System Operation Lead Specialist, Technical Support Engineer, Customer Support Engineer

Company name: Syntel Ltd

Project-1 Trizetto and Guitar Center Inc.
Duration Feb 2008 to 2020
Role Senior Consultant(GC ITO)


Project Description:
Guitar Center is the largest chain of all musical instrument retailers in the United States. Its
headquarters is in California. This project deals with end to end infrastructure support of Guitar
Center. There are 6 datacenters, 5 corporate locations and 260 plus retail stores that are supported
by GC ITO team. Guitar Center ITO Team provides 24x7 supports using combination of on-seat and
on-call support model from Onshore and offshore.

Responsibilities:
* Administration and monitoring of Microsoft Active Directory, Windows Servers, DNS and DHCP
* Configuration of GPO for Servers and workstations in GC IT Infrastructure
* Migration of AD servers, DHCP and NPS from 2008 to 2012
* Administration of Microsoft Azure and O365
* Administration and monitoring of Exchange, VMware Vcenter and Citrix Servers
* Physical Server build of HP Proliant and UCS blade servers
* Handling Patching and software deployment through SCCM
* Deployment of Bit9(Carbonblack),LogRythm and Forcepoint DLP upgrade using SCCM
* Configuration and administration Windows Failover Clustering
* Performing P2V, VM Cloning, updating VM template, Creating and restoring VM snapshots
* Monitoring Certificates expiry alerts and performing renewal and installation of SSL
certificates
* Remote desktop certificate renewal on Windows servers
* Server Hardening as per PCI Standards
* Remediation of PCI vulnerabilities and TLS 1.2 upgrade.
* Coordinate UCS firmware upgrade with Virtualization team
* Administration of XenApp and Windows Terminal Services
* Citrix Xendesktop VDI Servers and client support
* Inventory Management for Wintel Servers
* Trend Micro Officescan Antivirus Server Management
* Response to configuration and security alerts from Tripwire Configuration Drift and Tripwire
TLC.
* Troubleshooting of failed backups and File restores
* Supporting end users for Citrix VPN, RSA and Aventail.
* Server Hardware troubleshooting and other critical and escalated issues
* Performance and tuning of Windows Servers
* Automation using PowerShell and Batch Scripting
* Team meeting with onsite manager for Wintel ITO Project deliverables status
* Ensure 100% Project Deliverables as per the agreed SLA
* Weekly reporting of project accomplishment
* Handling shiftmanagement, Oncall Support and time reporting for Wintel Team
* Daily Review of incidenttickets and documentation of RCA for re-occurring issues
* Work with Quality Team for PQI, InfoSec, and SOC quality audits.
* Updating and reviewing SOP's , KB entries, Change Management status reports and other process
documents
* Planning, documenting, tracking and reporting of Team develolement/Upskilling
* Conducting Interview for new requirement, documenting and update of Onboarding/offboarding
requests
* Participated in Client Presentations for Wintel ITO team to showcase Infra calabilties
* Worked with IMS Practice Lead on created documentation of Case Studies, Patch Management and
other Workflow Process
* Working as a SynBot SPOC and coordinating with solutions team to implement automation in ITO
areas.
* Reporting of SLA's status on weekly and monthly basis
* Time machine report verification
* Update Project status report/Project health indicator in MSO portal
* CSAT action plan update
* Work with Demand management team for resource requirement
* Identify and document Lean Automation areas in ITO
* Maintain records of Asset Inventory for ITO project

Company name: IBM India Pvt.Ltd.

Name of the Project Boots
Duration Feb 2007 to April 2008
Role System Operation Lead Specialist


Project description:
* Providing Technical Support to UK based MNC "BOOTS", which is having more than 1800 stores UK
& across the Globe (more than 2500 number of Servers). Supporting multi master Mixed Domain
environment like Windows NT, 2000, 2003 Servers at O/S & Domain level. Also providing them 24
X 7 basis supports to 2500 number of servers.Dealing with day to day operation & BAU (business
as Usual) activities.

Responsibilities:
* Administration and L3 level support for about 30 Metaframe XP Citrix Servers and Farm
Management.
* Troubleshooting of Citrix servers and client issues.
* User administration and print management on Citrix.
* VMware GSX and ESX servers Administration and troubleshooting.
* Backup support for Veritas ,Tivoli Storage Manager, ArcServIT Servers
* Supporting Dell Open Manage for Server Monitoring.
* ADS, DFS, DNS Support.
* To able to attend calls on calls basis whenever assigned.
* Work with Incident, Change & Problem Management Tools and Create regular reports for
Management requirements.
* Problem determination and resolution within Expected time frame, Identify and recommend
improvements to existing processes and Escalations handling.

Company name: Wipro InfoTech

Name of the Project 3Global Services Pvt. Ltd.
Duration April 2006 to Feb 2007
Role Technical Support Engineer


ProjectDescription:
* Worked forM/s. 3Global Services as aTechnical Support Engineer.3 India is a part of
Hutchison Whampoa Ltd. It is Customer Relationship Management (CRM) Company and provides
end-to-end CRM solutions to customers of 3 in Australia and UK.

Responsibilities:
* Administration and Troubleshooting of Remote applications on Citrix Server, Publishing of
Citrix applications, Managing the Citrix user accounts, Remote administration and Troubleshooting
of Citrix servers and user issues. Installation and troubleshooting of ICA client.
* Installation and SIP configuration of VOIP Phone.
* Administration of ADS, ManagingExchange Server accounts and Microsoft Outlook issues.
* Veritas Backup support
* Mcafee Antivirus Support
* To attend daily calls through HP service desk, Regular Reporting to IT Desk by mail for
closed calls, Pending calls and escalated calls and generating the report.