PROFILE SUMMARY:

• As an accomplished IT professional adept at quickly adapting to new technical environments, I am capable of successfully implementing strategic IT initiatives that helps improve business functionality.
• As a skilled and self - motivated technician, I have a proven ability to work individually or in a team environment, where I have the necessary communication and collaboration skills needed to work with diverse groups effectively and efficiently
• Around 13 years of experience in System Administration with technical expertise in Wintel Administration, Active Directory, operations & support functions in the IT Sector.
• Comprehensive understanding of Active Directory Wintel Administration and Automated Deployments.
• Adept in analyzing information system needs, evaluating end-user requirements, custom designing solutions, troubleshooting for complex information systems management.
• An effective communicator with exceptional relationship management skills with the ability to relate to people at any level of business and management.
• Build and release deployment, Service Delivery, Project Management
• Good knowledge of Windows Server 2003/2008 System Administration.
• Good Domain Knowledge of Incident Management, ITIL framework.
• Driving the efficiency and effectiveness of the incident management process
• Monitoring the effectiveness of incident management and making recommendations for improvement
• Developing and maintaining the incident management system
• Driving, developing, managing and maintaining the major incident process and associated procedures
• Reviewing and auditing the process
• Ensuring that all IT teams follow the incident management process for every incident
• Experienced in managing large global teams including on-shore, near-shore and off-shore personnel across multiple countries

STRENGTHS AND SKILLS:

• Ability to quickly develop a good working relationship with various cross functional teams.
• Good at communicating issues and resolutions to a wider audience
• A team player with the ability to build a good rapport with colleagues. Always approachable, with a willingness to share and learn.
• Additional expertise in project management activities like estimation, scheduling, tracking with key focus on delivering within time and budget by ensuring optimal utilization of resources.

TECHNICAL HIGHLIGHTS:

• Windows 2008
• Windows 2003
• Windows 7
• Windows Vista
• Tivoli Backup
• EPO Compliance
• Terminal Services
• Active Directory
• Hardware/Software Analyzing
• Desk Top Administration
• Confidential Office 2007/2010
• Laptop Administration
• Server Administration
• Windows Deployment Services
• User Account Administration
• Account Management
• HP’s iLO
• Hardware Upgrades
• Process Implementation
• Data Migration
• Break Fix
• Rack Architecture
• Project Management
• Ticketing/SLA
• ITIL V3.0
• Asset Management
• Hyper V
• Incident management

PROFESSIONAL EXPERIENCE:

Confidential

Lead IT Consultant

Responsibilities:

• Front line technical service reliability operators accountable for handling critical customer issues coming in via support phone line and HUB.
• Responsible for first touch incident resolution (via TSG or SOP) or escalation to the appropriate resource within SLA.
• Responsible for monitoring the live service via HUB alerts, Heads Up Displays, Manual service checks or customer escalations.
• Accountable for High Priority Bridge Moderation (Spin up bridge, start whiteboard, document sequence of events).
• Document and refine Phone Script, TSGs and SOPs.
• Service Request Management (User Provisioning, Client Invites, Environment requests, Deployments, etc.)
• Responsible for refining Service Center tools and process Requirements
• Work on - shift as part a 24x7x365 operations center to provide phone/email support; flexible day or night
• Identify the priority and criticality of incoming alerts and prioritize appropriately
• Handle high-pressure situations with a calm and professional manner
• Understand and edit scripting conventions to resolve issues
• Escalate significant issues to service, network, or other operations engineers at all hours of the day/night
• Track issues through ticketing systems and follow through until resolution
• Write clear, and concise operational run books like TSGs
• Utilize monitoring tools to proactively identify issues and trends
• Aggressively troubleshoot and multitask to maintain service availability and performance

Confidential

IT Consultant /System Engineer

Responsibilities:

• Deliver services software to large-scale server farms running on Windows Server systems to plan.
• Administer complex Windows-based systems in a multi-tiered architecture, generally from the operating system, monitoring or Hardware level and up.
• Perform Database related activities such as Database Backup, DBCC, Troubleshooting Issues as and when occurs, Performance Tuning, monitoring error logs, jobs etc.
• Setting up database mirroring and troubleshooting the related issues.
• Performing various database maintenance activities like clearing database logs, shrinking database, backup database etc.
• Drive innovation in service delivery automation and live site management solutions, providing leadership to systems engineers on the team
• Contribute to reviews and in corporate feedback that results in an overall better solution
• Develop close working relationships with various cross functional teams.
• Proactively review functional and design specifications of new service features with an eye for ease of deployment scalability, monitoring completeness, service impact potential, and other key operational factors
• Provide thought leadership to analyze, improve, and optimize day to day operations in a very large automated infrastructure
• Be able to communicate issues and resolutions to a wider audience
• Ensure that issues are dealt in a timely manner
• Ensuring the highest levels of service availability (Site-Up) by being the technical subject matter expert during the most complex incidents/outages related to online services.
• Driving service related activities through standard processes (i.e. change management, incident management).
• Providing feedback on various tools and process.
• Working with service owners, product groups, development teams, engineering, vendors, and others to improve key operational metrics (Quality, Customer Sat, etc.).
• Documenting troubleshooting guides and recovery procedures for service impacting that can be used by the service owners and support teams.
• Participate in the Scope and Project Kick off reviews to ensure all questions can be answered
• Smoke Test (Create/Add Scope) for Support Servers
• Support Server Build Outs through Automated Deployment Services.
• Build custom servers using deployment services for various internal property usage
• Cut Tickets and Coordinate with Different Data Centers and technicians to resolve complex hardware issues
• Install and deploy applications, code and other packages per requirement (MSI, ADS based)
• Pre-functional validation (troubleshooting, initiate fix with appropriate team, etc.)
• Functional and Quality checks before release
• Peer Review Checklist
• Update document of Step by Step procedures to enable effective communications
• Troubleshoot and resolve complex Hardware issues
• Incident management based on ITIL Framework.

