- Lead and mentor a team of IT professionals, ensuring high-quality technical support across all departments.- Oversee desktop support services, including hardware, software, and networking issues, ensuring timely resolution for end users.- Administer, troubleshoot, and manage dialer systems (Vicidial, FreePBX, Asterisk PBX), ensuring seamless call center operations, performance tuning, and integration with business workflows.- Collaborate with cross-functional teams to design, deploy, and maintain IT infrastructure, including servers, networking equipment, and firewalls.- Implement and manage security policies, including Fail2Ban, firewall rules (Sophos XG & Fortigate), and system updates, to safeguard IT systems from vulnerabilities.- Monitor system performance and resource utilization (CPU, RAM, disk), implementing proactive measures to maintain high availability.- Lead IT projects, from planning to execution, including software deployments, network upgrades, and integration of new technologies.- Coordinate with vendors and service providers to ensure cost-effective solutions and timely maintenance.- Ensure compliance with industry standards, including data security and privacy regulations.- Install, update, and troubleshoot Windows and Linux operating systems as part of overall desktop support.- Diagnose and resolve connectivity issues, including wired, wireless, and VPN connections, collaborating with the network team to ensure consistent access.- Coordinate the deployment of new hardware, including computers, monitors, and peripherals, managing hardware inventory and lifecycle.

- Refresh - SLT- Bods and Bobj- Replication - S4/Hana

- Kept up-to-date on new developments in computer and network vulnerabilities along with data hiding and encryption- Upgraded and expanded network systems along with their components- Reviewed logs for all networking devices for unresolved abnormalities and problems- Communicated with vendors to resolve network outages and reduce periods of performance- Diagnosed system hardware and software problems using advanced root-cause analysis

- Linux OS Server Installation call center software setup & Configuring Inbound / Outbound and Blended campaigns.- VoIP trunks Configuring, incoming call routing, Preview Dialing, Predictive Dialing, Incoming IVR setups. - Asterisk Installation, Setup, Configuration and Troubleshooting dialer related issues.- PRI cards Installation like Sangoma, Digium, Allo, & Troubleshooting PRI line related issues and solving them.- IVR Configuration & Troubleshooting.- MySQL database creation & Troubleshooting.- Implemented and maintained firewalls, series switches and security appliances- Upgraded and expanded network systems along with their components- Managed Active directory- Reviewed logs for all networking devices for unresolved abnormalities and problems- Communicated with vendors to resolve network outages and reduce periods of performance- Diagnosed system hardware and software problems using advanced root-cause analysis- Managed Communication systems ( ViciDial, GSM Gateways ) - Editing Linux (Ubuntu) Desktop ISO as per Client Requirements.- Basic knowledge of MySQL queries - Select, Insert, Delete, Join.

- Linux OS Server Installation with call center software setup & Configuring Inbound / Outbound and Blended campaigns.- Basic knowledge on VLOOKUP and Pivot tables. - VoIP trunks Configuring, incoming call routing, Preview Dialing, Predictive Dialing. - Asterisk Installation, Setup, Configuration and Troubleshooting for issues.- PRI cards Installation like Sangoma, Digium, Allo, & Troubleshooting issues related to PRI lines.- IVR Configuration & Troubleshooting.- MySQL database creation & Troubleshooting.- Handling customer related dialer issues.- Scratch Installation of Vicidial / Freepbx- Used ticketing systems to manage customer issues- Provided on-call support for critical issues- Provided base level IT support to non-technical personnel within the business- Resolved problems with malfunctioning products- Researched, troubleshoot and resolved complex problems independently- Built and provided basic end-user troubleshooting and support on Windows, Linux and Mac systems- Identified and solved technical issues with a variety of diagnostic tools- Followed up with clients to ensure optimal customer satisfaction- Remained up-to-date on the latest technologies and solutions

- Creation of shell scripts for Automatic Database and Recording Backups.- Installation of Client Dialers.- Handling all desktop and Server Hardware and software related calls. - Operating System Installations : Linux, Ubuntu, Fedora, Lubuntu, Redhat, Windows.- Handling dialer related issues on the client side.- Troubleshooting for technical problems arising on any server and handling escalation calls- Hardware assembling and software installation ( Freepbx , Vicidial )- Configuring GSM gateways, PRI gateways- Fine tuning the agent pages on php level after modifications- Resolved customer issues in a clear, courteous and straight forward manner

- Basic troubleshooting on the Desktops, and other devices.- Configuring and Trouble shooting of MS OUTLOOK/OUTLOOK Express-To solve the technical problems remotely.- Software and Operating System installations : Windows-XP, Windows-Vista.- Installing Printers and LAN printers. - Troubleshooting Hardware and Networking problems.- Resolving Hardware and Networking issues.