Hemant Buddhdev Email & Phone Number

Toronto, Canada Area

Toronto, Canada

- Backup Administration using IBM Tivoli (TSM) and other IBM products i.e. HSM, TPC, Fastback, TDP- Security Management with McAfee ePO for daily DAT updates, custom policy creation and client task administration- Wintel Administration for Microsoft Windows Servers 2008, 2003, 2000 versions- Manage and maintain virtual environments within VMware ESX and ESXi. Create, rebuild Virtual servers as per company standards- Administer AD users and groups, ensuring consistent processes and security principals are used in conjunction with AD industry best practices; manage group policy- Administration of Citrix farm and troubleshooting

Toronto, Canada

* TELUS acquires Syscom Consulting officially in the year 2009.Client support for 'Thales Rail Signalling Solutions, Toronto)- Liaised with the HelpDesk (Tier I and II) and local support team on technical issues. Met with the leads to discuss opportunities, training and follow up to ensure smooth relay of services.- Manage, monitor & respond to escalations & high severity/priority issues while ensuring all work is documented & updated through the Remedy trouble ticketing database- Develop & maintain company documentation related to IT processes, software installation/configuration, work instructions, checklist & department procedures- Training and supervising my juniors on the technical grounds; guide them through policy / process implementation

Toronto, Canada

* Syscom - a division of TELUS Small Business SolutionsClient support for 'Thales Rail Signalling Solutions- Provided moderate to advanced troubleshooting of Windows desktops / laptops, software, hardware, Microsoft Office suites, Outlook/Lotus Notes email, printers and peripherals at deskside or via e-mail/telephone to the user community of ~1500 users within a Windows XP / 2K environment adhering to set SLA’s as defined through Incident & Problem Management system of ITIL standard.- Imaging deskstops & laptops to company specification for deployment to users & new hires- Reclaim IT equipment on user’s exit and complete the data handover effectively ensuring company data is not lost- Interact with outside hardware vendors i.e. Dell, Lenovo, HP, Xerox and Canon to coordinate / schedule warranty repair work & ordering of any replacement hardware for company PC’s, laptops, & multifunction network printers- Initiate setup/configuration of new Blackberry PDA’s to network & providing support to ~40 users- Hardware troubleshooting and repairs- Handled Operating System issues and break/fix- Inventory and loaner pool resource management, etc

• Responded to tier II phone calls and emails for help, responsible for identification of issues, and outages, providing resolution to incident resolution or routing of tickets to higher level support group• Troubleshoot a wide variety of user problems ranging from desktop application to network connectivity • Ensured all required operational documentation is available and checked for complete, accurate and current information including inventory of all resources held in the Remedy database

Bangalore, India

Managed a rotating shift of 15-20 helpdesk support executives providing technical solutions and customer satisfaction to all offices of Accenture in India (approx 16000 employees). Handled Escalation; Priority 1 & 2 calls & liased between management and tier2/tier3 technical teams for resolutions.

Bengalore, India

SME for HP desktop product line. Managed 15 technical support engineers and provided technical help to effectively meet SLAs for Asia Pacific clientele. Handled technical escalations and resolved issues on a wide range of HP Desktop and workstation. Developed knowledge base and maintained documentation.

Bangalore, India

Part of a pilot team for Dell Desktop Support team at DIS, India. Provided first-level technical support to Dell Relationship segment customers in United States. Successfully handled the process and product training for new-hires and mentored the team to meet and deliver technical solutionsAn integral part of Dell's Development Team in testing Dell Solution Network (DSN) Tree tool for a global use.