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Monisha C

Technical support analyst| servicenow | Azure active directory | SCCM| Microsoft O365 Administration | M365 | LDAP | SLA management| Incident management|

Raichur

3+ years of work experience

Novonesis
Jul 20256 mosDec 2025

Bengaluru, Karnataka, India

May 20246 mosOct 2024

Remote

Arrow Electronics
Aug 20221 yr 8 mosMar 2024

Bengaluru, Karnataka, India

❖ Monitoring the server alerts and create INCs based on priority. ❖ Basic knowledge on DHCP ❖ Basic knowledge on DNS ❖ BSOD, Installing, configuring and troubleshooting of other applications including Microsoft outlook for Exchange and POP3. ❖ Configuring and troubleshooting of standalone and network printers. ❖ Troubleshooting issue over TCP/IP based LAN networks. ❖ Network L1 Support like Providing Wifi access to end user. ❖ Troubleshooting hardware, software and OS related issues. ❖ Management of phpmyadmin and SQL. ❖ Database management and backend process ❖ Service Now Ticketing tool: Handling calls, Chats and Email support with Outbound, Task creation, Task expedite, On call contact. Monitoring the INCs queue actioning according to SLA based on priority. ❖ Active Directory: unlocking windows account and finding source, resetting passwords, adding memberships and checking account disability, MFA setup, Windows hello, Intune registration. ❖ Global protect VPN issues: Installing application, configuration, adding certificates, adding right portals, adding users to remediation groups and guidance on vendor VPN. ❖ Troubleshooting and installation of O365 application’s issues: outlook, teams, excel, OneDrive synch issues, and other Microsoft applications. ❖ Configuring and troubleshooting of standalone and network printers. Addressing end user’s issues or complaints with respect to Desktop/Laptops, hardware, Software and network related troubleshooting.❖ Bit-locker issues, browser issues. ❖ Installation of applications from software center and troubleshooting of software center issues. ❖ DL creation, Deletion, adding and removing members and changing the DL titles, owners. ❖ Shared mailbox creation adding and removing members. ❖ Java installations and troubleshooting, salesforce login issues. ❖ Network L1 Support like Providing Wi-Fi access to end user, troubleshooting internet issues.
Microland Limited
May 20216 mosOct 2021

Banglore

Incident resolution. ❖ Service Now Ticketing tool: Handling calls, Chats and Email support with Outbound, Task creation, Task expedite, On call contact. Monitoring the INCs queue actioning according to SLA based on priority. ❖ Active Directory: unlocking windows account and finding source, resetting passwords, adding memberships and checking account disability, MFA setup, Windows hello, Intune registration. ❖ Global protect VPN issues: Installing application, configuration, adding certificates, adding right portals, adding users to remediation groups and guidance on vendor VPN. ❖ Citrix applications, configuration manager, deployment of applications, Laps (Local machine) password generation. ❖ Troubleshooting and installation of O365 application’s issues: outlook, teams, excel, OneDrive synch issues, and other Microsoft applications. ❖ Configuring and troubleshooting of standalone and network printers. Addressing end user’s issues or complaints with respect to Desktop/Laptops, hardware, Software and network related troubleshooting. ❖ Troubleshooting of bluescreen errors. ❖ Troubleshooting hardware, software and OS related issues, on remote connection. Handling quick assist remote tool, Remote controller view app from citrix❖ Bit-locker issues, browser issues. ❖ Installation of applications from software center and troubleshooting of software center issues. ❖ Mapping Shared drives, troubleshooting synch issues and monitoring access requests. ❖ Workday profile configuration and support. ❖ DL creation, Deletion, adding and removing members and changing the DL titles, owners. ❖ Shared mailbox creation adding and removing members. ❖ Java installations and troubleshooting, salesforce login issues. ❖ Network L1 Support like Providing Wi-Fi access to end user, troubleshooting internet issues. ❖Awareness on following applications: UKG Pro or Ultipro, HCL notes, Smart View, timecard, Production accounts login, Microsoft TO-DO.
Hewlett Packard Enterprise
Oct 20207 mosApr 2021

