Imran Dalvi

Plan and implement upgrades to system hardware and software.

Standardize job tasks and trained junior team members on best practices and standards.

Implement company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.

Perform data restorations for server, file system and/or databases upon customer request in a calm and controlled fashion while maintaining consistent communication with the customer

Organize regular audits of backup configurations to ensure quality of service

Proactively looked to improve and add efficiency to current processes and exercised judgment in the decision-making process in order to provide consistent customer service

Provide training, troubleshooting, technical advice and direction to other members of the team

Create and implement custom restore requests varying from full system restores to specific single file restores

Install and configure backup agents according to specific settings for security and streamlined data flow

Repair failures between the centralized backup system and the client servers

Educate and advise the SMB Customer Base on backup solutions or similar options

Maintain a 100% NPS-T Score (Customer Loyalty metric)

Provide technical support over the phone and via support tickets

Standardize and implement the scheduled maintenance plan documentation process.

Provide support and disaster recovery services

Plan, install, and maintain optimized documentation of all LAN/WAN/VPN network equipment and software, security systems and communication links.

Identifiy and resolve physical and logical processing problems of video IP cameras to correct malfunctions with an infant monitoring system. Brought it to 100%, trouble-free operation.

Provide assistance and accurate information regarding deployment, operation and maintenance of the Cooperative's systems. Reduced time needed to train users by creating "how-to" instructions for connecting to network printers and web cameras, accessing and managing email, and configuring laptops and PCs for connection to virtual, private network, UAMS VPN.

Assist employees with system updates and problems

Manage new company software rollout and configuration

Manage administration and communication and coordination within internal departments

Support and configure wireless connectivity, as well as MS Office Suite related issues

Present effective resolutions to issues by working closely with third party relations

Track user calls for resolution and escalation through Helpdesk Software

Provide timely and friendly customer service to guarantee satisfaction

Leverage technical proficiency in handling blackberry support calls, including setup and troubleshooting of various blackberry devices on best server

Decrease restore time to less than 50% of prior configuration by implementing backup / restore process.

Manage, led and supported Windows XP, 7, Server 2008, VMware and Active Directory domain network in multi-locations

Configure, image, deploy, and integrate new equipment into the environment.

Provide desk side and phone support for over 600 customers which resulted in high computer uptime and high customer productivity.

Troubleshoot, analyze and resolve computer problems related to both hardware and software.

Deploy new equipment and install applications, which enable the customer to perform their job function on updated equipment which leads to higher work output.

Troubleshoots problems with computer systems, including troubleshooting hardware and software.

Daily routine work of Microsoft Windows servers like monitoring, checking events, Checking Services, Updating new patches as and when release by Microsoft, Antivirus, etc.

Assist employees with any and all computer, phone, email & network related issues

Administering and maintaining end user accounts, permissions, and access rights

Install and configure desktops and laptops for employees including new setups, migrations, rebuilds, etc.

Administration of Active Directory / DNS

Manage and support a variety of server system environments

Vendor Management Logging complaint, coordinate with vendors, rectify and closeout the problems

Network administration (including backup, security management, user account management, e-mail systems including e-mail web server, internet access, office systems and applications support)

Co-ordination with ISP’s & leased line service provider (Sify, Reliance & Tulip) and maintain uptime

Execute telephone system changes, including routing for seating assignments

Assist in the administration of the procuring of all software, hardware & support agreements

Evaluating vendors for various purchases of technical equipment's on basis of pricing, quality of the equipment's and its usages. Arriving and competitive pricing

Yearly AMC Renewals of (MPLS, ISP, EPABX, UPS)

Maintaining documentation related to Server Room, Network equipment's and updating of Network diagram, IP Addresses, various versions of software deployment details including Operating Systems hardware wise

Any other duties as reasonably required by the business

Manage & track IT Assets Inventory with periodic Audit.

Documentation of SOPs, policies etc.

