Successfully leading a team of 6 members, providing guidance and support to ensure optimal performance and productivity.

Managed a team of 14, including Level 1 tech support engineers and Language specialistsOverlooking the Quality of emails and callsCoordinated with other teams such as Development, DBAs, HR, Customer Service and others to maintain the smooth functioning of inhouse Application and websitesManaged VOIP calling system (Phonepresence)Maintained the documentation for troubleshooting and SOPsSNOW Licence Manager (SAM)Updating Licenses to SAMRemoming Non Compliant licenses within company estateCoordinating with stakeholders to make sure Kaspersky Antivirus issuesCreated Reports like End of Day reports, Team KPIs, Seniors Updates etc and presented them to upper management.Make sure team conflicts, concerns and issues are addressed during team meetings

Managed a team of 10, Level 1 IT engineersInvolved with conducting interviews for open positionsConducting performance appraisals for team membersAssigning Daily task to the team making work is done e ecently

Central/Store Server and Workstations (Till) Checks/Audits (250+ servers)Setting up Store IT infrastructureMonitored and troubleshooted SQL data replication.Monitored the network, servers, services, network devices and dependencies on Icinga.Creating an AD Site/Sitelink/IP Subnet and promoting new store Server to DCsMapping label and receipt printers to the PoS Application.Deploying Kaspersky Antivirus/network agent to stores/office machines and servers via Kaspersky Management console.

Request Management (Software & Peripherals) & Leveraged Incident Management.Facilitate the recovery of all P1/P2 incidents with appropriate reporting and notifications to key stakeholdersTroubleshooting Remote Desktop Policy Enforcement issues for Remote Access UsersInstallations and setups for Cisco Easylink routers 800 Series (e.g.: Cisco 881W, 871W) for Work from home users.Installation and Setup of McAfee Endpoint Encryption on User Machines.

System admin for the Broadcasting Software (Audio Vault), Play network Inc (PC Player 6).Provide support and training to engineers onsite all over India.In critical cases, traveled to client’s location to fix any major issuesNew product evaluation, demonstration, technical discussions with customers, presentation, training the clientImplement music programming updates across all client locations within stipulated time frame (EDS)

Providing technical support

Customer Care Mainframe ComputerOnsite support for Clients.