ROSHAN FERNANDES Phone: 647-***-****
**** ****** ****, *********, ** L1V2T9 Email: ***************@*******.***
SYSTEMS ADMINISTRATOR
■ IT Support & Administration ■ IT Project Management ■ Business Partnerships & Collaboration
■ Strategic Planner
PROFESSIONAL SUMMARY
9 years of progressive experience in managing and administering IT for large enterprises ranging from 1000 to 20,000 users.
MCSE, MCITP & ITIL certification with extensive A+ experience; pursuing PMP
Extensive hands-on experience deploying and troubleshooting various software environments and operating systems: Windows XP/7/8/10, Windows Server 2003/2008/2012, Active Directory, MS Exchange, MDM, Microsoft Office, Outlook, Lync, SharePoint, Skype, VMWare & various application software
Strong hands-on experience supporting computer systems: Servers, network devices, desktops, laptops, scanners, LAN, WAN, printers, video conference systems, VOIP phones, android devices, iPhone, iOS, CCTV security cameras and a plethora of gadgets
Demonstrated ability to effectively handle projects and adhere to schedules and deadlines; managed high net-worth projects like Microsoft Windows Active Directory, Microsoft Exchange, Symantec Endpoint Protection antivirus involving 100+ hotels and 7000+ users
Won the “IT Edge Award” for developing a hotel based in-room guest entertainment system
Managed and streamlined helpdesk teams by establishing metrics, setting baselines, analyzing SLA reports and suggesting improvements
Demonstrated ability to independently manage IT operations with little or no supervision
Understands the value of keeping systems running and its impact on business otherwise; strives to maintain uptime with a focus on strategizing for disaster recovery and business continuity
Strategic planner with strong business acumen and a desire to be part of the big plan to achieve organizational goals
Excellent knowledge of IT sourcing, budgeting and vendor management
Builds lasting relationships with end users, clients, vendors, 3rd party providers and strategic partners
Adopts a balance scorecard approach for strategizing, planning and appraising team members
Influenced team spirit by mentoring, coaching and being a comrade to my teammates
Ability to translate complex ideas or technical information into a comprehensible language for non-technical individuals; can work with all levels of an organization
A customer-centric and people person known to go out of the way to help others
Pays close attention to detail, accuracy and time; strong time management skills
Strong planning, organizational and documentation skills
Excellent English communication skills, both oral and written; with secondary language (Hindi)
PROFESSIONAL EXPERIENCE
Assistant Service Delivery Manager 2014 – 2015
Scorpio Marine Management, India
Plans, directs and manages IT helpdesk services and a team of 7 helpdesk staff in a predominantly Microsoft Windows environment spanning multiple countries including Monaco (headquarters), Mumbai, US, Dubai and London.
Manage the day to day IT operations of the Mumbai office.
Work on replacing the existing in-house helpdesk management system with an enterprise wide solution i.e. Service Now.
Conduct review meetings with the Service Delivery team and perform quarterly appraisals.
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Act as the face of IT and meet with business heads in order to understand new requirements, opportunities of improvement and drive process improvement.
Prepare IT budgets and ensure IT assets are available whenever needed.
Source and liaise with vendors for procurement of IT hardware and software based on current needs and negotiate for optimum costs.
Act as the single point of contact for all escalated user issues and take ownership of issues till resolution.
Manage inventory of all physical and application assets and ensures the hardware and software including antivirus and OS are updated.
Information Systems Manager – Corporate Systems & Technology 2008 – 2012
Taj Group of Hotels, India
Evaluate and lay out system configurations, specifications and standards for IT systems and ensure adherence to these standards for all Taj hotels.
Plans, develops systems and execute new state of the art technology projects and services after gathering requirements from all stakeholders.
Generate white papers and documentation to enable all stake holders to understand the nuances of systems proposed in layman’s terms.
