Santosh Mohanty

IT Service Desk Engineer II

As an IT leader, with an obsession for customer service, experienced in working with global, hyper-growth and agile businesses, I truly
believe that delivering IT solutions is an art. I can think analytically and strategically to implement innovative solutions and am highly
focused and dedicated when it comes to achieving any task set before me. I have the ability to not only think logically, but also with the
heart.

WORK EXPERIENCE
mohaantys@gmail.com
Service Desk Engineer II
8106160200 Uber India
08/2018 – 06/2020 Hyderabad, India
Roles & Responsibilities
Hyderabad, India
Provide Tier 2 IT support to internal Uber employees including Executives while serving as an
escalation point for Tier 1 global techs. Job also includes collaborative work with various IT
linkedin.com/in/skmohanty Engineering teams i.e. CollabApps, CorpSys, CorpNet, CPE, EngSec etc along with IT leadership team
to improve Uber IT infrastructure and implement great support processes, procedures, and
documentations.
SKILLS Experience with Active Directory for onboarding of user accounts and group administration along
with familiarity with basic Powershell scripts to execute various admin tasks. Have understanding
Tech about web App integration using SSO method and security LDAP groups through Onelogin
support/Troubleshooting platform.
Administrate Duo security app to manage 2FA method for internal Uber employees. Familiar with
Windows Server/Active implementing Onelogin security policies to restrict internal employee access to allowed network IPs
Directory and 2FA authentication as needed. Other growing list of tools we use & admin as L2 Engineers are:
MIM & IIQ, Slack, Adobe, VirtualBox, CrashPlan, Jira, Confluence/Teamdot, Teqtivity, Coupa, Envoy,
Zoom etc.
ITIL/IT Service
Management We also administrate gSuite apps i.e. Gmail, Drive, Calendar, Groups etc via Google Admin portal.
Responsible to integrate and administrate Uber meeting room resources through Zoom & Google
Calendar. Familiar with enrolling corp Mac devices & phones via Apple Business Manager and
Mac/Linux administrating them using Airwatch MDM console.
Leadership role: Been appointed as escalation lead for IT procurement and Asset Management tasks
Google Apps/gSuite for APAC region. Responsible to audit IT assets and newhire data and assist the L1 team procure IT
Admin assets as needed. Job is to be the face of Uber IT and work with external vendor partners across
APAC to ensure shortest possible delivery time and best price is quoted to Uber.
Train and mentor a team of 150+ Global L1 technicians, provide them necessary feedback and
MDM Networking identify opportunities for business enablement through smart use of technology. Write clear,
concise documentation for team members in wiki tools (Teamdot/Confluence & Phabricator).
Mentoring/Vendor Contact: Cham Ramey – chadr@uber.com
Management

LANGUAGES
English
Full Professional Proficiency

Hindi
Native or Bilingual Proficiency

Odia
Native or Bilingual Proficiency

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INTERESTS WORK EXPERIENCE
Listening to Music & IT Field Tech
Playing cricket Milestone Technologies Inc (contracted for Uber IT team)
12/2016 – 10/2018 Hyderabad , India
Responsibilities/Achievements:
Being the IT Fieldtech, primary role was to provide all round IT support to Uber employees via walk-
ins, chats & tickets.
Walk-in support to local users includes: ● Onboarding - deployment & Imaging corp devices i.e.
Windows, Mac & Linux. ● Setting up workstations, providing service, maintenance to all the
computers and peripherals as needed. ● Triaging, solving and escalating all incoming tickets as
needed.
Mobility, Procurement, Asset management & AV - Configuration and support for internal meeting
rooms with Zoom app. Supporting internal AV events including all hands. Printers - Network Printer
maintenance, configuration of network/local printers on End Users’ computers.
Working on VIP tickets, dealing with outages. If and when needed, coordination with other
TechServices team e.g. CorpNet, Endpoint etc. Basic Network troubleshooting which includes
connectivity issues, digital authentication, remote access, secure Wi-Fi and wired connectivity to the
internal network.
Enrolling/unenrolling internal client devices. Working on User roles, managing corp computers &
LDAP groups through Active Directory (Active Roles Console). Google Apps for Business, including
Mail, Calendar, Drive, Docs, and Groups.
Contact: Mriganka Datta – mdatta@milestone.tech

