• Research and identify solutions to software and hardware issues • Diagnose and troubleshoot technical issues, including account setup and network configuration • Ask customers targeted questions to quickly understand the root of the problem • Track computer system issues through to resolution, within agreed time limits • Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue • Properly escalate unresolved issues to appropriate internal teams (e.g • Software developers) • Provide prompt and accurate feedback to customers • Refer to internal database or external resources to provide accurate tech solutions • Ensure all issues are properly logged • Prioritize and manage several open issues at one time • Follow up with clients to ensure their IT systems are fully functional after troubleshooting • Prepare accurate and timely reports • 2016 R2 Server level Management knowledge • VM Management
SENIOR SYSTEM ADMINISTRATOR 10/2015 to 04/2019 Planet Infinite Ideas - India Kerala | Palakkad • Implemented company policies, technical procedures and standards for preserving integrity and security of data, reports and access. • Monitored network performance and provided network performance statistical reports for both real-time and historical measurements. • Coordinated with systems partners to finalize designs and confirm requirements. • Managed firewall, network monitoring and server monitoring both on- and off-site. • Trained junior members of IT team regarding network security and troubleshooting of data circuits. • Recommended network security standards and upgrades to management. • Advocated for aggressive testing and problem analysis for server, desktop and IT infrastructure work. • Diagnosed and troubleshooted UNIX and Windows processing problems and applied solutions to increase company efficiency. • Implemented, developed and tested installation and update of file servers, print servers and application servers in all departments. • Responded to incidents quickly, troubleshot problems and corrected faults. • Provided remote troubleshooting and support for users. • Administered system controls, databases and networks. • Kept computer systems operating at optimal performance levels. • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation. • Implemented and managed wireless devices, multi-site network infrastructure, business intelligence development and implementation.
• Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation and comprehensive support. • Led server infrastructure development, quality assurance, staging and production systems. • Established network specifications and analysed workflow, access, information and security requirements. • Implemented corrective plans of action for network performance issues including availability, utilization, and latency. • Worked with users to determine areas of technology in need of improved usability. • Resolved issues and escalated problems with knowledgeable support and quality service. • Implemented, developed and tested installation and update of file servers, print servers and application servers in all departments. • Provided client support on system operation and troubleshooting. • Maintained and administered computer networks and environments, including computer hardware, software and applications. • Boosted information sharing by enhancing interfaces between computer systems. • Planned and conceived computer systems using information engineering, data modelling and structured analysis.