" Currently I am working in IMSI (INDIA) Private LTD. (Subsidiary of IBM INDIA) as a Team Leader (North Region) for client CISCO System India Pvt Ltd from 1st Aug 2017 to till date.Environment: Windows-10, MAC OS X, Responsibilities:• Responsible for coordinating, planning, and leading hardware and software related activities in an organization. There helping in determining the IT needs of an organization and are responsible for implementing computer systems to fulfil the organization's information systems requirements.• Taking service restoration calls in case of service disruption which is impacting business• Having good expertise on ITIL based Incident management and asset management.• Daily review and action of open cases; updating hosting Manager on current cases and their status as appropriate • Having good experience working on MAC OS X- EL captain, High Sierra, Mojave;• Expert in IT Infrastructure Management System.• Install, configure, and maintain Active Directory and related software’s and services and systems as required.• Having deep dive skills in one or more Infra technical areas: Virtualization (VMware, Citrix, Microsoft) Network, Firewall, Azure AD.• Good understanding of Active Directory, Group Policies, DNS, DHCP, FTP, Terminal Servers, Microsoft Hyper-V.• Logging cases to 3rd party vendors requesting assistance on unresolved issues • Send a report to Managers on tasks/tickets worked upon everyday • Having good expertise on ticketing tool systems USD, remedy, Service Now etc.• Updating latest matrix of client to our Internal Team.• Providing remote support using CISCO WebEx, Configuration Manager Remote Tool • Giving the support to VIPs & CEO users also.

• Ticket Handling and Escalations: Ensure tickets closure within SLA, timely acknowledgement, assignment & Queue management of tickets to team, helping the team in technical issues, Identify and manage all internal and external escalations on time, ensure timely escalation to appropriate next levels. • Online Support to the remote location users, via Remote Assistance, Skype for Business and remote access software.• Taking care user data backup using IBM Tivoli tool• Installation, and managing the McAfee on client end and managing them via console on server side.• Active Directory & Group policy support (Creating user accounts, unlocking, resetting, Moving Users accounts from one OU to another OU).• DHCP support IP reservation and taking care of DHCP scope.• Installation and configuration of MS outlook on client end and managing their database. • Configuration Mail account and lotus traveller on mobility devices and troubleshoot the problems.• Maintain Quarterly Key user SHC (System Health Check).• Giving the support to VIPs & CEO users also.• Experience troubleshooting / supporting mobile products (Android, iPhone, etc.)• Deputed to provide on-site client Service Support of the IT Infra-structure for North Locations.• Call logging and coordinating to arranging engineer for remote location problem.• Handling project Migration from Lotus Notes to Outlook 2013 for north location