Participated in drafting service budgeting, advising on areas of possibleimprovement to reduce costs and service delivery times.Handled escalated customer issues effectively, resolving problems swiftlywhile preserving positive relationships where possibleMonitored team performance, adhered to service level agreements (SLAs),and provided detailed job training.Advised clients on methods, technologies, process improvements, andtraining that would increase overall business potential.Maintained proper staffing levels to guarantee timely and accuratedeliveries.Met with business leaders to better understand IT issues that negativelyimpacted businesses.Contributed to internal and external account reviews.Cultivated effective and positive working relationships with lucrative clientsthrough onboarding, initial training, and ongoing support.Implemented strategies to increase customer service satisfaction ratings.Attended staff and client meetings and served as liaison to manageoperations for accounts.Coordinated and led internal and external site team meetings.Communicated clearly with employees, suppliers, and stakeholders to keepeveryone on same page and working toward established business goals.

Forecast and budgeting Client management Vendor managementEscalations Cross skills for the team

Functional .» Managing SLA KPI, Team Utilization, Rant & Rave feedback.» Shift Scheduling, Demand Tracker, Performance Management for the team, Problem Management, Incident Management, Change Management.» Raising demand for new Resource with IGrasp and also assigning the WBS.» Developing and negotiating with vendors for timely supply of inventory, computer peripherals and hardware devices as per SLAs to facilitate smooth project activities.» Creation of SOW as per needs from Global Business UNIT (GBU)» Invoicing on monthly basis for the services which have offered from Offshore country» Configuring Active directory; creating users and group and allotting permissions on resources such as File and Print Server. Handling installation of hardware components and configuring appropriate drivers.» Managing the application server, monitoring day-to-day server performance and managing active library for Servers.» Scheduling & performing Backup / Restoration; ensuring scheduled / unscheduled Backups as per backup plan and restoration. Allocating storage space for user in systems and maintaining logs on individual systems.» Troubleshooting problems pertaining to File Server, Workstation, System Performance, Network Administration, Application Conflicts and System Bugs.» Handling troubleshooting of File and Print Servers. Addressing queries regarding the Information System / Software & extending onsite support to the clients including maintenance of hardware / software support.» Maintaining updated documentation for current hardware and software configurations, and also for proposed future installations, testing & modifications to the current environment.

» Handling L2 Team for Microsoft Data Center Support Project.» Remotely rebuilding Servers using Altiris Imaging tool. » Proactive part of Global Microsoft Data Center Support Project.» Providing remote support to Microsoft Data Centers in the US, supporting Win Server 2008, Server 2003, Server rebuilding using Altiris, Assigning VIP/DIP, Server renaming, etc.» Working on Backup and restoration using Symantec Symantec Veritas Backup Exec. 10.5 and 12.5 Versions. Reporting of Success and failure percentage of Daily jobs.» Scheduling and Monitoring of Daily and weekly jobs for US Clients using Symantec Veritas Backup Exec.» Accountable for:o L2 Supporto Team Managemento SLA Management.o Customer Communicationo Vendor Managemento Remote Desktop Management using DameWare/netmeeting

• Installation/configuration of Windows NT/Windows 2000 & 2003 server• Doing the backup of file server using VERITAS 11.• Deployment of Symantec Antivirus on client machine.• Managing the client updating through WSUS SERVER.• Managing & creating accounts on Exchange Server 2003

• Providing Software Support for OS (XP,2K,Office 2K3,MS-Outlook,SAPMainframe, etc,)• Installation/configuration of Network.• Hardware support for PCs, printers, projector, scanner & multifunction devices• Installation/configuration of Windows NT/Windows 2000 server• Solving the incident by Remote, using Dame Ware. • Installation of different application under client/server. (Oracle based application).• Implementation of windows software updates service.• Inventory verification & management.• Regular backup of servers on digital data cartridge.• Configuration & installation of DeskJet printer and other h/w.• Logging call to Maersk vendor (Reg:- PCs,(Dell ,Hp, Some assemble pc,) Avaya Phone ,Printer)