● Managed IaaS (Cloud & Security Services) and provided SaaS for effective clinical services, patient safety for Connexall Healthcare Software/Applications Hospitals vendors across 65% in the U.S., 30% in Canada and 5% in Portugal.● Performed preventive maintenance and upgraded systems to improve network, data availability and integrity using the Microsoft SCCM.● Applied SSIS & SSRS and MS Power BI services to reduce the archive load on database server by 60% and run SQL queries to mass DB updates.● Scheduling Sever/VM Backups, DB backups and performing restore in case of system failure or corruption of DB tables occurred and analyzing potential failures using MTBF and MTTR techniques.● Monitoring network using SNMP, managing firewall & IPS/IDS solutions, maintaining VMs/Windows servers 2008, 2012, 2012R2 and 2016.● Monitored & Analyzed Server/Event Logs using SIEM Splunk, managed NTFS framework using ACLs & Group Policy's to provide role-based privileges.● Worked with Hospital Security Administrator closely to understand the workflow before implementation and applying it accordingly to reduce downtime for Applications/Services by 55%.● Recommended Load Balancer to manage the heavy traffic for hospitals like Trinity Health, Promedica, UTAH thus attaining 100% uptime and availability.● Conducting Security System Audits & Health Checks using NAC to monitor performance, patch vulnerabilities (MITRE AttacK) & threat hunting of Customer Systems to maintain 100% efficient performance measures.● Attained 95% (expected 90%) success rate on projects, by meeting deadlines and keeping ISO 27001, HIPAA & NIST SP-800 framework in consideration.

● Assign daily tasks & tickets to support analysts in Customer Support Centre (CSC) Helpdesk.● Managing 410 devices (ATM's, Cash/Bill Vending Kiosk's) in casinos as well as Retail Payment Vendors throughout Canada, United States, the Caribbean, Europe and Asia to provide faster transaction processing, lower handling costs, optimum reliability, and strategic positioning for new applications by meeting PCI-DSS Compliance.● Handled Change Management, software updates and major technical ATM/Vending Kiosk's issues promptly, critical problems to direct accurate processing of Interact Visa, and MasterCard payment networks.● Monitored server event logs to identify and resolve performance and security issues like malware, phishing and ransomware attacks● Imaging, and re-imaging of the kiosk and standalone ATMs● Dispatch 3rd party hardware service suppliers (IBM, WINCOR, BURROUGHS) in compliance with service agreements.● Enabling different types of parameters, updating encryption keys and MAC keys as per user's request.● Administered product training to all partners, stakeholders and support team, keep everyone updated on operational requirements.

● Received inbound phone calls and tickets from customers to provide 1st & 2nd level support and remotely troubleshoot issues with service, equipment or customer accounts.● Resolved 15-30 tickets on daily basis using ticketing systems such as Zendesk, Jira and Service Now to document the case notes for each customer and work order and achieved 98% (average was 90%) success rate by meeting SLAs.● Create control algorithms, send firmware updates, download source code to controllers, manage system databases and implement an animated front-end graphical user interface.● Troubleshot the issues with 3rd party API such as Amazon Alexa, Google assistance, Apple Home kit, Siri, Cortana, IFTTT, Smart things.

● Over 8 months of experience giving client support in occupied call center environments for Bright House Networks (Charter-spectrum) an American media organization the tenth-biggest multi-station video administration supplier and the sixth biggest satellite web supplier in the United States with more than 2.2 million clients.● Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).● Helped the company attain the highest customer service ratings (as determined by external auditors) earned 100% marks in all categories including communication skills, listening skills, problem resolution, and politeness.