SUMMARY:

• 11+ years of rich experience in IT Customer Service and projects including Server Support, Network Support and Application Support using various Server Management Tools and Service Desk applications. Passionate about enterprise - level IT solutions with a limitless willingness to learn.
• Experienced on Installation and maintenance of Windows 2008/2012 server OS.
• Implementation of RAID, Active Directory, DNS, DHCP, FTP.
• Worked on System Center Configuration Manager.
• Deployed Client Operating Systems by using remote deployment tools such as Windows Deployment Service.
• Maintained various domains of Windows Server in all the locations and client rights management through Group policies.
• Supported client Desktop computers, Laptops, Operating Systems.
• Resolved and troubleshoot network problems on the client.
• Supported peripherals such as MFPs, Scanners, PDA Devices and IP based Telephone Systems.
• Expert Networking skills related to LAN, WAN and troubleshooting.
• Installed hardware in IT closets and/or Data Centers.
• Hands on experience in various service desk applications and Ticketing software such as HP Service Desk and HP Service Management tools.
• Experienced in Data Center Virtualization of various VMware virtualization servers.
• Experienced in Design, install, and configure VMware ESX, ESXi, within vSphere 5.5+ environments with VCenter management, Consolidated Backup, DRS, vMotion and VMware Data.
• Well experienced in provisioning virtual machines in a fly from Templates, Clones, creating Snapshots and managing user Roles and Permissions.
• Experience in patch management and upgrading ESX hosts using VMware vSphere Update Manager and VMware Host Update Utility.
• Well versed with various stages of life cycle of service management stages of ITIL.
• Have taken ownership of the ITIL processes, leading and supporting best practice methodologies relating to capacity, change, release, and incident management.
• Closed incidents after verification from users; defining and planning separate procedures for major incidents; ensuring adherence to SLA and priority based management.
• Ensured that the goals of the Incident Management process are achieved; restoring normal service as soon as possible based on customer perspective and within defined SLA; detecting, logging, categorizing and prioritizing incidents; providing initial Incident Support.
• Expert knowledge on Aviation Industry IT and worked on Various Departure control Systems and Airport Management Systems.
• Configured and supported critical applications like DMACS and vMuse.
• Configured and supported various devices in Airport environment like Boarding Pass, Bag tag, flight manifest Printers and also Boarding Gate readers.
• Configured Switches and Routers.
• Effectively managed multiple projects involving installations of infrastructure software and hardware ensuring business objectives are achieved.
• Provided monthly reporting statistics as required.
• Well recognized for the high quality deliverables.
• Excellent communication skills and abilities to interact with various cross functional teams including business teams to ensure the successful delivery of the projects.
• Quick adaptability to new, emerging technologies with abilities to work as an independent and team player as well.

TECHNICAL SKILLS:

Operating Systems: Windows 2003/2008/2012/ Server/Enterprise/XP/Vista, 7, 8, 10 Mac OS, Mobile OS

Software: MS Office Suite 2007, 2010, 2013, Active Directory, MS Exchange, Symantec Backup Exec 2010, Symantec Endpoint Protection, VMware, HP Service Desk, HP Service Manager, Inventory Management Module, Norton s Ghost, Remote Desktop Connection, MS Office, Visual Basic, HTML, XHTML,HP CAE Radia Client, HP Software Manager

Protocols: OSI Model, TCP/IP, DHCP, DNS, FTP, HTTP(S), POP, SMTP, RDP, VPN, Telnet.

Hardware: Dell and HP workstations, laptops, and servers, Apple and Android tablets, cable modems, Xerox, Canon, Brother, Epson, HP, Zebra, Datamax, and Okidata printers, Blackberry, iOS, Linksys and Asus VPN Routers, Avaya and Nortel PBX phone systems, Logitech cameras, DVR surveillance systems and cameras, mobile devices such as Android smartphones, Windows based Smartphone, iPhones and iPads .

PROFESSIONAL EXPERIENCE:

Confidential, Bloomfield, CT

Sr. Windows/VMware Admin

Responsibilities:

• Installation, Configuration & Administration of Windows server 2012, 2008 Windows 10, Windows7.
• Installation, Administration and Troubleshooting of LAN, WAN implementation of Networks.
• Worked on System center configuration Manager.
• Administration and architecture of the SCCM 2012 Hierarchy of Primary and Secondary Site Servers Environment.
• Performed troubleshooting of site server, WSUS and client issues.
• AD User account administration.
• Performed troubleshooting on machine clients when software failed to install.
• Troubleshot and resolved connectivity issues in production/development.
• Ascertained proper functioning of systems and software.
• Upgraded systems with servers and applications on timely basis.
• Deployed and tuned OS and server software to enhance system performance.
• Deployment of new servers and decommissioning of obsolete servers.
• Ensured that the team maintain and control in auditable manner all transactions relating to receipt, storage, issue, return and re-issue of computer and server equipment. Ensured equipment deployed is auditable and appropriate action is taken when equipment is either lost, damaged or cannot be maintained in a cost effective manner.
• Ensured asset reconciliation is maintained at 100% for transactions. Ensured that assets are managed as per established Asset maintenance and control procedures. The Service Desk and IT Service Request systems are updated so as to provide a real time work status and information.
• Maintained and Supported Active Directory Services using Group Policy
• Configuration and Administration of TCP-IP, DNS, DHCP, NFS, FTP.
• Taking backup of user data and restoring data for new laptops and desktops.
• Building images for HP and DELL laptops and Desktops.
• Worked on Logon Failures, Account Lockouts, Group Policies, Network Connectivity, DNS and WINS Name Resolution, Authentication Problems, File and Printer Permissions etc.
• Defined team member roles and expectations. Managed team and their performances for KPI.
• Measured and monitored project progress at various stages / milestones and ensure delivery as per schedule.
• Ensured that all requirements, project plans, and changes to commitment are communicated to all affected team members.
• Technical support for users. Security & Daily Data Backup.
• Configured outlook, Citrix, Internet, Cisco VPN and McAfee.
• Administration and Maintenance of Routers, Switches, Hubs, Leased, Dial Up data Circuits & ISDN Line. Internet Proxy, and FTP Server. Technical concepts quickly & utilize the same in a productive manner.
• Used VMware update manager for patching of the ESX hosts when and where needed as per the upgrade process.
• Virtual Machine management, performance troubleshooting.
• Installed ESXi, Configured and managed the ESXi, lockdown mode, integrate with AD.
• Hands on and comprehensive understanding of Booting ESXi from SAN, vCenter Server deployment options, vCenter server, Database, Hardware requirements.
• ESXi, VMs performance Monitoring and Capacity Planning.
• Access Management of VC. Configuring mail alert for any failure in HA, DRS, CPU or Memory.
• Configuration & Administration of Network printers.

