Job Summary:Managing a team of 15 System Engineers responsible for deployment, recovery and new technology installs for the entire Asset Lifecycle of 3000+ PCs and laptops across 3 campuses and Remote Sites.Leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies and goals. Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.Prepares reports on a monthly/quarterly basis for project metrics, SLAs, and achievements.Supports and maintains the end-user environment. This may include assessing, deploying, and implementing hardware, software upgrades and application support.Develop and continuously improve upon Service Desk policies and procedures.Perform Project Management work during new infrastructure rollouts.In COs, supports installation, maintenance, upgrades to local networks and communications infrastructure.Project Leader and Consultant for all Managed Print Services activity in South Asia Region.Administer and Configure Microsoft Intune MDM for enterprise users.Cisco Finesse CTI setup for IT Service Desk and monitoring. Manage all Video Teleconference equipment providing the site with high-quality customer support including facilitation, scheduling and technical support for multiple systems.Responsible for asset management and replenishment for all IT inventory.Assist in inventory management, procurement of IT assets and shipment activities.Conducts complete diagnostics of most business technology problems, including those involving multiple systems, clients, platforms, and technologies.Resolves recurring problems and documents appropriate procedures.Works within the team and with other specialty areas to define client needs and develop the best approach to meet client needs.

My core responsibilities comprised of 3 major activities -  Day-to-day IT Helpdesk Management for the client’s users.  End user Desktop infrastructure.  Datacenter management.Manage, control and monitor the installation, operation and maintenance of IT infrastructure, i.e. data, voice network, call centre equipment, desktops, laptops, printers and communication systems. Setting standards, processes and procedures as well as best practices for various technologies and working methodologies.Involved in network deployment specialists responsible for building new infrastructure and expanding existing networks.Promoted to project manager role for India region to plan, schedule and execute all stages of enterprise software, hardware and system implementations. Assessed business implications for each project phase and monitored progress to meet deadlines and standards. Oversee the administration and maintenance of IT infrastructure.To strategies, plan, develop and implement the company’s IT budget and infrastructure plan.To manage and mentor the IT support team.To ensure that all the facilities meet the needs of the end user with appropriate advice & support.Introducing and installing new system upgrades and security backups for hardware and software systems.To ensure the smooth running of all the systems, including anti-virus software, print services and e-mail provision.To adhere the software licensing laws.To provide secure access to the network for remote users.To oversee troubleshooting, system backups, archiving, and disaster recovery and provide expert support whenever necessary.Oversee all help desk activities at the regional level.Build and maintain vendor relationships and manage the purchase of hardware and software products.Manage the purchasing of all software, hardware and other IT supplies.To ensure that company assets are well maintained.

Supporting all IT Devices including desktop PCs, laptops, IP telephony, meeting room video conferencing and office printing.Operate, monitor and maintain efficiency of the computer systems, servers and networks.Supporting MS office 2010 and Office 365.Deployment of Windows 7 and troubleshooting.Configuration support for all Jabra Headset devices and firmware upgrade.Microsoft Bit Locker Administration and Monitoring.Configuration of Cisco IP Phones to users.Supporting SCCM Issues with all client machines.Coordinate with HP team for Hardware replacement.Create Static IP Addresses for device like solar Inventors, Video Conferencing and manufacturing devices.Providing Installation and configuration support for manufacturing applications like PCIM.Installing and configuring printers in windows server.Maintenance for all networking devices like Switches, Servers and Access Points.Provide physical support to connect network switches between buildings and coordinate with global team for configuration.Single point of contact for India Purchasing team for IT device like desktop, laptop, printers, switches, servers, SFP Modules, Stacking kit and fiber cables.Analyzing user support statistics/data and recommending appropriate measures.Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.To provide permissions to the user as required by them.Ensure that the users have the appropriate access to the tools to support the business in an efficient way. Create LAN and/or E-mail account for the users and administer them.Grant permissions on various network resources available to users.Developing the infrastructure and systems to meet the companies’ needs.Configuring and managing backup & restore procedures.IT security experience including anti-virus / malware, encryption deployment. Create Lync 2013 accounts for users.

Installation, Configuration and troubleshooting all Windows OS.Installation and support of telecommunication equipment.Providing 2nd line support to users.Active Directory administrator in charge of user account management.Configuring Cisco AnyConnet VPN for the user.Create and administer domain accounts using active directory.Performing backups/retrieval of user data’s using Connected PC Backup (Autonomy).Configuration of Live Meeting 2007 add-ins with outlook.Installation of Microsoft office communicator 2007.Microsoft Bit Locker Administration and Monitoring.Installation and configuration of Cisco soft phones.Install/uninstall, connect, configure, upgrade, troubleshoot, test, and diagnose wired and wireless desktop and laptop computer systems.Virus, Spyware/Malware, and malicious code removal support.Providing solutions for all escalated problems like OS, Outlook, MS Office, IE, Enterprise-Vault, Printing, scanning and Virus etc.Configured, formatted and maintained PC desktops, laptops, local printers, peripheral devices, and associated software.Responsible for Managing Symantec Endpoint Protection Manager Remote Console.Have to work on Priority 1, 2 Tickets.RSA / ACE Administrator: Responsible for supporting SecurID tokens for Field Base users and In-House users. Created user ID’s and assigned SecurID tokens to that ID using the ACE Remote Admin Tool.Removed user ID’s and unassigned SecurID tokens using the ACE Remote Admin Tool.

Worked on different wired and wireless networking devices.Installed and configured different types of wired and wireless routers like CISCO, Net gear, Linksys and SOHO etc.Support provided through voice and remote sessions for resolving customer problems.Worked on different wireless b, g &n standard routers. Installations done for any kind of OS and handled hardware issues in computers.Installation and configuration of Symantec Anti-Virus for the users. Configuring Email Clients like Outlook Express, Windows Microsoft Outlook and Windows Mail.Installation and update for different drivers on user computers.Password reset for user email account.