Lead and mentor a team of system administrators, overseeing the installation, configuration, operation, and maintenance of system hardware, software, and infrastructure.Drive technical project management efforts, ensuring timely system deployments, performance optimization, and issue resolution for service stability.Manage critical system and DBMS deployment, ensuring 24/7/365 uptime and seamless operation of infrastructure services.Proactively monitor system stability and performance, continuously optimizing and improving systems.Conduct root cause analysis and troubleshoot hardware/software issues, implementing improvements to reduce downtime and improve operational efficiency.Oversee system performance and capacity management to align with project needs and optimize resource allocation.Manage escalations with hardware and software vendors, resolving critical issues with minimal operational disruption.Provide leadership for cloud environments (VMware, NSX), ensuring high-performance infrastructure and seamless integration.Lead system administration tasks such as OS installations, patching, software deployments, backups, and disaster recovery.Develop and implement automation scripts to streamline operations and enhance system efficiency.Ensure system and network security by identifying vulnerabilities and implementing effective remediation measures.Oversee database backup, restore, and archive processes to ensure data integrity and security.Lead ITIL-based change control processes to ensure smooth transitions and compliance with internal guidelines.Facilitate cross-team collaboration, ensuring efficient communication with internal teams, customers, and vendors.Provide off-hours maintenance and on-call support to ensure critical systems remain operational.Coordinate with stakeholders to influence decisions and align project goals with business objectives.Experienced with cloud platforms Azure for infrastructure deployment and migrations.

Working on technically challenging areas of compute, VMware, Hyper-V and storage to resolve customer problems promptly.Responsible for customer relationship management and for the overall delivery of the Service solution. Acting as Customer's single IT management focal for all service-related issues, technical escalations, and customer requirements.Managing Root Cause Analysis, Critical Incident Report and handling Critical Incident SituationsWorking on making continuous improvements to key processes, seeks to meet business objectives while contributing to the overall success of the department/ organization.Working on People Management to meet organization goals, meets goals set for Performance Management Initiative, motivate and recognize individuals within team.Oversee daily shift operations, ensuring adequate staffing and adherence to SLA commitments for the team in India & Srilanka.Facilitate personnel management, providing engineers with the necessary resources to deliver exceptional support.Participate in the hiring process to recruit and expand the team of Support Engineers in India and Srilanka.Effectively manage team engineers, maintaining their customer focus while supporting their career development.Handle escalations by diving deep into issues and guiding engineers to the appropriate teams.Lead effective business and technical discussions..

• Disk management, Raid implementation , backup and recovery• Managing servers through ILO, D-RAC• Managing failover cluster on Win 2k3, 2k8, 2k12 & 2k16• Managing Hyper-V and Hyper-V clusters• Managing Print servers • Windows server OS recovery and performance monitoring.• Managing file servers and User access• Server failure trouble shooting• Memory dumps analysis.• Server Space management.• Server hardware firmware upgrades and maintenance • Managing & Administering Windows Server 2003, 2008 , 2012, 2016 & 2019• Managing & Administering Active Directory Services, DNS, DHCP,• Managing & Troubleshooting Group policies • Trouble shootings server backup/writers’ issue.

• System Administration and Management Services.• Providing support & Administration to the Windows Platform Desktop and Servers• Installing and configuring the Windows Server features & Roles.• Installing of Service packs, patches, and Microsoft approved hotfixes• Creating and deleting groups adding and removing users from groups and Handling the OU’s by applying GPO.• Troubleshooting the windows OS issues and if required escalate it to vendor• Active Directory management• Online Exchange (Office 365) administration and Rackspace etc.• Administration of Hyper-V Server, Hyper-V replication, Hyper-V clustering and VMware.• Managing Exchange Server administration & Environments: Directory Sync and Hybrid Mode.• Managing AWS cloud environment.• Administration of DNS and DHCP server• Handle public DNS records updating as per requirement and domain registration• Administration of Remote Desktop Server, Publishing remote applications and virtual desktops.• Handling issues related to Servers and Desktops.• Hands on experience in technical support for clients in U.S• Handling the entire infrastructure for them ranging from Desktops, Servers (2008,2012, 2016)• NOC (Network Operations Centre) handling issue related to servers going offline, high CPU usage, low disk space etc.• Working on spam filters like MacAfee, Rackspace, Reflexion.• Remote Tool: - Automate• Ticketing Tool: - ConnectWise & Kaseya• Working on managed antivirus clients like Symantec Management Console, Kaspersky, Webroot etc.• Working on Backups including Acronis and Datto• Working on Disaster Recovery issues on Datto• Working on printer issue on network, scan and email, scan to folder issues.• Managing Client servers and Desktop Backup from Acronis Cloud and Datto Backups, Restoring backups during disasters.

