Tejas Panchasara

• Lead and mentor team of support analysts to ensure service delivery excellence.
• Analyze support tickets and oversee resolutions processes, ensuring adherence to SLA timelines.
• Providing IT support to the On-prem servers & virtual servers.
• Manage incidents, tickets, and change requests in ServiceNow, maintaining compliance with ITIL best practices.
• Troubleshoot and guide the resolution of complex issues related to applications, tools, and printers hosted on the cloud, including eFax solutions, DPQ etc.
• Plan and deliver training sessions for team members on new technologies and process improvements.
• Oversee workload distribution, task prioritization, and resource allocation to optimize team efficiency.
• Coordinate with vendors, stakeholders and cross-functional teams for project requirements and updates.
• Drive process initiatives to enhance operational efficiency and service quality.
• Conduct performance reviews, provide constructive feedback, and implement team development plans.
• Maintain Standard Operating Procedures (SOPs) and Knowledge Base (KBs) documentation for all operational processes.

• Utilizing SCCM Tool/Windows Server Update Services to perform monthly patching activity, Deploy patches of operating system as well as application and troubleshoot the issue of patches related OS & Application.
• Providing support to the physical servers & VMware based virtual servers. Hands on experience to manage workloads of on- premises as well as Azure cloud computing.
• Experience to work on service now tool to manage the incidents/Tasks.
• Experience to work on vCenter(6.5, 7.0), ESXi host(6.0, 6.5 & 7.0).
• Experience to work on monitoring Tools i.e.Datadog, OpsGenie & SolarWinds.
• Troubleshooting the servers (2003, 2008, 2012, 2016, 2019) all problems like Authentication, Permission, Slow Performance and Group Policies.
• Experience to work on VMware V-motion, DRS, VIM, HA and FT.
• Experience with the remediation of security vulnerabilities (e.g., OS/Application Patching) and familiarity with validating vulnerability scanning results, mitigation and false positives.
• Experience to work on antivirus product such as McAfee & Installation and configuration of FireEye Endpoint Security.

• Working on VMware infrastructure Project.
• Windows Server administration.
• Following the staffing planner and the guidelines provided to deliver the project tasks as planned.
• Asper project designs, building new VMware vSphere infrastructure in different locations.
• Provided detailed technical documentation, including network diagrams& process flow charts.

• Manage Domain based LAN Network according organization’s requirements and restrictions.
• Implemented corrective plans of action for network performance issues including availability, utilization and latency.
• Established network specifications and analyzed workflow, access information and security requirements.
• Worked with users to determine areas of technology in need of improved usability.
• Manage Internet Bandwidth and Internet filtering policies via Cyberoam Firewall.
• Manage Windows and Linux servers.
• Configure and Maintain PDC, ADC, DNS, DHCP and Openfire on Windows Servers.
• Expertise in WDS, WSUS and Group Policy Management.
• Configure and Maintain Samba Server on Linux Servers.
• Maintain and troubleshoot issues regarding Servers, Firewall and Networks.
• Working on Tech Support Tickets and Resolve complains as soon as possible.
• Working on VMware infrastructure Project.
• Understood key systems in use, providing business-as-usual (BAU) IT support on day-to-day basis.

• Survey sites for Wi-Fi Installation to all over Gujarat.
• Planning & Designing of Wi-Fi Networks.
• Installation of Networking L2 &, L3 Switches (Cisco, Nortel, D- Link), Routers, Access Points & IP Cameras.
• Installation & Configuration of UNIBOX Controller, Quick Heal Terminator & Ubiquity devices.
• Frequently visits sites for Network and infrastructure maintains.
• Give Technical Support to Clients via Telephonic & Remote Support as well as field Support.