AASIM SIRKHOT

• Maintaining SLA like not to breach tickets work timely.

• Managing client Servers across the Globe and provide solutions.

• Working on Alerts / Tickets within defined / Agreed SLA.

• Handling the clients with Outbound calls or chats.

• Basic Troubleshooting of DNS and internet not working on the server.

• Bringing the machines back online through Hyper-V, VMWare or iLO/iDRAC if configured.

• Level-1 troubleshooting on DNS, DHCP and exchange. If issue doesn’t get resolved then escalating the case to the next level of support.

• Also worked on basic SQL like taking backup from ‘SQL Management studio’.

• Achieving daily target around 45 tickets / Alerts.

• Recently got a best performance award among all L1.

Technical Support L2

• Also got promoted to L2 in July 2024, then started handling escalations go on call when client need some help.
• Manage L1's issues whenever they get stuck on any query

• Installation and configuration of Windows servers for backup using Commvault backup software
• Backup and restore management using Commvault
• Restoring the user data as per the users request from the tapes within the retention period and from outside the retention period.
• Monitoring daily backup status, handling tape changes, troubleshooting of tape libraries and drives, restoration of missing files/directories and other backup related activities
• Issues related to backup/restoration of data
• Troubleshooting and resolving issues for the tape Libraries
• Managing and creating different types of the policies for the backup jobs
• Maintained backups and restores when needed
• Create new virtual machines
• Support more than 60 virtual machines
• Live migration of VM from one Physical server to another Physical Server
• Migrate user mailbox from Net-CORE to Exchange server
• Create users mailbox on Exchange
• Maintaining daily checklist of all the Server, Router & Switches
• Providing Technical Support to all Engineers from other sites through remotely
• Maintaining Commvault Backup Excel file for Monitoring & Restore