Snezana Lainovic

An accomplished, result driven Support Support Specialist, with over 5 years of expertise in supporting mid-sized to enterprise environments, support end users, provide tier II and III technical support. In addition to technical working knowledge with the latest software and hardware technologies, I also have excellent skills in project management, business analysis, administration, change/incident and service management, communication and problem solving. My ability to understand the business and user needs enables me to provide value added services to the company and provide exceptional customer services.

Tech Mahindra | Toronto| Nov 2020 - Mar 2023 

IT Support Specialist

• Managed day-to-day operations of Cloud and On-premise infrastructure
• Handled support of service request which relate to all technology including workstations, servers, printers, networks and hardware/software 
• Participated in the configuration, design, and troubleshooting of servers, storages, TCP/IP connections, DNS/DHCP, virtualization, operating systems and applications, configured DHCP scopes, options and reservations
• Advised and assisted users in solving problems related to hardware, software, network and peripherals using available technology
• Operated with AD & Azure AD authorization administration, Group Policy, MFA, access and password management
• Hands-on experience with creating and configuring Virtual machines, Network Security Groups, Firewalls, Bastion and Virtual Networks on Azure Cloud
• Participated in migration from On-prem to Azure Cloud, using Azure AD Connect
• Monitored and managed Azure resources using Azure Monitor and Alerts
• Instructed users on a step-by-step basis to resolve issues including device and email connectivity and correction
• Implemented and managed AD infrastructure and Group Policies
• Responsible for change/incident and service management using Service Now Ticketing software
• Installed, configured and maintained back-end and front-end systems, as well as LAN and WAN connection at remote site
• Upgraded and installed software applications, operating systems, anti-viruses, drivers and security software

Dormisano | Serbia | June 2017 - Apr 2019

Technical Support Analyst

• Provided telephone and email support and troubleshooting for various clients as related to Windows OS, network issues, software/hardware related issues, remote access, firewall, DNS/DHCP issues
• Set up, tested and implemented OU structure, groups, users and group policies inside Active Directory forest
• Managed and maintained Active Directory user accounts
• Performed administrative tasks related to Windows server installations and decommissioning
• Responsible for advising and assisting users in solving problems related to hardware, software, networks using available technology
• Experienced with methodologies and best practices such as ITIL, incident and change management and service management
• Supported work schedules, on-call and/or shift work to perform planned and unplanned system maintenance and upgrades including security patch management and operating system/application upgrades, and respond to incident and problems
• Assisted in managing Citrix Virtual Apps and Desktops (installed and configured Citrix Delivery Controller, Machine Catalog and Delivery Group, Virtual Delivery Agent, Citrix Store Front, Hypervisor and Citrix XenCenter)

CERTIFICATES

Microsoft Azure Administrator, AZ104

Configuring and Operating Microsoft Azure Virtual Desktop (AVD), AZ140

Administering Microsoft Azure SQL Solutions, DB300 

ITIL v4 Foundation

Citrix Virtual Apps and Desktops 7 Administration, 1Y0-204

CPIM, Supply Chain Management

Six-Sigma Green Belt

EDUCATION

#Infrastructure Analyst College Diploma

#Master in Engineering Management