IT System Engineer
3i Infotech Ltd
Total years of experience :6 years, 2 Months
• Managed Windows systems, providing software support and troubleshooting for end-users.
• Built and configured VMware and Hyper-V servers, including VMware V-Center and Horizon.
• Implemented server hardening techniques and ensured server security and compliance with industry standards.
• Monitored backup schedules, troubleshooted backup alerts, and performed daily health checkups for servers and tape libraries.
• Implemented policies for automatic updating of virus definitions and patches, and conducted security health checks.
• Implemented and adhered to ITIL processes to optimize system operations and ensure adherence to best practices.
• Managed the regional infrastructure, overseeing the administration of Wintel servers and providing end-user support.
• Collaborated with client sites to address their IT requirements and deliver tailored solutions.
• Utilized Active Directory (AD) and Office 365 (O365) for user management within the 3i environment.
• Conducted patch management for Wintel servers and clients using Ivanti, ensuring systems remained secure and up to date.
• Administered VMware infrastructure, troubleshooting issues with end-user applications and computers.
• Monitored system performance and conducted proactive maintenance to minimize downtime and ensure optimal functionality.
• Managed file servers and performed regular backups using Veeam to safeguard critical data.
• Provided support to both on-premises and remote end users, resolving technical issues promptly and effectively.
• Prepared and delivered monthly IT reports to track performance metrics and provide insights for improvement.
• Managed Windows Servers, Active Directory, MS Exchange, VMware, Citrix Servers, M365, and Azure AD.
• Proficient in enterprise antivirus solutions and backup systems, including Symantec, Trend Micro, McAfee, Veeam Backup and Replication, Veeam One, and Acronis backup.
IT and System Support Engineer:
Key Responsibilities:
Technical Support: Provide comprehensive technical assistance and support to end-users, addressing hardware, software, and network-related issues promptly and effectively.
Help Desk Management: Manage and prioritize help desk tickets, ensuring timely resolution of issues within established service level agreements (SLAs) to minimize disruptions to business operations.
User Training and Documentation: Develop user-friendly training materials and documentation to empower end-users to troubleshoot common issues independently and maximize productivity with IT systems and software.
System Administration: Manage and maintain servers, network infrastructure, and other critical IT systems to ensure high availability, reliability, and performance.
Software and Hardware Management: Install, configure, and update software applications and operating systems on end-user devices. Perform routine maintenance and troubleshooting on desktops, laptops, printers, and other hardware devices.
Infrastructure Deployment: Plan, deploy, and configure new IT infrastructure components, ensuring alignment with business needs and scalability requirements.
Backup and Disaster Recovery: Implement and maintain backup and disaster recovery solutions to protect critical data and ensure business continuity in the event of system failures or cyber attacks.
Security Management: Enforce security policies and procedures to safeguard organizational data and infrastructure, including managing access controls, conducting security audits, and staying updated on emerging threats.
Performance Optimization: Monitor system performance, identify optimization opportunities, and implement performance tuning measures to enhance efficiency and reduce response times.
Key Deliverables:
Resolved Support Tickets: Demonstrated ability to efficiently resolve help desk tickets, maintaining high levels of customer satisfaction and meeting SLA requirements.
User Documentation: Comprehensive training materials and documentation that enable end-users to troubleshoot issues independently, reducing dependency on IT support resources.
System Availability Reports: Regular reports on system uptime and availability, ensuring adherence to uptime targets and SLAs.
Backup and Recovery Plans: Documented backup and disaster recovery plans, including testing procedures and recovery objectives.
Security Compliance Documentation: Documentation of security policies, procedures, and compliance measures, along with evidence of security audits and assessments.
Performance Optimization Recommendations: Recommendations for system enhancements and performance tuning measures, along with documented performance metrics and improvements achieved.
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