Banglore

Incident resolution. ❖ Service Now Ticketing tool: Handling calls, Chats and Email support with Outbound, Task creation, Task expedite, On call contact. Monitoring the INCs queue actioning according to SLA based on priority. ❖ Active Directory: unlocking windows account and finding source, resetting passwords, adding memberships and checking account disability, MFA setup, Windows hello, Intune registration. ❖ Global protect VPN issues: Installing application, configuration, adding certificates, adding right portals, adding users to remediation groups and guidance on vendor VPN. ❖ Citrix applications, configuration manager, deployment of applications, Laps (Local machine) password generation. ❖ Troubleshooting and installation of O365 application’s issues: outlook, teams, excel, OneDrive synch issues, and other Microsoft applications. ❖ Configuring and troubleshooting of standalone and network printers. Addressing end user’s issues or complaints with respect to Desktop/Laptops, hardware, Software and network related troubleshooting. ❖ Troubleshooting of bluescreen errors. ❖ Troubleshooting hardware, software and OS related issues, on remote connection. Handling quick assist remote tool, Remote controller view app from citrix❖ Bit-locker issues, browser issues. ❖ Installation of applications from software center and troubleshooting of software center issues. ❖ Mapping Shared drives, troubleshooting synch issues and monitoring access requests. ❖ Workday profile configuration and support. ❖ DL creation, Deletion, adding and removing members and changing the DL titles, owners. ❖ Shared mailbox creation adding and removing members. ❖ Java installations and troubleshooting, salesforce login issues. ❖ Network L1 Support like Providing Wi-Fi access to end user, troubleshooting internet issues. ❖Awareness on following applications: UKG Pro or Ultipro, HCL notes, Smart View, timecard, Production accounts login, Microsoft TO-DO.

Education

S.J.C. Institute of Technology

20124 yrs2016

Infant jesus school, raichur

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Headline

Technical support analyst| servicenow | Azure active directory | SCCM| Microsoft O365 Administration | M365 | LDAP | SLA management| Incident management|

Location

Raichur

Work experience

It helpdesk analyst at Novonesis, Jul 2025 - Dec 2025 · 6 mos, Bengaluru, Karnataka, India

IT helpdesk analyst 1 at Bluemantis, May 2024 - Oct 2024 · 6 mos, Remote

Technical Support Analyst at Arrow Electronics, Aug 2022 - Mar 2024 · 1 yr 8 mos, Bengaluru, Karnataka, India, ❖ Monitoring the server alerts and create INCs based on priority. ❖ Basic knowledge on DHCP ❖ Basic knowledge on DNS ❖ BSOD, Installing, configuring and troubleshooting of other applications including Microsoft outlook for Exchange and POP3. ❖ Configuring and troubleshooting of standalone and network printers. ❖ Troubleshooting issue over TCP/IP based LAN networks. ❖ Network L1 Support like Providing Wifi access to end user. ❖ Troubleshooting hardware, software and OS related issues. ❖ Management of phpmyadmin and SQL. ❖ Database management and backend process ❖ Service Now Ticketing tool: Handling calls, Chats and Email support with Outbound, Task creation, Task expedite, On call contact. Monitoring the INCs queue actioning according to SLA based on priority. ❖ Active Directory: unlocking windows account and finding source, resetting passwords, adding memberships and checking account disability, MFA setup, Windows hello, Intune registration. ❖ Global protect VPN issues: Installing application, configuration, adding certificates, adding right portals, adding users to remediation groups and guidance on vendor VPN. ❖ Troubleshooting and installation of O365 application’s issues: outlook, teams, excel, OneDrive synch issues, and other Microsoft applications. ❖ Configuring and troubleshooting of standalone and network printers. Addressing end user’s issues or complaints with respect to Desktop/Laptops, hardware, Software and network related troubleshooting.❖ Bit-locker issues, browser issues. ❖ Installation of applications from software center and troubleshooting of software center issues. ❖ DL creation, Deletion, adding and removing members and changing the DL titles, owners. ❖ Shared mailbox creation adding and removing members. ❖ Java installations and troubleshooting, salesforce login issues. ❖ Network L1 Support like Providing Wi-Fi access to end user, troubleshooting internet issues.

