ITO Service Delivery Consultant Resume

OBJECTIVE

Seeking a responsible and challenging position in a growth oriented progressive environment where my experience and skills will significantly contribute to the overall success of the Organization and provide opportunities for my career growth..

TECHNICAL SKILLS

Installation, Configuration and Troubleshooting network with XP, 2000, 2003, 2008
Troubleshooting, Installing and upgrading Computer Hardware and peripherals
Knowledge on Active Directory, DNS, DHCP and Patch Management
Hands on experience on Kaseya Automated Tools
Knowledge on VMware Technologies
Knowledge on ITIL V3 Foundation

PROFESSIONAL EXPERIENCE

Confidential

ITO Service Delivery Consultant

Responsibilities:

Managing Production Wintel Servers across multiple datacenters globally
Providing OS support for 2003,2008 and 2012 to more than 3000 Servers that include Both physical ( Confidential /Fujitsu/Dell) and Virtual Server.
Suporting Confidential Proliant and Blade Server
Working on incident and Change task like upgrading Confidential Proliant support pack andSymantec Endpoint Protection, NIC, BIOS, Confidential ILO drivers
Troubleshooting issues related to AD,Windows Clustering,DHCP,DNS,PerformanceServer down, Memory, CPU and diskspace issues.
Installing and troubleshooting tools like OVO,OVPA for monitoring
Worked on tools like RDP/ Confidential ILO for efficient server management
Managing VMware guest servers through VMware vSphere Client and taking snapshots of servers
Handling Service requests like printer installation, DNS entry, DHCP scope creation and extension.Monitoring the server performance by enabling the counters and analyzing the same through perfmon tools.
Managing & Administering Microsoft Windows failover Cluster and controlled reboot of all cluster nodes after patch installation
Involved in scheduling of patches depending on the OS and installion of software’s and executing scripts using Confidential Server Automation Tool
Validating the Server Build before releasing to production environment
Handling end to end co - ordination with Vendors for Hardware replacements
Working on ticketing tools like HPSM9

Confidential

Senior SaaS Operations Engineer

Responsibilities:

Proactively Monitoring and identifying issues with SaaS Infrastructure andMaintaining SaaS Infrastructure availability and performance with maximum uptime
Handle Level1 Escalations, and adhere to escalation matrix
Manage, maintain and support Customer hosted instances.
Use SQL Server/IIS to setup and deploy WR demo/Production instances.
Troubleshoot Web Application, website issues & IIS
Maintenance of Application health and Troubleshooting System logs errors on Windows Server.
Taking backup and import CSV data to SaaS Instance
Deploy new Product releases to Data center
Follow up with escalation Teams for any escalated issues.

Confidential

Senior Engineer

Responsibilities:

Remotely Trouble shooting Windows Servers/ Workstations issues
Troubleshooting Exchange server 2003, 2007, issues
Managing Windows 2003/2008 servers, windows XP Professional & windows 7
Optimizing Server Performance Using Kaseya Automated Tools
Troubleshooting active directory and DNS issues
Managing and remediating the Error & Warning Event Ids on the Servers.
Handling L2 Ticket issues within the SLA
Escalating the issues to customer via E-mail & voice mail
Patch deployments on servers and workstations for Microsoft operating systems and applications as per customer requirements
Troubleshooting antivirus issues with AVG
Troubleshooting backup issues using Acronis, Appassure, Shadowprotect and Symantec Backup tools
Troubleshooting Hardware issues on Dell and Confidential servers.
Worked on tools like DRAC/ Confidential ILO for efficient server management
Gathering New Knowledge Base (Event ID’s) suggestions & Sharing with the Team.
Mentoring junior Engineers in the shift

Confidential

Support Engineer

Responsibilities:

Installation, Configuration and Troubleshooting Workstations and Servers
Troubleshooting Windows XP and 2000 Servers
Coordinating with vendors for Hardware Support. Diagnose hardware and software problem and replace defective components.
Installing and configuring Desktop printers. Troubleshooting issues related to hardware/software and LAN, Patch Management.
Ensuring all the desktops gets updated with latest security patches.
Installing, configuring & troubleshooting MS Outlook 2003
Troubleshooting issues like Disk full, High CPU/Memory usage