Dharmendra Kumar Email & Phone Number

Gurugram, Hr, In

Gurugram, Haryana, India

IT Service Desk, Desktop Services, IT Asset Management and End User Service Improvement

Managing 24*7 Service Desk as a part of Service Desk Management.  Managing a team of 5 resources at the site and operations for project  Handling setup of more than 20 server, 1500 users and 20 network devices.  Responsible for providing daily HARDWARE, LAN & SOFTWARE support to variety of desktop computers & laptops like COMPAQ, WIPRO, DELL, HP etc.  Leading and Managing technical towers projects and operations.  Maintain computer/network inventory  Network and configure all equipment… Show more Managing 24*7 Service Desk as a part of Service Desk Management.  Managing a team of 5 resources at the site and operations for project  Handling setup of more than 20 server, 1500 users and 20 network devices.  Responsible for providing daily HARDWARE, LAN & SOFTWARE support to variety of desktop computers & laptops like COMPAQ, WIPRO, DELL, HP etc.  Leading and Managing technical towers projects and operations.  Maintain computer/network inventory  Network and configure all equipment, including replacing hardware components  Purchase hardware and software. Network and configure all equipment, including replacing hardware components  Leading team of server, network, systems and helpdesk engineers.  Ensuring that service delivery takes place based on the Service level agreements.  Keeping track of critical or major incidents and sharing RCA with customers  The job involves managing WIN 2K SERVER, creation & managing of USER ACCOUNTS.  Handling Weekly Ops Review meeting with client.  Conduct weekly review meeting with Vendor on Breakdown Calls, ensuring prompt closure of pending issues at sites Show less

Gurgaon

• Administration and managing 1000 managed desktops/laptops notes and 300 VM Sessions.• Deleting, moving machine account in different OU.• Administration & Troubleshooting of windows operating systems & services, Windows XP, Windows server 2003 & Exchange server 2003. DHCP, DNS and active directory.• Installing, configuring & Troubleshooting outlook 2003 & 2007 • Installing, configuring Trouble shooting Cisco VPN for new users and existing users.• Installing &… Show more • Administration and managing 1000 managed desktops/laptops notes and 300 VM Sessions.• Deleting, moving machine account in different OU.• Administration & Troubleshooting of windows operating systems & services, Windows XP, Windows server 2003 & Exchange server 2003. DHCP, DNS and active directory.• Installing, configuring & Troubleshooting outlook 2003 & 2007 • Installing, configuring Trouble shooting Cisco VPN for new users and existing users.• Installing & troubleshooting software’s & applications such SQL 2000-05,Visual studio, Wins, Citrix, Genius XL Doc, Microsoft communicator 2005/2007, Internet Explorer, Microsoft office 2003/2007,lotus notes etc.• Installation and troubleshooting point sec and Microsoft fore front Anti Virus.• Trouble-shooting and repairing for SMS, SCCM, and WMI.• Troubleshooting and configuring Black Berry.• Build in new VM and troubleshooting on VM session.• Dispatching Engineer at remote site and providing technical support to onsite tech for remote sites like XL Sydney, XL Singapore, XL Hong-Kong, XL Tokyo, XL China, TCS Gurgaon (project office),TCS Bangalore (project Bangalore)• Troubleshooting LAN & WAN for each location and coordination with network team.• Coordination & demanding new asset with procurement team and vendor.• Leading team to implement project like up gradation & migration of software and hardware in APAC region.• Managing asset through Siemens tool CTMS.• Providing services totally based on ITIL process by using of clarify tool. Show less

Gurugram, Haryana, India

• Responsible for complete implementation of project throughout all stages.• To work with different geography terms to deliver the solutions to the different client.• To engage and manage technical resources to deliver the project plan.• To escalate relevant issues and risks to the project stake holders• Acts as primary interface to the customer, other vendors and alliance personnel associated with the project• Publish the time to time activity progress report to project… Show more • Responsible for complete implementation of project throughout all stages.• To work with different geography terms to deliver the solutions to the different client.• To engage and manage technical resources to deliver the project plan.• To escalate relevant issues and risks to the project stake holders• Acts as primary interface to the customer, other vendors and alliance personnel associated with the project• Publish the time to time activity progress report to project stake holders & company associates• Monitoring & follow up with Incident Management, Problem Management & Help Desk Operations team• Analysis outstanding incident calls & follow-up with L3-team• Do Incident classification & find root cause for reduce the further call volumes• Analyzing and determining the causes of problems and putting forward solutions• An improvement to the general quality of the IT services.• Incidents are resolved more quickly, and generally, at the first line of IT support, thus saving resources and unnecessary escalation.• Organizing team meet & necessary project related training (Service Improvement Program)• Keep the customer satisfaction at par. Managing the Manpower and other IT Infrastructure.• Generating various reports (MIS, RCA’s Daily/Weekly/Monthly Summary Report, Call Desk Performance & Pareto Reports) etc.• Assisting to Project Manager & IT-Heads for various day to day activities.• Taking care of all escalated calls.• Taking care of all the Corporate Software’s (i.e. Lotus Notes, AT&T, SAP, etc..)• Taking care of VPN connectivity & installations.• Managing assets through Asset Management Tool & IBM IMAC activities.• Coordination with different responsible team like (servers/network/security) for any kind of new implementation.• Extensive experience of Project Management and Roll-outs.• Good insight of IT Outsourcing and Migration of services. Show less

