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It Assistant Resume


Having over 10 years of progressive experience in various IT Sectors, which includes Implementing, Managing & Supporting mixed computing technologies like Microsoft Windows family, Citrix, VMware, XenDesktop, eG, AppSense, SysLoad, TSM, McAfee & OVCM.


Server & Client Operating Systems: Windows XP/Vista/7/8,2k, 2k3 & 2k8

Application Server: Presentation Server 3/4/4.5, XenApp 5/6/6.5, XenDesktop 3.0, 4.0 & 5.0

Virtual Server: ESX 3.5, Vsphere 4.0/4.1/5.0/5.1 , VC 2.5/4.0/5.0

Web servers: Microsoft & Apache

Mail Services: Microsoft Exchange 2003 / 5.5

Anti - Virus Management: Symantec & McAfee

Monitoring Tools: BMC Patrol, Sysload, Liquid Ware labs & eG

Backup: TSM, VEAM & CBMR

Directory Services: Active Directory, Webadmin & AD Man

Remote Management Tools: ILO, RILO, Terminal services, Dameware, PC Anywhere & Ultra VNC

Management & Ticketing Tools: Confidential OVSD\OVSC\Remedy\Virtual Tech\ Resolve IT\CMP, ITSM Toolset



IT Assistant


  • Team member of APAC IT Infrastructure Team.
  • Providing L3 support to 3500+ Windows based servers which are hosted in physical & Virtual platforms across 3 countries.
  • Managing & implementing application infrastructure platforms (Win2k3, Win2k8, XenApp 4.5-6.0/6.5, ESX 3.5 /4.0/5.0, xenddesktop 5.0, Sysload, TSM, VEAM & McAfee),
  • Working on priority remediation tasks for sorting out all compliance issue for internal audit (TSM, EPO McAfee & Image upgrade).
  • Following ITSM Process for resolving the (Service requests, Incident, Change & Problem Management).
  • Co-ordinating with various vendors for IT support for projects & POC's.


Infrastructure Analyst (Assistant Manager)


  • Built over 300+ Citrix servers for supporting 4000+ users, for accessing the various published resources like desktops/applications over internal/external network.
  • Installed, configured and supported Citrix infrastructure component servers (DataStore, DataCollector, XML Broker, License, Web-Interface, Horizontal & Vertical Servers).
  • Managed and analyzed Citrix load, resource with load evaluators and performance monitor.
  • Managed License Management, Printer Management, Application packaging and Delivery.
  • Deploying convergence & vertical application by using Application manager in the Server farm.
  • Design and Implemented AppSense Infrastructure, Creating AppSense Configurations and deployment.
  • Using eG deployment as a monitoring tools for Xenapp servers and performing daily & weekly checks.
  • Managed Users, ICA Sessions, Citrix MetaFrame Farm with multiple zones, multiple MetaFrame servers and troubleshot them successfully.
  • Monitoring servers using BMC patrol & Eg, performing morning health check and working on issues.
  • Handling all 3rd escalations and providing & troubleshooting guides to L1 & L2 support.
  • Creating the PCM’s as per Citi standard and providing to counties and giving demo’s to businesses.
  • Have built over 120+ Servers and 780 Proxy Workstations for supporting 4000+ application and patches which covers 107 major locations and 700 branches all over APAC region.
  • Installed OVCM components as per the roles like Configuration Tier1 & Tier 2 servers, proxy servers and proxy workstation.
  • Created a separate timers for DB synchronization and automated client timers for according to the countries request.
  • For application and patch deployment, created a new OU’s and segregated according to country wise.
  • Created app & patch groups in the Regional container and applied the policies and advertised to countries, which ever require it gets added after proper approvals.
  • Responsible for ensuring that the application infrastructure has the necessary continuity/failover components and counterparts
  • Tested and packaged more than 4,500 applications for the DSI platform, across all business units.
  • Implemented 300 TB of NAS storage, for migrating the user profiles from file servers to NAS.
  • Created the PCM’s and have conducted and provided a demo's to all APAC country managers and responsible SA's, to ensure all having full awareness of this tool.


