Sep 2010 – Mar 2013 · 2 yrs 6 mos · Gurugram, Haryana, India · On-site

• As an experienced professional in Infrastructure and Engineering (R&D) for Windows and the cloud, I am currently a valuable member of the global Engineering team at Orange Business Services. Our team plays a critical role in ensuring the conception, Design, development, and support of the "Solutions and Services" or "Cloud Platforms" delivered by Orange Cloud for Business (OCB) to customers across the globe.
• Based in the India MSC, I contribute significantly to various IT infrastructure components such as Systems, Backup, Virtualization, Databases & Server Automation. My critical missions in this role include the following:
• Presales Support: I work closely with our sales teams to help qualify new demands or customer-specific solutions. I provide solution principles, cost estimates, planning, and risk assumptions to help our sales teams close deals successfully.
• Think & Design: I am involved in the Design and industrialization of solutions and components, ensuring the validation of the architecture of customer platforms. I collaborate with cross-functional teams to create innovative solutions that meet the unique needs of our customers.
• Build & Integration: I am responsible for developing solutions and components, ensuring that knowledge transfer and implementation support are provided to the relevant stakeholders.
• Solution Proof of Concept: I help develop solution proof of concept (PoC) to ensure the successful delivery of our solutions.
• Run: I oversee the lifecycle management of solutions and components, including release management, vulnerability management, patch management, and knowledge management. I am responsible for providing level 3 incident and problem management support to ensure the seamless functioning of our solutions.
• As an experienced professional in IT infrastructure, I am committed to delivering innovative solutions that help our customers achieve their goals.

Oct 2008 – Sep 2010 · 1 yr 11 mos · Noida, Uttar Pradesh, India

• WINTEL Consultant
• Remote server support and administration for Server build and application configuration.
• Provides in-depth diagnosis for operating systems software/hardware failures and develops solutions.
• Conducts system analysis, configuration management and develops improvements for system software performance, availability and reliability.
• Root cause and failure analysis to resolve systems problem.
• Configuration of Server 2000/ 2003/ 2008
• Troubleshoot complex issues quickly and effectively.
• System administration, problem determination/resolution of infrastructure servers.
• Microsoft Windows Server 2003/2008 administration experience

Jul 2006 – Oct 2008 · 2 yrs 3 mos · Delhi, India · On-site

• Windows Application QA Lead
• Remote server support and administration for Server build and application configuration.
• Provides in-depth diagnosis for operating systems software/hardware failures and develops solutions.
• Conducts system analysis, configuration management and develops improvements for system software performance, availability and reliability.
• Root cause and failure analysis to resolve systems problem.
• Configuration of Server 2000/ 2003/ 2008
• Troubleshoot complex issues quickly and effectively.
• System administration, problem determination/resolution of infrastructure servers.
• Microsoft Windows Server 2003/2008 administration experience

Nov 2005 – Jul 2006 · 8 mos · Bengaluru, Karnataka, India

• Microsoft Global Solution Center
• Responsibilities:
• Solutions for technically complex or politically hot customer issues:
• Use trace analysis, and other sophisticated tools to analyze problems and develop solutions to meet customer need
• Communicate issue status to customers via telephone, written correspondence, or electronic service in a timely fashion
• Provide written documentation for all new issue types in a timely fashion
• Support of Critical Situations
• Drive successful Critical Situation issues from a technical perspective
• Assist in providing status updates at all levels of customer management
• Collaborate with Onsite Engineers, Engineers at other locations and other Microsoft groups such as Premier and Field Engineers to provide solution
• Be prepared to provide ROSS onsite support regarding mission critical problems experienced with the supported technology within your team
• Support Engineering collaboration
• Receive escalated issues or collaborate on issues until completely resolved
• Mentor and develop Support Engineering staff
• Product Group collaboration
• Engage Product Group when technical knowledge does not exist in support organization using the RFC process

Mar 2004 – Aug 2005 · 1 yr 5 mos · Gurugram, Haryana, India

• Microsoft Enterprise Platform Support - Windows Server Performance Expert
• The Enterprise Platforms Support team provides high-end technical support to system/network administrators working on Windows Server 2003\2008\2008 R2\2012, along with Windows Client Operating Systems such as Windows 7 and Windows 8. Issues that an engineer would troubleshoot consist of server down-no boot-hang situations, complex active directory replication, kernel memory leaks, IPSEC configuration, DNS, VPN/RADIUS, WSUS and server products such as ISA, SCCM/MOM/SCOM. Our engineers engage with customers to understand their technical environment, use trace analysis, source code review, and other debugging tools to analyze the problem and arrive at a solution. This includes working with the product development group to fix bugs or design change requests.