Gurugram, Haryana, India

• Managing 5000+ Windows based server for 6 data centers for 3 business regions in Bank Of America.• Monitor System Center Operations Manager Console and Global Service Desk Console on a 24x7.• React immediately to issues related to Windows servers.• Determine scope of problem, review criticality of issue, determine if this issue is correctable by the 1st level RMS team, plan corrective action, notify management and business of plan to correct.• Manage Tickets in on-line… Show more • Managing 5000+ Windows based server for 6 data centers for 3 business regions in Bank Of America.• Monitor System Center Operations Manager Console and Global Service Desk Console on a 24x7.• React immediately to issues related to Windows servers.• Determine scope of problem, review criticality of issue, determine if this issue is correctable by the 1st level RMS team, plan corrective action, notify management and business of plan to correct.• Manage Tickets in on-line systems: Activate tickets upon review, Escalate issues, if necessary, close tickets upon completion• Manage Hardware failures• Strong problem solving and customer related skills and ability to interact well with people of all levels – internally and externally• Works independently towards providing support for escalated incident/problem management requirements (L2 support Add / Remove Domain / Domain Controllers, Trusts Administration, Sites And Subnets Administration Site Links Administration• Resolve alerts indicating the following services are not running FRS, Net Logon, KDC, W32Time, and ISMSERV• Administer Domain Controller Hardware Monitor overall services of Windows 2003 OS,• Review the Duplicate Service Principal Name Report to list all security principals that have a service principal name conflict.• Implementation Of Group Policy, Domain Controller OS, and Hardware � Administrating Server Performance, optimization and fine tuning � Checking the ADS health � Checking network health � Establishing VPN Connection, IP Security, Administering Terminal Services � Administering Certification Services � Administering DHCP � Implementing DNS Service � Implementing IIS Service, � Implementing RAS service � Implementing RADIUS Service � Setting up FTP Servers � Implementing IAS Service Show less

Gurugram, Haryana, India

 Working as Sr. Technical Support Engineer on the project of Bharti Airtel Limited. Managing and Maintaining, File, Print Server, Active Directory  Managing AD Service, User & Group accounts, NTFS permission, Quota Management,  Maintaining Group Policies, Domain joining, DC & ADC controller, Internet printing, Data Backup.  Daily Checklist of all Server’s Monitoring, Performances, Event Viewer logs, free space, data security etc. Implementation, Monthly Patches/hot… Show more  Working as Sr. Technical Support Engineer on the project of Bharti Airtel Limited. Managing and Maintaining, File, Print Server, Active Directory  Managing AD Service, User & Group accounts, NTFS permission, Quota Management,  Maintaining Group Policies, Domain joining, DC & ADC controller, Internet printing, Data Backup.  Daily Checklist of all Server’s Monitoring, Performances, Event Viewer logs, free space, data security etc. Implementation, Monthly Patches/hot fixes and Updating of all the Servers. Basic Hygiene, O/S hardening, server optimization and security of servers. Providing Rights on Share Folders, and Creating and Maintaining home drive, disk quota of users Creation, Deletion, Renaming, Migration and Recertification of User in Lotus Notes/Domino Maintaining and Troubleshooting of Lotus Domino Servers and notes Clients  Implementation and Maintenance of all the processes related to IBM-BHARTI IT Security Act as the 2nd point of Escalation within Bharti office for any kind of issues not resolved at the first level. Generating Monthly, Quarterly Reports, and Reporting to IBM IT Head, IBM SPOC, and Bharti IT Head. Coordinate and follow-up with the Third-party Vendor and Central/Security Team for Service and Support Troubleshooting and team management for customers, ensure maximum availability of IT infrastructures,  Support given to the Customers on different Platforms Windows 2000/XP/2000 Servers, Applications Responsible to upkeep of IT infrastructure including hardware, software and Networking. Manage and Maintain IT infrastructure Support and as well-as Help Desk Support Troubleshooting of operational incidents with root-cause analysis and solutions to customer issues. In absence of my Team Leader used to take care of complete team (25) including manpower management and co-ordination for daily reports with my Project Manager and IBM SPOC. Show less

Gurugram, Haryana, India

 Worked as Customer Support Engineer on the project of Bharti Tele-Ventures Limited. Taking care of Escalated calls of High-profile Users. Routine Maintenance of Hardware, Software, Networks & Peripherals. Maintenance of In-house PC’s systems, and co-ordination with external Systems support agencies. BlackBerry & Data Card Installation/Configuration/Troubleshooting of Users AT&T Network Client Installation, configuration and troubleshooting of IBM… Show more  Worked as Customer Support Engineer on the project of Bharti Tele-Ventures Limited. Taking care of Escalated calls of High-profile Users. Routine Maintenance of Hardware, Software, Networks & Peripherals. Maintenance of In-house PC’s systems, and co-ordination with external Systems support agencies. BlackBerry & Data Card Installation/Configuration/Troubleshooting of Users AT&T Network Client Installation, configuration and troubleshooting of IBM users. Troubleshooting at client end approx. 10 - 15 internal clients visit per day on an avg. Installing and configuring Branded and assembled PCs, Modems, Printers, and other Peripheral devices Monitoring all Servers & clients in Domain for Security through Nesses (Linux). Administrate Anti-Virus Trend- Micro Server for Clients, Making dashboard.  Installation of Server, Taking Backup of Critical Servers, and Restoration. Creation/Modifying of User Accounts/ Deletion, Assign Permissions on server. Implementing Security through Group Policy, deploying software upgrades and patches using group Policy, As a Resident Engineer support to more than 1500 users across NCR location. Lotus Notes Clients Installation/Configuration/Troubleshooting. Provide the 2nd level support and service for internal applications customized by the IBM Bharti Support of Internal Bharti’s Clients/Software’s as Lotus Notes Mail/Arbor/Citrix & other Applications. Monthly Reports of Basic Hygiene, Inventory, Assets, IMAC, PCR, SOD, User ID Management forms etc. Show less