Rakesh Gokuldas

Roles & Responsibilities

• Strategic Planning: Collaborate with senior management to develop IT strategies and initiatives that support the company's overall objectives. Identify technology trends and advancements that can improve business operations and drive innovation.
• Team Management: Lead and manage a team of IT professionals, including system administrators, network engineers, help desk staff, and other technical specialists. Provide guidance, mentorship, and support to team members, fostering a collaborative and high-performing work environment.
• Infrastructure Management: Oversee the design, implementation, and maintenance of the organization's IT infrastructure, including servers, networks, hardware, and software systems. Ensure the availability, security, and scalability of infrastructure components to meet business requirements.
• Systems Administration: Manage the administration and maintenance of operating systems, databases, and software applications. Implement best practices for system configuration, security, and performance optimization. Ensure timely software updates and patches are applied.
• IT Security: Develop and enforce IT security policies and procedures to safeguard the organization's data, systems, and networks. Implement appropriate security measures, including firewalls, antivirus software, and intrusion detection systems. Conduct regular security audits and risk assessments.
• Budgeting and Resource Management: Prepare and manage the IT department's budget, ensuring optimal allocation of resources. Monitor expenses and costs, making recommendations for cost-saving measures and investments in new technologies.
• Vendor Management: Evaluate and select external vendors and suppliers for IT products, services, and solutions. Establish and maintain relationships with vendors, negotiate contracts, and ensure service level agreements are met.
• User Support and Training: Provide technical support to end-users, troubleshooting hardware, software, and network issues. Develop and deliver training programs to enhance end-user knowledge and promote efficient and secure use of IT resources.
• Compliance and Governance: Ensure IT operations comply with relevant regulations, standards, and industry best practices. Stay updated on legal and regulatory requirements, implementing necessary measures to maintain compliance.
• Disaster Recovery and Business Continuity: Develop and implement strategies for disaster recovery and business continuity planning. Establish backup and recovery procedures to minimize data loss and ensure uninterrupted operations in case of system failures or emergencies.

Roles&Responsibilities

• Technical Support: Provide advanced technical support to customers, addressing complex inquiries, issues, and escalations via various channels such as phone, email, or chat. Troubleshoot and resolve hardware, software, network, and application-related problems efficiently and effectively.
• Issue Resolution: Investigate and analyze customer-reported issues, diagnosing the root cause and identifying appropriate solutions. Utilize your technical knowledge and troubleshooting skills to resolve problems promptly, meeting defined service level agreements (SLAs) and ensuring customer satisfaction.
• Escalation Management: Collaborate with internal teams, including development, engineering, and product management, to escalate and resolve complex technical issues. Act as a liaison between customers and internal stakeholders, ensuring clear communication and timely resolution of problems.
• Knowledge Management: Create and maintain a comprehensive knowledge base, documenting troubleshooting steps, known issues, and resolution techniques. Share knowledge and expertise with the support team, enabling them to handle routine issues independently and enhance overall customer support effectiveness.
• Customer Communication: Communicate effectively with customers, demonstrating strong interpersonal and customer service skills. Provide clear and concise explanations of technical concepts and solutions, ensuring customers understand the steps taken to resolve their issues.
• Technical Documentation: Create and update technical documentation, including user guides, troubleshooting guides, FAQs, and knowledge base articles. Ensure documentation is accurate, up-to-date, and accessible to both customers and internal teams.
• Continuous Improvement: Identify opportunities for process improvements and recommend solutions to enhance efficiency and effectiveness of technical support operations. Collaborate with cross-functional teams to implement best practices and optimize support processes.
• Mentoring and Training: Provide guidance and mentorship to junior technical support engineers, assisting them in troubleshooting complex issues and enhancing their technical skills. Conduct training sessions and knowledge-sharing sessions to enhance the overall capabilities of the support team.
• Product Feedback: Gather customer feedback regarding product features, functionality, and usability. Collaborate with product management and development teams to communicate customer needs, insights, and enhancement requests, contributing to the continuous improvement of products and services.
• Customer Satisfaction: Ensure high levels of customer satisfaction by delivering exceptional technical support, managing customer expectations, and maintaining a customer-centric approach. Proactively follow up with customers to confirm issue resolution and gather feedback on support experience.