Technical Consultant


  • As a team member providing Level 2 server support for over 3000+ Windows 2K & 2K3 servers.
  • Monitoring, Managing & Supporting all Hardware and Software issues in the infrastructure.
  • Monitoring, Managing & Supporting SQL & SAP Cluster servers.
  • Creating & Managing Active Directory Users & Groups.
  • Working on the Reboot requests, threshold cases & performance optimization alerts.
  • Monitoring all windows servers using the BMC patrol & OVSA agents and working on the trapped alerts.
  • Working on Incident & Service tickets and providing the support as per the Confidential SLA.
  • Creating & Troubleshooting Network Printers among customer instructions.
  • Ensuring that all servers are free from virus infection, as well as performing Server Quality Control to ensure servers conform to Company Standard and Policies.
  • Perform detailed root cause analysis for problems in addition to providing quick fixes to address immediate symptoms and following the Trend Analysis.
  • Manage multi-sites uptime and downtime coordination with internal customers, server owners, external support vendors, business partners and system owners.
  • Coordinate with country site-IT for any server activities that requires downtime such as system failure, system recovery, upgrades, repairs, patch installation and others.
  • Maintains and ensures that the Service Level Agreements (SLAs) and Objectives (SLOs) are met.
  • Provide timely feedback and keep customers updated on their issues.
  • Creating the printers and handling if any print issues.
  • Scheduling Daily & Incremental backups on Tape Drives.
  • Scheduling & Installing the MS patches & Hotfixes on monthly basis.
  • Coordinate escalation to Level 3 support staff for issues that cannot be resolved at level 2.
  • Remote administration using RDP, PC Anywhere, Dame Ware, VNC, RILO and ILO.


Project Assignee/Customer Support Engineer


  • As a Customer Support Engineer, responsibility includes Implementing, Maintaining & Administering IBM, Confidential & Dell Servers with Network O.S such as Microsoft Windows 2000/2003 & Linux.
  • Supporting IBM & Confidential Client based systems with O.S 2000Prof/XP.
  • Implementing, Managing & Administering Active Directory Services.
  • Administration of MS Exchange Server 2k/2k3 by creating new users, mailboxes, increasing the mailbox size, monitoring the services through MMC and migrating the users from exchange 2k to 2k3.
  • Installing & supporting of all normally used Application Software’s.
  • Implementing, Monitoring Hardware & Software RAID Levels on mission critical Server such as Domain Controllers and File Servers.
  • Handling day-to-day activities and maintaining workstations with OS and application up to functionality.
  • Installing & Managing McAfee Antivirus Corporate Version 8.0, Trend Micro Antivirus Corporate Version 7.0 & Symantec antivirus corporate edition in windows servers, updating antivirus patch files periodically.
  • Installing, Maintaining & Trouble shooting Print Servers, Scanners, DeskJet, Laser & Dot matrix Printers.
  • Scheduling Daily & Incremental backups on Tape Drives.
  • Configuration and Backup of Outlook2003 and Outlook Express.
  • Managing Backups/Restoration using Windows Backup and tracking System upgrades.
  • Responsible for Maintaining & Troubleshooting network connectivity problems over LAN/WAN.
  • Analyzing and resolving hardware and software issues with minimal downtime.
  • Configuring and managing Networking devices like Routers, Hubs and Switches.


System Administrator


  • As a System Administrator, responsibility includes Administration of Windows 2000 servers and client system including 98/2k Prof/XP.
  • Handling day-to-day activities and maintaining workstations with OS and application up to functionality.
  • Managing Domain Users.
  • Responsible for maintaining the LAN.
  • Resolving network connectivity issues
  • Maintaining and Managing Backup/Restore using Windows Backup and tracking System upgrades.
  • Maintaining Print Servers, Scanners, DeskJet, Laser, Dot matrix Printers.
  • Troubleshoot various network problems like connectivity Break Problem, Virus Cleaning Problem.
  • Worked on 1700 series routers and catalyst 1900 series switches.

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