Address user tickets regarding hardware, software and networkingProvided desk-side support for laptop, desktop, IP phoneInstall and manage Cisco IP conferencing system & IP phonesManage Cisco call managerInstall and manage Cisco Routers & SwitchesInstall and manage Cisco conferencing devicesInstall and manage Cisco serversInstall and manage Cisco Firewalls VPN client installation, Configuration and Trouble ShootManage Office 365Managing tools ( Datto UK, Sapphire and Manage engine )Trouble shoot NAC Agent authentication issues.Installed, upgraded, supported and troubleshot Windows Operating Systems and Microsoft Office suite, and other applications as assignedActive Directory and Group Policy administration, hardware configuration. User Support for VPN, MS Office, applications.Provided onsite PC repair, virus- and spyware-remediation, maintenance/rejuvenation, data-recovery, networking and upgrades.Maintained queue of an average of 5-30 tickets per day, resolved tier 1-2 support issuesAnalyzed and diagnosed DNS/DHCP/VPN and other networking issuesEndpoint Domain MigrationBasic knowledge in VM Ware deployment and configurationWindows Update Patch management through Manage Engine toolRemote Support through Connect wise (Screen connect cloud tool)Conduct remote troubleshooting for Kiosks, Signage’s, POS, and POS printers, Scanners, Desktops and Laptops.Apple MAC PC Installation, Domain joining and network mappingMicrosoft Outlook 365 supportMicrosoft Teams SupportWorking knowledge of office automation products and computer peripherals, like printers and scannersAbility to perform remote troubleshooting and provide clear instructionsActively worked with hardware and software vendors to resolve client issues in a timely mannerFollow up with clients to ensure their systems are functionalEmployee on boarding Prepared and configured new laptops/workstations/thin clients to client specifications as assignedWalk customers through instal

Supporting Team members and End Users across the geographies Design and implement network based on client’s requirementWAN & LAN Network installation and supportTCP/IP, P2P, Server, Client configuration and IPT installationConfiguring CISCO Routers &Switches.IOS Up gradation/Backup using TFTPLayer 3 switching and VLAN configurations.Dynamic IP routing with RIP, IGRP, EIGRP and OSPF.Familiar with configuration/troubleshooting of Cisco7507, 3600, 2600, 1700 series Routers and 6500, 2500 series Switches, Baystac, Entrasys, D-Link Switches.HP Server, Workstation, client systems SupportWindows 2012 Server Configuration and AD managementInstallation, Configuration, Troubleshooting Data Backup, and Recovery.Provide E-mail, internet solutions to clients.Go-getter pursuing continuous professional development in the realm of information technologyVendor Management Antivirus and windows patch management for clientsSLA timeline based help desk support for clients.

Oversee the operations of entire IT Service Team.Investigate and resolved customer inquiries and complaints in an empathetic mannerSuccessfully manage the activities of 14 members in multiple locationsPromptly respond to inquiries and requests from prospective customers Develop, implement and monitor programs to maximize customer satisfactionFacilitate inter-departmental communication to effectively provide customer supportSupport to the brand promise through effective delivery of quality serviceFollow-through on all critical escalations to increase customer retention ratesUpgrades and replacements - 4500, 4900 and 6500 series switches.Configuring and Troubleshooting VLANS. VLSM, CIDR and Sub netting.Ether Channel, HSRP, STP and applying Best Practices in Switching.Coordinating with OEM for escalated cases on both hardware and configuration in Cisco Switching.

Supporting Team members and End Users across the geographies Design and implement network based on client’s requirement WAN & LAN Network installation and supportHP Server, Workstation, client systems SupportWindows 2000, 2003, 2008 & 2012 Server Configuration and AD management TCP/IP, P2P, Server, Client configuration and IPT installationInstallation, Configuration, Troubleshooting Data Backup, and Recovery. Provide E-mail, internet solutions to clients.Go-getter pursuing continuous professional development in the realm of information technology Vendor ManagementAntivirus and windows patch management for clientsSLA timeline based helpdesk support for clients.

Provide SLA and TAT based helpdesk support.Support Network/System Engineers HP, Dell, Fujitsu Server & Workstation SupportWindows 2000, 2003&2008 Server ConfigurationLAN Installation & ConfigurationTCP/IP, P2P, Server & Client configurationDifferent types Network Adapters, Hubs, and Switches Installation.E-mail and internet configuration for client.Administration and Configuration of Channelized E1, ISDN PRI, ISDN BRI in two different Network Aggregate Points (NAP) in the circle office.Connectivity between different branch offices to Network Aggregate Points (NAP) and Network Aggregate Points (NAP) to Data Centre and DR.Maintaining, installing, and upgrading of Cisco router and switches.Troubleshooting WAN components - Leased modem, MPLS modem ISDN NT 1 box E1 MUX with service provider

Supervising LAN cabling and Rack mounting at major customer sites.Networking products installation and commissioning.Structured Cabling for corporate customers.Desktop, Laptop, Work stations and Server Technical support across the region.Record the complaints & allocate number of future communications.Creation and Configurations Network and Dial-up Connections.Configuring and troubleshooting Linksys wireless access points.Handling HP calls and escalation.Microsoft, Linux and mac support for clients.