Installing & maintaining servers (Windows Server 2008 R2, Active Directory, DNS, and DHCP) System upgrades, system documentation, daily administration, and problem-solving as well as assisting users in problem resolution as needed.Providing day to day Help desk support to 200+ on-shore and off-shore employeesSupport related to installation, update, configuration, operations, performance, or other aspects of information technology products and servicesImplemented Additional Domain controller in Windows 2008/2012Managed the domain hosting, web hosting from third party vendorManaged company’s application and shared folder backups using Microsoft OneDriveManaged backups of important employees by scheduling backup through Backup & Restore feature in Windows 7 and Windows 8 OSImplemented the Hyper V Clustering in the Production EnvironmentManaging user shares backups and virtual machine backups through DPM.Implemented Print Server in the company environment.Implemented WDS Server in India Office and US Office.Managing SCCM server for Pushing Security Patches.Tested failover of hyper V machines in a same test environment.Configured Group Policies, Security Policies, IIS, FTP.Monitored Error logs of different servers and resolving them.Troubleshooting Hardware issues raised by the users.

Served as a recruiter. Conducted pre-qualifying phone screens on candidates and targeted warm calls to generate interest in IBM Global opportunities. Made recommendations regarding next steps with each candidateActed as the main recruiting contact for key client groups and internal and external candidates. Developed sound business relationships with internal clients to achieve stated goalsIdentified candidates through multiple sources including employee referrals, social networking sites (e.g. LinkedIn, Naukri, Monster), alumni, transfers and agenciesDeveloped and maintain relationships with Business Unit and Service Line hiring managers and HR leadersParticipated in workforce planning sessions and ongoing ad-hoc feedback meetings with hiring managersExecuted on processes to implement hiring plans based on business strategy in consultation with business and recruiting leadersParticipated with hiring managers and recruiting leadership to develop implementation plans for sourcing and recruiting strategies, paying particular attention to inclusiveness strategiesManaged the open applications in the recruitment system, manage the selection process and its progress, and provide timely periodic recruitment reportsDemonstrated a consultative style, providing relevant metrics and industry trends to develop creative solutions for hiring managersRepresented the company through networking with professional organization networks, colleges/universities, diversity sources and other networksAssisted in sourcing top candidates for student internships and management training programs

Supplemented monitor allocation performed by the quality vendor, focusing on individual support and coaching for low performing agentsConducted coaching sessions with associates and provide feedback addressing client service performance, product knowledge, and call productivitySLA Tracking and Reporting and analysis of service delivery performance metricsAssisted Quality Assessment Manager in accessing and maintaining Agent databaseAssisted in utilizing reporting tools that track performance at a department, team and individual level to measure quality ratesPerformed ticket audits of each operations team, ensuring the proper documentation and workflow of service request per internal procedureConducted monthly calibration sessions with call center Team Leaders to develop scoring consistency and best practicesProduced reporting based on audits and offer suggestions, job-aids, etc. for improvementWrote fundamental documentation in a clear, concise manner and according to standardsUtilized feedback from customers to facilitate improved quality of services being providedMonitored and evaluated randomly selected calls to assess associates' service level standards and complete online evaluations of client callsCompleted analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact centerConducted customer interaction and ticket reviews, and complete evaluations

Providing server & network support to the client/ users based out in the UK, USA/ Canada, and AustraliaMaintaining daily call records on the intranet-based toolManaging and troubleshooting the issues related to Windows XP, Vista, 7, 8 OSManaging & troubleshooting the issues on Mac & Linux based operating systemsManagement of file servers on Windows Server 2008Openfire instant messaging server support & managementInstallation of various software’s according to clients needsConfiguration & management of backup servers using Retrospect backupResearch for new IT implementations in the organizationResponsible for installing and configuring secure printing setup on user’s WorkstationManaging Trend micro antivirus for all workstationsResponsible for Hardware and software support