Farasat Hassan

• Be the sign off point for transition to support (agreement to pilot, deploy and operate).
• India IT ops escalation focal, for regional and global leadership ensure quick resolution delivery on serious incidents and problems. Ensure the timely fix with minimum sales disruption and less downtime.
• Good experience on POP3, IMAP protocol to resolve day to day end users’ issues within the exchange environment.
• Managing and maintaining the outlook rules and add-ins issues.
• Managing the retails stations machine compliance around the globe (NL, FR, LU, CH, AT, UK, CA, ZA, MY, HK, SG, CZ, etc.)
• Maintains the user’s mailboxes and ensure that they have the proper access to the organization systems and applications.
• Resolving issue for patches compliance.
• Managing the Windows AD account and login passwords.
• Managing the Desktop related issue.
• Managing the SCCM client issues.
• Responsible for monthly patching for Shell Retail Site Systems across Diebold Nixdorf POS / BOS / EPS (Oil & Gas Retail), Tokheim POS (Oil & Gas Retail) and ITL vendor partners.
• Creating and Managing Knowledge base for team.
• Handling 1st line escalations and supporting the VIP users within the ITIL environment.
• Managed the VPN login issue.
• Responsible for the T/S for in-house applications.
• Troubleshooting of remote connectivity issues, VCS, VHDs etc.
• Handled the End User desktop related issues.
• Computer Hardware and Software Installation & T/S.

• Managed the team of 35+ engineers for IT-Infrastructure services (L1/L2).
• Handled the End User desktop related issues.
• Managed the End User banking applications issues like - PROPAY, HCM, AVALOQ, GMS, HFM, HYPERION, KHALIX, INEA, INEA- Add-ins, BACK-OFFICE, MAINFRAME, FINANCE PORTAL, BUSINESS OBJECT, TERA-DATA, Finacle, SVN, DTS, Inhouse applications, etc.
• Play the key roll between management & operations team for smooth services delivery with SLA achievements and CSAT.
• Handled theL1 /L2 end user issues.
• Hands-on experience on iPhones, iPad, Blackberry, MAC Book, CHROME BOOK.
• Handled the user’s network and telecom issues and video conference equipment’s like - Polycom, Cisco, etc.
• Managing the SCCM client issues.
• Managed the VPN login issue.
• Good experience on POP3, IMAP protocol to resolve day to day end users’ issues within the exchange environment.
• Computer Hardware and Software Installation & T/S.
• Troubleshooting of remote connectivity issues, VCS, VHDs etc.
• Handling 1st line escalations and supporting the VIP users within the ITIL environment.
• Created/Deleted Login ID on mainframe & sentinel for new joiners and leavers.
• Providing the quick and expert support to VIP/CXO users with round the clock.
• Created and managed the Virtual machines on VMware vSphere 5.0 for users, managed virtual machine sessions/desktops & provide support on daily usage issues.
• Managed Active directory, Assign the NTFS file and folder permissions on Windows servers, Addition and removal of groups from NT accounts, Resolve the day to day issues on windows-built servers in ITIL environment. Familiar with HPSC, HPSM, Remedy.
• Having a good knowledge on MS -Office Applications.
• Handled team mailbox for end user queries regarding any IT issues.
• Practiced incident management, Change management & Problem Management.
• Worked on Citrix ICA Client to manage Hard/Soft RSA token access.

SIAM Resident Engineer, India Habitat Centre, Lodi Road New Delhi-110003 (through Team Computers Pvt. Ltd) \[Working as a Residence Engineer on the site of SIAM (www.siam.in) Manage the Windows 2003, WiFi, Printers, Multimedia equipments, etc\], Also manage the IT infrastructure in the following conferences

SIAM - 4th Styling and Design Conclave 2010
4th EFV (Environmentally Friendly Vehicle Conference)
STADIUM (Smart Transport Applications Designed for large events with Impacts on Urban Mobility) http://www.stadium-project.eu/site/