Technical Support-L2 Partner Engagement Dedicated Tech
WORK EXPERIENCE
Technical Support L2 – Partner Engagement
ConnectWise
April -2023 - Present
Mumbai
Achievements / Tasks
- Work on IT Infra Issues related to Microsoft Office 365, Azure and maintaining, troubleshooting and upgrading Windows Servers, including Active Directory, Group Policy, DHCP, DNS and other related services.
- Take ownership and resolve the issue with minimal time frame and following the KB and meeting the Promised SLA.
- Work Closely with the partner in case of any IT Infrastructure changes and participate in the monthly patching activity.
- Work with higher level Teams to manage server, storage and application configurations within the Intel/Windows platform.
- Perform Incident Management of the above services and infrastructure in line with agreed customer specific SLA’s
- Experience and knowledge of monitoring technologies and industry approved best practices.
- Work closely with the partner in resolving IT infrastructure issues and coordinating the incident ticket with the correct team and taking forward to closure once the issue is sorted out
Technical Lead
Cognizant
June 2014 – April 2023
Coimbatore
Achievements / Tasks
- Hands on Experience in Microsoft Office 365, maintaining, troubleshooting and upgrading Windows Servers, including Active Directory, Group Policy, DHCP, DNS and other related services.
- Analyze the server and workstation logs on a triggered alert by checking daily logs for backup & monitoring systems.
- Work and manage the team of Network and Systems Administrators for troubleshooting incidents.
- Work with higher level Teams to manage server, storage and application configurations within the Intel/Windows platform.
- Perform Incident Management of the above services and infrastructure in line with agreed customer specific SLA’s
- Experience and knowledge of monitoring technologies and industry approved best practices.
- Worked Hands on with BATCHPATCH in pushing security updates and patches to servers.
- Install, configure and monitor various cloud-based printing services for CANON Uniflow and HP Printwhere.
- Perform operational engineering for activities which include cloud software upgrades, patching, monitoring, configuration, and troubleshooting.
- Provide periodic off-hours on-call support for production and development environments.
- Work closely with a team of architects, engineers, and developers to create functional design specifications, azure reference architectures, and assist with other project deliverables as needed.
- Work closely on state-of-the-art technical solutions on Azure that address customer’s requirements for scalability, reliability, security, and performance.
- To Maintain and keep Running the Entire CLOUD Printing Setup of the Organization.
- Work on AZURE Active directory to manage user information by adding, removing or modifying user aspects.
- Work on the O365 EXCHANGE ADMIN CONSOLE for staffs and end users to manage the message delegations and track email delivery.
- Work Hand in Hand with the Windows Level 4 Team in Testing Cloud driver packages.
- Share key knowledge and updates to a Team of 18 Members under the Windows tower and create knowledge management articles to ease up the work methodology.
- Manage and Handle escalation of LEVEL #2 and LEVEL #3 and ensure faster resolution of the issues.
System Administrator
The Grand Regent
September 2013– April 2014
Coimbatore.
Achievements / Tasks
- To Maintain and keep Running the Entire IT (Server, Desktops, Laptops, Printers, and All Networking Devices) Setup of the Organization
- Maintenance and Management of The Proxy Server to Provide Internet services to the Staff and Guests
- Maintenance of the WIFI Distribution Server Hotspot service and Email Configuration (MS Outlook)
- Maintain and keep running the (HMS) Hotel Management Software.
- Periodic backup of the server using the first party windows backup tool for windows
- Manage the Windows Software (WSUS) update Service deployed from Server to client
- Setting up and maintenance of IT Infrastructure in Banquet Halls for Enterprise Business requirements.
- Trouble shooting of internal Information Technology issues arising in the Work Floor
- Network Devices Setup and Periodic Maintenance of the same and Ensure High Availability
- Prepare network layout and Enable Connectivity between Different Departments of the organization
- Prepare Infrastructure Solutions for the Business Halls as per the requirement.
- Handle Virtual Machines in Desktop Level, Threat Management, Software Data recovery.
SKILLS
- Microsoft Office 365, Microsoft Azure Exchange, Windows Server Support, Windows Patching Technical Support, VMWARE and VCENTER, Azure, NOC Engineering, Desktop Support, Desktop Operation Center (DOC), Service Now and BMC Remedy, Splunk, Zabbix, Remote infrastructure management (RIM)
CERTIFICATIONS
Microsoft certified technology specialist
Cisco certified network associate
ITIL v3 certified
EDUCATION
Master of Business Administration –
Information Systems
Bharathiar University
January 2012 – Dec 2014
Coimbatore
