• Providing continuous technical support and adhering to the agreed timelines and maintaining the SLA’s.• Resolving complex technical problems by interacting with clients through phone, emails or chats and provide unambiguously written instructions, technical manuals.• Deployment and dealing of virtualization with VMware (VDI).• Managing Active Directories (AD) with ManagineEngine Plus and Azure. • Management of Horizon View, VmWare VSphere, Citrix Director. • Creating, managing and monitoring AWS and Citrix Workspaces. • Integrating and handling SSO of Okta.• Implementing, monitoring, security check of machines via Auvik, Sophos, SecureWorks.• Storing, accessing and managing data, files and profiles of Office 365.• Two Factor Authentication using RSA Tokens, DUO, Google Authenticator.• Multiple Ticket management system handling with ServiceNow/Fresh Service/ServiceDesk Plus. • Connecting and resolving issues of dedicated machines via VPN CISCO AnyConnect Vpn, FortiClient Vpn, Global Protect Vpn.• Providing online support to Clients via Emails and Calls through PressOne, RingCentral, Genesys. • Taking lead of remote sessions by Bomgar, Datto, TeamViewer.

• Level 1 and Level 2 support on multi-node cluster system (Facade, uber, zee5).• Troubleshoot and monitor servers using Zabbix, Linux and Kibana.• Amazon Web Services and DevOps Machines.• Monitoring and restarting EC2/Cloudwatch/ELB/IP Whitelisting on AWS.• Monitoring and troubleshooting Tomcat/Glassfish/Elasticsearch/Logstash/Nginx.• Connecting to dedicated systems via VPNCisco AnyConnect, FortiClient Vpn, OpenVpn Connect. • Checking API response by Postman.• Generated keys on AWS.• Adding and removing instances.• Added new clusters to the repositories.• Installation of Ubuntu.• Escalating, resolving and generating issue related tickets on JIRA/IRDETO Service Desk.• Providing online support to Clients via Calls, Emails, remote sessions by TeamViewer, AnyDesk. • Installation and maintenance of PfSense.• Providing technical support within an organization.• Reduced technical escalations to management.• Train new team mates and commenced training sessions for new updates.

As a SQA Engineer I was doing detailed and thorough quality assurance of ilaan.com's website and its mobile applications (Android and IOS). Responsible for architecting test strategies, in addition to creating, implementing testing in support of software test requirements, working with SQA team to develop, maintain, enhance the infrastructure and report on planned tests, report and manage defects, regress software fixes for new and existing products, assist development with replicating and debugging problems and develop new test solutions as needed.• Review requirements, specifications and technical design documents to provide timely and meaningful feedback.• Create detailed, comprehensive and well-structured test plans and test cases.• Estimate, prioritize, plan and coordinate testing activities.• Identify, record, document thoroughly and track bugs.• Perform thorough regression testing when bugs are resolved• Develop and apply testing processes for new and existing products to meet client needs.• Liaise with internal teams (e.g. developers and product managers) to identify system requirements.• Monitor debugging process results.• Investigate the causes of non-conforming software and train users to implement solutions.• Track quality assurance metrics, like defect densities and open defect counts.