Technical Support Engineer at Microland Limited, May 2021 - Oct 2021 · 6 mos, Banglore, Incident resolution. ❖ Service Now Ticketing tool: Handling calls, Chats and Email support with Outbound, Task creation, Task expedite, On call contact. Monitoring the INCs queue actioning according to SLA based on priority. ❖ Active Directory: unlocking windows account and finding source, resetting passwords, adding memberships and checking account disability, MFA setup, Windows hello, Intune registration. ❖ Global protect VPN issues: Installing application, configuration, adding certificates, adding right portals, adding users to remediation groups and guidance on vendor VPN. ❖ Citrix applications, configuration manager, deployment of applications, Laps (Local machine) password generation. ❖ Troubleshooting and installation of O365 application’s issues: outlook, teams, excel, OneDrive synch issues, and other Microsoft applications. ❖ Configuring and troubleshooting of standalone and network printers. Addressing end user’s issues or complaints with respect to Desktop/Laptops, hardware, Software and network related troubleshooting. ❖ Troubleshooting of bluescreen errors. ❖ Troubleshooting hardware, software and OS related issues, on remote connection. Handling quick assist remote tool, Remote controller view app from citrix❖ Bit-locker issues, browser issues. ❖ Installation of applications from software center and troubleshooting of software center issues. ❖ Mapping Shared drives, troubleshooting synch issues and monitoring access requests. ❖ Workday profile configuration and support. ❖ DL creation, Deletion, adding and removing members and changing the DL titles, owners. ❖ Shared mailbox creation adding and removing members. ❖ Java installations and troubleshooting, salesforce login issues. ❖ Network L1 Support like Providing Wi-Fi access to end user, troubleshooting internet issues. ❖Awareness on following applications: UKG Pro or Ultipro, HCL notes, Smart View, timecard, Production accounts login, Microsoft TO-DO.

Service Desk Analyst at Hewlett Packard Enterprise, Oct 2020 - Apr 2021 · 7 mos, Banglore, Incident resolution. ❖ Service Now Ticketing tool: Handling calls, Chats and Email support with Outbound, Task creation, Task expedite, On call contact. Monitoring the INCs queue actioning according to SLA based on priority. ❖ Active Directory: unlocking windows account and finding source, resetting passwords, adding memberships and checking account disability, MFA setup, Windows hello, Intune registration. ❖ Global protect VPN issues: Installing application, configuration, adding certificates, adding right portals, adding users to remediation groups and guidance on vendor VPN. ❖ Citrix applications, configuration manager, deployment of applications, Laps (Local machine) password generation. ❖ Troubleshooting and installation of O365 application’s issues: outlook, teams, excel, OneDrive synch issues, and other Microsoft applications. ❖ Configuring and troubleshooting of standalone and network printers. Addressing end user’s issues or complaints with respect to Desktop/Laptops, hardware, Software and network related troubleshooting. ❖ Troubleshooting of bluescreen errors. ❖ Troubleshooting hardware, software and OS related issues, on remote connection. Handling quick assist remote tool, Remote controller view app from citrix❖ Bit-locker issues, browser issues. ❖ Installation of applications from software center and troubleshooting of software center issues. ❖ Mapping Shared drives, troubleshooting synch issues and monitoring access requests. ❖ Workday profile configuration and support. ❖ DL creation, Deletion, adding and removing members and changing the DL titles, owners. ❖ Shared mailbox creation adding and removing members. ❖ Java installations and troubleshooting, salesforce login issues. ❖ Network L1 Support like Providing Wi-Fi access to end user, troubleshooting internet issues. ❖Awareness on following applications: UKG Pro or Ultipro, HCL notes, Smart View, timecard, Production accounts login, Microsoft TO-DO.

Education

S.J.C. Institute of Technology

Infant jesus school, raichur