• Troubleshooting and fixing day to day Technical issues.• Diagnose and resolve complex problems especially for the In-house built applications.• Providing system infrastructure support by Monitoring and health-check of RDS, EC2, SQS, Amazon Redshift and different Operating systems. • Conducts and provides technical guidance and training in software applications and operational procedures.• Develops standard Opening procedures for systems, networks, operating systems and applications development.• Profound knowledge on Service level Agreement, quality management, system security, Application support and troubleshooting.• Conducting meetings with the internal teams for Support process improvements.• Generating reports from MySQL, Redshift DBs to help in the applications development and also to support the internal user’s requirement.• Technical expertise in using Postman.• Meetings with Devops team to develop technical guidance on the new applications services• Installation, maintenance, upgrade and configuration of in-house built applications.• Technical expertise in using database clients for generating and executing queries.• Meetings with the support team to develop support strategies & Providing operations support. • Meetings with several departments to fine-tune existing products by recommending corrective action plans.• Testing, setting up SOP for new applications that suit business requirements.• Providing technical support to the issues reported and solving the problems within the agreed SLA.• Providing Gmail admin console support. • Develops support procedures to improve the SLA for troubleshooting issues and improving product performances.

• Responsible for Troubleshooting and managing client issues.• Responsible for creating support procedures.• Responsible for setting up a new ticketing application that can help to organize the tickets more efficiently, provide better experience for the customers, give more insight for the management and to solve problems more effectively. • Learning and Testing the in-house build applications to develop technical guidance.• Working in collaboration with other teams to make the system more client friendly by recommending corrective action plans.• Responsible for developing support strategies.• Managing, debugging and resolving complex system problems.• Provided technical expertise to queries and issues raised within the organization.• Working in collaboration with Applications development team to get more details about the new services/applications• Working in collaboration with the team for Support process improvement.• Diagnose the issues quickly to resolve the issues within the agreed SLA.• Configuration of the in-house build applications as per clients requirements.

• Responsible for Managing IT resources tasks and schedules by developing support strategies.• Executed process improvements on G Suite Application by which the company was able to save $2000/Month.• Troubleshoot and debug application issues raised by end-users of in-house built, proprietary softwares with a team of 4, Managing 400 tickets/week• Liaise with several departments to establish support workflows and create support procedures.• Provided technical expertise to the Technical & IT support team members.• Played a major role in optimizing support platforms by suggesting process improvements . Several departments were using different ticketing applications and I was able to centralize it to a single ticketing tool across the organization.• Responsible for monitoring the support team, handling escalated issues and providing support process improvements.• Testing, configuration and organization level installation of several applications. • Supporting company system infrastructure. • Recommending appropriate applications, its design and developing support procedures for these new products to support the business.• Responsible for End to end configuration, management of Freshdesk and other applications• Working in collaboration with teams and solving technical problems.• Played a key role in Setting up Active directory, developing strategies for implementing across the organization

• Troubleshoot, debug and fix application/software issues raised by end-users of in-house built, proprietary softwares. • Generating reports from Postgres, MySQL, Redshift DBs to help in the applications development and also to support the internal user’s requirement.• Technical expertise in using database clients like dbeaver, MySQL Workbench etc for generating and executing queries.• Responsible for Creating and Monitoring alerts in Newrelic and debugging issues with the help of Datadog.• Responsible for Planning, Implementing, managing and configuring Jira boards and projects.• Played a key role in setting up the process for Zoho and in administering the application.• Single POC for managing and configuring Zendesk application• Assisted in troubleshooting, diagnosing, testing and resolving Desktop, Server, Windows Security, Database, Contact Center tools and Application technology softwares. • Responsible for solving Day to day Office IT problems.• Responsible for office IT inventory management.• Developing support strategies, implementing IT Support and taking initiatives to ensure that the strategic goals are achieved.• Provided hardware and software IT support to resolves complex system problems• Responsible for Troubleshooting and Solving wifi and internet problems• Develops support procedures for the IT support team. • Provided IT support for the installation of different Operating systems.• Provided support for the installation of routers, firewalls and printers.• Responsible for managing IT vendors, Suppliers and 3rd parties during the IT infrastructure setup across the organization.

• Responsible for integrating several applications to OneLogin.• Responsible for administering, configuring and managing several applications. • Assisted in Setting up Active directory, developing strategies for implementing across the organization• Provided technical support for Active Directory with more than 1000 users.• Troubleshooting Active directory issues.• Solving problems related to user policy issues. • Responsible for complete Managing of G Suite• Resolving complex Atlassian application issues raised by users.• Configuring and setting-up of several projects within Atlassian Cloud. • Integration of Digital Marketing applications to SSO.

