Aug 2024 – Present · 1 yr 9 mos · Delhi

• I was a skilled and hardworking Technical Lead, Operations, but my previous employer was forced to lay off all employees. While this period was unplanned and unexpected, I put the time to good use and am ready to get back to the workforce.

Jul 2022 – Jul 2024 · 2 yrs · Delhi, India · Remote

• As an IT Operations Lead, I managed multiple customers by leveraging Summit AI modules and demonstrated expertise in tools such as SolarWinds, JIRA, and ManageEngine. I successfully implemented integrations, including ticket generation, server/network notifications, and the integration of Zabbix and Microsoft Teams with the Summit AI platform. My responsibilities encompassed resolving technical issues, overseeing team performance, and understanding product requirements. I collaborated with the Summit AI team to address both cloud-related and on-premises challenges, conducted training sessions, and created knowledge transfer documents on various technical topics. Additionally, I specialized in delivering L3 support, including Infrastructure, API payloads and orchestration, ensuring customer requirements were met effectively and efficiently.

Jun 2019 – Nov 2021 · 2 yrs 5 mos · Delhi Area, India · On-site

• Handled L2 and L3 technical issues, identified root causes, and managed support tickets. Served as a solution architect for implementations, gaining hands-on experience in ITAM and ITSM modules while managing cloud and Azure server issues.
• Escalated unresolved customer issues to development with detailed descriptions and traces.
• Troubleshoot customer-reported application issues and provided technical support to ensure proper product functionality.
• Managed outage notifications for planned or unplanned service interruptions.
• Handled P1/P2 incidents, collaborating with teams (Wintel/VMware/DB/UA/Security), and prepared RCA.
• Escalated issues to product development and tracked them to closure.
• Managed and resolved incidents, ensuring SLA compliance, and assisted team members.
• Monitored performance using Stackify.
• Provided proactive and reactive support for production and other environments.
• Responsible for baselining current state of key processes, tool gaps and formulating a plan to move us up the maturity curve. Key responsibilities include
• Oversees the architecting and delivery of end-to-end automated solutions which includes technical implementation of ITSM and ITIL processes, workflow customization, ticketing, process automation, report development and dashboard creation
• Created and maintained technical documentation and user-guides.

Jan 2018 – May 2019 · 1 yr 4 mos · Gurgaon, Haryana, India · On-site

• Worked with Air Vistara as a third-party representative for Anemoi Technologies.
• Experienced in ITSM/ITAM product lines and IT operations, with hands-on expertise in asset, incident, problem, change, and service management, as well as CMDB. Managed related queries, workflows, configurations, customizations, and Izenda BI reports.

Nov 2016 – Sep 2017 · 10 mos · New Delhi Area, India · On-site

• Executed technical implementations for approximately 35 clients in ITAM and ITSM modules.
• Possessed extensive knowledge of Service Management processes and Asset Management practices.
• Deployed On-Premise solutions under the ITIL framework.
• Managed project execution, ensuring adherence to schedules and creating detailed technical design documents.
• Collaborated with QA and Development teams, taking ownership of technical issues.
• Provided integration and migration consulting for ITIL Web Application Suite and database components.
• Served as 1st and 2nd line support for web and database application incidents, escalating issues as needed.
• Delivered customer and internal training sessions, identified product bugs, and conducted regular build upgrade activities.
• Achieved a 15% reduction in system response time through software optimizations using Python and Machine Learning.

Apr 2014 – Oct 2016 · 2 yrs 6 mos · New Delhi Area, India · On-site

• Worked as an Implementation Engineer at Symphony AI with 2 years of hands-on experience in product implementation across Asset Management, Availability Management, Service Management, and Knowledge Management. Collaborated with clients from various sectors, including automobile, aviation, consulting, banking, and infrastructure development.

Nov 2012 – Apr 2014 · 1 yr 5 mos · New Delhi Area, India · On-site

• As a Senior System Administrator, I managed the MCA 21 project for the Ministry of Corporate Affairs across India, leading a team of 65 engineers, including RE and SPOC roles. We provided hardware and application support based on SLA at 26 locations nationwide. My role involved managing multiple projects and delivering core technical support for technologies such as Windows Server 2008, VMware, SCCM, Active Directory, and backup solutions, while also overseeing additional customer accounts.

Apr 2011 – Nov 2012 · 1 yr 7 mos · New Delhi · On-site

• Worked with DLF as a third-party representative for Akal Information System, managing OS and software installations, antivirus updates, and hardware troubleshooting. Oversaw network device management and backups for PCs, servers, and SQL 2005, while administering domain controllers and managing user accounts and permissions. Configured applications and network components, including Outlook, Lotus Notes, SonicWall devices, VLANs, WAN, DNS, and DHCP. Provided technical support, managed a helpdesk, and configured firewalls, GPO, FTP, and VPNs. Offered remote support for queries and handled the installation, configuration, and troubleshooting of Web Servers (IIS 6.0 & 7.0), Active Directory Domain Controllers, DNS, DHCP servers, and SCCM 2012 and DPM 2012. While also overseeing additional customer accounts.

Mar 2009 – Aug 2010 · 1 yr 5 mos · Gurgaon, India · On-site

• As a Sr. System Administrator at Avantha Power Limited and BILT Ltd., I managed daily IT operations, addressing application issues, server problems, and network monitoring. I oversaw DNS and DHCP servers, configured Windows Firewall, and managed McAfee EPO for updates. I ensured data security on the FTP Server, worked with Exchange Server 2007, and optimized its performance. I installed and troubleshot IIS 6.0 and managed the organization's mailing system with Postmaster IQuinox. Additionally, I handled Active Directory, and WSUS for updates, and administered MS-SQL databases. I provided remote support, maintained various servers, and conducted backups and restorations using DLTapes.

Apr 2008 – Mar 2009 · 11 mos · Gurgaon, India · On-site

• As an FMS Engineer at Airworks Ltd., I managed daily IT operations, addressing application issues, server management, and network monitoring. I installed and configured Windows 2003 Std. Server, including DNS, DHCP, and Active Directory, and configured email in Outlook. I performed backups with Symantec Backup Exec, built and troubleshot PC hardware, and configured software like PTC and AutoCAD. I provided technical support, managed a help desk, and maintained network configurations. Additionally, I created user accounts, resolved patch issues, troubleshot Blackberry devices, and offered remote support to branches across India.

Jun 2007 – Feb 2008 · 8 mos · Gurugram, Haryana, India · On-site

• As a Desktop Engineer at Genpact India Ltd, I managed IT asset movements and performed software installations based on logged tickets. I installed and configured various Windows versions and Office 2000, troubleshot Microsoft Outlook, and contributed to the Safe Boot Project. I worked with Dell Desktop PCs and used Cadre-7.0 for IT ticket logging. Additionally, I configured Citrix software, and Avaya Supervisors, and handled service requests while coordinating with various teams for network troubleshooting, and I knew Active Directory and DHCP.

Aug 2003 – Jun 2007 · 3 yrs 10 mos · Delhi, India · On-site

• Managed DSL implementations and maintained Siemens/UT/ERICSSON DSLAM with ERX. Created virtual routers for Metro Ethernet VPN and configured VPNs over Ethernet and ATM. Installed and repaired DSL networks for simultaneous voice and data services. Configured modems, routers, and Wi-Fi routers for broadband connections while ensuring SLA compliance for customer applications and providing backend support to field engineers.