Vikas Katyal

Email ID: acrxj0@r.postjobfree.com

Expertise in Global Service Delivery, Operations Management, SharePoint Server Administration, Service Desk & Server Support.

(Total Industry experience 10+ years)

CERTIFICATIONS & TRAININGS

•ITIL ® V3 Foundation Certified.

•MCP - SharePoint 2010 70-667 certified.

•SharePoint Server 2010 & 2013

•Incident Management, Problem Management

•I.T Project Management e-learning through IBM.

•Risk Project Management entry level e-learning through IBM.

•Service Desk concepts and NOC Operations.

•Monitoring and Trouble Ticketing Tools (MSSolve, Remedy).

•Corporate Communication Skills & efficient written paragon.

•7 Habits of Highly Effective People, Diversity & Inclusive Leadership, Coaching & Feedback Skills, and Executive Presence.

Work Experience:

Microsoft India R & D from Dec'13 till 18th Aug'15.

•Worked with Microsoft India R&D Pvt Ltd. as a Support Engineer in SharePoint Administration.

•Associated with the SharePoint Server & Project Server team to support enterprise premier customers on SharePoint Server, Project Server, IIS 6.0, IIS 7.0 & 7.5, SQL server, Active Directory and Networking issues.

•Installation, Configuration and maintenance of new & existing SharePoint 2010 & 2013 environment.

•Installation, Configuration and maintenance of new & existing Microsoft Project Server 2010 & 2013 environment.

•Migration of the server farms from SharePoint Server 2007 to 2010, SP 2010 to SP2013 and from 2007 to 2013.

•Disaster recovery of project server from database backups.

•Patch, Hotfix, Cumulative Updates installation.

•Troubleshooting PSConfig related issues and fixing them in a timely manner to ensure minimum downtime.

•Troubleshooting Critical Severity1 & Severity A cases and ensure all resources and stakeholders are kept posted about the latest progress of the issue.

•Performing RCA on the cases and sending a detailed summary with actions to avoid minimum impact in case the problem re-occurs.

•Troubleshooting and break fixing of issues on Web & Application servers.

•Troubleshooting IIS, A.D & SQL related issues.

•Performance tuning & ensuring minimum downtime for end users.

•Co-ordinating with different technology teams to ensure timely and first time fix to Premium SharePoint and Project customers.

•Analysing logs using ULS viewer, Fiddler, NetMon, Process Monitor, PSS Diag., SharePoint Manager 2010 & 2013.

•Taking care of the Search Service application issues and ensuring the topology is up with all the components in healthy state.

•Ensuring Web Analytics reports are generating and troubleshooting complex issues.

•Configuring and maintaining User Profile Service application and ensuring User Profiles are in sync with the respective connectors.

•Using BDC service application for external data source.

•Configuring Secure Store for Single Sign-On.

•Configuring NTLM and Kerberos authentications for Web Applications.

IBM GPSD from Jan 2006 - 31st Aug'2013.

•Worked as an Assistant Manager Operations from Jan'11 to Aug'13.

•Handled a team of 15+ engineers involved in the remote technical support to IBM customers.

•Was responsible of managing the Attrition Level of the workgroup & LOB.

•Ensured to work towards a healthy work culture with the team.

•Built cohesion amongst team members through various team activities.

•Encouraged individuals to take part in various technical trainings.

•Daily/Weekly/Monthly attendance forecasting and ensured minimum impact on the business.

•Shared best practices knowledge with the engineers to motivate them for the next career movement.

•Carried activities regarding devising annual appraisals as per Bell-Curve.

•Ability to drive people to ensure that project deliverables/service levels are met both effectively and efficiently without compromising on Quality

•Ran a project with 65+ engineers to provide remote support to Netgear routers and switches.

•Implemented process improvement plans to increase customer satisfaction.

•Prepared Training Need Analysis reports to bridge the knowledge gap between engineers.

•Proposed plans to improve/streamline the Netgear products and its features.

•Reported bugs to the product group team, once identified by the engineers.

•Took escalations of politically hot scenarios to console the situations.

•Attended Change Advisory Board meetings and proposed process improvement plans.

•Attended client calls and took their leads on bringing the positive change in both the product and the process.

•Worked on the GAP Analysis and presented to the top management for

•Lead Change Management, RFCs, Service Desk and ensured resolution of the tickets for Network failures etc.

•Assisted first line support engineers with remote advanced level of technical support for IBM customers during failure of web sites or applications.

•Assisted in Installation/Un-installation of the software applications, Antivirus in the Windows XP operating systems, Server 2003 and Server 2000.

•Guided on system hardware and software components upgrades as required.

•Was responsible for Document Management, Project Collaboration & Management and Content Management.

Sr. Support Engineer - Jun'09 to Dec'11:

•Administration of SharePoint Server 2007 & 2010 environment.

•Managing User Policies, permissions, service applications.

•Monitoring performance levels.

•Installation, patching, configuring and maintaining the SharePoint farm.

•Solving escalated calls and assess customers technical support needs.

•Using tools - ULS Viewer, Fiddler, Event logs, Performance Monitor, NetMon to resolve issues.

•Reviewing of client demands and responsible for deep data analysis in order to proactively launch service improvement plans with the goal to increase overall efficiency and customer satisfaction

Specialist Technical Support - Jan'06 to June'08:

Troubleshooting issues on O.S (Server 2k3, XP, Vista, Win 7).

Disaster Recovery, Last known good configuration.

Installation of Operating systems.

Hands on DNS, Subnet Mask, DHCP, IP routing. Etc.

Fair knowledge of troubleshooting routers, switches as well.

Understanding of Windows Server 2003, Operating Systems and Networking.

Troubleshooting of Microsoft Outlook 2007, Lotus.

Working on Active Directory & Internet Information Services.

Experience with Remote Installation System and Remote Desktop Access.

Experience of troubleshooting in LAN and WAN.

Creating User Accounts, applying Group Policy to O.U & permissions.

SPANCO TELESYSTEMS AND SOL. LTD.: Jan'05 – Jan'06

•Worked as a Technical Support Executive for Airtel Broadband customers.

•KRAs include: ISP troubleshooting, Router & Modem Configuration, DHCP/DNS

resolution.

•First level of escalation to in-home customers.

EDUCATION QUALIFICATION

•Bachelor in Information Technology from Sikkim Manipal University.

Signature: Vikas Katyal

Date:

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