Management Technical Support

SUMMARY:

Over ** years of Information Technology expertise, I have been delivering innovative IT solutions. Extensive subject matter expertise in Windows Server, Virtualization, Active Directory and Infrastructure Support. Planning and implementing cost effective solutions to meet customer business requirements.

L3/SME Level Support in Windows Server Support and L2 Level Support in VMWare Virtualization

Infrastructure Support in Datacentre environment (Offshore & Onsite)

Virtualization experience on VMware and Hyper-v technologies

CISCO UCS & VBLOCK Administration & Support

AD, DNS, DHCP and Windows Server OS Technical Support

Supporting & Troubleshooting HA Clusters with stringent SLAs

Server system BAU, DR activities and BCP co-ordination

Technical Root cause analysis and DPP solutions

Handling higher level escalations to the customer satisfaction

Self-starter and skilled at handling multiple tasks simultaneously

Ability to work in a dynamic environment with tight schedules

Strong project management and people management skills

Ability to work as an individual contributor or as part of the team

Successful track record of achievement during Onsite assignments

A strong record of Excellent Customer Feedback for outstanding and high performance

Committed to constant educational self-improvement to stay current with the most advanced technologies

Technical Lead for Infrastructure Support team

Subject Matter Expert for Windows Server Support Team

Account transition and transformation experience

SLA management, Process & Technical documentation

Skill assessment & mentoring

Working experience in Banking & Finance, Education and Healthcare domains

Good knowledge in ITIL and LEAN process (IBM-GDF)

TECHNICAL SKILLS

Windows Server Administration & Support – NT4.0 ~ 2012

Active Directory, DNS, DHCP Administration and Support

Virtualization experience on VMware – 4.x & 5.x

CISCO UCS & VBLOCK Administration & Support

Server Patching – WSUS, SCCM 2007, BladeLogic 8.5 & Altiris 7.0

Server Disaster Recovery – Planning, Testing & Implementation

Server Build - various physical Hardware & Virtual

Hardware Management – HP, DELL, IBM, VBLOCK & CISCO UCS

Microsoft (MSCS) Cluster Build, Administration & Support

VERITAS Volume Manager (VEA)

ESXi builds, Windows guest VM builds and P2V Conversion

ESXi cluster management – HA & FT; VM and Storage migration

Virtualization experience on Hyper-V

Server Backup & Restore – NT Backup & Symantec BackupExec

Antivirus Administration & Support – Symantec & McAfee

IIS 7.0 Support & Administration

VERITAS Cluster & Volume Replicator

MANAGEMENT SKILLS

Technical Lead for Infrastructure Support team

Mentoring team and technical assessment

worked with several multi-disciplinary teams across diverse geographies

Customer Orientation: Established firm relationships with customers thereby creating open avenues of communication and the ability to manage their expectations

Strong documentation, reporting and communication skills

Strong project & people management skills

Delivering trainings and handling technical meetings

EDUCATION and Certificates

Master of Information Technology - MIT

Microsoft Certified Systems Engineer – MCSE in NT 4.0

Internal Auditor training for ISO 9001:2000 and awareness training on BS 7799-2:2002

Trained on ITIL & LEAN process (IBM - GDF)

Trained in CISCO UCS Administration

Work shop on Cisco Routing and Switching

PROFESSIONAL EXPERIENCE

Quest Diagnostics, Norristown, PA May 2014 to till Date

Lead Consultant (Windows Infrastructure) - Technical Subject Matter Expert

Quest Diagnostics is driven to discover and deliver diagnostic insights and innovations that help to improve human health. It offers a wide range of products and services that benefit patients, healthcare providers, and pharmaceutical medical device companies, life insurance companies and employers.

Playing a role as an Offshore lead for Wintel tower

Handling People Management responsibilities for the team of 15

Technical Lead for the team supporting more than 4K Windows Servers with VMWare virtualization

Handling Sev1/Priority1 incidents on Windows servers and Virtualization

RCA investigation on critical incidents and working with PM team

Project management and co-ordination with stakeholders at client place

Windows server patching process streamlined and automated deployment

Part of Projects team and working on assigned projects

Vendor Management and Support

Change validation and CAB approval

Knowledgebase and technical documentation

Handling account specific & BAU activities

Assisting in recruitment by handling technical interviews

Identifying process gaps, providing solutions and implementation

Leading technical discussions and meetings

Interacting with Customer and Account management team for regular status updates

Handling daily team huddles and status update

Handling audit and compliance requests

Attending daily & weekly management meetings and providing status reports

State Street Corporation, Boston, MA

Lead Consultant (Windows Infrastructure) - Technical Subject Matter Expert

State Street Corporation is one of the biggest financial organization in the world, operates within 3 GEOs (NA, EMEA, APAC), provide comprehensive financial services, including investment management, investment research & trading, and investment servicing.

Played an important role for the account transition, transformation and support.