• Providing infrastructure support• Conducts and provides technical guidance and training in software applications and operational procedures especially while onboarding new users.• Responsible for managing assets of different locations through the cloud application, Barcodery.• Providing IT support to users.• Meetings with support team members and recommending corrective action plans to improve support quality.• Troubleshooting and fixing laptop issues, email related issues • Configuring laptops and installing different Operating system through network• Technical expertise in solving user’s desktop related issues, and software installation like MS office and other permitted softwares.• Installation, maintenance, repair, upgrade and configuration of workstations for Warehouse staffs.• Helped users to resolve complex problems related to honeywell scanners.• Documenting new issues and resolution steps taken for improving the support procedures • Setting up network printers across the Warehouse, Diagnosing the problems and solving them .• Meetings with internal teams for suggesting process improvements and also to share technical guidance.• Responsible for creating change management documentation before any new application updates/release

• In charge of the UAE & Oman Office system infrastructure and IT• Resolving complex system problems of clients in 2 regions: UAE & Oman.• Played a key role in developing and implementing the application named Social Wifi Project. • Involved in testing, configuring and providing White labeling of SocialWifi applications to clients.• Developing support procedures since the clients are spreaded across 2 regions.• Planning and Implementing future IT developments and undertaking project work.• Provided technical expertise to clients on Point Of Sale systems and Databases.• Installation, maintenance, repair, upgrade and configuration of the Point of Sale Systems in UAE & Oman.• Handed Over almost 50+ Projects sacross UAE & Oman.• Provided support to 100+ clients to resolve complex system problems• Troubleshooting and resolving issues related to clients Point of Sale systems, Database, and the ERP Applications.• Implementing IT Support and taking initiatives to ensure that the strategic goals are achieved.• Conducting meetings with the internal teams for Support process improvements.• Responsible for managing inventory. • Configuring laptops, installing different Operating systems and applications for employees.• Assists in troubleshooting, diagnosing, testing and resolving Desktop, Server, Domain, and Windows Security, Database, Contact Center tools and Application technology software.• Conducting meetings with the team to provide technical guidance on the in-house applications used and the steps to solve problems much faster to meet the agreed SLA.

• Working as IT Support focusing mainly on resolving IP related issues on projects handed over and on currently running projects.• Configuration and installation of LAN and Access Points• Installation and maintenance of Digital Signages, IP TV Streamer, Meeting Room manager.• Designing of Digital Signages, MRMs.• Configuration of IP TV systems.• Configuration of AV servers like VCS –C, VCS –E, CISCO Telepresence • In charge of looking after the office networks and servers.• Onsite support to several clients for their IT networks and VC devices.Projects Handed-Over• Was in charge of IT device’s configuration, designing and integration in Johnson and Johnson Dubai. (September 2013 – October 2013), • Was in charge of IT device’s configuration, designing and integration in General Secretariat of The Executive Council, Abu Dhabi. (November 2013)• Was In charge of IT Devices integration and configuration, Designing and Configuration of MRM’s, Digital Signages, in IPIC (International Petroleum Investment Company), Abu Dhabi. (November 2013 - June 2014)• Was in Charge of Designing and configuration of Digital Signage systems and IT devices in different branches of NATIONAL BANK OF FUJAIRAH (January 2014 – August 2014)• Was in charge of Installation and configuration IT devices in Aujan Coca Cola Beverages Co,Dubai (February 2014 – March 2014)• Was in charge of designing and configuration of Room managers in Astra Zenica,Dubai (October 2014)Client Support:• Aujan Coca Cola Beverages Co, Dubai.• Falcon, Dubai.• ATIC (Advanced Technology Investment Company, Subsidiary Of Mubadala ), Abu Dhabi.• Norton Rose, Abu Dhabi.• Dubai International Acadamy, Dubai.• Mohammad Bin Rasheed Housing Establishment, Dubai.• General Secretariat of the Executive Council, Abu Dhabi.• Dubai Islamic Bank, Dubai.• National Bank of Fujairah, Fujairah, Dubai, Abu Dhabi.• Johnson and Johnson, Dubai.• Astra Zenica, Dubai

• In charge of the entire UNINOR office networks in Kerala circle• Managing router related issues like attending to link failure cases, Routing protocols and configuring new networks;• Adding new VLANS and making changes to the VLAN database as per requirement;• Monitoring network devices using Ping Plotter and Putty;• Administration of local networks and documentation tasks;• Resolving incident and change Tickets;• Interact with Client and on site Engineers to configure routers and switches;• Support Project Team in integrating various Network Management Systems into the Network for Operation and Management;• Serves as member of the Level 1, Level 2 & Level 3 support team and is responsible for maintaining and troubleshooting Cisco routers, switches and other enterprise level network hardware;• Involved in rotating the weekly on-call duties with other team members to ensure 98% up-time for corporate infrastructure;• In charge of IT inventory management so as to manage the system more effectively and saves time and money by avoiding unnecessary asset purchases and promoting the harvesting of existing resources.

• Administration of local networks and documentation tasks.• Maintaining interconnectivity • Configuring Routers and Switches• Adding new users to network