-Provide client support and support and technical issue resolution via Email, Phone or Instant Messaging-Windows server and related Microsoft technologies (Exchange, Active Directory, Remote Desktop Services, Internet Information Services) including monitoring and troubleshooting, administration, replication technologies, security hardening and performance.-Onsite and offsite backup configuration and monitoring using StorageCraft (ShadowProtect, ImageManager and Shadow Control)-Perform desktop and server troubleshooting to isolate and diagnose common problems-Install, upgrade and configure network printers, directory structures, rights, security, software and files services-Provide users with training and support including application support, virus and spyware issues, and mobility issues-Create Active Directory user accounts, user mailbox, and organizes shared folders access-Configure software to connect to internet application servers-Identify, correct and advise on operational issues in client computers-Assist with the migration of Microsoft application to Cloud, specifically Microsoft Exchange, Microsoft Sharepoint, Active Directory and Microsoft Windows Server 2008, 2012 and 2016-Configure and migrate files and email from on-premise to Microsoft Office 365-Provision and configure virtual on-premises and cloud IT environments-Provision and configure physical and virtual network environments-Manage and maintain on-premises/cloud virtual IT environments based on VMware and Hyper V-Troubleshoot and resolve desktop, laptop issues, phone (hard/soft) or internet connections

Assist customers via phone and email with any office 365 issues including the following below:- Exchange- Office 365- One drive- Sharepoint- Calendar- Azure- Hybrid ConfigurationProvide expert guidance on DNS management

-Provide client support and support and technical issue resolution via Email, Phone or Instant Messaging-Windows server and related Microsoft technologies (Exchange, Active Directory, Remote Desktop Services, Internet Information Services) including monitoring and troubleshooting, administration, replication technologies, security hardening and performance.-Onsite and offsite backup configuration and monitoring using StorageCraft (ShadowProtect, ImageManager and Shadow Control)-Perform desktop and server troubleshooting to isolate and diagnose common problems-Install, upgrade and configure network printers, directory structures, rights, security, software and files services-Provide users with training and support including application support, virus and spyware issues, and mobility issues-Create Active Directory user accounts, user mailbox, and organizes shared folders access-Configure software to connect to internet application servers-Identify, correct and advise on operational issues in client computers-Assist with the migration of Microsoft application to Cloud, specifically Microsoft Exchange, Microsoft Sharepoint, Active Directory and Microsoft Windows Server 2008, 2012 and 2016-Configure and migrate files and email from on-premise to Microsoft Office 365-Provision and configure virtual on-premises and cloud IT environments-Provision and configure physical and virtual network environments-Manage and maintain on-premises/cloud virtual IT environments based on VMware and Hyper V-Troubleshoot and resolve desktop, laptop issues, phone (hard/soft) or internet connections

Provide client support and technical issue resolution via Email, Phone or Instant MessagingWindows server and related Microsoft technologies (Exchange, Active Directory, Remote Desktop Services, Internet Information Services) including monitoring and troubleshooting, administration, replication technologies, security hardening and performanceOnsite & offsite backup configuration and monitoring using StorageCraft (ShadowProtect, ImageManager and ShadowControl)Perform desktop & server troubleshooting to isolate and diagnose common problemsInstall, upgrade and configure network printers, directory structures, rights, security, software and files servicesProvide users with training and support including application support, virus and spyware issues, and mobility issuesCreate Active Directory user accounts, user mailbox, and organizes shared folders accessConfigure software to connect to internet application serversIdentify, correct and advise on operational issues in client computersAssist with the migration of Microsoft applications to Cloud, specifically Microsoft Exchange, Microsoft SharePoint, Active Directory and Microsoft Windows Server 2008, 2012 and 2016Configure and migrate files and email from on-premise to Microsoft Office 365Provision and configure virtual on-premises and cloud IT environmentsProvision and configure physical and virtual network environmentsManage and maintain on-premises/cloud virtual IT environments based on VMware and Hyper VTroubleshoot and resolve desktop, laptop issues, phones (hard/soft) or internet connections

Knowledge and experience on CISCO and NetworkingKnowledge of IP routing protocols, Ethernet, ATM and DSL technologyExperience with fixed-access technologies like DSLAMs and Ethernet for Broadband AccessProvide functional/technical support for resolution of customer problems, incidents, issues, requests and queriesLiaise with other support teams as required to resolve issuesReceive and logs customer circuit issue and ensures proper documentationDevelop and maintain knowledge of customer and customer specific business environment and an understanding of customer Service Level Agreements and department’s key performance requirements

Works in Enterprise Software Support handling requests for assistance from business customers who have purchased one of our suites of Enterprise Software, usually over a remote-assisted session.Provides product support for customers via phone, chat, email, and web based support technologies by proactively and energetically interacting in a team environment to collaborate with peers on customer issues, and then employ sound decision making when determining when to escalate customer issues to other teams or management.Scope of support includes, but is not limited to: Managing servers, both on-premise and hosted, troubleshooting server-related issues/performance, managing and troubleshooting server components/agents that integrate with the core product, assist in setting up, configuring and optimizing core product and related agents.

- Lead a team of ~20 associates - Day to day management of operations, SLAs and interfacing with the client - Develop, maintain and revise Standard Operating Procedures and training documents as required - Working with the delivery manager to ensure process compliance to organizational and client specific requirements - Drive process improvements, people engagement and performance management - Groom and mentor team members - Support organizational and project initiatives along with the delivery manager

Subject Matter Expert Supported Level 2 hardware and software issues from clients and as well as internal escalations from partners and other support business Units. Worked with a supervisor to manage a team of 15-20 Level 1 Technical Support Engineers, assigned to provide technical mentoring and up-training of skills. Installed and configured OS and other software as per the guidelines of the client. Installing and troubleshooting MS Office, Outlook, 3rd part email programs, network and other miscellaneous software. Redemption and installation of Office 2013 and 365. Perform thru phone, online chat or remote software installation, configuration and hardware maintenance. Send status reports to management on a regular basis. Arranged for repair of hardware with vendors to replace damaged or defective parts. Assisted Human Resources on recruitment of new Support Engineers. Responsible in resolving PC issues that required advance technical skills. Performed technical mentoring role to Level 1 IT Engineers and to Team Managers. Evaluated Technical Support Engineers open/pending, unresolved cases/trouble tickets and provided technical supervision. Conducted technical huddles once a week to determine the trending of technical issues and resolution provided as an individual and as a team. Exhibited different types of issues at least once a month and discussed ways to initiate excellent Quality of Service. Coached Engineers individually and formulate action plans for improving Quality of Service and technical skills. Identified and reported top issues to Microsoft for creating bug fixes, Knowledge Bases, and quick fix solutions. Assisted Human Resources on recruitment of new Support Engineers.

Provide level 2 client support and technical issue resolution via phone and e-mail• Configuration of client’s equipment to connect to the Internet via modem/router• Setup, configure, and troubleshoot wireless networks• PoP3 / SMTP Protocol email trouble shooting