Senior IT Manager level with ERP head for India operations

Responded to, evaluated, and prioritized incoming phone and email requests for technical assistance from users experiencing problems with hardware, software, networking, ERP, citrix presentation server client and other computer-related.Applied troubleshooting skills techniques to verify solutions.Contributed ideas to improve customer service, suggested and implemented the same in the customized ERP.Took initiative to understand company internal organizational structure to develop various modules in ERP.Contributed in successful new implementation of various modules (purchase module, stores module, exports module, dms(distributor management system) module, production module, accounts module) in oracle based ERP.Frequently resolved issues with little or no supervision.Quickly learned new tasks and rapidly resolved customer problems.

Responded to, evaluated, and prioritized incoming phone and email requests for technical assistance from users experiencing problems with hardware, software, networking, ERP, citrix presentation server client and other computer-related.Applied troubleshooting skills techniques to verify solutions.Contributed ideas to improve customer service, suggested and implemented the same in the customized ERP.Frequently resolved issues with little or no supervision.Quickly learned new tasks and rapidly resolved customer problems.Served as a sole desktop providing technical support for 120 users in 4 satellite offices.Supported multiple corporate-wide system infrastructure design and system upgradation.Coordinated on citrix Presentation server installation and taken care of maintenance for last 2 years.Hands on experience in citrix xenserver virtualization.Saved travel time to remote location office several hours away and quickly solved user problem by deploying new remote-control software package to resolve/diagnose user issue.Restricted the Corporate users to misuse the internet connection by successful implementation and maintenance of fortinet 60B firewall.Taken care of IT purchase and maintained a reliable relationship with vendors.CUSTOMER SUPPORT ENGINEER (FIELD WORK) - IT Gemnet Info Systems, Bangalore, Sept 2006 Oct 2007.Consistently delivered rapid, outstanding service and support, resulting in high level of customer satisfaction.Assisted corporate client's computer hardware, software related calls over phone, remote access and visiting their premises if required.Supported and coordinated all kind of service calls from network cable crimping problem to the server level problem.Provided Support as 'Residential Engineer' for various clients for small span of time (one or two months).Worked on wireless routers and security, made sure that outsiders did not have access to those routers.