Roles&Responsibilities

• System Administration: Install, configure, and maintain servers, operating systems, virtualization platforms, and related software. Monitor system performance, troubleshoot issues, and optimize system resources to ensure efficient and reliable operations.
• Network Administration: Manage and maintain network infrastructure, including routers, switches, firewalls, and VPNs. Implement and enforce network security measures, ensuring data integrity, confidentiality, and availability. Monitor network performance, identify bottlenecks, and optimize network configurations.
• Security Management: Implement and maintain security policies, procedures, and measures to protect systems and data from unauthorized access, vulnerabilities, and threats. Conduct regular security audits, patch management, and vulnerability assessments. Respond to security incidents and implement remediation measures promptly.
• Backup and Disaster Recovery: Develop and implement backup strategies and disaster recovery plans to ensure data protection and business continuity. Conduct regular backups, perform recovery tests, and maintain documentation of recovery procedures. Ensure the availability and integrity of critical data.
• System Monitoring and Performance: Implement monitoring tools and processes to proactively monitor system health, performance, and availability. Identify and resolve performance issues, bottlenecks, and system errors. Generate reports and analyze trends to optimize system performance and capacity planning.
• User Support and Training: Provide technical support to end-users, troubleshooting hardware, software, and network issues. Respond to user inquiries, resolve problems, and escalate complex issues as necessary. Develop and deliver user training programs and documentation to enhance end-user knowledge and productivity.
• Change Management: Implement and manage change control processes for system configurations, updates, and deployments. Ensure changes are properly tested, documented, and communicated to minimize disruption and maintain system stability.
• Documentation and Knowledge Management: Create and maintain documentation, including system configurations, procedures, troubleshooting guides, and knowledge base articles. Share knowledge and expertise with the team and promote best practices for system administration.
• Team Leadership and Mentoring: Provide guidance, mentorship, and technical leadership to junior system administrators. Collaborate with team members and stakeholders to drive continuous improvement, foster a collaborative work environment, and promote professional growth within the team.
• Vendor Management: Evaluate and manage relationships with third-party vendors and service providers. Coordinate vendor support and maintenance activities, ensuring timely and effective resolution of issues and adherence to service level agreements (SLAs).

Roles&Responsibilities

• Manage network servers and technology tools
• Set up accounts and workstations
• Monitor performance and maintain systems according to requirements
• Troubleshoot issues and outages
• Ensure security through access controls, backups, and firewalls
• Upgrade systems with new releases and models
• Develop expertise to train staff on new technologies
• Build an internal wiki with technical documentation, manuals, and IT policies
• Configuring and maintaining the networked computer system, including hardware, system software, and applications.
• Ensuring data is stored securely and backed up regularly.
• Diagnosing and resolving hardware, software, networking, and system issues when they arise.
• Replacing and upgrading defective or outdated components when necessary.
• Monitoring system performance to ensure everything runs smoothly and securely.
• Researching and recommending new approaches to improve the networked computer system.
• Providing technical support when requested.
• Documenting any processes which employees need to follow in order to successfully work within our computing system.

Roles&Responsibilities

• System Monitoring and Maintenance: Assist in monitoring system performance, availability, and security. Conduct routine maintenance tasks such as applying patches and updates, checking system logs, and performing system backups.
• User Support: Provide technical support to end-users, addressing hardware, software, and network issues. Respond to user inquiries, troubleshoot problems, and escalate complex issues to senior administrators when necessary. Ensure timely resolution and user satisfaction.
• System Configuration: Assist in configuring and maintaining servers, operating systems, and software applications. Follow established guidelines and procedures to ensure system stability, security, and optimal performance.
• Network Support: Assist in managing network infrastructure, including routers, switches, firewalls, and VPNs. Help implement and enforce network security measures, monitor network performance, and troubleshoot network-related issues.
• Documentation and Knowledge Management: Contribute to creating and updating technical documentation, including system configurations, procedures, and troubleshooting guides. Share knowledge and document solutions to common issues for future reference.
• Backup and Recovery: Assist in implementing and testing backup strategies and disaster recovery plans. Participate in regular backups and recovery drills to ensure data protection and business continuity.
• Hardware and Software Maintenance: Assist in maintaining hardware inventory, performing equipment installations, and troubleshooting hardware-related issues. Assist in software installations, updates, and license management.
• Security Compliance: Adhere to security policies and procedures, including user access controls, data protection, and vulnerability management. Assist in conducting security audits and implementing recommended security measures.
• Collaboration and Communication: Work collaboratively with team members, providing assistance and sharing knowledge. Communicate effectively with end-users and team members, ensuring clear and timely updates on support tickets and projects.
• Learning and Development: Continuously enhance technical skills and knowledge through self-study, training, and professional development opportunities. Stay updated on emerging technologies and industry trends relevant to system administration.