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Lead It Consultant Resume

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.

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