Amol Nikam
Kalyan,MH
Summary
Dedicated and seasoned IT professional with over 7 years of hands-on experience in both Service Desk operations and Network Operations Center (NOC) environments. Proven track record of providing exceptional technical support and ensuring seamless IT operations for diverse organizations. Possess a comprehensive understanding of ITIL principles, incident management, and network infrastructure. Adept at troubleshooting complex issues, implementing effective solutions, and optimizing system performance to meet organizational objectives. Strong communicator with a customer-centric approach, capable of fostering positive relationships with stakeholders at all levels. Seeking to leverage expertise in service delivery and network administration to contribute to the success of a dynamic IT team.
Overview
7
7
years of professional experience
Work History
Senior Software Engineer
E-Labs ( LTIMindtree)
12.2023 - Current
- Proficient in Azure Networking, specializing in the adept troubleshooting of VPN, Trouble shooting Express Route, Virtual Network, and Load Balancer issues
- Demonstrated expertise in managing Microsoft Azure subscriptions, ensuring seamless connectivity, and resolving network-related challenges
- Adept at maintaining the integrity and functionality of Azure environments to optimize overall operational efficiency.
Associate Consultant
Capgemini
09.2019 - 11.2023
- Proficiently identified and resolved issues within Citrix and Symantec Endpoint Protection environments, ensuring optimal system performance
- Configured and troubleshooted VPN clients, specifically Cisco Any Connect, ensuring secure and seamless connectivity
- Configured and troubleshooted Office365, Teams, One drive and share drive related issues
- Checked and diagnosed issue related Bit Locker
- Conducted thorough checks for network-related issues, leveraging expertise in configuring IP settings, DNS, and DHCP
- Addressed concerns related to Windows Update and Software Center, ensuring smooth system operations
- Executed advanced troubleshooting for Active Directory issues, including password resets, domain re- joins, and organizational unit movements
- Demonstrated proficiency in creation and modification of generic accounts, service accounts, access groups, and distribution lists
- Efficiently managed incidents and service requests through ServiceNow, ensuring streamlined processes and resolutions
- Monitored infrastructure, networks, and servers, conducting in-depth analysis, troubleshooting, and incident response
- Communicated and coordinated effectively with site technicians, ensuring swift incident resolution
- Collaborated with Global Network Operations Center (NOC) Engineer, demonstrating strong communication skills
- Utilized ITSM tools with sound understanding of various network devices and server types, contributing to effective system management
- Maintained SLAs for IT Support team, conducted rigorous quality checks on closed tickets, and actively participated in reviews
- Prepared and shared comprehensive monthly dashboard reports, detailing ticket counts (SR, Incidents, Change Requests) with stakeholders and internal teams
- Provided mentorship and support to team members, overseeing floor support and assuming shift lead responsibilities
- Developed and executed Knowledge Transfer (KT) plans for new team members, contributing valuable insights to organizational strategic plans.
Remote Engineer
Joulestowatts ( Capgemini)
02.2019 - 09.2019
- Engaged in collaborative efforts with Joules to Watts, client located at Capgemini in Mumbai
- Ensured attainment of all contracted performance levels, diligently preventing breaches of Service Level Agreements (SLAs)
- Maintained seamless communication internally and with customers throughout ticket resolution process, fostering clarity and client satisfaction
- Monitored infrastructure, networks, and servers, conducting in-depth analysis, troubleshooting, and incident response
- Communicated and coordinated effectively with site technicians, ensuring swift incident resolution
- Collaborated with Global Network Operations Center (NOC) Engineer, demonstrating strong communication skills.
Remote Engineer
Dixit Infotech ( JIO )
07.2018 - 02.2019
- Utilized HPSM ticketing tool for efficient issue tracking and resolution
- Conducted remote operations through SCCM, ensuring seamless troubleshooting and support
- Worked extensively with Thin client Citrix, handling troubleshooting and maintenance
- Proficient in addressing Citrix-related issues and ensuring optimal system performance
- Addressed Skype-related issues through comprehensive troubleshooting, providing effective solutions
- Configured and troubleshooted MS Outlook, including backup and restoration in Enterprise Vault
- Demonstrated basic networking skills, including map drive configuration and data sharing
- Effectively managed network printers, troubleshooting remotely for seamless operations
- Executed user profiles backup and restoration procedures, ensuring data integrity and system continuity
- Managed Symantec Antivirus updates and implemented virus protection measures for enhanced system security
- Symantec Antivirus update & virus protection
- Successfully managed and resolved over 50 tickets per day, showcasing efficiency and multitasking capabilities.
Desktop Support Engineer
Hexaware
03.2017 - 07.2018
- Facilitated office relocations and established new employee workstations by relocating and configuring desktop computer devices, Configured hardware, devices, and software
- Identified scope of technical issues and provided operational assistance, delivering effective solutions to enhance system functionality
- Installed and upgraded hardware and software, ensuring seamless operations and customer satisfaction
- Coordinated installation procedures and conducted follow-ups with users
- Mitigated security risks by removing malware, ransomware, and other threats from laptops and desktop systems, ensuring secure computing environment
- Maintained accurate and updated inventory of installed desktop hardware and software components, streamlining record-keeping processes
- Assisted individuals by guiding them through basic troubleshooting tasks, fostering user-friendly computing experience
- Proficiently worked with O365, Local Exchange, and Outlook configurations, ensuring seamless communication systems for enhanced productivity.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured hardware, devices, and software to set up work stations for employees.
Education
Bachelor of Science - Computer Science
Mumbai University
Mumbai10.2015
Skills
- User support Problem Solving
- Team Leadership & Development
- Enterprise Network Hardware / Software
- Network Operations Center
- Advanced Planning and execution
- Operational Support
- System Administration
- Effective SLA Management
- Technical support
- Active Directory
- VPN
- Incident and Escalation Management
- Application software support
- Networking
- Remote Desktop support
- SCCM
- Microsoft Office 365 Tools Outlook 2013/2010/2007
Timeline
Senior Software Engineer
E-Labs ( LTIMindtree)
12.2023 - Current
Associate Consultant
Capgemini
09.2019 - 11.2023
Remote Engineer
Joulestowatts ( Capgemini)
02.2019 - 09.2019
Remote Engineer
Dixit Infotech ( JIO )
07.2018 - 02.2019
Desktop Support Engineer
Hexaware
03.2017 - 07.2018
Bachelor of Science - Computer Science
Mumbai University