Assist employees with any and all computer, phone, email & network related issues

Administering and maintaining end user accounts, permissions, and access rights

Install and configure desktops and laptops for employees including new setups, migrations, rebuilds, etc.

Administration of Active Directory / DNS

Manage and support a variety of server system environments

Vendor Management Logging complaint, coordinate with vendors, rectify and closeout the problems

Network administration (including backup, security management, user account management, e-mail systems including e-mail web server, internet access, office systems and applications support)

Co-ordination with ISP’s & leased line service provider (Sify, Reliance & Tulip) and maintain uptime

Execute telephone system changes, including routing for seating assignments

Assist in the administration of the procuring of all software, hardware & support agreements

Evaluating vendors for various purchases of technical equipment's on basis of pricing, quality of the equipment's and its usages. Arriving and competitive pricing

Yearly AMC Renewals of (MPLS, ISP, EPABX, UPS)

Maintaining documentation related to Server Room, Network equipment's and updating of Network diagram, IP Addresses, various versions of software deployment details including Operating Systems hardware wise

Any other duties as reasonably required by the business

Working on Behalf of Three Ess Computers Pvt. Ltd.

Manage and support a variety of server system environments

Network administration (including backup, security management, user account management, e-mail systems including e-mail web server, internet access, office systems and applications support)

Application configuration such as email clients as well as in-house systems

Support special project initiatives

Assist Software Development staff with ad hoc data projects.

Remote Support to Branches & Warehouses on software and application issues

Provide training to all the users on IT Policies & security of IT Equipment's

Maintaining records of Data cards allocated to users

Administrating / Monitoring and Maintaining Servers which are at remote locations

Daily routine work of Microsoft Windows servers like monitoring, checking events, Checking Services, Updating new patches as and when release by Microsoft, Antivirus, etc.

Daily, weekly & monthly backup of servers and maintaining logs keeping in view the RPO/RTO objectives as per business needs (Backup Exec)

Maintaining documentation related to Server Room, Network equipment's and updating of Network diagram, IP Addresses, various versions of software deployment details including Operating Systems hardware wise

Log, update and communicate with employees via the Helpdesk ticketing system

Working on Behalf of Three Ess Computers Pvt. Ltd.

Manage and support a variety of server system environments

Network administration (including backup, security management, user account management, e-mail systems including e-mail web server, internet access, office systems and applications support)

Application configuration such as email clients as well as in-house systems

Support special project initiatives

Assist Software Development staff with ad hoc data projects.

Remote Support to Branches & Warehouses on software and application issues

Provide training to all the users on IT Policies & security of IT Equipment's

Maintaining records of Data cards allocated to users

Administrating / Monitoring and Maintaining Servers which are at remote locations

Daily routine work of Microsoft Windows servers like monitoring, checking events, Checking Services,

Updating new patches as and when release by Microsoft, Antivirus, etc.

Daily, weekly & monthly backup of servers and maintaining logs keeping in view the RPO/RTO objectives as per business needs (Backup Exec)

Maintaining documentation related to Server Room,

Network equipment's and updating of Network diagram, IP Addresses, various versions of software deployment details including Operating Systems hardware wise

Log, update and communicate with employees via the Helpdesk ticketing system

Provide on-site support for clients

Address tasks such as the testing, documenting, setting up, and installation of network hardware

Actively participate with clients in devising solutions to improve services

Responsible to create emergency service plans for customers

Recommend effective solutions and improvements to achieve the targeted goals

Take care of the scheduled customer and technical support related trainings to field staffs.

Look into product installations and anything related to maintenance activities.

Maintenance checkup of enterprise routers, servers, and networks

Offers guidance and training to the client personnel.

Maintain customer service logs and internal service records in a timely manner

Utilizing the escalation process to resolve customer service delivery issues

Identifying and participating in sales opportunities such as new contracts, contract renewals and system sales

Provide on-site support for clients

Address tasks such as the testing, documenting, setting up, and installation of network hardware

Actively participate with clients in devising solutions to improve services

Responsible to create emergency service plans for customers

Recommend effective solutions and improvements to achieve the targeted goals

Take care of the scheduled customer and technical support related trainings to field staffs.

