• Managing alerts generated by monitoring tools to promptly address any detected issues or abnormalities or user reported issues & incidents, minimizing downtime, and optimizing performance.• Actively monitoring the servers, website & URLs through multiple monitoring tools like Spotlight, SiteScope, Alert site, MOSO, Event Sentry, Nagios, VMinfo,MSIT, Octopus & multiple reporting tools.• Generating reports from monitoring tools to provide insights into server and website performance trends, enabling proactive decision-making and optimization strategies.• In case of an outage of any critical client systems, Applications or multiple users are affected, then we send a communication to the client and update it in ITSS Page where clients can get the updates of affected system outage. In this process individually we must take the responsibility to fix the issue on timely manner or provide the updates to the client.• Overseeing the commissioning/decommissioning of servers, websites, and URLs.• Receive alerts from Microsoft365 Defender Security Tool and act accordingly in afterhours.• Knowledge and hands-on experience with AWS services such as AWS EC2, S3, EBS, ELB, IAM, CloudWatch & Cloud Formation. • Creating and managing EC2 Instances, IAM users/groups, and roles as per business requirements.• Identifying and stopping/Termination unused resources or change instance type too small to save cost.• Infra Provision & Termination through AWS Cloud Formation Template.• Monitoring AWS resources through CloudWatch Dashboard and optimizing service costs.• Working on PowerShell script to perform automated monitoring or AWS basic task.• Working with SQL server query to perform daily task. • Working on IIS server for app pool reset or logs checking.• Monitor the Control M jobs & CM Loads and act on failure.• Maintain accurate records of incidents, solutions and changes in the production.• Create and update support documentation, knowledge base articles, and SOP.

• Provided IT support to end-users via mail, calls, and ticketing tools.• Monitored web servers and providing IT assistance for applications, hardware, and software.• Expertise in handling mailing clients, network printers, and Cisco IP Phones.• Configured and troubleshooting Xen Desktop and managing database access.• Provided remote support and participating in team activities and projects.• Implemented a comprehensive IT support system that resulted in a 30% decrease in average ticket resolution time, enhancing end-user satisfaction and productivity.• Managed daily incidents, prioritized tickets, and achieved SLAs consistently.• Successfully reset domain accounts and provided IT assistance for various applications.• Installing and troubleshooting of network and local printer and Cisco IP Phones• Working on SR for user id, application & access creation & deletion and managing database.• Mail configuration on Mobile through MDM and VPN setup & configuration.• Participates in Activities, Committees and Projects and on Teams and Department Staff Meetings.• Managing Shifts & any Escalation Individually

• Configured and troubleshooted Lotus Notes, Outlook, and Blackberry Mail exchange.• Provided technical support for hardware, operating systems, and network peripherals.• Logged tickets for hardware issues and managed laptop/desktop configurations.• Responded to technical support requests via calls, emails, and personnel inquiries.• Implemented basic security measures and managed asset inventory.• Facilitated video conferencing calls and resolved VPN and internet connectivity issues.• Participated in activities, committees, and projects to enhance technical support services.• Working knowledge in Ticketing tools like Remedy, Co-desk, Maximo, MaxIT.• Follow-up with other groups to resolve the problems and escalate as per escalation matrix.• Responds to telephone calls, emails, and personnel requests for technical support.