Engineer Software

IT Professional with over * Years of Experience in IT – Systems

Administration and Security

OBJECTIVE

To associate with a dynamic organizational and professional environment that provides opportunity to grow; to expand the business through analyzing business requirements and customer expectations; to develop and implement innovative solutions by combining new opportunities with existing technology; to provide excellent support through interpersonal relations in a systems analysis, design and implementation role.

PROFILE

• Ability to build a strong rapport with personnel, customer and associates based on knowledge, professionalism and integrity

• Highly energetic, self motivated starter with more than 7 years of work experience in the Information Technology industry with strengths in Systems Administration, Networking, good presentation, team development, customer centric attitude and leadership backed by excellent written and verbal communication skills

• Proven leadership, Problem solving and Customer Service

• Areas of experience include maintaining positive customer relations

• Performed repair and preventive maintenance on all types of computer equipments, printers & scanners and Maintaining Documentation for Audit

• Responsible for maintaining the inventory of all assets and create system documentation

• Audited all computers for installed hardware software and licenses

SUMMARY OF TECHNICAL SKILLS

• Provide IT Infrastructure Support as a System Administrator for over 300+ users

• Co-ordinate with the IT Manager to ensure availability and reliability of IT Infrastructure to meet business requirements

• Maintenance of IT System and Network Infrastructure

• Maintain Hardware and Software inventory and tracking Systems

• Configuring and Troubleshooting Juniper Networks SSL VPN Secure Access devices

• Provided L2 support globally for configuration and troubleshooting issues related to SSL VPN

• Escalation point of contact for the new and less experienced support engineers in the team in providing solutions, isolating problems and workarounds

• Interaction with huge Corporate Clients with troubleshooting issues in a large Network Infrastructure

• Providing Root Cause Analysis for the issues and meeting the SLA targets

• Preparing internal KB Articles for the Known Issues / Limitations and distributing within the team for imparting knowledge

• Referring the Juniper KB Articles and Release Notes and suggest/recommend the clients to upgrade the IVE OS Versions

• Extensive experience with Installation, Configuration, Setup, Repair and Modification on Windows Platform including Servers, Desktops, Laptops, Printers & other peripherals

• Installation, Configuration and Troubleshooting of Microsoft Outlook E-mail Client in an Windows 2003 Exchange Environment

• Installing, Managing and Deploying of Symantec Anti-Virus Enterprise Edition

• Installing and Upgrading of Application Software's, Service Packs & Patches

• Troubleshooting on Servers, Nodes, Laptops & Desktops – Network, Software & Hardware

PROFESSIONAL EXPERIENCE

Sr. Support Engineer March 2010 till date Xoriant Solutions

Job Description

• Working as a System Administrator in an IT Infrastructure of 300+ users

• Responsible for Managing and Maintaining the IT infrastructure to meet the technology goals of the organization

• Creation, Configuration and Administration of Virtual Machines using VMware Server for testing purposes

• Management and Administration of Antivirus Server – Ensure that the Symantec Endpoint Protection Server has the current and latest Virus Definitions and the users Workstations are updated with the Latest Virus Definitions

• User Account Management – Create, Disable and Delete User Accounts as per request. Resetting user passwords Lock/unlock user accounts

• Responsible to perform Supervision & Maintenance of Daily & Monthly Backup operations using Symantec Backup Exec 2010 and ensuring all the required file systems and system data are successfully backed up to the recovery tape drives

• Inventory Management – Plan and perform appropriate procedures, documentation for Inventory Assessment and provide accounting for the peripherals in the IT infrastructure resources including Server, Workstations, Laptops, Printers and Software using Excel Spread Sheet

• Vendor Management – Co-ordinate and Negotiate with Vendors for the procurement of required Hardware and Software as per the organizational requirements

• Monitoring the availability of Software Applications and data for the users and ensured that the tasks are completed on time

• Perform periodic OS and Software Upgrades/Patches for Servers and Workstations

• Set up Conference Meetings with necessary Technology (Laptops and Projectors)

Sr. Network May 2008 – February 2010 Cybernet – Slash Support

Engineer

Job Description

• Providing Global Technical Support to Corporate Clients for Juniper Networks SSL VPN Secure Access

• Acting as an escalation point of contact for the new and less experienced engineers in the team in isolating problems, workarounds and solutions

• Conducting training sessions for the new team members joining in the team

• Providing coaching and mentoring to team members regarding the technical and operational aspects of their day-to-day activities, case management to assure understanding of tasks and to maximize team performance

