* Responsible for managing a team of ten members and providing technical assistance to Microsoft delivery partners.* Take technical triages to the team and make sure their technical readiness is on par with Tier 2 level of support.* Handle all elevated escalations directly with customers who are on a tier 3 level and provide escalated assistance.* I periodically engage with the product group engineering team to get the latest product and features updates.* Provides and/or oversees support services to GIS customers for specific IT service or set of services. Adheres to service management processes and procedures to meet customer service level agreements and maintain customer satisfaction. Completes root cause analysis of outages or incident trends. Recommends preventative actions.* Perform and document software application configuration, prepare and execute testing (unit, integration, performance, acceptance) and data conversions using standard tools and following established processes and guidelines. Perform Quality assurance.

* Performing Troubleshooting, patching and day to day administration of all kinds of windows server issues* Ensure all cases are acted upon as per the framework expected according to the SLA* Supervise and manage a team of 10 which includes L1 and L2 support by conducting training's and team meetings. Also mentored help-desk and desktop support team members* Performs regular system maintenance, backups, hardware and software upgrades, physical to virtual migrations and performance tuning* Support for physical-to-virtual migrations to VMware infrastructure as part of platform virtualization initiative and managed over 5000 servers* Bringing in efforts and new recommendations for the new systems setup and involved in the production handover for them which also includes the new domain controllers* Perform Root Cause Analysis and Problem Management for corporate Identity Management environment* Coordination and single point of contact for the various stake holders like (Database, Application and Business)* Management of multiple projects and Execution of particular security processes or activities* Prepared and maintained SharePoint sites, libraries and work flows.* Conducted technical training session for SharePoint end users.* Analyzed, debugged and resolved application problems and system issues.* Created and updated SharePoint user groups and accounts.* Formulated and maintained SharePoint permissions and sites.* Participated in site migrations and designed content management solutions.* Being a part of the interview panel from past 5 years.* Constantly work with business, end-users and 3rd party vendors and take strategic decisions to perform product upgrades and product improvements.

During the last 4 years and 2 Months working for ABN AMRO Central Enterprise Services currently known as RBS Business Services Private Limited as a Senior Application Support Engineer/Administrator Roles performed: 1.SABA Learning Sute* Managing employee profiles in SABA application* Uploading of the Web Based Content* Troubleshooting all the application related problems* Customizing the application as per Business requirement* Monitoring the application and tracking the errors to ensure smooth functioning of SABA Application* UAT testing of the application interfaces with latest updates or patchs before implementing on the production environment* Escalation of problems to SABA Vendor - if the problem could not be solved and co-ordinating with them to resolved the issues to ensure smooth functioning of SABA Application* Providing Technical Support on issues related to SABA Application* Providing various kinds of MIS Reports as per Business requirements.* Providing solution in terms of installation, up-gradation, troubleshooting, and database maintenance for optimal performance* Handling hot and cold backups of database* Coordinating with the Business and the Vendor2. IGRAFX FLOW CHARTER* Employee management* Troubleshooting all the application related problems* Customizing the application as per Business requirement* Monitoring the application and tracking the errors to ensure smooth functioning of IGrafx Application* UAT testing of the application interfaces with latest updates or patches before implementing on the production environment* Escalation of problems to IGrafx Vendor – if the problem could not be solved and coordinating with them to resolved the issues to ensure smooth functioning of IGrafx Application* Handling hot and cold backups of database* Coordinating with the Business and the VendorMARS* Employee management & Troubleshooting TUMBLEWEED* Employee management, Troubleshooting and solving errors in the application