● Provided technical support for Microsoft business applications, Windows, macOS, and peripheral devices, ensuring smooth functionality across desktop environments.● Managed break/fix support for all production ITS systems, working to resolve hardware and software issues promptly and efficiently.● Maintained open communication with business users and ITS team members to update and resolve cases, fostering collaboration and transparency.● Authored and maintained technical… Show more ● Provided technical support for Microsoft business applications, Windows, macOS, and peripheral devices, ensuring smooth functionality across desktop environments.● Managed break/fix support for all production ITS systems, working to resolve hardware and software issues promptly and efficiently.● Maintained open communication with business users and ITS team members to update and resolve cases, fostering collaboration and transparency.● Authored and maintained technical documentation for system support models and common issue resolutions, enriching the ITS Knowledge Base for self-service reference.● Proactively identified methods to reduce support calls and minimize system interruptions, contributing to improved IT service reliability.● Handled the administration, maintenance, and third-level support of back-end global ITS systems to ensure operational stability and security.● Built and configured new systems according to ITS standards, assisting with system deployment and ensuring compliance with hardware and software protocols.● Recommended and implemented innovative, automated approaches to streamline system administration tasks.● Participated in System deployment projects, gaining a comprehensive understanding of new and upgraded systems to maintain seamless support.● Managed customer communications, keeping them informed of ticket progress and notifying them of potential changes based on SLAs.● Executed quick-fix resolutions such as password resets and Active Directory modifications to provide swift assistance.● Escalated unresolved cases following established procedures, ensuring proper support escalation as needed.● Provided on-site support at maintaining flexibility in service delivery. Show less

My primary duties included testing hardware configurations; troubleshooting hardware failures; performing system data recoveries; and monitoring and verifying hardware, server resources, processes, systems, application logs, and task schedules. I diagnosed, designed, and upgraded enterprise and desktop technologies and configurations, as well as performed virtualization, storage, and server management functions. I resolved clients related software and hardware concerns through research and… Show more My primary duties included testing hardware configurations; troubleshooting hardware failures; performing system data recoveries; and monitoring and verifying hardware, server resources, processes, systems, application logs, and task schedules. I diagnosed, designed, and upgraded enterprise and desktop technologies and configurations, as well as performed virtualization, storage, and server management functions. I resolved clients related software and hardware concerns through research and problem solving. I worked on client issues via incident/trouble tickets. I developed and executed migration plans between various storage systems. I automated tasks using scripting language such as Python or Bash. I handled backups at all classification levels. I also established and maintained user accounts, profiles, file sharing, access privileges, and security. Additionally, I installed, modified, and maintained lab systems, network elements, and utility software on virtualized servers.A few highlights:* Spearheaded the deployment of V9000 and successfully coordinated the support model* Due to exceptional communication skills and work performance, recipient of Outstanding Award in Client Support.* Created in-depth procedures, programs, and documentations for troubleshooting and restoring host data, operating systems, and applications. Show less

Implemented and managed secure CI/CD pipelines to streamline software delivery processes, ensuring adherence to DevSecOps principles. Developed and maintained Unix shell scripts to automate routine tasks and improve operational efficiency. Led training sessions on enterprise tools and best practices, fostering knowledge sharing and collaboration across teams. Collaborated with project teams and external partners to ensure project integrity and successful product delivery. Prioritized safety and… Show more Implemented and managed secure CI/CD pipelines to streamline software delivery processes, ensuring adherence to DevSecOps principles. Developed and maintained Unix shell scripts to automate routine tasks and improve operational efficiency. Led training sessions on enterprise tools and best practices, fostering knowledge sharing and collaboration across teams. Collaborated with project teams and external partners to ensure project integrity and successful product delivery. Prioritized safety and security in all aspects of work, consistently adhering to industry best practices and standards. Wrote and executed test plans on IBM Blade Center to verify the compatibility of new components. Defined, evaluated, and developed required automated test tools. Derived regression test strategy and performed regression tests, including designing and implementing testing automation in an agile team. Installed and set up various IBM Blade Centers with different storage components. Worked with developers to resolve defects in the testing cycle. Configured network routers and switches. Configured testing environments (setting up Windows or Linux VMs, basic database administration, etc.). Created and edited JAVA, XML, C/C++ and BAT scripts. Provided verbal and written communication to management on project status. Show less