• Coordinate and submit team reports, such as team plan and other necessary documentation required from the team

• Assure that the team members have the necessary education and training to effectively participate on the team

• Ability to be flexible and adaptable in an evolving environment

• Developed and executed corrective action plans when necessary to meet the client requirements and achieving CSAT targets

• Reproduce the issues in the lab environment by importing the customer’s System and User Configs

• Initiated remote desktop through Juniper Secure Meeting Session to configure and troubleshoot the client’s SSL VPN Secure Access devices

• Interacted with high profile technical clients; provide resolutions; installing new software releases build; product information and best practices

• Worked with Network Analyzer tools like Wireshark and Ethereal to capture network traffic

• Utilized HttpWatch sniffer and debugger tool to capture HTTP and HTTPS traffic from the client browser

• Collecting and Analyzing the logs collected during the Secure Meeting Session

• Referring the Supported List of Platforms, Release Notes and KB Articles to the clients

• Suggesting alternative workarounds in case of product limitations

• Referring to the internal resources for any known issues/limitations and checking for any existing bugs filed with the engineering team

• Escalating the issue to Advanced TAC Team for bug fixes and known issues/limitations reported

• Contacting the Logistics team for replacement of defective units in case of Hardware failure issues

Technical Consultant August 2007 – April 2008 Wipro BPO Solutions

Job Description

• Providing Technical Support to Professional Clients with issues related to Microsoft Outlook – 2003 & 2007

• Specialized in Outlook client troubleshooting on e-mail messaging issues

• Managed a team of 10 Technical Support Engineers

• Acted as a Team Lead for less experienced engineers in isolating problems, workarounds and solutions

• Conducted mentoring sessions for team members regarding the knowledge sharing and maximize team performance technical

• Achieved Customer Satisfaction Targets

• Interacted with customer; provide product information, benefits regulations, laws and policy and procedures

• Configure and maintain Windows 2003 Server Domain Controllers

• Troubleshooting Windows 2003 and Windows XP Application issues

• Remotely access user's computer to assist with problems using Microsoft Live Meeting

• Performed tasks related to answering inquiries received via telephone or through e-mails

• Assisted the customer in configuring Microsoft Outlook to connect Exchange through RPC over HTTPS, using various connection media, i.e. LAN, WAN, or Wireless connectivity

• Educating the customers by referring with the related Microsoft KB articles

• Assisting the customers with the latest updates, hot fixes, service packs & patches

• Ensuring customer satisfaction by providing a professional service & best resolution to customer issues

• Coordinated tasks within the group and across functional areas

• Route calls to the correct queue Microsoft Exchange, Network Connectivity, Windows Platform, Active Directory Service, Office Deployment & Performance Team

Residence Customer January 2006 – July 2007 Wipro Infotech

Support Engineer

Job Description

• Functioned as a Computer Systems Administrator based at the Corporate Office on the client end

• Handled a Network of 8 Servers, 250+ Network Nodes, 20 Laptops and 15 LAN Printers

• Responsible for the configuration and maintenance of a Windows 2003 network infrastructure

• Support and Systems Administration for Windows 2003, Windows XP & Windows 98, Symantec Anti Virus, Microsoft Office Applications, Microsoft Outlook 2000 & 2003, and Network related issues

• Troubleshooting Desktop problems including Operating Systems, Applications, Printers, Modems, Scanners and other assorted hardware & software in a Microsoft Windows Operating Systems environment. Provide end-users with technical support, analyze, resolve or escalate problems and/or issues

• Provided technical assistance to all staff, assisting with network access, network printing and application software operation

• Improved Customer Relations through regular feedback, assisted customers in budgeting for and planning their networks and provided maintenance 24 X 7 support

• Maintained network functionality for 250+ users in the network environment spread across the site running on Microsoft Windows Operating Systems

• Troubleshoot & install network connections both server side and client side

• Troubleshooting Network issues on Microsoft Windows Platform

• Created new user accounts, Mapped network drives, password management as well as creating and managing file shares within Windows 2003 active directory environment

• Install, upgrade and maintain Windows XP and Windows 98 Workstations, Windows 2003 Servers. Migrate users from Workgroup to Domain infrastructure

• Deploy Windows XP Workstations & Windows 2003 Servers with Microsoft Office, Anti Virus, Operating System and Application Software updates

• Installing, Configuring and Deploying Symantec Anti Virus Client Server Enterprise Edition for maintaining current and latest virus definition on all workstations

