SUMMARY:

• Experienced in desktop system support, data center operations, SCCM deploying updates and patches, NOC network operations analyst and system admin with 5 years of experience with Confidential and MasterCard key enterprise customers and also other companies, performing various IT analysis in finance, education, banking & health care domains on various operating systems and environments, have firsthand experience supporting servers, desktop computers in a windows, virtual /remote environment looking to leverage my knowledge, and interpersonal skills to serve, help achieving goals and gain maximum output

TECHNICAL SKILLS:

Operating System/Languages: Windows server 2008 & 2012, Windows 7, 8.1, 10, VSphere VMware

Browser & Network Protocol: Internet Explorer, Firefox, Safari, Chrome

Monitoring Tools: BMC Patrol, Confidential Cognos tm and Chef

VMware/Hypervisor: ESXi 5.1, 5.5, vSphere client, vm deploy, configure, vCenter installation and configuration

Identity Access Management: Active Directory, RSA Strong Authentication, Secure FTP account

Tools: BMC Remedy, Service Now, Request Now, GSM, Numara footprints, Oracle Siebel, AutoCad, SurvCad

Troubleshoot tool: Resolve, Omnibus, Net cool, troubleshooting using host IP address, event - management, Confidential Tivoli

Microsoft Tools: MS Office 365, 2007, 2010, 2013, 2016, MS Visio, MS SharePoint, Oracle 11, 12 G installation, Office Communicator, LYNC, skype for business 2015 and 2016, MS projects In- depth knowledge of Windows 7, 8, 10 and excellent troubleshooting skills

ERP / CRM: Confidential Cognos tm 1, sales force, Siebel oracle, Glovia g2

Other: Working knowledge of Active Directory, storage Area Networks (SAN), extensive knowledge on HP, Confidential and DELL workstations and basic server, TCP/IP, DNS, DHCP, VLANs, Outlook 2007, 2010, 2013, 2016, Apple OS experience, SCCM system center 2012, SMS, Norton ghost OS dispatcher, CITRIX, MS communicator, MS Lync, RDA SecurID, Symantec backup, active directory and basic exchange 2013, client PC connectivity

PROFESSIONAL EXPERIENCE:

Confidential

IT support and operations admin

Responsibilities:

• Provide user support and resolve problems related to the desktop, server and all related software running on the desktop and server, SCCM 2012 software, OS deploy, software metering and patch deploying
• Troubleshoot desktop and server hardware, operating system and software application problems install fixes on computers as needed, building and designing OS deploy, task sequences, roll out patch, monitor deployments etc
• Advanced Troubleshooting skills in a multi-user high pressure environment
• Collaborative with other departments, remote in to remote user / field personnel’s PC and install, remove maintain or troubleshot issues, support remote user using Microsoft system center 2012, remote software and also RDP
• Monitor vm alerts, deploy vms, change host and or data stores, networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications
• Documentation to describe system development, deployment, life cycle, Proven skills in PC repair, troubleshooting, deployment, and liquidation
• Installing various networks equipment’s, hardware’s, OS to server, desktop, extensive knowledge on both HP, Dell and Confidential workstations, active directory knowledge of both servers and desktops
• Use ticketing system to update, resolve, update user problems, request and update accordingly and measure performance

Network system operations

Responsibilities:

• Provide IT operations for MasterCard transactions and its worldwide clients, monitor and respond quickly and effectively, supporting network connectivity using strong analytical and problem-solving skills
• Execution of sockets and commands, trouble shoot problems, maintain established service level agreements to meet customer expectations and quality standards, experience administering windows server
• Analyze system issues to evaluate root cause and design/develop solutions to mediate issue
• Work around the clock with Big enterprise customers like Confidential, Confidential, Confidential, Confidential, Confidential, Confidential, Confidential, Confidential, Confidential and worldwide other customers
• Oversee and administer every transactions taking place, utilize and maintain the help desk tracking software, assists with task automation and process improvements, as directed
• Provide action plans for issues of low complexity that are aligned with the team’s goals and objectives and provide quality assurance and best practices
• Take immediate action of alerts, low, medium or high and solve them, contact customers, engineers, vendors and other third parties and communicate / work with them in order to solve it as soon as possible
• Responsible for recognizing, resolving and documenting problems with information systems products and services, provide technical support to diagnose, analyze, research and resolve complex computer problems while minimizing the impact of service interruptions
• Prepare reports, escalate level 2,3 problems, issue, communicate / transfer the tickets ownership to the next group and update them on the plans to solve problems

