Technical Support

Vikrant Gawande

647-***-**** *******.****@****.*** 111 Chestnut St, Toronto, ON M5G 2J1

www.linkedin.com/in/vikrant-gawande-2b942887

OBJECTIVE

To obtain a specialized Technical Support or System Administrator position leveraging my deep expertise in this area.

PROFILE

A Microsoft certified IT professional with more than 5 years of progressive experience in, system administration, technical support, backup and recovery, user testing, tracking defects and product development

Tier 3 Level experience troubleshooting issues related to networking, OS administration, server administration, databases and scripts on multiple platforms and in a production environment

Proven ability to resolve difficult and complex issues dealing with end users and collaborating in a team

Awarded and recognized for superior customer service skills and ability to manage escalations

Team player with excellent written and verbal communication skills CERTIFICATIONS

Microsoft Certified Solutions Associate (MCSA) in Windows 2012 TECHNICAL SKILLS

Storage: NAS – Net App (ontap) FAS Series, EMC (Dart OS), Data Domain, SAN, External Storage, RAID, JBOD

Operating Systems: Win server 2003, Win Server 2008, Win server 2012, Linux (Red Hat),Unix

(Solaris), Win XP/Vista/ Win7/Win 8

Windows Servers: Windows Server Domain, Active Directory, Domain Controller, Group Policy, IIS, FSMO roles

Windows Utilities: Recovery console, System Restore, Sysprep, File checker, Disk Manager, Netsh, Disk Defragmenter, Task Scheduler

Linux/Unix Utilities: Administration, User/Groups, Networks, LVM, Crontab, SAMBA, NFS, Run Levels, Apache web server, Red Hat Package

Networking: OSI, DNS, DHCP, TCP/IP, ARP, FTP, SMTP, POP3, TELNET, SSL, IPSEC Configuration of CISCO routers and switches

Troubleshooting LAN, WAN, Wired and Wireless connections Knowledge of Sub-Netting, Network Teaming

Virtualization: VMware, HyperV

Mail and File servers: Exchange 2010, 2007 & 2003, SharePoint 2010 & 2013 Backup: NetBackup, Backup Exec, Symantec System Recovery and Windows backup utility, Deduplication

Cluster: MSCS cluster (Microsoft)

Programming: C#, .Net

Databases: SQL Server 2005 & 2008

Software Development: SDLC models, SRS, functionality matrix, testing, deployment EDUCATION

Bachelor of Civil Engineering, University of Pune 2006 Vikrant Gawande Page 2

PROFESSIONAL WORK EXPERIENCE

Technical Support Engineer, Veritas (Net Backup) May 2011 – Nov 2015 Key Responsibilities:

Configuration, Administration and troubleshooting on multi-server environment with issues related to installation, up-gradation, network connectivity, firewall, authentication, backup and restore

Gather information and determine the issue by evaluating and analyzing the symptoms, monitoring and maintaining servers and networks

Performed Compression and Encryption based backups and disaster recovery operations

Troubleshooted hardware issues such as hardware detection failure, disk failure, updating drivers for controller, auto loader and tape drive, restoration from corrupt tape/disk, fiber channel connections and network throughput

Debugging and generating logs to investigate the issue and provide effective solution

Performed testing as part of product development, created technical documents and designed technical support procedures for new releases

Created Granite labs to reproduce customers issues for in-house testing

Delivered quick and effective technical solutions supporting Net-backup business critical customers

Communicated progress on technical issue resolution to all internal and external stakeholders including Sales, Account Management and all partners

Actively engaged in creating knowledge management articles for documentation of resolutions, best practices, processes and policies

Maintained exceptional productivity and customer service (CSAT) levels

Provided walk-in floor support to other support engineers on critical cases Technical Support Officer, Convergys Dec 2009 – Jan 2011 Key Responsibilities:

Troubleshooted and administered local area network (LANs), wide-area networks (WANs), computer workstations, connections to the internet and peripheral equipment

Installed networking software, operating system software and other software applications

Installed webserver and troubleshooted IIS

Provided various troubleshooting services to network users

Conducted performance monitoring over the network

Implemented network traffic and security monitoring software to optimize server performance, monitor security and conduct tests on quality controls

Configured SMTP and POP3 for email clients

Supervised the support team and facilitated knowledge sharing activities REFERENCES

Available upon request

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