Look into product installations and anything related to maintenance activities.

Maintenance checkup of enterprise routers, servers, and networks

Offers guidance and training to the client personnel.

Maintain customer service logs and internal service records in a timely manner

Utilizing the escalation process to resolve customer service delivery issues

Identifying and participating in sales opportunities such as new contracts, contract renewals and system sales

Provide on-site support for clients

Address tasks such as the testing, documenting, setting up, and installation of network hardware

Actively participate with clients in devising solutions to improve services

Responsible to create emergency service plans for customers

Recommend effective solutions and improvements to achieve the targeted goals

Take care of the scheduled customer and technical support related trainings to field staffs.

Look into product installations and anything related to maintenance activities.

Maintenance checkup of enterprise routers, servers, and networks

Offers guidance and training to the client personnel.

Maintain customer service logs and internal service records in a timely manner

Utilizing the escalation process to resolve customer service delivery issues

Identifying and participating in sales opportunities such as new contracts, contract renewals and system sales

•Assist employees with any and all computer, phone, email & network related issues
•Log, update and communicate with employees via the Helpdesk ticketing system
•Administering and maintaining end user accounts, permissions, and access rights
•Install and configure desktops and laptops for employees including new setups, migrations, rebuilds, etc.
•Administration of Active Directory / DNS
•Manage and support a variety of server system environments
•Vendor Management Logging complaint, coordinate with vendors, rectify and closeout the problems
•Network administration (including backup, security management, user account management, e-mail systems including e-mail web server, internet access, office systems and applications support)
•Co-ordination with ISP’s & leased line service provider (Sify, Reliance & Tulip) and maintain uptime.
•Execute telephone system changes, including routing for seating assignments
•Assist in the administration of the procuring of all software, hardware & support agreements
•Evaluating vendors for various purchases of technical equipment's on basis of pricing, quality of the equipment's and its usages. Arriving and competitive pricing
•Application configuration such as email clients as well as in-house systems
•Support special project initiatives
•Assist Software Development staff with ad hoc data projects.
•Remote Support to Branches & Warehouses on software and application issues
•Provide training to all the users on IT Policies & security of IT Equipment's
•Maintaining records of Data cards allocated to users
•Administrating / Monitoring and Maintaining Servers which are at remote locations

•Assist Marketing & Communications Department with setting up of email campaigns
•Daily routine work of Microsoft Windows servers like monitoring, checking events, Checking Services, Updating new patches as and when release by Microsoft, Antivirus, etc.
•Daily, weekly & monthly backup of servers and maintaining logs keeping in view the RPO/RTO objectives as per business needs (Symantec/Arcserve)
•Yearly AMC Renewals of (MPLS, ISP, EPABX, UPS)
•Maintaining documentation related to Server Room, Network equipment's and updating of Network diagram, IP Addresses, various versions of software deployment details including Operating Systems hardware wise
•Manage & track IT Assets Inventory with periodic Audit.
•Documentation of SOPs, policies etc.
•Any other duties as reasonably required by the business

Technical Skills & Experience
•Experience within an IT support environment working across network and server infrastructure Windows Server 2003-2016 and Active Directory/DNS/DHCP administration
•Experience in SQL Server 2008R2-2016 backup & maintenance
•Experience in Linux/Unix administration
•Knowledge of IP networks, routing, switching and firewalls (Linux & Windows)
•Experience in Microsoft Application Suite, MS Excel, Zimbra Network Edition Email Server
•Experience in Backup and recovery (Symantec Backup exec and Arcserve)
•Exposure to maintaining Antivirus systems (Kaspersky/MacAfee Endpoint Antivirus Desktop & Server editions)
•Remote administration
•Good networking support experience for firewalls and VPN client & server connections