Senior IT Systems Engineer
Palo Alto Networks
Total des années d'expérience :10 years, 4 Mois
● Acting as primary liaison for the products I handle between multiple departments, including design,
development, implementations and transitioning support to the L1/L2 teams.
● Managing expectations of users and stakeholders, as well as communicating with the users or
stakeholders to guarantee that solutions are fit-for-purpose.
● Serving as the product ambassador, sharing knowledge and answering questions related to the
product.
● Drove operational improvements and efficiencies through the creation and implementation of
rigorous process and controls.
● Proactively managed communications pertaining to technical support, operations, changes, outages,
and issues in a timely, professional manner.
● Helped hire, coordinate training, and develop IT Support Specialists as per requirement from
Client/Project.
● Performed daily, weekly and monthly ticket audits on the technical team, ensuring tickets are routed
correctly and populated following a standardized work detail format.
● Was also responsible for maintenance of several cloud applications like OneLogin, GSuite, Slack,
Box, etc. along with my team.
1. Implements core business processes and assists in process improvement initiatives in order to enhance customer service.
2. Improve productivity and efficiency through development of robust and effective processes & operational best practices keeping an eye to promote cost effectiveness and increased profitability.
3. Partnering with business, IT and suppliers to present and recommend IT solutions aligned to corporate IT strategy and to ensure that IT workloads are planned with appropriate resources.
4. Leading a team that maintain the operational IT integrity of internal IT of the organization.
5. Infrastructure security in liaison with Information Protection teams and auditors to provide evidence of adhesion to the corporate policies and processes to meet compliance testing and reporting needs.
1. Supporting day to day issues on GSuite being a part of Tier 3 Support team.
2. Conducting POCs for any third party application if required.
3. Testing and R&D of new features launched under GSuite.
4. Supporting dev team for automating daily tasks and processes to help optimize the project cost for the client.
1. Involved in Deploying and Planning for Medium and Large Enterprise to Google Cloud (Google Apps).
2. E-Mail Delivery, E-Mail Routing, Spoofing, Phishing, etc.
3. Handling operations after Deployment of Google Apps which includes migration of user Accounts, Mail, Contacts & Calendar from Exchange server to Google Apps using GAMME (G Suite Migration for Microsoft Exchange).
4. Maintaining google apps directory via GADS (Google Active Directory Sync) software.
5. Creation, Deletion & modifications of Google Apps accounts and Groups.
6. Configuring Google Apps in Mobile Devices.
7. Client interaction to gather the correct requirements.
Subscription and Management support for Microsoft Azure
1. The definition and implementation of the support services required to win in the cloud market place.
2. Resolving customer issues including complex technical scenarios integrating several cloud capabilities and scenarios supporting the service such as service availability, quality, outage management, subscription management, correlation of usage and charges, and cost efficient solution architecture.
3. Provide critical product feedback to multiple STB PGs (engineering and operations) and BGs
4. Responsible for support delivery, working with customers to resolve, complex technical customer issues on the Windows Azure Platform.
5. Focus on determining technical support scenarios, supportability asks, support workflow adjustments for Azure Previews (equivalent of Beta in on-Premise); identifying required tools, cloud access, processes or capabilities for support to assess issues.
6. Achieving the CPE team goals, time to resolution or escalation, enabling a response time similar to competitors; maintaining technical skills through completion of ongoing readiness and Platform training; and, in general participating in the creation of future Microsoft support capabilities for the cloud.
SOFT SKILLS
Leadership - handle technically challenging and politically sensitive customer situations
Strong communications skills - Excellent spoken and written English communication skills
Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence
Demonstrable troubleshooting skills
Cross-team collaboration
Logical and Critical thinking
Passion for technology and customer support
Understanding of cloud vs. on premise computing.
Familiarity with fundamentals of cloud computing.
Responsible for purchasing of new equipments, vendor selection and negotiations with the client.
Responsible for maintaining existing, long-term relationships with customers.
Assisting the production manager in generation sales quotation.
Responsible for supervising of raw waste materials.
Co-ordination and maintaining a healthy relation with the raw waste materials suppliers.
Responsible for regular checkups for the proper delivery of the end products.
Having the sound knowledge of PLC, AC Drives, SCADA, HMI, Instrument drawings, data sheets, load calculations, etc.
Responsible for carrying out all kinds of edit, supervision and taking decisions about the PLC programs.
Responsible for supervising maintenance and troubleshooting of AC Drives, PLC, SCADA, HMI and electrical panels.
Checking whether installation and commissioning of new electrical panels is properly done.
Checking whether installation and commissioning of new motors and AC Drives is appropriately performed.
Selecting and specifying motors, panels, starters, ac drives, instruments, transmitters and sensors.
Supervision of all the maintenance jobs in general shift.
Planning and implementing the preventive maintenance for electrical systems.
Training and guiding technicians to ensure optimum efficiency.
Take a round every day in the department/section so as to identify and rectify unsafe condition/act.
Plan for, prioritize and carry out corrective maintenance activities on field instruments, PLCs and unit control systems. Determine required manpower and spare parts required for maintenance works.
Ensure & maintain best housekeeping in the department/section.
Investigate each and every incident occurring in the department/section, and implement remedial measures.
Inspect and maintain all hand tools in the work area.
Deliver, Commission and start up service of new equipment.
Visit to worksites for service, troubleshooting and breakdown maintenance of equipment.
Support in designing of PLC programs according to customer’s requirement.
Evaluating client purchase specifications & drawings.
Designing and preparing all package electrical and instrumentation requirements.
Assists Project head in all his activities.
• B. E. (Electronics and Communication Engineering) with an average of 70%, batch 2009-2013 from Rajiv Gandhi Technical University, Bhopal.
• 12th (AISSCE) with 61.0% from Jawahar Vidya Mandir, Shyamali, Ranchi (CBSE) in 2008.
• 10th (AISSE) with 72.2% from Jawahar Vidya Mandir, Shyamali, Ranchi (CBSE) in 2006.