Senior IT Manager
Aspen Consultancy and Development
Total years of experience :7 years, 6 Months
• Responsible for the upkeep of the client’s corporate IT infrastructure.
• Plan, Organize, and Control various IT Operations.
• Manage IT Staff from various departments such as Helpdesk and Service Desk.
• Designing, Developing and Implementing the policies and various procedures based on the standards and requirements.
• Ensuring the security of data, network access and mainly the backup data.
• Finding problematic areas and implement and design strategic solutions in timely manner.
• Carrying out of Audit of the systems in timely manner and whenever a requirement arises.
• Implemented and maintenance of ERP Applications, Planning and support.
• Complete Asset Management, Including all the IT equipment.
• Annual Budget planning and handling including the approvals for new IT Equipment.
• Working on various virtualization technology such as Hyper-V and VMware Server.
• Responsible for maintenance of on premises server’s along with cloud server’s (UNIX Based various operating systems).
• Maintenance of Storage Solutions such as QNAP Based and cloud based.
• Working and monitoring of various backup solutions setup on the client premises such as Acronis Backup solution, Veeam Backup, WannaGo cloud Backup solution.
• Maintenance of Active Directory based on the setup and IT Infrastructure setup.
• Maintenance of Microsoft Office365 and Exchange Mail Environment, Hybrid Environment Setup.
• Working with Incident Management tools such Assyst and Microsoft ITSM Tool.
• Assigning of tickets to various teams based on the requirements.
• Escalating the incidents based on their classification to the concerned teams and prioritizing the incidents based on the impact (ITIL) on the client’s business premises.
• Supporting the team on solving the escalated issues based on the priority and the impact it has on the smooth functioning of the client IT Premises.
• Guide the team on the solutions to resolve the issue and document the procedure used to troubleshoot.
• Actively participate in the testing and planning phase of new IT Policies before implementing on the production environment.
• Estimating the time required to carry out various IT Project implementations and based on the time duration required carryout various actions.
• Maintain the server Inventory and document the credentials of the server in secure way.
• Monitor and configure as well as restore data from various backup solutions setup at the client premises based on the client need.
• Use Microsoft SCCM and WSUS on client premises to perform updates on various workstations and servers and also to create and deploy various system images.
• Troubleshoot various issues using the logs from server and clients.
• Working with network team to access ports on firewalls from various providers such as Cisco and sonic Firewall.
• Hands on experience on installation and maintenance of various Antivirus solutions such as Trend Micro and McAfee.
• Maintenance of various Cisco Based Access points as well as Cisco based switches and HP Switches.
• Meet with suppliers to discuss system requirements, specifications, costs and timelines.
• Translated business goals, feature concepts and customer needs into prioritized product requirements and use cases.
• Follow change management process.
• Project cost planning.
• Business process improvement.
• Gathered detailed use cases and requirements through regular on-site visits, virtual Meetings and customer advisory board sessions.
• Led bi-weekly Scrum planning meetings to develop team strategies and define project goals.
• Ensuring the best practice based implementation.
• Research and recommend innovative and automated approaches for system administration. Implemented Disaster Recovery Plans.
• Maintain Exchange server.
• Expert user of ITSM tools (Incident Management) with responsibility to log incidents, prioritize incidents based on level of impact.
• Perform reviews and enhancements to ITIL processes and procedures covering all of IT
Performs day to day tasks following procedures including reporting, data entry and escalations.
• Well versed with Incident management, Request fulfilment, change management, problem management, asset management, configuration management, release management, deployment and information management.
• SME (Subject matter Expert) to look into escalated incidents which require immediate attention and fix them with diligence and workaround solutions to resolve the situation.
• Tackle critical incidents with 2 step approaches to minimize impact as and when required, by deploying short term fix and continue to work until permanent resolution is achieved (if required engage relevant teams to effective resolution).
• Effectively contributed to Migration from old ITSM tool(Assyst) to New ITSM tool (Microsoft service Manager).
• providing professional services to IT in support of Service Management following ITIL
• Provide technical support to various branches and key clients located at different locations (both onsite and remote support).
• Effectively managed both email and telephone requests and classify it and log it into ITSM tool depending on the category it belongs to.
• Maintain log of inventory assets deployed including in service items. Confirm as and when needed asset allocation both via system and physical verification.
• Participate in quarterly Audits to ensure correct records and asset allocations are in place, and support audit findings by root cause analysis, corrective & preventive approach.
• Responsible for fulfilling various Service desks requirements & record/document any variance in assets.
• Contribute to knowledge base and make necessary corrections as well as update it on timely basis as and when required.
• Data center monitoring, hardware setup, troubleshooting experience.
• Worked on the eDiscovery, Multiple Factor Authentication for users
• Installing and configuring computer hardware operating systems and applications.
• Monitoring and maintaining computer systems and networks.
• Talking to staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues.
• Troubleshooting system and network problems and diagnosing and solving hardware or software faults.
• Ordering and replacing parts as required.
• Providing On/Off site support including procedural documentation and relevant reports.
• Following diagrams and written instructions to repair a fault or set up a system.
• Supporting the roll-out of new applications.
• Setting up new users' accounts and profiles and dealing with password issues.
• Responding within agreed time limits to call-outs.
• Working continuously on a task until completion (or referral to third parties, if appropriate).
• Prioritizing and managing many open cases/Tickets at one time.
• Rapidly establishing a good working relationship with customers and other Internal Functions.
• Testing and evaluating new technology.
• Conducting electrical safety checks on computer equipment.
• Provided both hardware and software technical support as a computer operator.
• Installation of hardware and peripheral computer components for all portable end user devices.
• Performed general maintenance tasks, troubleshoots and repair computer systems, printers and other IT equipment.
• Installed software packages such as operating systems, office automation software, collaboration and security software both in virtualized and native environments.
Academics •