Ruban Babuji

• Conducted weekly client visits to provide on-site technical support, perform preventive maintenance, and resolve hardware, software,
network, and infrastructure-related issues.
• Utilized ServiceNow for incident management, service requests, change management, ticket tracking, and SLA monitoring.
• Coordinated with clients during site visits to review open tickets, discuss ongoing issues, and provide status updates on critical incidents.
• Supervised enterprise backup and recovery operations using Veritas NetBackup, Veeam Backup & Replication, and Druva.
• Executed backup monitoring, troubleshooting, and restoration activities to ensure data availability and business continuity.
• SLA Management & Compliance.
• Controlled and supported the Microsoft 365 environment, including user account management, licensing, and security configurations.
Managed user provisioning, deprovisioning, and access control through Microsoft Entra ID.
• Organized and maintained Microsoft Exchange Online mailboxes, distribution groups, and mail flow policies.
• Supported collaboration platforms including Microsoft Teams, SharePoint Online, and OneDrive.
• Supervised Microsoft 365 licenses and Oversaw Tenant Allow/Block Lists (TABL) within Microsoft 365 security services to control and mitigate
malicious domains, URLs, email addresses, and files.

• Directed user account lifecycle activities, including account creation, modification, deletion, password resets, and access management
through Active Directory and Microsoft Intune.
• Provided L1 and L2 technical support for Windows and macOS devices, diagnosing and resolving hardware, software, and operating system
issues.
• Delivered end-user support through calls, chats, and remote assistance, ensuring timely resolution of incidents and service requests.
• Controlled distribution lists and shared mailboxes, including creation, modification, permission management, and decommissioning.
• Deployed software packages, security updates, and patches using Microsoft Configuration Manager (SCCM).
• Supported and troubleshot Microsoft 365 services, including Outlook, Teams, OneDrive, Exchange Online, and Office applications.
• Worked closely with global stakeholders and international clients to investigate incidents, track progress, and ensure issue resolution through
root cause analysis (RCA).
• Monitored and resolved aging incident and change tickets, maintaining SLA compliance and improving service delivery performance.
• Coordinated team shift schedules and managed operational activities during critical business situations and major incidents.
• Initiated and coordinated bridge calls for Priority 1 (P1) and Priority 2 (P2) incidents, driving incident resolution and post-incident RCA
activities.
• Created and managed standard, normal, and emergency change requests following ITIL change management processes.
• Performed software installation, system maintenance, troubleshooting, and hardware support activities.
• Managed IT asset inventory, tracking, and lifecycle management while ensuring adherence to SLA targets and service quality standards.

• Managed and coordinated a team of 15 support engineers in a production support environment, ensuring smooth IT operations and timely
issue resolution.
•
Administered user accounts through Active Directory, including account creation, modification, password resets, and deactivation based on
organizational policies.
• Provided L1 and L2 technical support for desktops, laptops, printers, and peripheral devices across the organization.
• Diagnosed and resolved hardware, software, and operating system issues, including OS boot failures and performance-related problems.
• Installed, configured, upgraded, and maintained operating systems and business applications to ensure system reliability.
• Supported and administered Microsoft 365 services, including Outlook, Teams, OneDrive, and Office applications.
• Performed software deployment, patch management, and system maintenance activities to enhance security and performance.
• Managed IT asset inventory, tracking hardware allocation, maintenance schedules, and lifecycle management.
• Monitored service requests and incidents to ensure compliance with SLA commitments and organizational standards.
• Prepared incident reports, root cause analysis (RCA) documents, and operational reports for management review.
• Coordinated with cross-functional teams and vendors to resolve critical incidents and minimize business impact.
• Maintained technical documentation, knowledge base articles, and standard operating procedures (SOPs).

• Provided on-site technical support at client and vendor locations, diagnosing and resolving hardware, software, network, and infrastructure
related issues within the shortest possible turnaround time.
• Utilized BMC Remedy for incident tracking, service request management, and issue resolution.
• Worked extensively with HP support and diagnostic tools for hardware troubleshooting, maintenance, and system health monitoring.
• Installed, configured, and maintained server hardware and associated infrastructure components.
• Performed server maintenance activities, including hardware upgrades, preventive maintenance, and performance monitoring.
• Managed backup and recovery operations using tape backup systems, ensuring data integrity and successful restoration during recovery
scenarios.
• Executed hard disk backup, cloning, restoration, and disaster recovery procedures.
• Installed, configured, and troubleshot network devices, including firewalls, wireless access points, routers, and switches.
• Managed domain integration, user authentication services, and cloud-based system configurations.
• Performed rack mounting, structured cabling, cable alignment, cable management, and RJ45 crimping activities in data center and server
room environments.
• Installed, configured, and supported Microsoft Windows desktop operating systems, including Windows 98, XP, 7, 8, 8.1
• Installed and administered Windows Server environments, including Windows Server 2003, 2008, and 2012.
• Deployed, configured, and maintained Ubuntu Linux operating systems and related services.

• Performed chip-level diagnostics and repair of desktop and laptop motherboards, identifying and resolving complex hardware failures.
• Worked as a BGA (Ball Grid Array) Operator, carrying out BGA rework and reballing procedures for faulty ICs and chipsets.
• Conducted motherboard troubleshooting, component-level diagnostics, and IC replacement to restore system functionality.
• Performed quality assurance and post-repair testing to ensure hardware reliability and performance standards.
• Installed, configured, and supported device drivers and software for various desktop.
• Executed data backup, hard disk cloning, recovery, and restoration activities to prevent data loss.
• Troubleshot and repaired multiple motherboard platforms, including AMD, Socket 478, Socket 775, and Intel Core i-Series architectures.
• Offered technical support and servicing for LED and LCD monitors, tablets, multimedia devices, and peripheral equipment.
• Performed preventive maintenance and hardware upgrades to improve system performance and longevity.