IT Support Engineer Lead
Excis Ltd
Total des années d'expérience :12 years, 11 Mois
Responsibilities:
1. Managing all global level Windows technical escalation as per SLA.
2. Handling the team globally.
3. OS image consupt creation, testing and implementation as per clinet business requirement globally
4. Handling and managing the escalation from end user.
• Handling all L1 & L2 tickets which is escalated from service desk.
• Weekly performing tape rotation activity to coordinate with backup team.
• Managing 1200+ user’s hardware & software related issue.
• Providing support for HP & DELL Desktop and Laptop’s
• Handling the team in that all India location
• Configuring Network VLAN as per project request.
• Grant/Remove access in Active Directory 2003.
• Upgrading IOS and Backup for Router.
• Monitoring of all the network devices (Router/Switches/Firewall/Wireless access point).
• Coordinate with the service desk to create tickets when there are any issues with the device
• Troubleshooting network connectivity issues for end users.
• Handle emergency change request for network switches
Organization: Northern Trust, RMZ Ecospace, Bangalore.
Period: 22/10/2012 to 23/09/2013.
Project name: EMEA: TS Offshore
Responsibilities:
• Access Creation and deletion of employees through Identity Manager (IDM) Request.
• Maintenance of Virtual machines through VMware Tool.
• Installing and Configuring the MS SQL 2008R2.
• Installing of application for the partners in Bangalore, London & Chicago based location
Using Landesk tool and Remote Desktop.
• Hourly monitoring and reporting of remedy queue for any high priority tickets raised from the site. Report has to be sent to the partners (users) on hourly basis.
• Support for VMware Client & Citrix Xen Desktop.
• 750 application installation on the London based machines.
• Active Directory administration for London OU.
Tools Used in Location:
• Identity manager (IDM) - Raised to request access for various Applications and Tools.
• LanDesk - Used for installing the application in the remote machine from the server.
• VM Ware Infrastructure Client.
• Citrix Xen Desktop.
• Service Request (SRQ)
• Remedy (version7)
Product Awareness:-
• Operating System: Windows XP, Vista, Windows 7, Windows Server 2003&2008
• Messaging System: Microsoft Exchange Server 2003, 2007, 2010 & IBM Lotus Notes.
• Protocols: TCP/IP, DNS, DHCP, SMTP, POP3, HTTP, FTP
Organization: Wipro InfoTech Limited, Electronic City, Bangalore.
Period: 06/07/2010 to 14/08/2012.
Responsibilities: • Desktop support Executive of the location, maintaining 1000 Nodes.
• Management of User Administration
• Providing support for Wipro, IBM, HP and Dell Laptop's.
• Closing the call with the resolution time frame and ensuring to meet up the SLA.
• Share responsibility for answer to all users' calls and e mail support for in hours.
• Maintaining vendor relationships.
• Asset Inventory & database management.
• Troubleshooting of desktop level issues and basic network connectivity issues.
• Trouble shooting of internet and email related issues.
• SCCM client installation and trouble shooting.
• Blackberry configuration and trouble shooting.
• Installing and Configuring the DLO Agent Backup.
• Installation and troubleshooting of Desktops and Laptops.
• Installation and configuration of operating systems such as Windows 7, Vista and XP.
• Installation and configuration of MS outlook 2010 and MS outlook 2007 Professional.
• CISCO VPN Client Support.
• Configuring wireless network to end user.
• Maintaining LAN and WLAN.
• VLAN Changes.
• VOIP configuration.
• Installation, configuration and troubleshooting of network printers.
• Antivirus Installations and Troubleshooting.
• Taking care at Network & system troubleshooting.
• Configuring system & Network Hardware devices.
• Installing, Configuring Application, Software Tools & Packages.
• Coordinating with NOC team for location issues.
• Coordinate with NOC team if any device went down and giving them the Location support.
• Troubleshooting L1 network issues
Professional Experience:-
3. Working as Desktop Support Engineer for SakeeSoft Pvt.Ltd.
- * B.com (Bachelor Of Commerce) .
3 year Diploma in Computer Hardware & Networking