Worked as project lead and coordinating tasks during major incident. Work with Problem Manager and review Change Management process to avoid same or major incident from taking place.Performs incidents trend analysis, create problem ticket for recurring incidents; work with stakeholders to drive reduction in repeated incidents etc.Managed cross tower incidents and complex problems.Well versed with various problem-solving techniques like Service now, ICM, HPCSN tools etc.Good understanding of Service Desk Operations, Escalation Management, Stakeholder Management experience including different (Service Now and Sales force) Ticketing tools knowledgeGood Communication skills Verbal and Written along with Excel reporting knowledgeGood Understanding of Application, infrastructure towers and internal services as well as external service qualityGood to have financial industry knowledge, Understand customer s requirements including business workflows, functional and technical specifications. Lead the client engagement independently with the help of team across globe content support for new opportunities, creating toolkits, and ensuring client success.Utilize project management tools to ensure regular client update meetings, stakeholder management, any failure or risk analysis of the project, data sources, tracking execution and success metrics effectively and efficiently. Closely liaise with Internal partner team and provide regular updates on project delivery covering aspects such as quality, timelines, risk, and issue Management .Proactively identify potential issues and drive resolution to avoid customer impact and facilitate continuous improvement. Recommend solutions and features based on the requirements for the client s market and guiding them on budget suitability.Manage the remote service team's daily activitiesFunction as the customer's single point-of-contact for problem identification and resolution for issues that have been escalated by the team.

Accenture India Pvt. Ltd.Designation – SW/ Application Tech Support AnalystCloud Service OperationLocation – 3rd - 5th Floor, Tower B, Sp Infocity, Plot No. 243, Udyog Vihar Phase 1, Udyog Vihar, Gurugram, Haryana 122016Date of Joining - 17 May 2018CURRENT JOB RESPONSIBILITIES  Monitoring, Tracking, Assigning & responding to support tickets. Performing user account maintenance, managing incidents and providing resolution for end-users technical challenges.  Troubleshoot hardware/software issues. Ensured that complex defects and problems were resolving through production releases and upgrades. Wrote and updated process support documentation. Developed new processes for internal and external users. Utilized knowledgebase tools to transfer technical & business knowledge to team members. Creating, Configuration and troubleshooting VLAN’S database, port channel and switch trunks. Monitor availability of Core Router (Cisco-7200), ASR 9000 Series Routers On boarded new tenants on Azure for ON-Premises SAP configuration on Nexus 5K, 3K, ASR9001  LAN TECHNOLOGIES – Ethernet, Switching, VLAN, and STP, Port channel etc. Involved in SNMP Network management Upgrading and backups of Cisco router, Switches.  Dealt with monitoring tools (SNOW ,ICM,SPLUNK,OMI) for device availability monitoring. Work on Daily Network device health checkup ,SRF Tracker ,DCAT Tracker, Network On boarding ,Blackout raise, Hardware failure, Inbound, Outbound, Responsible for discussion & signoff of SLA Uptime report & RCA. Work on Vendor management, Inventory planning , SLAS, Monitoring, Incident Management, Problem management ,Escalation Management, Change Management.

Javi Systems India Pvt.Ltd.Designation – Network EngineerProjects as a ownership : UBIRRB bank , Orissa Gramin Bank , Aircel ,Telenor, KIIT, CII, HIMSWAN , Jindal Steel Plant,TATA steel plant,HDFC bank ,GAIL, Bharti Airtel, Hindustan Beverages (COKE),BSNL, Acision ,BOI bank ,HDFC bank, E-Court,ONGC, Khanna Paper Mills ,CBEC, Bank of Baroda ,PNB,HPSDC,HPPCL as a ownership end to end, Coordinate with Fieldengineers. Having the hardware and configuration support for these projects.Technical Support(Routing & Switching), SPOC assistance for End User Support ,Team Leader , Call logging, ProjectsLeader, PM Activities ,Planning, Operation, Execution, Implementation, Service management role, , Inventory planning, SLAS, Monitoring, Incident Management, Problem management ,Escalation Management, Change Management, TeamManagement, Vendor Management.Customers : Hewlett Packard, Orange Business Services, CMS, Huawei, Nokia, Ericcson, BSNL etc.Handling the call from User, Clients & Customers PAN India for our all projects related with Governments & Private sectors’ network infrastructure Management Services, ,Network Cabling Installation Service ,Network Consultancy Service, Security Solutions ServiceResponsible for data-center & Branches of PAN India capacity and growth planning, including cage layouts as well as power and cooling aspectsWork with various engineering departments to define project requirements for new Projects hardware deploymentsProviding 24x7x365 support and quickly addressing and resolving ticketsConfiguration of CISCO Router 881, 1841,1811 &2821. 1841,2951,2921 ,3845Configuration of CISCO Switch 2960,3560,3750.Configuration of Juniper SSG-20 ,Juniper SRX 240 ,SRX 650,J4350,J6350.Configuration of Cisco IP Phone & Non MLN Modems.Handling the Purchasing, logistic ,Payroll, HR, Vendor payments, RMA, Testing, Stocking of hardware /Customer Sign-off , Billing, Invoicing ,Resources planning PAN India

