Technical Support Security

Kalsang Dawa

**********@*****.*** 978-***-****

Hudson, New Hampshire

Proven Success in Systems Optimization and Strategic IT Solutions

Multi-certified (MCP, VMWARE CERTIFIED, CompTIA Network+, Security+ and A+) systems administrator with strong experience managing server infrastructures and data-center operations across multiple platforms. Effectively plan, install, configure and optimize IT infrastructures to achieve high availability and performance. Proven ability to create and deliver solutions tied to business growth, organizational development and systems/network optimization.

Highlights of IT Skills

Systems and Network Administration

System Security, Backup and Recovery

Systems Installation, Configuration & Upgrading

System Patches & Updates

Mixed-Platform Environments

Technical Infrastructure (LAN/WAN/VPN/NOC)

Workstation Planning, Installation/Configuration

Productivity Improvement

Technical Support

Security Solutions

Experience with the maintaining, troubleshooting, and supporting of various technology environments

Comprehensive understanding of operating platforms, connectivity, security, and information management

Deep knowledge of Microsoft Exchange Active Directory, DNS, Outlook etc.

Strong hands-on networking, firewalls, routing and switching experience

Experience with virtualization technologies, such as VMware, Citrix and Microsoft Hyper V

Outstanding and proven communication at all levels within an organization

Professional Experience

FedEx Ground

Customer Support Representative Jul 2017 – Till Date

Working as a part-time customer support representative handling customer to guarantee a positive customer experience to all customers with both FedEx Express and FedEx Ground services on an international and domestic scope. In addition, we’re also responsible for promoting continued sales and generating potential incremental revenue wherever possible as it relates to both Express and Ground services.

Sutherland Global Services ltd

Senior Backup Administrator Analyst April 2016 - Nov 2016

Worked as a full-time Backup administrator role to manage and maintain a 60+ mixed server environment backups (Windows/Unix/Linux), ensuring 99.9% or better uptime. Evaluate, monitor and enhance IT infrastructure with an emphasis on availability, reliability, scalability, security, data confidentiality and system integrity.

Key Contributions:

Setup, configure and manage Backup server/client and tape libraries & Implementing backup and data storage security policies and procedures

Install, maintain and upgrade backup & data storage hardware, software, & monitor daily Backup activity and reporting to proactively avoid issues.

Provided advanced level support for veritas Backup Exec for global clients

Taken Initiative on escalated issues from the front-line engineers when they reach their support boundary

Maintained documentation regarding configuration, operating and troubleshooting procedures, service records relating to backup & data storage hardware and software

Performing root cause analysis of any issues associated with Backup Exec & generating reports and related activities

Entraine Business Services Pvt Ltd

Delegate Acquisition Officer Aug 2015 – Feb 2016

Worked as a part-time Delegate Acquisition officer for Entraine supported customer across Abu Dhabi & UK.

Our major goals were to offer Corporate Training and setting up Business Event Management with the whole gamut of training-intensive activities like Induction/Orientation Programs, Refresher Programs, Corporate Skill Development Programs and Hands-on Workshops etc.

IT Education Jul 2014 – Jul 2015

Completed IT Education from Indian Institute of Hardware & Technology

Completed IT security Training from Roman Technology

Completed VMware certification v4.0.

Completed PowerShell Training from AHANA software Solutions

Completed Microsoft certifications such MCP, CompTIA A+, & CompTIA N+ etc.

Hewlett Packard

System Administrator / Technical Analyst Tier II May 2006 - Jul 2014

Worked as a Junior level administrator initially and promoted to systems administrator role in configuring, troubleshooting and maintaining Windows Servers, Microsoft Exchange, Linux and Cloud infrastructure till July 2014.

Key Contributions:

Reengineered company’s systems setup, establishing automated server generation routines, optimizing system performance, installing upgrades/patches, establishing system monitoring and maintaining security protocols.

Ensured that all server hardware, operating systems, software and procedures aligned with organizational standards and strategic business plan.

Optimized system availability (averaging 99.95% uptime) and equipped company with scalable systems to support business growth.

Increased team productivity and automated repetitive tasks by using batch files, & PowerShell.

Acted as escalation point for troubleshooting advanced network/systems issues; consistently earned 100% issue-resolution scores by providing excellent service to internal and external customers.

Trained employees across multiple departments on network operations including log-in procedures, network management software, permissions, printing issues, security and use of software.

ITC ClientLogic Company ltd

Technical Support Engineer Mar 2005 - Apr 2006

Worked as a Front-Line Engineer for client called AOL to provide network solutions like Installing of varies operating systems, Internet issues, Modem, software configuration, printers, hub, upgrading and troubleshooting of Hardware & software on desktops & laptops.

Key Contributions:

Resolved computer hardware, desktop & network peripherals problem tickets

Complete Installation, configuration & maintenance of Local, Network Printers, & Scanners Independently

Resolving Internet connections issue, dial up modem issue, & drivers issue

Configuring and troubleshooting Outlook Express, MS Outlook & OWA

Performed Installation, configuration & maintenance of Antivirus software

Performed Installation, configuration & repair of operating system like Windows XP/WinNT.

Education

Bachelor of Commerce in Management Aug 2002

DELHI UNIVERSITY INDIA

IT Certifications

VMware Certified Professional 4.0 Completed Windows PowerShell 4.0 (AHANA Systems & Solutions Pvt Ltd) Certified CompTIA Security+ Completed MCSE (MICROSOFT CERTIFIED SYSTEM ENGINEERING) (IIHT, BANGALORE) Microsoft Certified Professional (MCP) Certified CompTIA Network+ Certified CompTIA A+ Continuing education on current and new best practices in Information Technology industry

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