System Administrator
Wipro
Total years of experience :20 years, 4 Months
Position: System Administrator
Client : Catholic Health Initiatives & NiSource
➢ Act as a single point of contact for the technical tower in front of the customer management.
➢ Provide IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty.
➢ Installing, troubleshooting and fixing desktops, printers, laptop and other computer peripherals hardware problems as well as desktop applications.
➢ Provide desk side support and PC break/fix including basic administration of Windows O/S, Anti-spyware and Anti-virus software.
➢ Provide support for VPN & RDP related issue.
➢ Work closely with SCCM team for Software Distribution, Patching and Imaging technologies.
➢ Provide Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels and have basic knowledge of enterprise LAN/WAN setups.
➢ Act as a Queue Manager to follow-up with the team members of each region for pending incidents.
➢ Ensured proper communication and quick resolution during Critical and Major Incidents.
➢ Responsible for Vendor Management and people management.
➢ Work with the leadership to conduct periodic reviews with teams and provide weekly and monthly status reports to wipro managers and stake holders.
➢ Participate in business meetings with various stake holders.
➢ Take corrective actions based on the customer satisfaction surveys and implement new service improvement programs.
➢ Ensure adherence to quality / security standards defined for the engagement.
➢ Perform Trend analysis, identify top few incidents and work with respective teams/individual to minimize the incidents.
Providing managed desktop support (Tier 2) to Microsoft's customers located across the globe through remote assistance and easy assist.
Troubleshooting issues and maintaining services remotely when scheduled updates fail through SMS.
Proactively monitoring and troubleshooting all SCCM servers and SCCM clients.
Remediating the SMS client Machines that are not reporting healthy to SMS site by investigating various SMS client logs. Troubleshooting Hardware Inventory and Software inventory issues and fixing WMI issues.
Working on Environmental Issues for Application Deployment Failures and Package deployment failures via SMS\SCCM 2007examining various SMS client logs.
Group Policy management issues and SRP (Software Restriction Policy) issues involves restricting limited Administrative rights.
Repackaging Applications for Distribution, test package deployments, Asset reporting,
Advertisepackages, Package delivery trouble shooting and Deployment reporting.
Knowledge Management through documenting new solutions found while working on issues.
Escalate incidents and requests that cannot be resolved by the team to the appropriate
Service Delivery team and monitor progress.
Involved in providing Process and Technical training to the new resource.
Prepare monthly MIS reports and process related documents like SOPs
Installing and configuring operating systems, drivers, software patches and other PC peripherals,
PDA, Blackberry etc.)
Provide functional and technical support, troubleshooting and diagnosing hardware and software problems, including desktop, laptop, LAN, Wireless and remote systems.
Address advanced trouble-shooting of the desktops & printers through remote and visit.
Responsible for supporting all systems maintenance, troubleshooting and upgrades for all desktops.
Determine virus affected computers and clean them using antivirus software.
Coordinate with equipment vendors and 3rd party suppliers to resolve the problem.
Asset Management.
Identify the impact, urgency and priority of incidents and requests. Log all incoming work, and record sufficient information to facilitate effective processing.
Escalate incidents and requests that cannot be resolved by the service desk to the
appropriate Service Delivery team and monitor progress.
Manage major or critical incidents and follow-up till closure.
Obtain user feedback to close incidents and requests.
Communicate the status of all open incidents and requests.
Follow ITIL best practices and support processes.
Organize, delegate, and leverage resources to accomplish objectives.
Resource Management (Vacation and Shift schedule)
Prepare daily dashboards, monthly MIS reports and process related documents like SOPs.
Initiated feedback session with the team members to identify their weakness area and arrange a training if needed.
Providing Tier 2 technical support to GE Healthcare Employees across the globe.
Remotely logging into end users machine and troubleshoot hardware related error messages and software installation issues through Windows Net meeting.
Installing and configuring LAN & WAN settings on windows Operating systems and assist the users on Remote Access (VPN).Help the users configure their modems and connection settings (Dailup/Broadband).
Updating the end users machines with the software patches related to operating system, Antivirus and other software applicatations. (Service Packs, Patches)
Installing, Configuring the Handheld devices (PDA, Blackberry etc) and help them synch.
Installing, Configuring MS-Outlook with Exchange, Creating profiles, managing datafiles and helping the users on different functional issues in outlook.
Providing support on different business applications like Mainframes, Clarify, JDE, Humming Bird, Safeboot, Sonic, Symantec, Sametime.
Heading and managing all support operations throughout India, on cBizSoftIndia, recruiting software.
Providing training and demo sessions to the clients.
Remotely logging into clients machine using GotoMyPC & GotoMeeting and resolving the technical issues on different operating systems.
Assisting the team members on the software and informing about the daily updates.
Providing technical support on HP All-in-One printers to North American customers through chat.
Installing and configuring printers through USB, LAN and wireless in different operating systems.
Troubleshooting hardware related error messages and software installation issues by providing step by step instructions through email.
Providing instructions and guiding the customers for printing different modes on different type of medias.
Installing configuring and upgrading operating systems on PCs.
Configuring printers, scanners and other hardware devices.
Connecting PCs on LAN and sharing internet connections.
Configuring TCP/ IP protocols and maintaining the PCs virus free.
Bachelors in Computers Sciences.