Shivansh Batham

About Shivansh Batham

Currently working at Rackspace as a Public Infra Cloud Support Technician Handling 4 clients providing continuous Support. Past Adobe Systems.( Off Payroll OM HRA) Role: Client Servicing. Supported Adobe DX Enterprise Customers I have over 8 Months of experience working in Recruitment Domain, I worked as Recruitment Associate at Vbeyond Corporation, where I fulfill the Clients Recruitment requirements! I\'m passionate about Recruitment, Training And Development that help people navigate their careers, Also Currently the Student\'s Training and Placement Coordinator at my College Rameshwaram Institute of Management. Previously, I worked as Cinematographer, Currently Managing and Making Contents on Motorcycles at my own YouTube Channel Link in the Work Experience Section. If you catch me outside of work, I\'m an Motorcycle Freak- A Moto-jockey Who Loves to Experience and Share Thoughts about the Motorcycle I get to ride - and an avid lover of Computer Games Like Counter Strike Call of Duty and Tekken Alongside Motorcycle Freak I love to Read Latest Technology Magazines like Digit, Chip,Tech News, Latest Computer Hardware Launches and New Automobiles Threads on News Forums Like Autocar, Zig-wheels, Power Drift, Overdrive I also like meeting new people over a cup of coffee. Feel free to reach out at s••••••••@gmail.com or Connect with me on Linked-In Competencies: Salesforce Basics, Managed Engine, Service Now, Encore, Fundamental G Suit, Word,Excel WordPress, Sony Vegas Pro,Audacity,YouTube Analytics, MS-Word, MS-Excel, ATS(Applicant Tracking System) Software, HRMS Software OS Experience Windows XP,7,8,10,11

Experience

1. Support Technician - in

   Rackspace Technology

   Mar 2024 — Present · Gurugram, IN

   Helpdesk/Service Desk ManagementHandling 4 International clients and providing technical support.Manage ticket queues, monitor inbound customer/end-user requests, and troubleshoot issues.Handle calls, chats, and emails to provide technical support and customer assistance.Assign tickets to appropriate teams as per the Routing Matrix.Administer user account provisioning and access management in Active Directory (AD).Grant access by adding users to relevant AD groups.Provide support for Microsoft Office Suite, Windows, Citrix VMs, and Azure IaaS/PaaS.Ensure SLA compliance by responding quickly to tickets and resolving issues promptly.Track and update customers on ticket status, adhering to ITIL best practices.Use ServiceNow, Managed Engine HALO ITSM, and Encore for service management.Technical Support ExpertiseProficient in troubleshooting Windows devices using Event Viewer, CMD, PowerShell, and Device Manager.Resolve system performance issues, login problems, and OS configuration errors.Perform OS installations/repairs using recovery tools or reinstallation.Troubleshoot Citrix login failures and session issues using Citrix Studio.Optimize Citrix environments for performance (HDX) and troubleshoot network issues (ping, traceroute).Manage Citrix PVS for virtual desktops and servers, and utilize Profile Management.Support Windows 10, Office 365, and Active Directory (user/group management).Basic knowledge of Azure and hardware/software troubleshooting.Microsoft 365 & Security ManagementConfigure and reset MFA for new devices in M365.Create and configure shared mailboxes, manage access permissions (Full Access, Send As).Set up and manage distribution lists in M365.Assist with BitLocker recovery key management and troubleshooting.

Education

• Modern School Lucknow

  10+2

  2002 — 2017

• Lucknow Public Schools and Colleges

  Bachelor of Commerce - BCom

  2017 — 2020

• Dr. A.P.J. Abdul Kalam Technical University

  Master of Business Administration - MBA

  2021 — 2023