IT-Administrator/in

Engineering in Applied Electronics and Instrumentation. Networking and Windows system administrator experience. IT support experience for 6 years in windows field. MCSE, MCSA, MCTS 2008 certification.

• Ensure day to day operation of the Tier 1 support based on the ITIL framework
• Prepare / update Knowledge base document
• SLA Adherence
• Prepare all competency related (regular / ad-hoc) daily, weekly and monthly reports.
• Helping end users to unlock / reset the password for Active Directory account if it is inaccessible due to wrong entry / expiration of password
• Blackberry user management and troubleshooting
• Granting access to Guest wireless in ICON premises.
• Provides support to both local and remote users. Logs all end-user issues in the Helpdesk Call tracking system (BMC Remedy, Altiris & Service Now)
• Responds to end user calls as a first and second level tier of technical support, gathering information to resolve the issues, and /or assisting others in the resolution of the problem
• Responsible for the daily support of network and workstation operating systems, workstation connectivity, and end-user applications
• Performs network troubleshooting to isolate and diagnose common network problems and works with other Support Group in the resolution of network related issues
• Performs Tier 1 Administration duties such as creating new Distribution Lists, granting access rights on the network systems and servers and Data backup management
• Share best practices with the Tier 1.
• Providing software installation and troubleshooting
• Deploying client OS using Symantec deployment solution
• Managing Exchange users and permissions
• Managing EAS (Enterprise Archiving Solutions) server and users
• Providing support for various client based applications
• Providing and troubleshooting access to various citrix applications.
• Installation and troubleshooting of various applications/OS for home based users.
• Monitoring servers, network, applications and environment.
• Check alerts and application health.
• Reporting issues based on alerts to concerned team.
• Maintaining all data backup, server shutdown, database shutdown procedure, etc.

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