Production Support Engineer
Cognizant Technology Solutions
Total years of experience :14 years, 8 Months
• Working as production Support Team Lead and engaged in supporting various components, problem solving, data analysis, troubleshooting production issues and suggesting best solutions.
• Process optimization, application migration support, coordinate monthly deployment, managing offshore team, assign and prioritize tasks, incident management, interactions and follow up with vendors and internal upstream/downstream systems.
• Providing level 2 and level 3 support.
• Provide operational and systems engineering support for cloud applications including all platforms.
• Working with developers and QA engineers to design, TechOps, test, deploy, document, monitor and maintain applications and components.
• Maintain distributed systems, software configurations, releases, debugging, troubleshooting, and monitoring.
• Extensive experience in network, OS, and application security testing, tool construction, and design of custom protection architectures.
• Working on Zendesk tool and JIRA tool to log the bugs and respond to customer queries.
• Generate and analyze metrics for site performance and availability.
• Worked as senior I.T.Analyst and providing technical support for McAfee Antivirus for Corporate Clients.
• Supporting corporate customers for McAfee related products issues.
• Providing support for ePolicy Orchestrator, Virus Scan Enterprise, Malware, Host Intrusion Preven-tion, McAfee Endpoint Security and McAfee Antivirus for Storage.
• Handling a team with 10 members.
• Actively monitoring the service now tool to respond to customer queries logged.
• Having hands on experience on Service Now tool.
• Complete configuration, installation and support of equipment in a Microsoft Windows, MAC and Mobile devices environment to the specifications of client proposals.
• 24/7 IT Support to Chairman, Business Chairman’s, Group Holding Persons and VIP users across the group for all IT related issues.
• Taking care of the Chairman’s devices like Laptops, handheld devices and updating it on regular basis.
• Frequently travelling with the Chairman’s of the group for taking care of IT related issues to all site locations of the group.
• Taking care of all Video Conferencing and Audio conference requirements of the Chairman’s.
• Troubleshoot and resolving computer and telephony related issues when contacted by clients by providing both on-site, remote support and telephone support.
• Maintaining software applications, operating systems and regular maintenance.
• Created MDT server for installing the Operating system through network.
• Preparing Call Dump report (Engineer Wise, Domain Wise, Within SLA, Out of SLA, )
• Supervising the administration of systems and servers related network to ensure availability of ser-vices to authorized users.
• Manage and monitor LAN/WAN network services.
• Maintain an inventory of all network devices.
• Perform routine audits of systems and software and troubleshoot any repeated issues.
• Coordination with Server team for server related issues.
• Coordination with Network team for network related issues
• Incident and Problem Management - Ownership, monitoring, tracking, and follow-up.
• Installing, Configuring and Troubleshooting Window’s Operating System (Windows XP, Vista, Win-dows 7, Windows 8 and 8.1).
• Configuring Microsoft Exchange for all handled devices.
• First level ADS administration.
• Actively monitoring the service now tool to respond to customer queries logged.
• Having hands on experience on Service Now tool.
• Providing application support for desktop and laptop users.
• Installing, Configuring and troubleshooting MS Outlook 2003, 2007, 2010 and 2013.
• Installing, configuring & troubleshooting LaserJet Network Printers.
• Configuring Outlook for exchange & Trouble shooting.
• Basic LAN and WLAN Troubleshooting.
• Patch Management & Antivirus updating.
• Installing, Configuring and Troubleshooting of SCCM Client
• Installing, Configuring and Troubleshooting of Auto CAD 2008 and 2010 Application
• Installing, Configuring and Troubleshooting MS Office (2003, 2007, 2010 & 2013) and Office Commu-nicator 2005, 2007 R2 and Lync 2010/2013.
• Installations and Troubleshooting of Windows Operating System, Applications Software and Drivers for all the laptops (Dell, Sony and Lenovo).
• Troubleshooting on all the hardware related issues and logging call with Vendor for the replace-ment of the faulty parts.
• Coordination with Server team for server related issues.
• Coordination with Network team for network related issues.
• Took key responsibilities as System Admin and a Hardware Engineer.
• Technical Co-ordination with vendors, Client for the technical maintenance of the company.
• Installation of transcription Software’s, LAN, modem with the help of the Team.
• Maintenance of Transcriptionist's database.
• Taking regular backups of the transcription data.
• Sending reports to the client and the management as per the requirement.
Actively participated in the Social activities and inter-college fest and in college elections. Done project based on the Java application.