Rubina N Salam Email & Phone Number

United Arab Emirates

Dubai

India

• Monitoring and reporting service delivery metrics and overall performance.• Handling service outages/escalations.• Handle migrations or projects such as Exchange & Windows Server migrations, technology upgrades etc• Billing clients on the services provided under Server vertical• Preparing Standard Operating Procedures (SOP)• Bid for projects related to Windows Server Technologies through online freelancing sites like Upwork & Elance• Preparing project documents or Plan of Actions prior to starting a Project• Collaborating with senior management team on client account managementactivities• Building client service reports• Conducting service delivery meetings and knowledge transfer sessions• Incident Management• IT asset management• Adhering to Change Management Process• Handling ticket escalations from the support team on Microsoft Exchange, Active Directory and Office 365• Performing the global service delivery for multiple clients across the US, Australia, Canada, Middle East and parts of IndiaAlso managed the Windows Team. Responsibilities included:• Communicating deadlines and responsibilities with the team and discuss concerns until resolution is arrived at• Monitoring quality of work of the team members and providing regular feedback to the respective team member• Identifying potential areas of strength of individual team members and providing suggestions and support for additional training to enhance skills• Utilizing additional skills of team members in ways beneficial to both the team member as well as the organization• Mediating interpersonal issues between team members• Managing shifts as well as leave and holiday requests of the team members

India

• Monitoring and reporting service delivery metrics and overall performance.• Handling service outages/escalations.• Handle migrations or projects such as Exchange & Windows Server migrations, technology upgrades etc• Billing clients on the services provided under Server vertical• Preparing Standard Operating Procedures (SOP)• Bid for projects related to Windows Server Technologies through online freelancing sites like Upwork & Elance• Prepare project documents or Plan of Actions prior to starting a Project• Collaborating with senior management team on client account managementactivities• Building client service reports• Conducting service delivery meetings and knowledge transfer sessions• Incident Management• IT asset management• Adhering to Change Management Process• Handling ticket escalations from the support team on Microsoft Exchange, Active Directory and Office 365• Performing the global service delivery for multiple clients across the US, Australia, Canada, Middle East and parts of IndiaAlso managed the Windows Team. Responsibilities included:• Communicating deadlines and responsibilities with the team and discuss concerns until resolution is arrived at• Monitoring quality of work of the team members and providing regular feedback to the respective team member• Identifying potential areas of strength of individual team members and providing suggestions and support for additional training to enhance skills• Utilizing additional skills of team members in ways beneficial to both the team member as well as the organization• Mediating interpersonal issues between team members• Managing shifts as well as leave and holiday requests of the team members

India

• Remotely manage the client server farms based on Windows Server Technologies• Perform Maintenance and Patch Management of client servers• Prepare monthly analysis reports of the critical alerts received on Monitoring tools from client servers• Perform Windows/Exchange server migrations, Service Pack upgrades of client infrastructure• Exchange certificate installation, renewal and troubleshooting• Resolve AD Replication Issues, Exchange mail flow issues with ActiveSync, Outlook Anywhere• Create Group Policies as per request• Managing client Sharepoint sites. Includes SharePoint settings, user privilege management and user access settings• Managing Backup software, Anti-Virus applications, Email Spam Filters• Technical training for Level 1 Engineers • Taking ownership and resolving the issues escalated from Level 1 Engineers• Verify the Change Control Forms forwarded by L1 engineers • Ensure that periodical checks, maintenance performed by the L1 engineers are in order• Verify the documents / case studies prepared by the L1 engineers

India

• Remotely manage the client server farms based on Windows Server Technologies• Identify and resolve technical issues on Windows Server and Desktop Environment• Perform daily checks and backup checks of client infrastructure and report if any anomalies found to next level• Monitor alerts from the Monitoring tool and take actions if necessary• Adhere to Change Management Processes while performing Maintenance, working on Projects etc.• Attend requests received on the ticketing tool promptly and close the same without violating the SLA.• Study on latest Windows Server Technologies and take knowledge sharing sessions to the team• Interact with clients over phone and chat as and when required

India

• Providing technical support• Configuring the PC’s to access the organization network• Printer mapping and print driver installation• Installation of different software• Troubleshooting internal network and desktop issues• Creating and managing AD user accounts