Environment: Windows 2000/20, Windows XP/Win 7,SCCM, VMware ESXi 5.0, 5.5,6.0 servers, VMware vCenter, HP ProLiant Servers, HP Blade Servers.

Confidential

Senior IT Support Engineer

Responsibilities:

• Identified recurring problem areas, articulated trends for root cause analysis and provided information to problem management. Ensured that assigned problems are defined and analysis in line with the Problem Management Process. Ensured that solutions to problems met the architectural standards within the technology area and impact to the business is minimized
• Have been an interface with different technical teams, applications teams and Customer support team and dissipated the solutions required for all incident management and service request for all assigned business areas i.e. Hotel, Airport, Galileo.
• Analyzed reported incidents and provided solutions to the users enabling them to resume their work with minimum disruption as per agreed SLOs. Completed IT service requests (like new installations, reconfigurations & moves) as per agreed SLO. Worked towards resolution of incidents across various technologies & platforms.
• Updated the status of an incident or service request in the tool. Made sure that they hold up to date information before acting on any incident or service request to insure that tool and relevant teams are updated. Ensured escalation and other sectional procedures are maintained, proactively informed management of process or procedural improvements.
• Provided quick fixes / workarounds / solutions to be updated in the Known Error database to Problem Management Team. Identified recurring problem areas and articulated trends for root cause analysis. Liaised with problem management to give a more permanent problem resolution. Proactively identified & highlighted issues, to reduce the possibility of system downtime for users.
• Carried out network infrastructure and solutions and other requested service as per the procedures provided by tech teams including EK group LAN, WAN and VPN Lines.
• Maintained the integrity of the configuration items related to the onsite end users devices in the configurations management database as per EGIT policy for his responsible area.
• With Customer Support & Deployment Services' prime focus in thought and action, improved processes, optimized operations, reduced costs, shared knowledge and displayed team spirit.

Environment: Windows 2000/20, Win 7,8,10HP ProLiant Servers, HP Blade Servers, Dell servers, Panasonic PABX systems, Plantronix systems.

Confidential

IT Support Engineer

Responsibilities:

• Coordinated with technology team for the application and system prerequisites for the migration.
• Updated deployment servers with the required application updates and related compatible drivers.
• Configured high end portable deployment servers to migrate the systems in remote locations.
• Updated the scripts with relevant deployment servers in the environment.
• Used remote tools to initiate the migration.
• Triggered the migration process at scheduled time on operation critical machines.
• Carried out Windows 7 migration in corporate offices and Airport environment.
• Coordinated with various business teams for system migration project and scheduled the windows 7 migration phases.
• Resolved post migration issues and escalated application related issues to the concerned team.
• Used various reporting tools for the migration status.
• Used various inventory tools for the overall project status.

Environment: Windows 2000/2003/2008 , Windows XP/Win 7,HP ProLiant Servers, Portable Server build PCs, High-end Acer tower PCs, HPSD.

Confidential

System Administrator

Responsibilities:

• Provided Daily Desktop Support.
• Configured Microsoft Outlook profiles.
• Installed and supported airline ticketing software such as Sabre and Galileo.
• Configured network printers, scanners.
• Configured PDAs using air watch agent.
• Installed and configured boarding pass and bag tag printers of Intermec and Vidtronix.
• Configured dot matrix printers of OKI and Datasouth.
• Installed hardware required for the setup of training rooms and conferences.
• Resolved the server profile related issues.
• Carried out various peripheral EOL projects
• Administration of DNS and DHCP servers, Creation of user and group accounts in MS Exchange Administration. Installing & deploying application and patches, and validating patches & application

Environment: Windows 2000/2003/2008 , Windows XP/Win 7.

Confidential

Junior IT Administrator

Responsibilities:

• Commission/Decommission windows server 2003.
• Used Automated Deployment Service/ Ghost image to push the image on server.
• Created Users Windows Accounts in Active Directory.
• Created/Managed DLs, Security Groups, Departmental Mailbox, File Shares, User Profiles etc.
• Gave access to shared folders, groups. Done critical server cleanup project. Created and deleted roaming profiles of users.
• Created, deleted, and assigned different roles to users accounts on critical applications.
• Applied group policies on different servers for security compliance.
• Troubleshoot DNS/DHCP related issues.
• Troubleshoot and resolved users file share access issues.
• Configured printers/scanner for centralized management of scanner in the environment.
• Designed and implemented the enterprise Windows 2003 Active Directory & GPO’s.
• Maintained Windows 2003 Server Maintenance and builds.
• Installed & Supported Web Servers, FTP Servers, File and Print Servers

Environment: DNS, DHCP, configuring printers, modems and scanners, installing windows XP, Vista, Windows server 2003.