Management Technical Support

Lalit Kadam

New Delhi, India

Phone: +91-987*******

Email: ***********@*****.**.**

Assistant Consultant, have more than 9+ years of experience in technology production support environment. An ambitious, quick learner, self-starter, flair for excellence, team player, continuous striving for improvements with good business acumen & analytical sense, makes me a strong asset to the organization I work for.

EDUCATIONAL SUMMARY

PGDM in IT & Marketing from Bharatiya Vidya Bhavan, Usha & Laxmi Institute of Management, Delhi in 2010.

BCA with aggregate of 60% in Information Technology from Tuplis Institute of Information Technology, Meerut affiliated to C.C.S in 2005.

INTERMEDIATE with aggregate of 60.1% from A.E.S.S.S, Delhi in 2002.

SSC with aggregate of 50.0% from D.A.V School, Delhi in 2000. TECHNICAL TRAININGS

ITIL Certified

CCNA (640-801)

MCSA

MCITP

GNIIT

PROFESSIONAL EXPOSURE

Tata Consultancy

Services

Jan 2011 - Till

Now

Assistant Consultant

Plan, design and upgrade present Vcenter infrastructure to higher version. Migrated infrastructure of 200 ESX/ESXi and 1500 vm’s from 4.1 to 5.1

Worked on various Virtualization features such as Cloning, VMotion, DRS, SDRS, HA, FT, P2V, Update Manager, Snapshots, Templates, VLANs and setting up different advanced networking properties and their trouble shooting.

Demonstrated experience formulating advisory consulting deliverables such as server consolidation studies, virtualization assessments, operational assessments, or system architectural assessments

Contribute and develop best practices, strategies, methodologies and documentation/templates

Working with both capacity and resource management tools to design and implement the infrastructure.

Remotely worked with HP BL, DL, ML servers and working with ILO and IPMI.

Sound knowledge and Excellent Hands on working knowledge of Microsoft OS such as 2000/2003/2008 including their installation and configuration.

Installing, configuring and upgradation of Master and media server for backup and recovery.

Configuring and Working with WSUS for server patching and MacAfee EPO for antivirus management of the complete infrastructure.

HP SIM management for physical servers’ firmware upgrade.

Sound working knowledge of NetBackup client, including backup, restore and ejects.

Handling Daily, Weekly and Monthly Operations call with Client Management.

Categorize and prioritize incidents.

Respond quickly to end user reported issues and queries.

Track all the Major incidents where business/user impact is associated with it.

Communicate with the user community and Service Managers all across globe.

Supervise Team Member on day-to-day operations.

Owns management review process of Incidents that are not resolved through the standard process.

Participate in problem management and change management calls. HCL Technologies June 2009 – Dec

2010

Senior System Analyst

Administration of Domain users, Local user accounts and Groups, providing appropriate rights to user accounts according to their requirements via Active Directory.

Responsible for creating and troubleshooting user accounts in Active Directory, Lotus Notes, RSA, UNIX, SAP and resource mailbox creation and also responsible for granting access rights to some internal applications.

Providing Access rights to the customer’s via Active Directory on the Resource Mailboxes, Mailboxes etc.

Trouble shooting all the problems related to Desktops, Applications, mail client (Ms-Outlook) and Users with complete adherence to Client Policies.

Convergys India Pvt. Ltd. Oct 2006 - Dec

2008

Senior Technical Support

Worked as a Senior Technical Support Officer Specialist. Providing Technical Support through strategy, logical innovation. Innovative professional with proven ability to identify, analyze and solve problems to increase customer/client satisfaction through expertise in Hardware troubleshooting, Software troubleshooting, Operating system installation, TCP/IP Settings, Router Configuration.

Worked as an SME & FSO

SME (Subject Matter Expert) Job Responsibilities:

Worked closely with the training department by extending support in transitioning new employees from training to operations, by mentoring them through extensive coaching, feedback, and refresher classroom sessions in process gaps as well as soft skills.

FSO (Floor Support Officer) Job Responsibilities:

Handling the Two Teams of 15 members each, taking Escalated calls, Calls Monitoring & Providing Feedbacks to the agents.

Assisted Team Manager in analyzing and evaluating team performance on a regular basis, by monitoring, identifying and resolving performance, behavioral, and attendance issues using prescribed evaluation techniques.

Daily/Weekly monitors of calls for Quality Assurance to achieve Qualitative & Quantitative targets & work in accordance with client requirements

Responsible for conducting periodic team meetings and generating daily Productivity report.

Worked in World Star Realtors, Delhi as Business Management Consultant from July 2005 to October

2006.

Conducting Research, Market Analysis to determine effectiveness of Managerial Policies & Programs.

Helping in the development of the organization by getting new clients and indulging in communication with them to achieve organizational goals.

Supervise contracted researchers and the staff indulging in clerical process.

Performing financial analyses and making reports to ensure quality flow of work.

PERSONAL PROFILE

Gender : Male

Date of Birth : 30th April 1984

New Zealand Visa : Resident Visa No : 11497631

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