PROFESSIONAL SUMMARY:

• Demonstrated outstanding customer service with a natural affinity with troubleshooting and resolving client desktop/Laptop/mobile devices issues quickly.
• 14 years of experience in implementing, supporting and maintaining enterprise information systems, web applications, network devices and Windows, Mac and Linux servers.
• Deployed PCs, Printers, Operating Systems, and Applications to end users installed and configured to the exacting specifications required for security and compliance.
• Good programming skills in various web technologies.
• Was ed PRIDE (Performance Resulting In Distinguished Excellence) for the innovative design of faculty contracts application for the School of Business.

PROFESSIONAL EXPERIENCE:

Confidential

Support Engineer

Responsibilities:

• Taking ownership of task and executing solutions at faster pace to meet deadlines.
• Taking responsibility in communicating with users, vendors, stakeholders and troubleshooting from the time of issue to getting to the point of resolved in a timely manner.
• Communicate with stakeholders on updates about issues and resolutions.
• Coordinate with resolver group to find appropriate solution to fix problems related to networking, security and backups.
• Focus of finding quicker resolution with highest degree of customer satisfaction so get users back to work.
• Understanding the infrastructure and requirements of over 250 clients is one of the important challenges that was handled effectively.

Environment : Azure cloud,Microsoft Windows Server ( ), Windows 7,8 and 10 with SOE, Microsoft SCCM, Office applications 5 management, Sharepoint, OneDrive, Skype for Business, Azure AD connect, DNS, DHCP,Macintosh computers, VMWare ESXi, Microsoft RDS, Hyper - V, SAN Storage Infrastructure, Veeam Backup, Active Directory, Citrix, VPN, Group Policy management, Print Management, Windows File and Print Services, FollowMe print, IIS, Palo Alto Firewall, router and networking technologies, MS SQL Server, VOIP (IPFX, PBX, Skype)

Confidential

Technical Support Engineer

Responsibilities:

• Gather requirements, analyse and provide appropriate solutions.
• Taking ownership of task and executing solutions at faster pace to meet deadlines.
• Communicate with stakeholders on updates about issues and resolutions.
• Coordinate with overseas team to find appropriate solution to fix problems related to networking, security and access restrictions to computers and medical equipments.
• Focus of customer satisfaction and provide quick resolutions for staff, administrators, nurses and doctors so day to day work is unaffected, especially in live environments where patients and visitors are waiting for the service.

Environment : Microsoft’s SCCM, Windows 7,8 SOE, VMWare, Microsoft RDS, Hyper-V, Active Directory, Windows Server 2008,2012, DNS, DHCP, Citrix, Group Policy, IIS, Windows File and Print Services, Sharepoint 2010, Office365, OneDrive, Firewall, router and networking technologies, MS SQL 2008/2012 Server, VPN, Mobile device support, Mobile Broadband

Confidential

Senior System Analyst

Responsibilities:

• Configure, install and manage network devices and servers.
• Troubleshoot systems, hardware, applications.
• Install, upgrade, support and troubleshoot
• Windows OS, authorised desktop applications, hardware, and peripheral equipment.
• Install, configure and maintain SAN storage.
• Upgrade servers as and when required.
• Maintain high standard of server security with regular patches and upgrades.
• Maintain Oracle DBMS server with regular patches and upgrades.
• Use Nagios and JVM for regular network, server and application monitoring to avoid downtime.
• Attend classroom calls to fix AV equipment and desktop issues.
• Develop web applications to integrate information systems.
• Design, develop, support and maintain web applications.
• Consume REST API to integrate various enterprise level applications.
• Design and support iOS application for students, faculty and staff. Report generation.

Environment : VMWare, Microsoft RDS, Hyper-V, SAN Storage Infrastructure, Tivoli backup and recovery, Linux, Active Directory, Windows Server 2008,2012, Citrix, Group Policy, IIS, Windows File and Print Services, Office 365, Sharepoint 2010, Microsoft’s SCCM, Firewall, router and networking technologies, VPN, Remote Desktop, Citrix, MS SQL 2008/2012 Server and Oracle administration, Amazon AWS Cloud services, Java, PHP, Swift 3,4 (iOS mobile App), JSON, Ajax, SQL, Mobile device support

Confidential

Application/System Analyst

Responsibilities:

• Designing, implementing and customising the Learning Management System (LMS), Sakai ( an open-source LMS) and Canvas (Amazon cloud based LMS) and providing support for students, faculty and staff.
• Involved in LTI tools integration with Canvas and Sakai LMS. Administer, support and maintain the LMSs and handle tickets raised about LMSs and its associated tool integrations.
• Monitor network, server/application traffic using Nagios and JVM to track server and application performance.

Environment : Java, PHP, RESTful Web Services, Ajax, Eclipse, Maven , SVN, Oracle11g, MySQL, SQL , Apache Web server and Tomcat App Server

Confidential

Programmer / Computer Support Assistant

Responsibilities:

• Design, install, configure and manage Windows, Mac and Linux servers.
• Configure servers and provide restrictive access as per the group policy.
• Install, configure and maintain Spiceworks for ticketing and network monitoring service.
• Support the School of Psychology users with their desktop/Laptop, applications and networking issues.
• Escalate the ticket with central IT team to fix issues and following up to take the tickets to closure.
• Work with central IT Services to implement VMware and in-house applications to pull data from enterprise level Information Systems.
• Present the project schedule and updates its status to managers, stakeholders, clients and decision makers.
• Involved in all phases of application design and used ArgoUML tool for both high level and low level design.
• Document use cases, design diagrams and design database. Present ideas to decision makers and stakeholders.
• Design and document procedures about securely handling user data and maintain privacy of data and financial information.
• Design database views and PL SQL to generate reports.

Environment : Windows OS, Mac OS and Linux distributions, Mobile devices (Apple, Android), Poster printing, VMWare, Office applications ( ), Active Directory, DNS, DHCP, Spiceworks, Java, Struts, Ajax, SVN, MySQL, Oracle9i,SQL, ArgoUML

Confidential

Project Associate

Responsibilities:

• Install, configure and maintain desktops and connect to Windows network as per the group policy.
• Support students, faculty and staff with desktop and software issues.
• Configure network devices to support networking of different devices.
• Led the team of instructional designers across seven institutions in framing standards for instructional design.
• Design and implemented the first phase of massive openCourseware web application within 8 months of my appointment.
• Identify the best video compression for web application and distribution.
• Designed and implemented solution for secure delivery of courseware applications.

Environment : Server(Windows, Mac and Linux) installing and configuration, Office applications, DHCP, Active Directory, FinalCut Pro Video editing, JDK1.5, Servlet, Applets, JSP, Ajax, JavaScript, JUnit, CSS, Tomcat, Oracle, MySQL, CVS, SQL, ArgoUML

Confidential

Analyst

Responsibilities:

• Role involved design and development B2C applications for Korean clients.
• Played a major role in gathering requirements and presenting the outcome to the clients.
• Projects involved design and development of e-commerce application.
• Constant communication with clients, managers and stakeholder to show the fulfilment and progress of project.
• Design web application using IBM’s Rational Rose.
• Architect the reverse engineering concept using Rational Rose to design Object/Class templates.
• Designed and implemented test scripts using E-tester tool.
• Make presentation for managers and other teams about the status and discuss the immediate and foreseen issues.
• Attended security to handle user data. Design database tables and relationship.

Environment : Java, J2EE, EJB, Oracle, JSP, JNDI, Web Logic6.1, JDBC, Java Script, Forte for Java IDE, HTML,GUI Applications, Rational Rose and UML,