Domain admin for the tajhotels.com domain with over 100 domain controllers globally spread over MPLS circuits. Responsible for the design, setup and migration of 7000+ PC’s from a workgroup environment to an Active Directory domain environment.
Mail admin for the Taj group responsible for design and setup of Exchange 2007 and migration of over 9000+ mailboxes from a qmail based Linux platform to Microsoft Exchange 2007.
Enterprise antivirus admin on Symantec Endpoint Protection responsible for centralizing the antivirus architecture which included more than 7000 PC’s. Also managed end user backup.
Developed an in-room entertainment system comprising the IPTV headend and channel distribution, entertainment services and wireless connectivity. Implemented this system in the flagship hotel, The Taj Mahal Palace - Mumbai, the project won the Edge award for IT innovation 2010 (UBM, India).
Coordinate with the projects team for design, setup and implementation of IT infrastructure in new build hotels and hotels undergoing renovation. This entailed the computer center, GPON and fiber networks and all IT hardware procurement.
Project Manager 2006 – 2008
CMS Computers Ltd., India
Handle service delivery for the Taj Group of Hotels on a national level covering over 65 hotels all over India providing IT helpdesk services.
Handle a team of 46 helpdesk staff deputed at all major Taj hotels and act as the tier 3 level escalation point for IT technical issues and project related issues.
Scope of the project includes deployment, diagnosis and troubleshooting of all IT hardware and software issues including server issues, BlackBerry Enterprise Server (BES) and standard operating systems like Windows 2003, Linux, Novell, Windows XP/Vista and business application.
Responsible for the troubleshooting, maintenance and installation of edge-network devices like layer 3 switches, routers, firewall and wireless access points for all main offices.
Responsible for maintaining the ticketing and inventory management systems.
Responsible for planning the roll out of patches and critical updates and applying them by using Windows Software Update Services.
Maintain and deliver progress reports to the client in line with service level deliverables.
Responsible for documenting standard operating procedures and the environment.
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Senior Helpdesk Engineer 2004 – 2005
Sutherland Global Services Pvt. Ltd., India
Provide voice and chat support for Microsoft for all Windows XP related technical issues.
Part of a team offering premier support for Windows Service Pack 3 teething issues.
Detail and document all case files and issues as defined by the process.
Follow up and provide solutions to customers by email using Clarify.
Solving problems not resolved with L1 support.
Hardware/Software Engineer 2003 – 2004
Diyar United Company, Kuwait
Systems administration for Kuwait National Petroleum Company which involve desktop support, systems administration and network support for a large network of 20,000+ users which include all software and hardware related issues in a Windows XP/Novell corporate client environment.
Windows AD and Novell NDS, troubleshooting TCPIP, LAN, WAN, VPN problems, cabling etc.
Administer network services like DNS, DHCP and reserving IP address for full internet access.
Provide user support and installation for software like Oracle ADE, Developer, Discoverer and Microsoft products like Microsoft Office, Visio and Project.
Provide phone and remote access support for users an.
Configure and install print servers based on IP and NDPS printing.
Support a wide range of peripheral accessories including laptops, docking stations, scanners, printers, palms and webcams.
Configure and support Outlook for exchange server and POP3/HTTP email.
Part of a team actively involved in preparing images for mass deployment of PC’s.
Daily closure of calls using Network Associates helpdesk software “Support Magic”.
Incremental and full back-up of network drives on a daily basis.
Making sure the network is virus-free using Mcafee Virusscan Enterprise7 and epo agent.
Handle inventory for spares and sending faulty devices to the workshop for repairs.
EDUCATION & CERTIFICATION
Bachelor of Arts Degree in English, 2013 - Canadian equivalency (WES)
Microsoft Certified Solutions Expert (MCSE), 2012
Microsoft Certified IT Professional (MCITP), 2012
Microsoft Certified Systems Administrator (MCSA), 2006
Microsoft Certified Professional (MCP), 2003
ITIL V3, 2013
Tata Business Excellence Leadership (TBEM), 2012