appropriate resolver groups. I served as the single point of contact for VIP support for clients in London and Montreal (Canada). As an Office 365 Level 3 administrator, you handled Business-as-Usual (BAU) and project activities, addressed phishing and access-related issues, managed external domains and SMTP whitelisting and administered Azure two-factor authentication and user administration. My work with Windows Autopilot and Intune build processes, assigning RSA tokens for remote users, and handling asset management for the client were also key responsibilities. I executed software installations using SCCM, provided Level 3 administration for Exchange Online (Office 365), assisted with email recovery, managed Azure Active Directory, and worked with the Office 365 Compliance Center. Additionally, I collaborated with the remote support team as a Subject Matter Expert (SME) for Office 365 (Outlook), Azure Virtual Machines (VM), Intune, and Level 2 and 3 Windows troubleshooting. You also packaged software using Intune.

Role: Windows 10 Rollout and SCCM

Worked as a deployment engineer for the Windows 10 migration, managing and planning the migration for various sites in the US, provided Azure Windows VM support and were responsible for application compatibility checks for Windows 10, analyzed risk management for the migration and successfully migrated 600 machines in the Qiagen environment.

Role: O365 Administrator

As an O365 Level 3 administrator, I handled both Business-as-Usual (BAU) and project activities, addressed phishing and access-related issues, managed external domains and SMTP whitelisting for the Qiagen environment, and worked with Azure two-factor authentication and user administration. My responsibilities also included Level 3 administration for Exchange Online (O365), email recovery using Avepoint System, managing Azure Active Directory, and working with the O365 Compliance Center. Additionally, I collaborated with the Workplace remote support team as a Subject Matter Expert (SME) for O365 (Outlook) and Windows L2 and L3 level troubleshooting.

Provided enterprise-level transition and support for multiple domains, managing over 9000 users and 10 Domain Controllers, implemented Remote Desktop Support in the TDC environment and conducted global knowledge transition training. My daily tasks included troubleshooting, resolving, and reporting incidents and service requests, also provided training to the team regularly, developed monthly service improvement plans, and participated in biweekly vendor management calls. Establishing proper management resources with third-party vendors, raising concerns, and logging calls for problem incidents were also part of my role. Managed ticket SLA and reports, provided desk-side support to customers, handled hardware touch support, logged calls for repairing damaged accessories, and managed assets. Additionally, installed and configured Windows OS and ensured ticket resolution while taking appropriate actions upon SLAs.

During my time at TCS Denmark, working for the client TDC from 14th October 2018 to 2nd July 2019, served as a deployment engineer for the Windows 10 migration. I oversaw the procurement system at the client site, managed the service desk and field support team of ATEA (one of the vendor companies of TDC in Denmark), and ensured application compatibility for Windows.

I provided enterprise-level transition and support for multiple domains, managing over 40,000 users and 200 Domain Controllers, conducted global knowledge transition training, Handled daily troubleshooting (using tools etc.), resolving, and reporting of incidents and service requests. I regularly provided technical training to the team and developed quarterly service improvement plans, participated in biweekly vendor management calls, established proper management resources with third-party vendors, and raised concerns and logged calls for problem incidents, I managed ticket SLA and reports, handled hardware touch support, logged calls for repairing damaged accessories, and managed assets. Additionally, I installed and configured Windows OS and ensured ticket resolution while taking appropriate actions upon SLAs.

I have experience working with various operating systems, You are an expert in data recovery using tools and have worked with Internet Protocol IP-v4, setting up LAN and WAN networks, handled various software installations and installed different types of computers, both desktops and laptops and thin client pc. Worked extensively with remote desktop support. Worked with Domino Clients and Lotus mail, and setting up Cisco IP phones. I have used call monitoring systems like BMC Remedy, ServiceNow etc. Additionally, I have worked with CITRIX Application System and different types of network printers.

I have troubleshooting experience with Lotus mail and Microsoft Outlook, SAP installation and troubleshooting, and video conferencing, worked with routers, switches, and patch panels. Responsibilities also included hardware maintenance and disposal, hardware touch support, and application testing using backend testing methods with PowerShell and CMD. I have experience in network administration.

Handled various operating systems, worked with NEVIS NETWORKS for persistent LAN security and network access control, as well as data recovery. Experienced with Internet Protocol IP-v4, setting up LAN and WAN networks, and using LANDESK MANAGEMENT SYSTEM. I managed various software installations and installed different types of computers, both desktops and laptops.

My responsibilities also included auditing banking security software parameters, working on networking with switches (CISCO, D-LINK), and I/O. I have done asset coordination and system upgrades, working with MS Exchange Server 2003, and Windows Active Directory.

Experienced working with various Windows Server versions, including WINDOWS Advanced Server 2000[SP 4], WINDOWS SERVER 2003 R2, and WINDOWS SERVER 2008 Standard & Enterprise Edition (32 bit), as well as client systems. I have also worked with different operating systems. My knowledge extends to the installation of Thin Clients and working with Internet Protocol IP-v4, setting up LAN and WAN networks in various banks and post offices, handled various software installations and installed different types of computers, both desktops and laptops. Additionally worked with DMP like EPSON LX-300+.