Proficient in Windows Server administration, including installation, configuration, and maintenance.Strong knowledge of Azure cloud services, including virtual machines, storage, networking, and security.Experience with SCCM for software deployment, patch management, and system updates.Managed and maintained Windows Server environments, including Active Directory, Group Policy, and DNSconfigured and monitored SCCM infrastructure, including site servers, distribution points, and client deployments.Conducted regular system audits, performance monitoring, and troubleshooting to ensure optimal system performance.Designed and implemented software deployment strategies using SCCM, ensuring timely and efficient distribution of applications and updatesManaged patch management processes, including testing, approval, and deployment of security patches and updates.Implemented security best practices in Windows Server and Azure environments, including user access controls, firewall configurations.Conducted regular security audits and vulnerability assessments to identify and mitigate potential risks.Ensured compliance with industry standards and regulations, such as HIPAA or GDPR, by implementing appropriate security controls and monitoring.Maintained accurate documentation of system configurations, procedures, and troubleshooting steps.Generated reports and provided insights on system performance, software deployment status, and compliance metrics using SCCM reporting tools.Collaborated with cross-functional teams, including developers, network engineers, and security analysts, to ensure seamless integration and operation of systemsCommunicated effectively with stakeholders, providing regular updates on system status, project progress, and incident resolution.Assisted end-users with technical issues, providing timely and efficient support.

Experience in effectively managing and prioritizing a high volume of service desk tickets, ensuring timely resolution and customer satisfaction.
Strong organizational skills to maintain accurate documentation, track progress, and meet deadlines.Provide technical support to on-site and remote users of, on shift pattern using SAP ERP system.Proficient in troubleshooting and resolving technical issues related to hardware, software, and network connectivity.Experience with operating systems such as Windows, macOS.Familiarity with productivity software suites, email clients, and web browsers.Knowledge of remote desktop tools and ticketing systemsDemonstrated ability to provide excellent customer service by actively listening to customer concerns and providing timely and effective solutions.Experience in handling customer inquiries, resolving complaints, and managing customer expectations.Strong communication skills, both verbal and written, to effectively communicate technical information to non-technical users.Proficient in incident management processes, including incident logging, prioritization, and resolution.Experience in following incident management best practices, such as adhering to service level agreements (SLAs) and documenting incident resolution stepsProven ability to analyze complex technical issues and identify root causesProficient in documenting incident details, troubleshooting steps, and resolutions in a knowledge base or ticketing systemDemonstrated ability to work effectively in a team environment, collaborating with other service desk analysts, technical teams, and stakeholders.Experience in sharing knowledge and providing mentorship to junior team members.Strong interpersonal skills to build positive relationships with colleagues and stakeholders.Willingness to pursue relevant certifications and participate in training programs to enhance skills and knowledge.

• Build and manage pre and post-sales relationships within assigned accounts. Single point of contact for the account within Microsoft, looking at ways to leverage information and services to help in the customer’s adoption and journey from a cloud perspective.• Identify opportunities within accounts from a product solution and services perspective. Discussing with the customer and engaging the internal account teams on opportunity• As a trusted advisor to my customers, ensuring they are successful in their cloud vision. Review the architecture and processes and advising on areas for improvement.• Present technical and business information regarding Microsoft Azure solutions.• Assisting customers with their Azure project timelines by providing proactive information and guidance from the project conception to completion• Building relationships within various Microsoft departments to help provide a great customerexperience within the accounts. The same relationships are also used to help drive opportunity from a product and services perspective within the assigned accounts. • Proactive monitoring of all critical/Severity A tickets of assigned accounts right from their inception to their closure and thereby ensuring that all critical support tickets opened by the customer are getting the right traction.• Provide Escalation Management Services and act as SPOC for all escalation requests by qualifying, routing and escalating support issues from assigned accounts.• Conduct onboarding sessions for newly assigned accounts to make them understand about the service and offerings.• Conduct Monthly/Quarterly review meetings with assigned accounts.• Collaborated and built relationships with Microsoft GTSC and other support teams.• MRR - Monthly Recurring revenue ARR - Annual Recurring Revenue ACV - Actual Contract Value.

