Customer Service Active Directory

SURESH GANESAPILLAI

*************@*****.*** 202-***-**** (Mobile)

SUMMARY

Experienced and dedicated IT professional with over 14 years of technical experience in desktop support, systems administration and maintenance of the computers.

Demonstrated excellent level of customer service, ability to analyze and troubleshoot technical issues and provide immediate solution.

Experience with Installation, configuration, troubleshooting, support, upgrades and maintenance of systems such as Desktop, Laptop, Smartphones, Tablets, Printers, Scanners, etc as well as software troubleshooting.

Deployment and maintenance of computer systems including Windows XP/Vista, Windows 7, Windows 8, Windows 10 and legacy Windows NT/2000/9x remote desktop and laptop client machines.

Specialized in hardware, operating systems, encryption software, Microsoft Office Suite applications, printers and remote connectivity. Advance level skill to support Microsoft Windows OS and applications in an active directory environment. Configuring security settings, access permissions for groups or individuals.

Highly organized with the ability to manage multiple projects and meet deadlines.

A strong work ethic combined with a commitment to excellence in all projects undertaken.

Skilled communicator, able to successfully work with wide range of end-users to diagnose and resolve complex technical issues.

EDUCATION

Bachelor of Engineering in Computer Science, India, 1996

TECHNICAL SKILLS

Operating System: Windows 10/8/7/ Vista / XP, Windows 2003, Exchange Server, IBM ES9000

Languages: HTML, ASP, COBOL, CICS, VSAM, TSO/ISPF, JCL

Relational Databases: DB2V4.0

WORK EXPERIENCE

Embassy of India, Washington, DC August 2004 – Till Date

Technical Support Consultant

Troubleshooting over 100 workstations that includes Windows 10, Windows 8 & Windows 7 (Help Desk)

Maintain and Manage Antivirus, Antimalware, Microsoft patch management

Created and repaired MS OUTLOOK profiles.

Troubleshoot Internet & wireless connectivity; virus and malicious software related solutions.

Maintain and Manage Watch guard Firewall, Cisco Router, Switches

Used to administer Embassy Windows 2003 Server, Active Directory Server, DNS Server & Exchange Server

Administer repairs, upgrades and completed configuration of PC's and related peripherals.

Escalate issues to the management when necessary and followed up on any escalated issues all within a timely manner.

Adhered to all documented procedures to ensure a timely resolution and the highest level of customer service.

Manage Embassy of India Information Systems Department.

Online Communication Responsibilities:

Responsible for Development & Content Management of Embassy of India's Washington DC website (https://www.indianembassy.org/)

Responsible for Social Media and outreach content management of Embassy of India including facebook, twitter accounts

(https://www.facebook.com/IndiaInUSA)

(http://twitter.com/indianembassyus)

Embassy of India, Washington, DC April 2002 – July 2004

Information Assistant

Worked in the Press Department and assist the Minister (Press) in drafting Press Releases and disseminating to journalists.

Coordinated meetings during high level visits that included Prime Minister, Secretaries, etc

Monitor and Analyze Indian News in US MEDIA, coordinate with Press persons.

Prologic Associates, NJ Consultant Sep 1999 – Mar 2002

Client: Siebel Systems, VA

Software Consultant

The project involved On-call support maintenance of the Production system.

Mastech, Pittsburgh, PA Dec 1997 – Aug 1999

Client: Principal Financial Group, Des Moines, IA Jan 1999 – Aug 1999

Software Consultant

The project was development of new application system for renewal Insurance system of Principal QUEST.

My role was involved in writing online & batch programs. I was also involved in testing the above programs using IBM'S new queuing process known as MQ Series. It was mainly used for two purposes1) the automatic Renewal System works on messaging Technique. All the contracts for yearly renewal were detected by the system and written to queues and the new renewal system processes the messages in the queue 2). Messaging techniques was also used in the testing phase of system.

Platform: IBM ES/3090, Operating System: MVS, Software: Cobol, JCL, DB2, CICS

Client: Sabre Decision Technology, TX Jan 1998 – Dec 1998

On-call Maintenance and Production Support

The project involved On-call support maintenance of the Production system.

Vital Sales Information Online Network (VISION) deals with the online & batch system that works as a central source of sales performance data at the sales outlet level for American Airlines (AA) Marketing Performance.

The system runs daily, weekly, monthly, quarterly & annually and receives data from other systems like AIPLAN, MIRS, and customer.

The information received from various sources are then processed and sent to Report Management & Distribution System.

The Database used was DB2 and Cobol. SAS was used for programming. The project involves scheduling the production jobs as per the schedule and modifying the schedule.

The scheduling was done in ESP. Emergency and Permanent Implementation of programs into production was performed.

The SYNCSORT utility was used exclusively for reformatting the fields, summing the fields and editing the data to required format.

The project also dealt with uploading data into the database. On-call support was provided for the production system round the clock by a team of 15.

Platform: IBM ES/ 9000, Operating System: MVS, Software: JCL, COBOL, DB2, Telon

DSQ Software Ltd., Chennai, India July 1996 – November 1997

Programmer Analyst

My role in the project involved Impact Analysis, Y2K Conversion, Unit and System testing. Also conversion of the existing programs from OSCOBOL to VSCOBOLII and accessing DB2 database for the new systems from the present VSAM Data source.

Operating System: IBM ES/9000,

Software: COBOL, JCL, VSAM, DB2, CICS

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