Level 2 Technical Support
Crossover
Total years of experience :17 years, 0 Months
Providing 2nd tier technical support to enterprise customers.
Ensuring smooth flow of data center side applications and operations.
Identifying product bugs and enhancements, enhancements are based on trends and requirements from the end-user.
On-call support to provide a better customer support experience and to address issues timely.
Creating workflows to ensure that that procedures are followed as required.
Ensure and maintain the VPN connectivity between office and warehouse
Managing in-house network (LAN + WIFI) & telephones, planning and making changes as required.
Dealing with the vendors if any changes in the services are required related to IT equipment/services
General end-user support
Processing customized reports
Managing InCube InVan (van sales) software including application Server, database Server (SQL Based), and Handheld terminals
Manaing Focus ERP at hardware and database end.
Providing IT consultancy to the clients.
Deployment of infrastructure for clients after complete analysis of the current requirements and future forecasts.
On-site visits for evaluating the environment and providing the best possible solution for building up the network.
Leading transcription team, work-flow and reporting structure.
Looking after IT Support operations.
Support a large number of users (600+) across three sites, including remote users. Encompassing a range of skills within the Windows and Mac based integrated systems, servers & laptops.
Provide support for desktops, server or services related problems.
Responsible for ensuring WASP on-Air Graphics Systems availability at all the time.
Manage clients and policies for mail and domain using Active Directory and MDaemon for mail.
Data Management for more than 40 TB of organization centric data, over different storage solutions.
Responsible for routine maintenance of various kind of servers including Dell PowerEdge 1950, Dell PowerEdge 2950, Dell PowerVault MD1000, HP Proliant DL380 G5, Rushwork NAS, NetApp FAS2020, Apple XServe, Apple XRAID, Apple MacPro G5.
Part of Symantec Endpoint Protection 11 Deployment within organization on Windows systems.
Responsible for communication, coordination and follow-up with respective vendors.
Ensuring availability of Text/Video News Feeds from multiple Sources including Reuters, AFP and APP etc.
Ensuring Restricted Internet access to users as per approved policy (dept. wise).
Installation and management of Xserve for different services as AFP, Open Directory, SMB, Printer Sharing, Internet Sharing and etc.
Administering Octopus News. Creating users, assigning rights and etc.
Preparing monthly performance reports
Intermediate (Diploma in Business Administration)