Seasoned Technical Support Engineer with 10+ year background in Information Technology. Progressive experience in the field marked by continuous contributions above and beyond requirements.
Overview
16
16
years of professional experience
2
2
Certifications
Work History
Sr IT Administrator
Falcon Gold and Precious Metals QFZ LLC
12.2024 - Current
Manage Organizations IT Infrastructure which includes , Network, M365 resources and other hardwares.
Managing End user workstation using Intune
Managing End user workstation using Defender for 365
Configure and manage mailbox rules in Exchange Online
Configure and maintain SIP phone system (Yealink S20)
Configure and Maintain Meeting room system with M365 license
Configure and manage M365 Subcription
Managing CRM accounts
Resolved critical incidents swiftly via remote assistance or on-site troubleshooting, ensuring minimal business disruption.
Configure and Manage Sharepoint Online Sites
M365 backup
Improved team collaboration with introduction of centralized file-sharing system.
Streamlined network operations, deploying robust firewall configurations to enhance system security.
Contributed to business continuity, designing and testing disaster recovery plans.
Facilitated smooth software upgrades, ensuring minimal disruption to daily operations.
Increased staff IT proficiency, conducting regular training sessions on new technologies and security practices.
Installed and configured network printers and other peripheral devices.
System Administrator
Mosanda FMS
05.2021 - 12.2024
Interface directly with the help desk and IT support technicians to resolve and document hardware and software troubleshooting tickets, bug reports and errors.
Manage, deploy and configure software updates, security patches and other necessary items on an as-needed basis.
Perform daily system monitoring and backup procedures to ensure data security, availability and integrity of required resources, and proper recording of application logs and reviews.
Administer on-call and after-hours technical support during monthly scheduled outages and unscheduled emergency situations.
Support daily operations and monitoring of multiple databases, user accounts, file permissions and other systems according to standard operating procedures for storage and backup architectures.
Manage Azure VM and other Services on Azure (App server, SQL server )
Manage Microsoft 365 Admin center
Coordinate with Vendors and other Support Personnel to ensure Smooth functioning of infrastructure
Monitoring Teams and call Logs, Assign Teams calling Policy, Manage SIP devices and Teams phones
Manage Exchange online Mailbox, Review and release mail from Quarantine, Assigning Retention policies, Enabling Auto Expanding Archive
Monitor Barracuda Firewall
Creating and Managing M365 Groups
Sr. Technical Advisor, Microsoft EPS
Convergys / Concentrix
08.2019 - 03.2021
Microsoft On premise Networking team
Providing 24/7 Enterprise support for North America customers in an SLA bound workspace
Provide Technical support based on Microsoft On premise Networking components (DNS, DHCP, SMB, TCP/IP, NFS, AOVPN, NPS etc.)
Provide Technical support for Windows server and Windows client operating system (Windows server 2012, 2012 R2, 2016,2019, windows 10)
Analyze network traffic using Netmon and Wireshark
Communicating with IT/System Admin of client companies to understand core issue faced and provide resolution
Collaborate with internal team working on other technologies (Azure, Directory services, User Experience, High Availability etc.) to help clients facing multiple issues
Handle Escalated customer issues and see problems through resolution
Managing disparate customer issues in parallel
Use remote secure access technologies to diagnose and resolve customer issues
Meeting Service Level Agreements for tickets assigned
Ensure proper documentation and closure of all customer issues
Recreating or verifying issues reported by customers in virtual lab
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Technical Support Engineer
Teamone Software Technologies
07.2009 - 04.2018
Install and configure computer hardware, operating system and applications
Troubleshooting system and network problems and identifying solutions to resolve network problems and provide daily support to users
Implementing network security firewalls
Identify and resolve hardware or software issues
Responsible for network startups and shutdowns on daily basis
Analyzing and evaluating network and recommending any upgrades or changes required in security procedure policies
Installing, configuring and testing new or upgraded network or software applications
Identifying needs of users and recommending network configurations as per requirement
Identify and resolve potential LAN/WAN problems to ensure system availability and reliability
Responsible for diagnosing and performing fault isolation maintenance on the local and wide area networks and documenting network faults, its resolutions and procedures followed to resolve these issues in future
Evaluating and recommending new hardware or software required to maintain network compatibility
Adding, moving and changing users on network servers and other applications as per requirement
Assists in 24/7 availability, better performance, usage and network monitoring of network infrastructure
Test and evaluate new technology
Support roll-out of new applications
Updated software versions with patches and new installations to close security loopholes and protect users
Education
Bachelor of Commerce -
Manonmaniam Sundaranar University
01.2012
Higher Secondary - undefined
Kerala State Higher Secondary Board
01.2006
High School - undefined
Kerala State Board
01.2004
Skills
Microsoft 365 Admin Center
Azure Cloud
Windows Networking
Network security
Firewalls
Network infrastructure administration
undefined
Certification
Microsoft Certified Professional (MCITP)
Interests
Travelling: Organized bike trip to unexplored areas with friends, Keen to learn advancement in Information Technology