• Created, Configured & Troubleshoot E-mail accounts with Exchange 2003

• Managed and Administered 350+ user accounts with exchange mailbox configured within Windows 2003 active directory environment

• Installed, configured, and supported over 35 Laptops with WiFi Network Connectivity

• Installed, Build and Configured Desktops & Laptops for new users

• Provided support via phone, e-mail and desk-side visit to end-users to all employees with Network Connectivity, Hardware and Operating Systems & Application Software related issues

• Configure and troubleshoot LAN equipment; including the maintenance and use of in-house servers and connectivity from Desktops and Laptops to network hubs and switches

• Responsible for Maintaining the inventory of all assets including Software and Hardware peripherals

• Conduct Seminars and Training sessions with presentations by setting up Projector

• Windows Activation, Microsoft Updates, System Performance and Memory Upgrade

• Performed repair and preventive maintenance on all the computer peripherals and Maintaining documentation for Audit

Desktop Support July 2003 – December 2005 Synergy Systems

Engineer

Job Description

• Provided helpdesk and desk side support, utilized problem determination skills to resolve various network, software and hardware problems

• Basic understanding of Enterprise Networks

• Performed maintenance of personal computers & peripheral equipment, identifying problems & providing appropriate solutions

• Performing system administrator tasks, PC installations, upgrades and network support

• Support & Responded On-Call site to site for end user issues related to Desktops, Laptops, Network, Software, Anti-Virus & Hardware

• Diagnosed, investigated and resolved computer software and hardware related issues

• Respond to end-user service requests reported to the IT Help Desk

• Provide support to clients, log trouble tickets, and resolved clients issues

• Supported Network Configuration of all Client computers

• Installed Operating System Software, Application Software & Hardware on Desktops & Laptops

• Assembling, Upgrading, Troubleshooting & repairing of Desktops & Laptops

• Troubleshooting, Maintaining & Fixing Network & Stand-along printer issues

• Configure and troubleshoot Windows XP & Windows 98, Web browsers & TCP/IP settings

• Installation, Repair and Analysis of Operating System, Application Software & Hardware issues

• Replaced and upgraded CD-ROMs, Memory, Hard Drives, Modems & Network Interface Cards

• Repair, update & routine maintenance of standalone Desktops and Printers

EDUCATIONAL QUALIFICATIONS

• GRADUATION

Bachelors in Commerce from South Gujarat University, Surat

OTHER QUALIFICATIONS

• CERTIFICATIONS

Juniper Networks Certified Internet Associate (JNCIA – SSL VPN)

Microsoft Certified Systems Administrator 2003 (MCSA 2003)

• PROFESSIONAL TRAINING

Corporate Training for Juniper Networks SSL VPN Secure Access devices

Microsoft Certified Systems Engineer (MCSE) Training

Diploma in Hardware & Network Engineering

ACHIEVEMENTS & ACCOMPLISHMENTS

• Awarded as “The Best Performer” for the month of February 2009

• Awarded as “The Rising Star” for the quarter from December 2007 to February 2008

IT SKILLS

Systems Administration Windows Server Administration

Diagnosis and Troubleshooting Microsoft Windows Network Infrastructure

Network Maintenance SSL VPN in Remote Infrastructure and LAN / WAN and Peer to Peer Networks

Server Editions Microsoft Windows® 2008/2003/2000 and Basics of Microsoft Exchange 2003

Client Operating Systems Microsoft® Windows® 7/Vista/XP/2000

Networking Topologies SSL VPN, LAN / WAN Network

Network Protocols TCP/IP, SMTP, POP3, DNS, DHCP and Active Directory

Software Microsoft Office Suite 2007/2003/2000 and Microsoft Outlook 2007/2003

Hardware Dell, HP, HCL, Wipro make Servers, Laptops and Desktops

Tools & Utilities

Virtualization

VMware Server / WMware Workstation

Microsoft Virtual Server / Microsoft Virtual PC

Sniffer/Debugger/Monitor tool to capture HTTP and HTTPS traffic between Server and Web Browser HttpWatch Professional Edition

Network Analyzer Wireshark / Ethereal

System Tools Belarc Advisor & Process Explorer

PERSONAL DETAILS

Date of Birth : 6th May, 1979

Marital Status : Married

Passport No. : G 5977040

INTERESTS & HOBBIES

Surfing the Internet, Reading IT Magazines, Listening Music & Swimming

REFERENCES: Can be furnished on request.

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