• Member of the Enterprise Service team tasked with resolving GoAnywhere Managed File Transfer application incidents.• Offered system support for the GoAnywhere Managed File Transfer application, efficiently handling new file transfer request tickets for both internal and external customers of the London Stock Exchange Group. • Proactively monitored and maintained the on-premises cluster environment, swiftly addressing failover incidents and ensuring the seamless rejoining of servers to maintain continuous operational integrity.• Played an active role in the GoAnywhere cloud migration project, facilitating the transition from an on-premises environment to the AWS cloud. Executing user migrations, resource testing, and managing seamless file transfers throughout the migration process.• Conducted daily health checks, as well as weekly and monthly housekeeping tasks, to uphold optimal application performance and ensure the integrity of the system.

• Escalation point for all issues pertaining to maintenance cycles with standard reporting for client enterprises. • Training and development given to the newly recruited engineers.• Reviewed infrastructure systems health checks conducted by engineers and actioned urgent issues by liaising with customers. • Provided and implemented effective methodology to perform system maintenance on client IT infrastructure for newly managed service clients in accordance with ITIL standards. • Responsible for hypervisor upgrades (VMware, Microsoft Hyper-V, Nutanix, Citrix & Azure) across all existing clients. • Implemented automation projects using Microsoft native tools to minimize time-intensive technical reports. • Performed application deployment/upgrades using Microsoft native tools to remediate issues caused by application bugs and to help users enhance productivity.

• Analyzed IT Infrastructure of managed clients and identified potential issues and performed proactive preventive maintenance in accordance with the given SLA. • Ensured accurate system checks are provided across all technical reporting. • Performed operating system patching and upgrades abiding with the pre-agreed outage schedules of clients. • Performed patching and upgrades for applications such as Skype for Business, MS Exchange, and MS SQL to minimize security vulnerabilities. • Performed scheduled upgrades on virtualization platforms such as VMware and Nutanix hosts.• Maintained and configured cloud-hosted server infrastructure.• Effectively utilized and managed remote management tools to provide automated solutions to customers. • Managed the company’s Anti-Virus service portfolio. • Provided accurate analysis of data extracted from the systems assurance reporting platform and took corrective action to mitigate identified issues.

• Proactively managed and resolved a substantial volume of incident tickets, providing comprehensive support to various departments within the company while adhering to the stipulated Service Level Agreements (SLA). • Analyzed and troubleshoot Active directory (Password reset, User on boarding and User off boarding) Outlook, and Microsoft operating systems related issues.• Conducted troubleshooting, configuration, and support for LAN/WAN networks, PC and laptop hardware, as well as printers and scanners hardware and software.• Served as the primary support resource for ‘Mobitel’ call center applications, providing comprehensive assistance for both software and hardware components.