VISHNU G

Technology Analyst- Senior System Administrator

Infosys Ltd.

04.2013 - Current

11+ years of experience in windows system administration/End user computing
Experienced in Windows Systems Support, Incident reporting and Management of IT infrastructure (Win 2008/2012/2016/2019,2022 servers, Win 7,8,10 ,11 clients)
Technology Lead (L3 Admin) for 24*7*365 IT service desk team resolving customer IT issues through Omni-channel presence
Resolved IT service incidents and requests through ServiceNow and BMC Remedy ITSM tools following Incident management process
Managed L1/L2 service desk administrators for resolving IT customer tickets and ensuring incidents are closed within SLA time frame
Experienced in supporting Windows, Linux and Mac O/S devices of end-users
Enterprise end-user’s devices management using SCCM, Intune and JAMF
Application packaging and making applications available in end-user devices in software center using SCCM
Microsoft Active directory and Microsoft Exchange L2 Administration tasks
Hands-on experience with Group policy, DNS, DHCP and MDT technologies
Responsible for managing IT service delivery and smooth functioning of IT infrastructure including Laptops, Desktops, Servers, Mobile phones, Printers, scanners, plotters and other peripheral devices
Experience in supporting VDI environments like Citrix workspace, Microsoft Hypervisor, Failover Cluster, VMware ESXi, VMware Workstation etc…
Operated new hardware and software installations for end-users and oversaw any hardware, software application or network issues associated with systems
End-users’ device configuration and O/S installation either at Location through MDT server or remotely through windows inplace upgrade or through windows autopilot
Ensuring devices security compliance by configuring and monitoring security tools like Symantec Antivirus, Symantec DLP and Symantec WSS proxy tool
Ensuring all mobile devices are encrypted by Microsoft mbam Bitlocker encryption and doing remote disk wipe in case of device lost or stolen
Review SLA thresholds for IT service management and ensuring organization’s standard KPIs are on track
Periodically taking feedback from customers and end-users about IT services quality and availability and implementing necessary improvements whenever required
Creating Knowledge database with solutions for Incidents and Requests and providing monthly reports about status of tickets logged
Participated in ISO certification audit activities for IT department and also participated in external audits for various client accounts
Data Center management and administration
Ensuring mission critical IT infrastructure systems availability all time with minimum disruption to organization’s business
Ensuring daily backup of mission-critical IT infrastructure systems and applications completed successfully
Ensuring ITIL and Agile standard processes are followed for any changes or up-gradations of existing IT infrastructure
Vendors, suppliers and other stakeholders’ management for smooth operations of IT services and for improving systems and applications availability
Windows server management, Server patches management, compliance tracking, Server installations, hardening and implementations