Customer Service Management
Resume:
Gurpratap Singh
*********.*****@*******.***
Edmonton, AB T6X 1N5
Profile Summary:
Having 5 plus years of extensive experience in network engineering, Windows systems administration, troubleshooting and repair.
Designed, installed, configured and maintained routed enterprise LAN and WAN networks.
Excellent communication skills with the ability to interface at all levels.
Strong team player who also can work well independently.
Proficiency in building relationships and providing superior customer service.
Technical Skills
Networks
Routing (LAN\WLAN\WAN), Switching (layer2-3, VLANs, STP), Redundancy (HSRP, VRRP),, TCP/IP, IPv6, Network Monitoring tools (PRTG/MRTG) Wireshark, Cisco, Nortel, Sonicwall, HP, Netgear and other vendor’s networking equipments.
Servers
Data Centre Management, HP/Dell servers and infrastructure, HP Insight Manager, Server 2000/2003/2008/2012, Active Directory, DNS/DHCP, File Servers, Virtualization, Backup (Veritas and Tivoli), Anti-Virus(Trend Micro, Kaspersky and McAfee) and Proxy servers and content filtering.
Other
Change and Incident Management, Desktop management, Team management, Ticketing tools (Remedy, Service Now etc), Vendor & Inventory management (desktops, servers and networks), Win XP/7/8 and Microsoft Office Suite, BES configuration.
Accomplishments:
Configured data centre and complete infrastructure in terms Network, servers and desktops in a domain environment for 100+ nodes.
Coordinated migration of Windows 7 on enterprise level for over 500 machines.
Professional Experience
Network Analyst-II, Britec Computer System, Edmonton Nov 2014- Till date
Working on tickets being raised by clients for network, server and desktop related issues.
Installation, maintenance of client networks using Sonicwall, SonicPoints, Dell/HP/Netgear switches.
Installation Domain Controller, file servers, print services as per client requirement.
Active Directory, Group policy management, power-shell etc.
Exposure to configure Dell/HP servers, virtualization, teaming etc.
Managing Kaspersky and other client specific antivirus Server and its nodes.
Managing client backups using GFI Max backup application.
Visiting client/prospect client sites to analyze and collect data of their current infrastructure and providing them new robust and secured environment as per their need.
Technical Support Specialist, AON India Aug 2011- May 2014
Managed the team of Desktop Engineers; Provided Support over 500 users.
Installed and Configured the Networking devices (LAN, WAN and WI-FI) with switches and routers.
Installation and maintenance of servers (rack mounted and blades), hardware troubleshooting and replacement of faulty part.
Worked on Domain Environment (Active Directory, DNS/DHCP, File Server, Creation of OUs, patching, software deployment through WSUS etc.)
Handled and updated the inventory related to network and server related devices
Did the annual maintenance contract renewals and add-on parts procurement and in-charge of vendor management.
Technical Support Executive, Hewitt Associates (Now AON India) Oct 2009-Aug 2010
Implemented Active Directory environment for centralized management of users, groups and OUs including DNS and DHCP services and patching using WSUS.
Installed, configured and scheduled backup of file servers, managed NAS technology (Netgear)
Managed and monitored network efficiency (MRTG), vendor management and ensuring higher up-time.
Installed, configured and did the maintenance of various Cisco and Nortel Switches and Routers
Configured and trouble-shooting related to Array controller cards, RAID, iLOs & other server hardware and worked in coordination between other teams (owner of different servers)
Provided server support for over 100 servers spread across 3 locations in Delhi NCR
Education and Certifications:
Bachelor of Commerce (University of Delhi, India)
CCNP (Cisco Certified Network Professional)
ITIL V3 (Information Technology Infrastructure Library)
MCSE (2000)
MCSA (2012)
Diploma in Computer Hardware and Networking (NSIC, Okhla, New Delhi, India)
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