EL Group International (Lady R,Cotton Jersey,Star Pack Aids,EL Info Pvt. Ltd.)•Managing Microsoft Active Directory.•Familiarity with Microsoft Exchange Server 2008.•Installing / Troubleshooting desktop & server hardware, laptop, networking devices & peripherals.•Familiarity with DNS, AD, DFS, FTP, DHCP Concepts.•Experience in Remote access tools (VPN Client, Remote Admin)•Experience in Backup & Vendor Management.•Group policy planning & deployment.•Monitoring Performance of servers / desktops, Mac, Android.•Managing Quick Heal / MacAfee Antivirus server / managed clients by remotely.•Assembling of Systems / Servers & Troubleshooting of Laptop, Android & Servers.•Knowledge of installing & configuring Switches / Router.•PC Peripherals installation, configurations & troubleshooting.•Network / computer problems LAN / WAN Planning & deployment.•Server administration, handling backup, manage & maintain fire-walling & diagnostic & preventive maintenance.•Experience in planning, implementing & troubleshooting wireless networks.•Managing Domain server & mail server, quick heal server, backup server.•Supporting of all software related company use like wilcom, wing, XCode, net beans, XAMPP etc.•Supporting to Content Writer, Developer, Testing, Sales, Installation, IT,PP Presentation, Online Order Process, Finance, Presentation Skills, HR team’s.•Install all new hardware, system and software for networks.•Supports administration of servers & Experience in N computing.•Manage all system backup & Restore.•Perform troubleshooting analysis of servers, workstations & associated systems.•Document network problem & resolution for future reference.•Manage user accounts, permissions, and emails, antivirus, anti spam.•Maintaining of LAN & wireless networks.•Experience in configuring account, backup, restore of Outlook,

Alchem International Ltd. (Alchem Phytoceuticals,Pharma Compass,Alchem International,My Epique) • Manage security server- Symantec (anti viruses) with remotely to all clients.• Manage Cyberoam Firewall for all users (Access, Bandwidth, Web Filter etc) .• Manage all applications like Logic CRM Software/Logic ERP Application for FMCG, Tree Software, antivirus,.• Provide technical training of Logic ERP Application for FMCG to users through remotely.• Supporting to Content Writing , Developer, Testing, Sales, Installation, IT,PP Presentation, Online Order Process, Presentation Skills, • Install all new hardware, systems, and software for networks.• Install, configure, and maintain network services, equipment and devices.• Supports administration of servers.• Manage all reports related with technical issues of users.• Manage VC, Backup Size, Server mails, Antivirus update, Mail Fetching, Exe, Hforms reports.• Testing of Drug Database.• Manage all system back-up and restore. • Plans and supports network and computing infrastructure. • Perform troubleshooting analysis of servers, workstations and associated systems by remotely. • Documents network problems and resolution for future reference. • Monitors system performance and implements performance tuning. • Manage user accounts, permissions, email, and anti-virus, anti-spam. • Requires a through knowledge of networking essentials. • Maintaining of Network and local printer.• Maintaining of Wi-Fi and wireless network.Understanding and troubleshooting IP networks.Strong analytical and troubleshooting skills.• Application Support and Deployment experience for clients through remotely.