SME for the team supporting more than 8K Windows Servers with HA clusters

Handling Sev1/Priority1 tickets and MI bridge calls

RCA investigation on critical incidents and working with PM team

Analysing the repeated alerts and DPP investigation with QA

Project management and co-ordination

Assisting team on server patching and patch validations

Coordinating Disaster recovery activities as per schedule

Critical server end of life, contingency planning and implementation

Vendor Management and Support

Change validation and CAB approval

Knowledgebase and technical documentation

Handling account specific & BAU activities

Assisting in recruitment by handling technical interviews

Identifying process gaps and providing solutions

Leading technical discussions and meetings

Interacting with Customer and Account management team

Handling daily team huddles and status update

Handling audit and compliance requests

Resolved all the high priority issues related to SEV1 and prepared the documents accordingly

Actively took part in different activities like Patching, Network, DR Activities and Storage Changes

Shift Lead responsibilities

RM PLC (UK)

Senior Lead – Systems

Team management and Datacentre operations management

Handling escalations from customer

Mentoring team members and handling one to one meetings

Resource and recruitment Management

People Management & Appraisals

Managing timely delivery of the deliverables

Suggest new process requirement periodically

Project issues tracking and action items implementation

Preparing the project plans identifying milestones and deliverables

Preparing weekly, monthly, quarterly, half-yearly and annual reports and presenting to the management.

Ensuring all incidents are properly documented, tracked & resolution occurs within client SLA

Delegating tasks and technically supporting the team

Ensuring client commitments, needs, & expectations are met within SLA

Coordinating with Vendors and Service Providers to resolve the pending issues

Identify areas which need to be addressed by new or streamlined procedures

Leading the Technical Discussions and providing trainings

Reporting any issues and concerns to my immediate supervisor on a daily basis

Chairs the daily/weekly status meetings with team and project teams

Regular interaction with UK counterparts and providing status

Quality documentation & process control (ISO)

RM ESI (UK)

Sr. Network Support Lead

Worked as Senior Technical support resource, provides Technical support to the customer IT environment in UK.

Providing Infrastructure Support for customers of RM PLC (UK) remotely

Hosting Windows Servers and support

Provide third level technical support to the enterprise customers for RM PLC by handling higher level escalations.

Support issues on Windows 2000 and Windows 2003 AD, DHCP, DNS & Network

Remote management of single and multi-site Windows environment networks installed at various customer sites in UK

Monitoring Network & Infrastructure, Performance & Capacity management.

Critical server end of life, contingency and implementation planning.

Entrepreneurial solution for system vulnerabilities.

Hotfix/patch validation, testing and installation

Active Directory health checks on windows servers & performance monitoring

Windows Client-Server troubleshooting

Root Cause Analysis

Cygnus Microsystems, Hyderabad, India

Systems Administrator

Performing System Administration activities for the internal servers and infrastructure of Cygnus

Supporting Win2K servers including account administration, trust relationships, server optimization, daily backups & emergency repair disk maintenance.

Configuring R&D Lab for the protocol testing for the various Cygnus products

Involved in R&D for the Router Protocol testing for the product called “Cygnus Router-901”.

Symantec Anti-Virus Software Enterprise Edition implemented. Server is updated automatically and distributed to all the clients automatically. The scan is automatic and the alert is in real-time.

Hardware diagnose, troubleshoot and maintenance for Server, Desktop & Peripherals.

Managing LAN with nearly 100 terminals, and troubleshooting Windows XP, 2000 Professional

Responsible for daily administration duties of local networks

Monitor system performance & capacity of all critical servers

Maintained Red Hat Linux Server for R&D Testing

Designing and Implementation of ISO Standards, Security Policies and Documentation.

Maintaining Standard Operating Procedures to have complete information about Network and Systems.

Generating Daily, Weekly and Monthly Status reports.

CIL Securities Ltd, Hyderabad, India

Systems Administrator

Installation, Configuration, Administration & Troubleshooting of Windows NT & 2000 Server, DNS, DHCP and AD.

Provided general problem resolution for servers: File & Print services, file & folder permissions, security, backups, IIS internal website

Creation of Users groups and maintaining their profiles

Maintain software licensing, Windows Policies and Profiles

General Administration Duties of MS – SQL Server.

Hardware diagnose, troubleshoot and maintenance for Server, Desktop & Peripherals.

Maintaining NSDL & CDSL Servers, including daily & weekly backups to the compliance

Managing LAN with different OS (Novel Netware & Windows) workstations.

Responsible for daily administration duties of local networks

Monitor system performance & capacity of all critical servers on the network

Provided phone support for end users, Configured and setup user’s computers & trading software to work remotely from home by using dial-in connections.

Maintaining Standard Operating Procedures and face audits from NSDL & CDSL

Generating Daily, Weekly and Monthly Status reports.

Dendrite It Solutions, Hyderabad, India

Technical Executive

Administration of Windows NT Server 4.0 Servers

Responsible for creating user accounts and setting up permissions.

Responsible for data backups for 2 NT servers using Windows Backup.

Software & Hardware troubleshooting

Installed, configured and supported applications including MS-Office, MS-Outlook, and Norton Antivirus.

Purchasing all computer related Peripherals like printers, modems, zip drives, Tape drives from vendors

Maintaining System documentation and configuration before and after upgrade &, monitoring system resources.

Assembled the Server Hardware, Installed and Configured Windows 2000 Server client stations.

Designed and implemented the LAN setup for all TATA IE centers starting from laying cable, crimping and configuring the Hubs/Switches.

Supported NT WS, Windows 98 and 95 desktops and laptops with MS Office 97 and other software.

Providing Technical assistance for all TATA IE branches located in twin cities.

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