I am working with Kaseya Software India Private Limited over 12 years and has excellent exposure with various verticals. A remote administration using Kaseya Software made great learning towards innovative ideas to excel my carrier in IT infrastructure.Roles and Responsibilities:• Handling Team & getting assigned task executed on time to maintain SLA.• Handling Patch, Software deployment, H/W & S/W inventory reports Management through Kaseya• Monitoring critical Server & Services through Kaseya Server using alert mails.• Root Cause Analysis (RCA) of server Blue screen error/unexpected reboot using crash dump analyzing tool.• Daily server health checks activities & prepare the various reports. • Experience in Acronis and Shadow Product Backup.• Escalating the issues to customer via E-mail & voice mail and Skype.• Ticketing Remediation on Customer servers / Workstations on SLA base.• Remotely Trouble shooting windows Servers / Workstations/ Virtual Machine issues.• Patch management: Administration on Patch Management includes patch installation, scheduling of patch as per customer requirement.• Designing the policy for Patch Management according to Servers, workstations by classification(Critical, High, Important, Low) and products Reports preparing for Patch Management.• Patch deployments on servers and workstations for Microsoft operating systems and applications.• Extensive hands on troubleshooting and fixing the Installation issues of Microsoft patches.• Worked on tools like DRAC, HP ILO for efficient server management.• Troubleshooting on Server Monitoring related issues with MS counters and services like SQL, Exchange, etc.,.

Roles and Responsibilities:• Transforms client business needs into the requirements for customization and configuration of the products.• Implementation services: On-site and remote support, configuration, network connectivity and testing of services• Conduct customer and partner training and workshops.• Provide technical input to Statements of Work, RFPs and contracts.• Very Good knowledge across all the features of Kaseya IT Automation tool• Good Exposure on building ITIL process Service Desk on Incident, Problem and Change Management using Kaseya IT Automation Service Desk

Roles and Responsibilities:• Handle tickets that have been escalated by Support Engineer (Level 1).• Troubleshoot issues and may need to take remote control of customer machines in order to investigate.• Escalate ticket to specialist or development team (if and when required) and provide investigation details in the tickets. Notification that the ticket is being escalated to a specialist.• Provide inputs to KB article.• Review Support Engineer (Level 1) tickets if required.• Mentor Support Engineers.• Manage the shift in case of any absence, sev 1 issue etc.• Attend weekly customer support call.• Provide phone support for customers under emergency situation.• Provide training to new joiners.• Monitor shift floor and process compliance Oversee the day-to-day operations to ensure that the team meets its quality, productivity and turnaround time SLA objectives.• Mentor and motivate the teams to achieve performance goals quickly and independently become an expert on company standards, procedures, tools, etc.

Customer Support Operations:• Tier2 level troubleshooting on Customer VSA servers.• Troubleshooting on Monitoring Alerts, Backup, Patch Management, Endpoint Security Software and Remote Control issues.• Remote Support to the Customer servers using remote tools such as K-VNC, Win-VNC and Vconnect session.NOC Operations:• Serve as primary owner for all server issues and alerts that would get triggered from the Managed Machines• Perform systems troubleshooting and management and close the Tickets with in defined SLA as per Process.• Continue to learn and update internal knowledge base of new support solutions

Roles and Responsibilities:• Installation & configuration of Digital Video Recorders, Attendance & Access Control Systems.• Stock maintenance and resource planning for servicing.• Assembling and servicing of security products.• Training the new comers and assist the team in critical situation.• Install and support hardware and software upgrades.• Maintenance of all Pentium systems and Configuration of TCP/IP.• System assembling and installation of all windows Operating systems.• Experience in Troubleshooting Network, Hardware and Software issues. • Maintaining the inventory.

• Testing, Installation & configuration of Digital Video Recorders, Attendance, Access Control Systems, other security and surveillance products.• Train the dealers and assist them in critical situation. • Assembling and service the security & surveillance accessories and products.• Demo the new products for dealers and important clients.

Interact with dealers for stocks, new orders, training their support team and assist them in critical situation.

Take care of the service team, training the new comers, handle the irate customers, and service resource planning.

Interact with the customer and solve their issue in telecommunication products (Phone, EPABX).

Order follow up and confirmation for Industrial servo stabilizer and computers. Payment collection and follow up.

Interact with customer to sell and generate leads for telecom products.