Zubin Patil

• Working as a Digital SRE / SME - supporting web applications of one of the U.S clients
• Primary responsibilities include handling the JIRA service requests and Incident tickets raised by the L1 & L2 teams.
• Investigating the issues on the platforms such as Database, Log diving, replicating issues on the pre-prod sites and escalating the code or bug issues to Dev teams
• Creating and updating the SOP's with latest troubleshooting steps and process
• Secondary roles include ticket queue monitoring, linking appropriate SOP's to the tickets that are ready to work, responding to queries raised by other support workgroups on MS Teams channels, and hosting the stand-up calls
• Assisting junior engineers on-boarding, providing KT, reviewing & running their SQL queries

• Maintaining and administering the organization's solutions hosted on Linux and Windows servers.
• Backend (Linux) and Frontend (Windows) user/group account management – creation, deletion, auditing and managing permissions
• Monitoring applications and respond to alerts in a timely manner preventing the client impact and performance degradation
• Performing maintenance activities like monthly OS security patching, package installation, software upgrades.
• Deploy, setup, and maintain testing environments - domain replication/refresh and DB copy
• Server reclaims, daily server health checks (validations)

• Providing technical assistance to Cerner's associates and contractors over the phone and in-person
• Taking ownership and working on Self-Service web tickets which are raised by associates
• Basic administration and troubleshooting of infrastructure related issues including Network, Active
  Directory, Exchange, O365-Services, MFA, VPN and Cloud desktops
• Monitoring OS upgrades and troubleshooting upgrade failures on Windows and MAC books
• Installing and configuring computer operating systems, peripherals and applications for the new hires
• Hardware troubleshooting, spare replacements, loaner systems, asset inventory, imaging devices
• Generating daily reports to keep the track of Helpdesk tickets

1-year contract with the client - Goldman Sachs Group, Inc

Duties include:

• Providing technical assistance to internal employees with system/application issues over phone, emails and chats sessions
• Installing and troubleshooting of the virtual machines called NDS of various calibers including local and server profile reset, upgrading and failover.
• Troubleshooting the issues with AD Accounts, Office suite, Printer/Scanners & other system applications over a remote session
• Administrating and troubleshooting of mobility issues like RSA hard and soft token authentication
• Basic troubleshooting of Extension and Expansion mobility on CISCO and TURRET phones
• Built and updated the knowledge base articles

Contingent worker at Hewlett-Packard Enterprise Services, Bangalore

Duties include:

• Assisting the End-users with day-to-day IT requests/issues over phone, emails and chats
• Managing Active Directory accounts involving creation, modification, de-activation of user and computer accounts, security groups and DL access
• Troubleshooting Outlook, account lockouts, application access and password related issues and routing the complex issues to appropriate workgroups
• Generating daily reports, preparing SOP's and shift handovers
• Also been a part of successful project UAT and Go-Live

• On-call customer support for PSTN lines, Redcare Alarm line with Broadband
• Performing the ADSL line test on faulty telephone lines
• Assist end users in performing basic check -apps to identify the fault
• Escalating the issues to Onsite Engineers