Sr System Engineer
CSS Corp Pvt Ltd (contracted for Google Helpdesk team)
06/2013 – 12/2016 Hyderabad, India
Achievements/Tasks
Primary job was to provide administrative tech support to internal Google Employees on Windows,
Mac OS, Linux and Chrome OS etc platforms via tickets, calls, chats and remote support ie MS
Remote Desktop, Mac VNC Viewer, CRD etc keeping the SLA in mind. Was also responsible to
triage/escalate unplanned outages, identifying bugs & reporting to the engineering team.
On technical front, the job involved AD administrative tasks on Windows server 2008 platform,
imaging Windows and Mac devices using PXE boot installation, adding Windows client machines to
domain and administering LDAP accounts and making sure they are synced with AD for Windows
users and maintaining Virus free system in Windows machine through SCCM client and Bit9 Agent.
Got experience in configuring and troubleshooting internal VPN client, Network Printer, internal
secured wireless network via corp certificate, Email clients such as Apple mail, Outlook etc. Familiar
in setting up virtual machines using VMware Fusion on Mac and VMware Workstation. Was also
responsible to provide administrative support to various gSuite Apps: Gmail, Google groups, Drive,
G+ etc.
Post promotion to Sr System Engineer role, appointed as SME for the team and was directly
responsible to lead & groom the team of 15 members by providing them necessary product training
& feedback. Was responsible to create & update FAQs for new hire and refresher training.
Contact: Aditya Raj – adityaraj@google.com

Technical Support Executive

Sutherland Global Services
11/2009 – 06/2013 Vizag & Chennai, India
Achievements/Tasks
Providing technical assistance to Sutherland’s Premier client Symantec & Norton Antivirus Products
to their customers all over the Globe through Online support session (Chat, Email and Phone
support)
Job was to handling technical issues related to virus removal, computer slowness, external device
configuration, installation & uninstallation of Norton Products and solving other technical Problems
of Norton Products over Remote Assistance.
In SME role, additional responsibility was given to mentor & train a team of 20 members.
Contact: Abdul Salam – abdulsalam.a@sutherlandglobal.com

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PERSONAL PROJECTS
Security Policy Implementation (12/2019 – 02/2020)
Identified and set up Onelogin security Policy with the collaboration of EngSec team for Uber contractors and
BPO employees to restrict their access in order to protect Uber data outside of the allowed IPs.

VPN Setup for Uber Contractors (10/2019 – 12/2019)

Identified the security flaws and existing broken setup in VPN systems for Uber contractors. Worked with
EngSec & CorpSys to setup VPN access AD groups for the global contractors in much secured way.

Uber Vizag Office launch (08/2018 – 08/2018)

Setup FDOB for newly launched Uber Vizag office and was instrumental in getting the new site up & running in
less than a week time. Lead the IT project and worked extensively with the Workplace and external vendors to
ensure the successful launch.

APAC Headphone Project (01/2019 – 03/2019)

Under my leadership, helped Uber IT setup Global Hardware Standard for COE offices across the globe for ~20k
FTEs & EXTs which resulted in great customer and tech experience. Was also instrumental in “APAC Headphone”
project to find, test and finalize the perfect vendor which was greatly appreciated by our customers and IT
leadership team.

ACHIEVEMENTS
Achievements at Uber (10/2018 – 12/2019)
After excelling in IT Fieldtech (contractor role) for 2 years, I was hired as an Uber Full Time Employee for SD Tier II
Engineer role in IT Eng team. I was also nominated for the prestigious Uber IT Eng 2019 Q4 Award in excellent IT
Support category.

Achievements at Google (06/2013 – 12/2016)

Was promoted to Sr System Engineer for excellent performance within 2 years of my tenure and granted additional
responsibility to groom & provide necessary product trainings to the team. Was awarded as Star Performer of the year
in 2015.

Achievements at Sutherland (01/2010 – 06/2013)

Was promoted as “Acting SME” and sent on probationary period to Mumbai branch to groom & train a team of 20
members. Have also been awarded “Sutherland Platinum Award” in 2011 for delivering outstanding customer service.

CERTIFICATES
Red Hat Linux Certified Engineer (RHCE) (Certificate Number: 130-185-184)
(10/2013 – 10/2013)

ITIL certification (Registration Number: 5317813.20382376) (03/2015 – 03/2015)

VMware Certified Associate Data Center Virtualization (12/2013 – 12/2013)

EDUCATION
MCA
SMU Distance Education
03/2011 – 05/2013 Vizag, India

B.Sc. (IT)
Bundelkhand University
05/2005 – 05/2008 Jhansi, India

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