• Led and manage the End-User Computing (EUC) team, providing technical guidance and serving as the escalation point for Azure VDI issues, ensuring timely resolution and user satisfaction.• Conduct comprehensive technical training sessions for the team, enhancing their skills and knowledge in areas of improvement, resulting in a more capable and productive team.• Develop and maintain detailed process documentation and knowledge base articles, facilitating knowledge sharing and ensuring consistency in troubleshooting and support procedures.• Expert in Python scripting, leveraging it to automate and streamline various processes, resulting in increased efficiency and reduced downtime.• Proficiently manage Confluence pages, creating and organizing process documents, playbooks, and guidelines for easy access and reference by the team and users.• Execute multiple projects, and utilize strong project management skills to plan, allocate resources, and deliver projects within scope, budget, and timelines.• Conduct regular assessments to analyze the team's technical knowledge and identify areas of weakness, designing and delivering targeted training programs to bridge those gaps.

• Work as a technical point of escalation for the IT Support team and provide a resolution within established SLA targets.• Co-ordinate with onshore support/cross-functional teams to deliver IT services for customers• Follow up on outstanding issues, setting up Resolution state and ensure timely solution along with Customer satisfaction• Drive service improvement via gap analysis and ongoing review of SLA-driven KPI's• Work with management to develop process and procedures that are aligned to industry best practices• Provide periodic training to team members and ensure runbooks/documentation is up to date• Develop, document, and maintain standard operating procedures, best practices, and customer service guidelines• Work with Migration/Project team and attendant and provide regular progress in project stand-up meeting• Monthly Windows Patching on Dev Servers

• 2nd line Administration of IT Infrastructure functions (co-ordinate periodic Datacenter maintenance, DR PC health check, attend CAB meetings & Recurring forums) • 2nd line Desktop support of all office, overseas and home based customers• Delivery of excellent customer service by meeting agreed Service levels (SLA’s)• Maintenance/development of working procedures and Cross training of team members to build team’s skill sets and work transition from both overseas and internal.• Desktop/Infrastructure specific project involvement (Migration, Change etc) • Desktop Infrastructure (Intermediate knowledge in Windows 10/8/7, MS office 2010/2013/2016,VMware Horizon view, SCCM and Appsense technologies)• Networks (Basic knowledge in Cisco networking and Routing, Avaya Telephony, Broadband etc.)• Windows Server (Basic knowledge in Windows server 2008, Active Directory, DNS/DHCP, Exchange server, Group policy and App-v)• Telephony (Intermediate knowledge in AVAYA, NICE and CMS)• Mobility technologies (Basic knowledge IOS and Android GFE and VMWare air-watch)

• Maintaining daily server monitoring check list.• Active directory 2008 User creation and trouble shooting for ODC.• Adding Users, Groups, OU and Computers and applying Group Policy.• Managing file server and DHCP server.• VPN testing for customer project and implementation.• User creation in Array server for Remote access.• Creating, Installing, configuring and maintaining the Virtual Machines, installing Guest Operating Systems like Windows, Linux.• Monitoring VMware backup• Deployment and configuration Virtual Servers as per project request.• Backup & Restore management of the Virtual Machines.• Scheduling of backups and System security.• Deploying virtual servers using template.• Cloning of virtual server.• Co-ordinate with vendor Consolidation of Physical servers.• Decommission/ rebuilding the existing servers as per the request.• SCCM 2012 client trouble shooting. • Trouble shooting in McAfee antivirus clients.

• SLA Based incident Desktop L2 support.• Doing Basic Troubleshooting on Citrix, VPN, Network Printers, Windows XP/7, Data card and Outlook.• Black berry enterprise activation and mail configuration.• BYOD Mail configuration in Android, IOS, Windows.• Configuring and troubleshooting Direct Access in windows 7 OS. • Installation and Updating of Anti-virus (Symantec), patches and service packs.• SCCM client Installation and trouble shooting.• Trouble shooting Network related problems changing VLAN, enable port etc.• Installation and Configuration of S/W Client SAP, MS office 2007/2010.• Installing Symantec DLO Backup client and trouble shooting. • Wireless access configuration in laptop and BYOD devices.• Training staff and orienting them on how to use computer hardware and software systems • Escalate more complex calls to the relevant Technical Services support.• Arrange for external technical support visits where problems cannot be resolved in location.• Complete knowledge of SLA & Keeping track of SLA for all calls• Attending Calls of all critical users, Blackberry and BYOD.• Monthly Laptop Health Check for SVPs, VPs and GMs.• Reports: Pending calls, Pending Spares, Engineer Competency Tracker, Leave Tracker, Others.• Conducting training for L1 engineers.• Handling Escalated issues.• Preparing team meeting MOM• Follow-ups on C-SAT• Maintaining Critical user data base like Laptop & smart phone details.• Induction for New Engineers.• Keeping the users updated in case of some major incident in the location (Server failure or N/W failure).

• Responsible for Servers, Desktop and Network.• Installation of Server operating Windows 2003.• Support for HP ProLiant DL385 G2 Server.• Installation and Updating of Anti-virus, patches and service packs.• Trouble shooting Network related problems.• Installation and Configuration of S/W Client.• Symantec Antivirus client installation.• Managing Database Backup.• Trouble shooting Desktop and Application Problems.• Trouble shooting and managing Hardware & Network Devices.• Maintaining the Switches CISCO 2950, 3750

• Installation and trouble shooting of Operating system Windows XP, Windows 7, Fedora, Ubuntu.• Installation and Configuration of Different Device drivers like Display, Sound, Network Adapters, Scanners, and Printer etc.• Installation and Managing of Local and Network Printers.• Installation and Configuration of application software.• Updating and installing patches to all network equipments including software and hardware.