Assistant Consultant
Tata Consultancy Services
Total years of experience :21 years, 0 Months
1. System/Network Administrator (SME and Technical Lead for the Citrix Tower)
Project: GE Money Home Lending
Duration: Sep 2012 till date
• Performed the due diligence of customer Citrix environment and planed the various transition phases like Knowledge Transition, Secondary Support and Primary Support
• Successful service take on and stabilized operations of Citrix XenApp presentation Server 4.5 consisting of 1300 users with Farm size of 150 plus servers supporting functionalities like Desktop hosting, Application publishing (Silo Based Model), incidents handling for both Production and Non-Production(Testing) environments
• Projects done on stabilizing the Citrix environment:
o Successfully testing and upgraded Citrix Hotfix Rollup pack 5 to Citrix Hotfix Rollup pack 7
o Successful testing and upgrade of Internet Explorer from version 6 to version 8
o Successful testing and deployment of Citrix Edgesight 5.3 on all the Citrix Front and Back End servers which was long pending and unresolved by the previous vendor
o Successfully implemented Citrix application standardization project to stabilize the Citrix environment and better user experience. Completed following tasks,
- Decommissioned Un-wanted orphaned applications from the application SILOs’ to reduce administrative efforts and save cost on licensed applications
- Decommissioned un-wanted orphaned servers to reduce administrative efforts
- Rebuilding of Citrix frontend servers for better performance
o Successfully completed project on rebuilding NPE(Non Production/Testing Environment) to fix the vulnerabilities and improve performance of the servers
o Successfully upgraded Citrix secure gateway version 3.1 to 3.3.1
2. Windows Administrator
Project: Agility Holdings
Duration: Dec 2011 to Aug 2012
• Knowledge of Citrix XENAPP 4.5, XENAPP5.0
• Providing complete desktop support for 900 plus users in UK, Ireland & US.
• Knowledge of adding/removing server from Citrix farm.
• Publishing/decommissioning applications within Citrix farm.
• Troubleshooting in an enterprise Citrix Farm and IMA Service issue. Citrix server monitoring server availability, IMA traffic, load balancing etc. Experience in patching Citrix environment.
• Applying patches/upgrades to Citrix servers to maintain security level
• Providing technical support on various issues like VDI slowness, printing issue and application access issues within VDI.
• Day to day reporting tasks. Preparing LUNs performance report and daily server back up reports.
• Was involved in office migration from MS Office 2003 to Ms Office 2010. Responsible for moving user profiles and testing after migration.
3. Technical Lead/Subject Matter Expert
Project: Agility Holdings
Duration: Oct 2010 to Nov 2011
•Handling team of 27 IT Analysts at both onshore and offshore
•Work with the team to make sure IT service is fast, friendly and efficient
•Maintaining effective communication with clients
•Identify, facilitate and implement service improvement plans to improve efficiency
•Assigning the tickets to associates based on a priority/severity of an incident
•Analyzing escalated cases and giving feedback to respective agents so that number of escalations can be reduced
•Conducting quality control/problem management to ensure that the quality and service parameters are met at all levels
•Creating weekly and monthly reports and shares it with the team and the management.
•Responsible for critical & breached ticket RCA and sending it to Onsite SDM
•Conducting group discussions to improve team’s knowledge in both technical and process areas
•Conducting one on one session with the individual to discus the teams hurdles and take it up to the higher management if necessary for further action.
projects.
•Preparing training calendars for each month. Also conducted in house trainings to the new comers and the seniors to keep their knowledge up to date.
Agility Logistics, Kuwait
• Date of employment: June 2005 to September 2010
• Designation: Analyst - IT Support
• Department: Information Technology
- Exchange & Active Directory Administration:
Active Directory:
• Primary responsibility is to maintain the data that is stored in Active Directory, as well as content that is protected by Active Directory. This data includes user and computer accounts and local resources, such as member servers and workstations.
• Experience in Windows XP and Server 2000/2003/2007
• User and Group management in the active directory.
• Regularly perform housekeeping duties to keep OU hierarchy clear of disabled and objects no longer needed.
• Responsible for addition/deletion of user accounts on the blackberry server. Performing enterprise activation and such tasks.
Microsoft Exchange Management: • Working in Microsoft exchange 5.5/2003/2007 environment.
• Microsoft Exchange Related Services: Exchange User Administration (Exchange 2003) - Creation, Modification, Migration (Inter-site and Intra-site), and Deletion of Exchange Mailboxes., Distribution Lists, Public folders, and Blackberry accounts. Mailbox size limit and permission administration.
• Level 2 Support - Provide support to all mail related issue from mail delivery latency issues to Outlook customization and other support.
• Level 2 Support - Provide support to all Blackberry related issue from device issue to Blackberry Enterprise Server and other support.
• Enabling mailbox routing for the users via third party tools.
• Implementation of various protocols i.e. SMTP/POP3.
• Implementation of the connectors such as X400/X500.
Cisco IP telephony Management:
• Working experience in call manager version 5.1 and 6.1
• Hands on experience in phone, profiles and user information processing in Cisco CM.
• IP phone setup & configurations
• Directory and device profile configurations.
• Cisco IP communicator installation and configuration.
• Knowledge in H.323, MGCP, SIP etc
• Hands on experience in Cisco unity version 4.2 and 5.0
• Voicemail box creation and modification.
• Working experience in call pickup, hunt group etc.
• Knowledge in Calling search space and partitions.
- Desktop Support:
• Primary responsibility is to provide exceptional technical/desktop support (2nd line support) to the office user base for both in person and remotely. Providing exceptional technical/desktop support (2nd line support) to the office user base for both in person and remotely. Providing support for Windows XP/2000/2003 server operating system, Internet Explorer, MS Office 2003 and 2007.
• Responsible for PC and laptop preparation, desktop problem support, logging problems and reporting to management.
• Deals with customers via telephone, remotely or in person to provide professional and courteous service to resolve desktop PC related problems and/or escalate them to the appropriate support area when required.
• Troubleshooting connectivity issues. Also covers use of PDA devices (Blackberries in particular), Smart mobile devices and the internal telephone system.
• Strong desktop support experience
- IT Helpdesk (Level 1)
• Deals with many different enquiries daily from scores of sources and co-ordinates the response of the support sections to them through the careful implementation of the helpdesk call logging system, raising calls as necessary and assigning them as appropriate
• Maintain and update the relevant call logging/management system ensuring all information is accurate and current
• Handle incidents and requests from all business users globally by phone as well as by email system
• Ensure the helpdesk maintains a high level of customer service
• Assist with the coordination of IT support to ensure that problems are resolved promptly and effectively
• In addition, providing as much first-line support as possible, to help resolve issues quickly and efficiently
• Exceptional troubleshooting and support abilities; adept at promptly identifying, isolating, and resolving issues on network, system, database, software and hardware levels.
• Responsible for PC and laptop preparation, desktop problem support, logging problems and reporting to management.
• Configuring & troubleshooting PC/laptop, MS Office applications, Microsoft Exchange/Outlook, Windows XP, Microsoft Office XP/2003 or later.
• Fault diagnosis and resolution of software and system errors on the desktop.
• Fault diagnosis of desktop hardware and co-ordination of repairs and replacements (escalating to Vendors for repair when necessary)
• Software installation and decommissioning of desktop hardware.
• Act as focal point for users and coordinate issues/requests through to resolution/completion.
• Provided technical support for Remote areas.