• Developed and implemented IT risk management policies to protect organization's systems and data.• Assessed risks, ensured regulatory compliance, and collaborated with departments to enhance IT risk management framework.

Provides technical support and advice to users across multiple locations, platforms and technologies and guides the activities of technical support staff responsible for the operational maintenance and monitoring of service levels of the organisation’s ICT environment, ensuring compliance with Service Management policies and procedures.

First point of contact for IT and T related issues providing assistance end user over phone, email or using remote desktop tools as required.• Troubleshoot and support remote users using VPN connections.• Manage, maintain, configure and support a variety of systems and associated applications for Volkswagen Group Australia.• Provision service requests within stipulated time-frame in-line with set SLA obligations.• Provide level 1/2 network and server support for VGA IT & T infrastructure.• Provide level 1/2 application support for various business applications like SAP, BASWARE, Cognos,etc• Troubleshoot and resolve level 1/2 network related issues.• Configure new ports by coordinating with third party vendors and perform patching/repair activities• Maintain inventory for IT & T hardware and peripherals• Escalate & Coordinate with third party vendors such as Upstream, Dell in resolving various ongoing issues with printers, laptops, Building Access systems, PABX’s, AV, etc.• Maintain SOE for employee computers and evolve as required• Set up IT equipment for new employee users• Organise user access and network connectivity for employees• Ensure that all new employee set ups are delivered in a satisfactory level in the given time frame• Manage, support & repair all desktops, notebooks, printers, telephones, AV, etc.• Liaise with providers/suppliers to resolve issues• Provide the necessary recommendations and feedback to the IT Manager

• Managing and supporting IT infrastructure of over 60 clients in Sydney.• Providing consultancy for IT upgrades and office expansions.• Maintain a good working relationship with all customers to improve services.• Implement policies, processes and procedures to meet agreed SLA commitments with the business regarding Service Desk support• Develop and document support procedures, work instructions and user guides.• Day to day running of the Service Desk and the 1st level support function it provides.• Strong performance and customer satisfaction levels for the IT Service Desk.• Working based on Zendesk ticketing system to solve tickets and troubleshoot issues within timeframes and recording it in Timesheet systems.• Providing IT support via phone calls and remote connections.• Onsite visits to perform health checks of servers and attending to user issues face to face.• Setting up new domains and emailing services.

• Manages the budget and deals with vendors for all IT procurement's.• Administer and manage a complete branch office setup individually from Planning to Implementation.• Managed the coordination and support of Systems and Networks for corporate and remote locations consisting of over 150+ users.• Generating Statistical Insurance Reports for Management (MIS).• Created backup and disaster recovery plans.• Responsible for Level 2 IT Support functions for the users at the Main/Branch Offices. • Planning and setting up of UPS Devices, Air-Conditioning and Fire Alarm Systems for Datacenters. • Application Testing, Reporting Issues and getting the issues resolved by the Vendor based on the Business Criticality.• Support and Maintenance of ‘eBab’ online a Web based application used by 90+ Insurance Brokers and in-house employees, running on PHP.NET which is integrated with the Core Insurance Application• Responsible for maintaining two applications that were used for Data Upload to the Abu-Dhabi Traffic Dept. and the Dubai RTA.• IT Support for the Branch Offices using remote assist Tools like SYS-AID, Go to Assist, Team Viewer, etc.• Managing Projects with the Service Providers for Upgrading the Connectivity Bandwidth.• Managing plans for WAN connections for new offices using MPLS and Leased line Technologies.• Contribution made to the improvement in office operation and customer service.• Maintaining the Live Production Servers, File/Print Servers on Linux/Windows OS that are residing on HP Blade Enclosure.• Perform troubleshooting for complex hardware, software and network problems

• Daily backup of Production Data and Production Servers.• Supporting PREMIA 10 Application, Collaborator and eBab (Motor/ Marine Products)• Updating system fault logs to ensure faults are tracked and any error trends are escalated for further analysis.• Production Support & Co-ordination with the Vendor for the Core Insurance Application ‘PREMIA-10’ (Oracle E-Business Suite Application).• Maintaining and Supporting HRMS Software, Access Control and Time Attendance Machines.• Setting up of CCTV Systems and Mobile Camera’s across different branch offices.• End of Day Processing/Month End-Closing Activities.• Administered Windows 2003 and 2008R2 servers.• Configured, repaired and installed new systems and equipment at locations experiencing problems with hardware, software, networking, etc.• Terminated and installed network connections.• Maintaining Card Issuance Software running on SQL Server 2005• Troubleshooting Apple Devices (MacBook’s, IPad’s, and IPhone’s).• Assisting in maintaining the Cisco Routers / Switches / IP Phones and monitoring the network traffic with respect to the Branch Offices.• Maintaining any customer database to improve tracking, reporting and customer service.• Daily maintenance and support of Windows XP, Win7, Mac OS, Blackberry Desktops, laptops, Tablets and Mobile Phones.

• Provided functional and technical support, troubleshooting and diagnosing hardware and software problems, including desktop, laptop, LAN, and remote systems. • Deploy and configuring PCs, Workstations and Laptops.• Maintenance, Troubleshooting of Desktop Pc’s, Laptops.• Operating System Installation of Windows XP/VISTA and Windows 7• Installation and Raid configuration of Windows server 2003 and 2008.• Imaging PCs, Workstation and Laptop using ManageEngine Tool• Explains the exact cause of problem and provided solutions to it.• Responsible for responding to customer calls on hardware issues

1. Provided support for employees with all IT related issues2. Maintenance of IT hardware and software3. Supported customers with all software, hardware and networking issues4 . Actively participated in making IT related procurement decisions