Rahul Raj

As a L1/L2 Support Engineer in Service Delivery - responsible for implementation, Post-Sales support and maintenance of Thales e-Security hardware security modules(HSM) and other TeS Data security solutions through Helpdesk system.
Installation, configuration, testing, commissioning, troubleshoot, service & maintenance support of paySheild and nSheild HSMs & Encryption related TeS products through telephone and on-site Hardware support to customers and resellers.
Maintain and build the Support testing environment for customers with Thales Technical Support Team. Carry out testing failure analysis and corrective actions. Recommend customers/resellers on the latest Thales e-security product updates, firmware releases, Security Advisories & vulnerabilities.
Responsible for managing SLAs of mission-critical information systems of premier Banks and financial institutions within UAE & Oman along with maintaining back-to-back contracts with principal vendor Thales e-Security hardware support, corrective and preventive maintenance services.
Responsible for assisting BUH-ITBU in pre-sales opportunities by preparation of project proposals, RFP, BOQs, account management & generating revenue from AMC contracts. Also maintaining excellent relationship with customers by preparing AMC contracts and documentation and achieve customer satisfaction after sales service.
Handling new projects related to e-Security and other Information security solutions from customer inquiry to project handover. Maintain up-to-date product knowledge and services offering and make efficient use of the resellers/user through which the information is made available.

As an incident process owner identification, logging, categorization, prioritization, initial diagnosis for all Incident management activities. And to act as a further escalation point for all incidents which need greater technical expertise to resolve issues.
Provide L1 and L2 support for all end users within the entity for IT related queries and incidents.
A proactive approach to identifying and solving Problems and Known errors before Incidents occur in the first place. Proactive Network monitoring checklist of all LAN/WAN devices for optimum utilization of network resources.
SAP Basis Administration providing L1 support to all end users across all SAP entities and role assignments.
Provide support over the phone assistance to client members, documented reports of service calls and perform remote assistance on users’ desktops through SCCM.
Maintain the IT assets both hardware and software inventory are identified, classified, tagged and maintained within the IT Department.
Maintaining the incident management reports on daily basis (Incident analysis/RCAs/troubleshooting and identification of permanent resolutions).
Act as a Problem Manager to identify and to prevent recurrence of incidents related to these errors by both reactive and proactive aspects.

Maintaining the IT infrastructure of the organization based on Windows Server 2008 and VMware virtual platforms. Coordinate with the IT helpdesk to provide support to end users within the agreed SLA to meet the KPIs defined.
Providing Remote support for all users spread across all locations within the GCC through remote support tools.
Maintain the Citrix XenApp server for web based virtual application. Centralized user management and software publishing.
Also responsible for supervision of backup and data recovery operations using Symantec Backup Exec 2010.
Responsible for maintaining and rotation of the media backup tapes and storing and vaulting them with the media vault vendor.
Provide L2 support for Exchange Server 2010. Creating and maintaining mailboxes, assigning specific rights to them etc. Installation, configuration, and monitoring of services such as Active Directory, DC, DNS, DHCP, WDS, FTP, Proxy Server, user accounts, group policies, and their specific rights.

Responsible for monitoring, and supporting the overall network architecture in a 200+ user environment on various hardware platforms (HCL Net manager 2700 Server, HP Proliant DL Series Server & Intel based desktops and laptops) and various operating systems environment.
• Installation, configuration, and monitoring of Domain Controllers, user accounts, group policies and their specific rights & services such as Active Directory, DNS, DHCP, WDS, FTP, Proxy Server etc.
• Managing & monitoring Exchange Server 2003 for Intranet User communication and configuration of Microsoft Outlook 2007 on creating multiple profiles, managing PSTs, recovering corrupted PSTs.
• Provide technical support to clients for On-Site Training for SAP enabled LMS - eAcademy training.
• Managed and administered the CISCO LAN/WAN equipments installed in the organization for optimum utilization of network resources.
• Installing and configuring new hardware including Servers, Laptops, PC’s, Printers, and Modems etc.
• Management of Antivirus Server including regular server side AV patches update and routine virus sweep.
• Also responsible for supervision of backup and data recovery operations.
• Patch management. Will ensure all the patches & hot fixes are properly installed over the LAN.
• Maintaining the incident management reports on weekly basis (Incident analysis/RCAs/troubleshooting and identification of permanent resolutions) and IT inventory reports.
• Liaisons with customer support teams on resolution of internal issues and participate in fixing service downtime incidents.