Jun 2019 – May 2022 · 2 yrs 11 mos

• Defining and managing service level agreements with customers.
• Managing projects by creating timelines, adhering to budgets, and assigning staff members.
• Reviewing both tactical and longer-term metrics for teams and handling performance that is outside of the defined thresholds.
• Communicating department goals and procedures to team members.
• Ensures that team to follows best practices and maintains operational requirements
• Working closely with backend support techies throughout each work day to fix ongoing issues in IT Operations.
• Working with the teams to develop problem management and service improvement plans.
• Maintains all documentations , Infrastruture changes, and reviewing of IT Operations progress.
• Providing assessments, and pitches IT equipment and service packages during meetings.
• Coordinating troubleshoot, support, and service for equipment and networks when necessary.
• Attending workshops / industry events and trade exhibitions to learn about cutting edge product releases and news.

Dec 2017 – Jun 2019 · 1 yr 6 mos

• Managing infrastructure support / Enterprise Workplace of one of our client. Monitoring 25 thousands enterprise users account of APACT,EMEA and latin america region.
• Focal point for all IT Infrastructure compute services for Internal and External clients.
• Involving the technical channel partners and aligning backend team to produce better outcome in delivery services.
• Solid understanding on Enterprise network setup and Data Center components. Resolving various issues coming from Network , Security, Backup & Restore, Active Directory database and Microsoft cloud platform.
• Managing third party IT vendors (e.g. ISP, Regional Local IT technicians of East Asia).
• Working with Customer to establish a good environment and helping them to complete the project delivery.
• Creating and sharing solution based documents on new technologies that have implemented, such as Microsoft teams, OneDrive, Microsoft Intune, Zscaler, Blue jeans, AT&T Network setup.
• Managing Cloud based applications of users (e.g. Office 365, AT&T , Blue Jeans, Microsoft Teams, Microsoft Intune )
• Managing team of 9 resources for support East n North Asia's business users.
• Working closely with Onsite support to fix daily reported issues of end users across East and North Asia.
• Working with 3rd party vendors, Service Review, Technical hiring Interviews etc.
• In-depth Technical Experience
• Microsoft Active Directory :- AD replication, Kerberos/NTLM, ADFS , Sites , GPOs, IIS, DHCP and DNS managment
• Microsoft SCCM 2013 :- Monitoring Primary and Secondary DP , Patch Distribution.
• O365 Suite :- Office 365, Dynamic 365, Shared mailbox, Distribution List , OneDrive, Yammer , Planner
• IBM Lotus Notes :- Configuration, Replication, Setting for Location documents and Offline replica
• Networks :- Layer 3 Switches configuration, VLAN creation, Port Shut/Unshut, IP blockage, Enabling Routing
• Security : Configuration of UTM firewall, Setting up policy rules, VPN site to site .

Apr 2015 – Apr 2017 · 2 yrs · Kuala Lumpur, Malaysia

• Monitoring production systems, resolves issues proactively , escalating to senior support members , if needed.
• Providing infrastructural support on various platform technologies (Active Directory, Exchange server 2007/2012, Event Auditing, FTP/DFS, DNS , DHCP etc)
• Install Administer and update Windows servers.
• Work with engineering teams to qualify, stage and deploy releases to Production.
• Tactical Management and contribution to team projects, including prioritization and multi-task assignments.
• Citrix Application server administration and support
• Other Specialities:-
• Microsoft Windows Server platform
• Microsoft Windows Desktop platform
• Microsoft Office platform
• Microsoft Azure (IaaS)
• Microsoft Active Directory
• Server Virtualisation (VMWare ESX, MS Hyper-V)
• Microsoft Lync

Oct 2015 – Apr 2016 · 6 mos · Noida Area, India

• Working on Network devices such as Router Modems, Range Exteders, Repeaters.
• Analysis the fault, dealing with various ISP's such as Time Warner,At&t etc.

Jul 2013 – Oct 2014 · 1 yr 3 mos · New Delhi Area, India

• Supporting Windows OS (XP, win7,win8,win8.1).
• Installing and managing Windows OS.
• Improving system performance
• Troubleshooting various issue like
• System Restore,BSOD,WiFi,Ethernet,
• Provided Technical training to new resources.