System & Network Administration:• Proficient experience on Windows Deployment services, Microsoft Deployment Toolkit and Active directory. • Handled OU creation, user creation, unlocking accounts, password resets, allowing access etc. using RSAT for windows 7. • Proficient with software application installation and troubleshooting such as Microsoft Apps, Adobe Suites, Oracle Apps, Teradata, Informatics and CISCO VPN Products. • Install, configure & troubleshoot Databases like Oracle, MS SQL, Teradata, Apache MySQL, and Other. • Installation, configuration & troubleshooting of Citrix, Juniper, VMware View client, QC client application and browser Plugins. • Upgrading service packs, hot fix of Operating Systems and applications. • Installation and Troubleshooting of Antivirus Products on client machines. • E-mail configuration & troubleshooting of Exchange / SMTP / POP accounts on various E-mail clients and mobile devices. • Knowledge of Configuring and troubleshooting Vonage, CISCO & Avaya phones. • 3rd party and in-house application installation, configuration and troubleshooting. • Fair knowledge on server services DHCP, DNS, and IIS. • MS Vulnerability assessment and Implementations. • Troubleshooting problems remotely and on site.ITSM Responsibilities:•Receiving calls and Logging tickets of the call received & In-person requests. • Tracking of mails and logging tickets accordingly and responding to mails with updates. • Updating users on the ticket progress on findings / updates as appropriate. • Closure of tickets in the CRM tool (RT and OTRS). • Improving customer satisfaction through problem resolution and escalation management.•Logging Incident in other tools if applicable. • Logging calls with vendors and/or AMC.•Adherence to SLA and all the KPI metrics derived for individual, Role, program. • Monitor and record the IT downtime for individual / shift. • Shift Hand over / take over.

• Provided Remote support for the end users using Bomgar Remote Assistance Tool.• Build, configure and upgrade workstations, laptops mobile devices• Troubleshoot, maintain upgrade desktop managed servers• Manage and execute user desk moves, adds changes• User provisioning user accounts, mobile devices, VPN, directory permissions• Automate repetitive system administration tasks• Evaluate and recommend new hardware software technologies or solutions• Documentation of support processes

• Troubleshooting System hardware issues ,Network and Local printer Issues & software issues reported to Service Desk• Installation and troubleshooting the applications used in our organization• OS deployment by using MDT Server• Supporting all levels of IT infrastructure, from desktop support to troubleshooting complex companywide issues