Team Lead
JR Technologies
Total years of experience :11 years, 7 Months
IT Team Management & Shift Management
•Providing 1st level 2nd level support over the telephone, remotely and face to face to the staff & employees of the 11 branch offices in USA, UK & India.
•Monitoring calls through support ticket tool OSticket. Ensures all calls are attended & provide the solution to users as per defined SLA.
•Managing, creating Users/OU/Groups in AD.
•Performing daily data backup operations through windows backup utility.
•Restoring systems from previous backup from External Drive & Time Capsule.
•Firewall handling (Barracuda NG), forwarding rules, blocking and URL filter. Managing the barracuda web-filter and email security gateway.
•Microsoft Hyper V Management, Administration of Active Directory and Group Policy.
•Roaming profile creation on roaming server.
•File Server & Network Drive Mapping as per department.
•Assigning File & Folder permissions on Cloud Drives (Dropbox Business, One Drive Business).
•Creation of new VM by using templates and clones.
•Troubleshooting and maintenance of Windows Laptop, Desktop, MAC OS & Network Devices.
•Xerox, HP, Canon Printer installation & configuration (Network/ Local).
•Mail configuration Outlook, ActiveSync, OWA (Windows & Mac OS)
•Setup Outlook Email on Mobile devices (iPhone, Android).
•Managing monthly KRA & roster of the support team members.
•Obtaining quotes for supply of goods and services from suppliers and vendors.
•Vendor management, procurement procedure and purchasing.
•Quarterly Inventory Management through RMMADMIN tool & verifying manually.
•Installation, Configuration, Troubleshooting of Global Distribution System (GDS).
•Installation, Configuration, Troubleshooting of Trams Back Office Accounting Server.
Nariman Point) —
(38 Months)
•Responsible for handling the 1st level escalations for the corporate users
•Providing Technical Support to Branch Offices & Travel Agents for IT related issues. Troubleshooting of Computer related queries by Personal Visits, Remote tools and Phone Calls.
•Installation & Configuration of New Desktop & Laptops for Users
•Installation & Configuration of GDS Applications (Sabre, Amadeus, WorldSpan etc.)
•Installation & Configuration of Trams Back Office Server for Finance Team
•IT Assets Inventory update
•IP Camera Configuration & Setup
•Resolution of software, hardware and basic Networking Operating System level queries
•Installation and Troubleshooting of various computer peripherals like printers, scanners, etc.
•Coordination with ISP providers for Lease line & ADSL connections.
•Ensuring that each of the tasks assigned to service desk are completed within the defined periods (SLA).
•Handling Escalations on critical issues and Quality follow-ups with service desk to ensure that pending calls are closed immediately once attended
courses: AWS Certified Solutions Architect –
