Bachelor\'s Degree in Information Technology

Advanced Diploma in Computer Support Systems

Service Desk Analyst

• Act as single point of contact for IT issues and questions for multiple clients. • Answering and logging Phone calls and Emails using SDP (service desk plus), footprints, Remedy tools following ITIL standards. • Diagnose, analyze, troubleshoot and resolve desktop infrastructure issues including software, computers, laptops, printers, mobile devices/cell phones while achieving service level agreements (SLA\'s) and ensuring customer satisfaction • Imaging computers, installing and uninstalling software. • Pushing updates and software for users on windows computers using SCCM, N-Central. • Group Policies updates on user’s windows desktops and laptops, manually update group policies to reflect immediate changes. • Support end users in their use of Operating Systems and applications such as Windows 7, Windows 10, MAC, Outlook 2010/2016/365, Ms. Office 7/12/2016/ Office 365, VPN, RSA, Citrix Server/Client, and MDM, Polycom / Cisco Phones. • Managed users via Active Directory for basic account lock/unlock, adding users to different groups and distribution lists. • Setup Video conferencing for users via Skype for business, WebEx and Join Me. Ploycom conference, lifesize. • Provided support for Windows Desktop/laptops, install/uninstall software, device drivers, printer setup, MS office setup, Upgrading/installing windows OS, installation of automatic and manual Windows updates and patches. • Escalation of unresolved issues to the appropriate team in timely manner • Dispatching and tracking field support analysts were needed • Providing Training on software and hardware usages to user and new hires. • Provided assistance to Network Admin team with Cisco switches and routers when needed.

Operations Analyst

• Maintenance on Citrix Farms, Netscalars, delivery Controllers and Application servers. • Supported ZeroSpam, TrendMicro, Symantec, Barracuda and other spam filters. • Provided support for Oracle Opera interfaces • Maintenance of Cloud services including Microsoft Azure, Virtual machines, Office 365 and Microsoft Team. • Troubleshooting issues with Citrix and Vmware VDI virtual desktop technologies. • Administration of Active Directory with managing users, groups and distribution lists. Creating/managing user accounts. Management of Active Directory security groups. • Followed ITIL and Industry standards to meet business requirements. • Ensured Incidents and Service requests are being handled within given SLAs. • Setting emails accounts, managing Distribution lists and mailbox/Calendar permissions. • Windows desktops and laptop management using SCCM for automated /Silent software installations, windows update installations, patch management. • Cisco Meraki devices management and administration • Engaging and working with Vendors and support engineers.

System Administrator

• Supported enterprise accounts for multiple clients. • Managed large, complex environments with hundreds of servers across multiple datacenters. • Configuration and Management of the O365 Administration, security and compliance and troubleshoot issue. • Configured and managed the DLP (Data Loss Prevention) on O365, Sharepoint sites for enterprise accounts. • Azure AD, resources and compute management and troubleshooting the arising problems with the cloud technology. • Set up AD Sync for Azure AD and O365 accounts. • Administered VMware Vcenter, virtual machines, hypervisors clusters and Nutanix. • Implementation and maintenance of VMware/ESXi. • Deploying VM with customization and Templates. Created VM clones from both Live and Off VMs. • Installing Vmware patches while maintaining the uptime by Vmoitioning the VM to other hosts. • Configuration and Administration of the Backup solutions including Veeam, CommVault solutions. • Deployed and Managed Virtual Desktop technologies including Citrix and VDI (Horizon) in enterprise infrastructure. • Produced, maintained, and improved documentation on various internal processes, OS standards, and refresh cycle schedules. • Deployed applications and windows updates to end user devices and servers using SCCM and N-able. • Troubleshoot issues with MS SQL, application/Databases. • Participated in hardware reduction cost projects by providing server virtualization technology. Provided detailed updates and plans to meet project deliverables. • Execute pre-planned system and network changes. Monitor inflight changes being completed by third parties and other staff members. Perform health checks as required. • Understanding of various storage technologies like SAN, NAS. • Analyze service incidents and problems, identify risks, provide recommendations, and implement solution. • Provided technical training to team and assist with assessing severity of incidents. • Setting up Group Policies as per client’s recommendations and requirements. • Follow ITSM policies, procedures and ITIL best practices. • Demonstrated ability to work with customers in a wide variety of stressful situations.

Encore Award

Encore Award

Encore Award