Creating Subscriptions on Windows Azure (Iaas) Trouble Ticket management. Enhanced internal processes for support services involving external/internal customers Providing global remote server technical support/services for physical devices and virtual machines spread across the globe. Executions of planned/unplanned activities, client interaction, maintain SLA for the project, tasks & tickets as per client requirements. Manage and Operate Tier II data center and provisioning activities with stringent SLAs. Troubleshooting critical hardware and software issues and resolve other day-to-day user trouble tickets. Good knowledge and experience in Deploying VMs from Templates and Managing and Troubleshooting the Virtual Machines. Managing/configuring Virtual Networks for internal and VPN connectivity’s. Configuring Point-to-Site per the customer requirements Managing and troubleshooting of Azure VM’s for connectivity issues. Extensive hands-on on virtualization technology predominantly on SCVMM 2012 –X Hyper – V 2012R2, 2012. Configuring and managing Hyper V Clusters through SCVMM. Co-coordinating with vendor (HP & DELL) for hardware replacements Administering/Maintaining Virtual machines using Hyper-V / SCVMM 2012 Deploy / Configure / Troubleshoot VMs running in Hyper-V clusters Converting Physical Machine to Virtual Machine using System Center Virtual Machine Manager 2008 / R2. Level 1 & 2 support for Escalated Critical GD Lab/IT operations involving complex troubleshooting and closure. Hands on experience on Configuring, Administration and troubleshooting of virtual infrastructure using SCVMM Expertise on Creating virtual machines, install operating systems inside VM’s and install tools and configure these VM’s based on customer requirements. Performing Cloning, Cold Migrations and Live Migrations and working with Snapshots. Configuring virtual networks for Management, Storage and Live Migration

• Engineer role for any kind of High/Critical issue on 24X7 support for all 1800 Windows servers (Windows server 2000, 2003, 2008), • Responsible for Managing Active Directory environment.• Responsible and Single Point of contact for all backup issue (Commvault) from Windows team • Responsible for Patch Management and Deployment on All Servers in USA Region• System maintenance for System Management Tool (CA ITCM) • System maintenance for Monitoring (Scom and eHealth)• Provide on call support for Windows Server Duty Phone Calls • Responsible and Single Point of contact for all critical Messaging Server Hardware and Operating system administration from server support team.• Monitoring servers for Firmware and Driver upgrades. • Coordinating with Other Teams for troubleshooting technical issues. • Resolving Sev1/2/3/4 issues and ensure 100% SLA• involved in Maintaining and tracking of all hardware and software assets as a part of IT-Logistics team and ensuring software compliance. • Part of proactive-Team, to restrict possible faults of known issues and providing permanent fix• Part of SRT (Service Restoration Team) and represent Team in any outages and also would ensure proper Root Cause Analysis is found • Ability to work independently and escalate to right teams for service restoration. • Maintaining the IT infrastructure run smooth by performing the checklist and the SRT queue.• Resolution of Service Requests (SR) executed through BMC patrol in Remedy, change management.

• Providing both Voice and Non-Voice based support. • Handling inbound queries for customer on issues regarding their Mobile Network• Performing detailed case analysis. Escalating issues to Tier2 support. • Assisting the customers with activation of the New Mobiles. Gathering additional information about reported issues• Assisting the customers with installation and basic questions. • Ensured quality standards were met and exceeded. • Migrated the line rental of telecom service • Coaching staff to achieve and exceed KPI's and sales targets• Analyze intraday performance reports to ensure that calls are answered in a timely fashion• Introduced GROW model action plans to centre• Motivate and inspire CSE’s to achieve goals• Was awarded the best performed during 2008-09 for the highest revenue generation• Became a point of reference for other team members due to my experience level• Introduced a fun, people focused way of managing• Implemented coaching structure of 2 sessions per month