Confidential

System Analyst and Team Lead

Responsibilities:

• Performing daily health checks on all the servers, which include File Clusters, EPO Servers, Application Servers
• Account Management and Folder permission
• IBM Tivoli backup management. Running manual backups where scheduled backup has failed, excluding failed objects. Tivoli configuration on new servers.
• Worked on HP server hardware troubleshooting
• EPO Compliance and connectivity check.
• Providing Active Directory Support
• Configure, troubleshoot and monitor core services such as Active directory, TCP/IP, DNS, WINS, DHCP and Group policy.
• OS management and User Administration
• Installed, configured and maintained Windows 2000, 2003 and 2008 Operating Systems
• Configured Domain Naming Server (DNS) and created forward/reverse lookup zones with associated pointer records.
• Working with Network Team involving in change process with project planning to the new hardware in terms of Servers, Network and Storage provisioning and performance.
• Responsible for 24×7 production / development server farm monitoring of 280 servers utilizing Confidential System Center Operations Manager (SCOM).

Confidential

System Engineer

Responsibilities:

• Maintenance of all the servers installed in the site, which includes File Clusters, Backup servers, Anti - Virus servers, Application servers.
• Creating the users, adding users to different groups, providing access to the users on Respective drives created on file cluster servers like their home drives and departmental Shared drives.
• Maintaining the different call center application servers installed in the site for performance tuning and as per the company IT security standards.
• Installation & administration of Windows 2003 Domain Controllers, Active Directory Design and Architecture, File/Print/Database Servers.
• Windows 2K/2003, Installation and configuration and designing of Active Directory.
• Design New Active Directory deployment/infrastructure for multiple sites for Clients.
• Maintain Active Directory Environment for Clients.
• Troubleshoot Active Directory (replication/DNS/account issue/GPO).
• Troubleshoot Client Logon failures related to Kerberos, DNS & Replication issues.
• Perform regular monitoring of network systems for performance, integrity, security, and availability.
• Configure, troubleshoot and monitor core services such as Active Directory, TCP/IP, DNSWINS, DHCP and group policy.
• Group policy and user account management utilizing a multiple forest and tree directory structure in Active Directory
• Creating and managing User accounts and Permissions on Windows 2003
• Provided technical support, consultation and guidance for Software Engineers
• Experience working in a high-availability clustered environment.
• Installing and Configuring File and Print Servers. Implementing and Managing Terminal Server.
• Migrating Processes from Business area to HDPI which includes application migrations
• Coordinating with different department heads and takes feedback about team.
• Formulating policies and ensuring that everyone in the team is following the same.
• Assigning and delegating tasks to the team.
• Involved in formulating policies like Internet usage, Blackberry usage, System AdministrationLaptop usage etc.
• Coordinating with team to take feedback and suggestions in formulating policies.
• Monitoring of tickets and taking the actions necessary to meet SLA
• Managing Incidents including
• Major Incident with a priority of “Critical” or “High”, client facing
• Priority 1 (Critical) and Priority 2 (High)
• Client satisfaction for Incidents
• Managing user escalations for Incidents and user service requests
• Initiation of Problem Process for problems identified by Incident Management
• Ensuring that all the team members are working as per the defined policies and giving feedback to the team members on the jobs done by them.

Confidential

Systems Engineer

Responsibilities:

• Maintaining and configuring Windows 2003 server.
• Monitoring around 2000 domain users in 3 different sites.
• Monitoring network connectivity.
• Configuring Group policy.
• Giving onsite support in client sites in UK.
• Configuring ACE Server.
• Maintaining RSA tokens. Maintaining network connectivity between all overseas sites using network monitoring software. Maintaining Windows 2003 server, configuring group policy and maintaining 200 domain users.

• Good Logical reasoning, technical skills with oral and written communications.
• Dedication & affection towards research, analysis, design and development related work.
• Ability to work effectively and harmoniously in cross-cultural team.
• Creative thinking with a futuristic vision.