System operations admin

Responsibilities:

• Analyze system issues to evaluate root cause and design/develop solutions to mediate issue
• Responsible for utilizing skills to provide assistance to the operations team in resolving technical problems for Confidential internal and external customer / employee
• Monitors and maintains Windows Server operating system and additional server components including but not limited to exchange, active directory, share point, SQL server, and lync server
• Maintain the security of the servers and assures that the risk of exposure to intrusions is minimized, ensure that relevant security patches and updates are applied promptly
• Inform tier 2/3, escalate and maintain ticketing system as per need, install custom software, order PC, peripherals, install, receive items, monitor servers, install NIC card, hardware to PC, servers when needed
• Support tons of Confidential in house built monitoring system and applications used to support customer operations, monitoring of server system stats and application log
• Both server and desktop virtualization, servers included IBM, DELL, HP work with storage system like EMC and Hitachi
• Assist in backup and recovery when required, work as a second level of support for the operations of the Confidential data center and overall IT operations
• Monitors and reviews system logs and detecting and troubleshooting problems, writing basic technical operating system documentation and controlling system access and security aspects of critical systems

Data Center operations

Responsibilities:

• Responsible to install servers, network switches, server rack and storage devices and connect them to network per design diagram.
• Terminate and troubleshoot fiber and copper (CAT 5 & 6) cables using Fluke device.
• Install network and fiber cables per PANDUIT standard, install, change tape in regular basis in the tape library and deploy infrastructures as per need
• Troubleshot network connectivity problems, router, modems and switches
• Decommission and un-rack servers, storage devices and network switch and routes.
• Following Confidential and its customer guidelines, labeled every devices and cables in the data center for multiple customers.
• Conducting, testing load balancing and failover testes, build server, install OS, install NIC cards, help system admins assign IP address, run basic Linux command prompt
• Assist admins roll out, roll in technology / update, patch or add new firmware, assist in virtualization and operate ESXi, VMware V center deploy, virtualized data center confirmation.
• Co-ordinate with server hard ware vendor to replace bad hard disk and network devices under approved change control process.
• Troubleshoot network and SAN connectivity issue and challenges with server and storage administrators.

Junior system admin

Responsibilities:

• Researches and makes recommendations regarding the acquisition of new Windows based servers
• Improves system performance by investigating current environment; recommending solutions; integrating standard solutions, also using Confidential cognos and sales force
• Troubleshoot and resolve problems associated with LAN/WAN environments, PCs, and software
• Accommodates client disabilities by recommending devices and techniques, overcome cell phone, IOS, PC settings, tablet settings walkthrough, patch update, reboot assistance etc
• Knowledge of TCP/IP networking and operating environments such as UNIX and Windows, responsible for all desktop operating systems and operating systems upgrades and deployments
• Assists in maintenance and deployment of desktop systems and software, remotely diagnose and resolve requests utilizing remote tools
• Support remote access for virtual private network connectivity as well as wireless/broadband connectivity for laptops

Inbound customer care manager

Responsibilities:

• Meeting monthly sales and ensure quality, meeting target in a regular basis, answering and solving critical customer complaints and give feedback over the phone
• Complete monthly performance evaluations, report creating sing crystal report
• Receive calls, communicate effectively over phone, radio and pager and help answer customer queries.
• Provide timely and appropriate follow ups using SIEBEL ORACLE, provide timely and accurate completion of assigned special projects
• Efficient display of superior management and leadership skills, partnering with the higher authorities, manager to enable excellent turn over
• Continuously work towards achieving goals and targets along with set standards
• Working constantly to improve, earn more retains and working with immediate supervisor to develop more out of the boxes ideas to retain customers and go beyond set targets all the time