MAC

Notes/Comments/Summary of experience

He is a very good Experienced IT Support Engineer strong experience in IT Support, MAC OS, server administration and Active Directory, PC/laptop troubleshooting, break-fix and Networking, Windows 2000, 7, 810, XP/NT, (Novell) and MS Office 2000/2003/2007/2010 2013/2016, end users and support maintenance of complete assets including servers, Network Equipment, Desktops and laptops, Printers and IT Stock, VMWare ESX 2 &3, DNS, DHCP, TCP/IP, Ticketing tool : Service Now(Snow), Jira, Zendesk, Etc.

Accomplished and goal driven IT Analyst with 8+ years of experience in technical support roles ranging from desktop support to server support. A strategist with deep IT acumen skilled at creating technical implementation whilst working on multiple products.

Technical Expertise

Certifications : Cisco 200-120 CCNA,

Hardware: Dell PowerEdge, Cisco MX65W, IBM, Client Servers. Client Blade Center Type C1000, Laptops, and Desktops,

Operating Systems: Mac OS, Windows 98, NT4, XP, 7,8, 10, Windows Server 2003, 2008. Linux 32bit / 64bit [Cent OS, Red Hat, Opens use, Debian, Ubuntu], VMware ESX 3.5,

Firewall/Filtering/Security Management System: SonicWALL, FortiGate, PFsense, CheckPoint.

Application: Office 2007,2010,2013, 365,G-Suit, JAMF,

Network Management/Tools: Nagios, MRTG, Copperegg, Proof point, Forti SIEM.

Advanced Services: Squid Proxy integration with Open LDAP

Antivirus and Antispam: Trend Micro, Kaspersky, McAfee and Symantec Antivirus, Sophos, Microsoft Defender

Ticketing tool : Service Now(Snow), Jira, Zendesk etc:-

Key Achievements

The best Performer award, for delivering outstanding customer support on India’s biggest online e-commerce sale extending to over one billion customer sales

Star Award, for successful implementation of Fog server in the network and installation of Windows Operating systems for more than 400 machines simultaneously within a time frame of 7 days.

Cisco Certified Network Administrator in Routing and Switching recognizing expertise required to install, operate, and troubleshoota small to medium size enterprise branch network.

Reward During Covid support in Amdocs :I was rewarded for my best performance over remote support at the times of Covid situation.

Professional Experience:

October 2018 – Present

Software Support Engineer (Mac Specialist EMEA region)

Amdocs and its 25,000 employees serve the leading players in the communications and media industry, enabling next-generation experiences in 85 countries. cloud-native, open and dynamic portfolio of digital solutions, platforms and services brings greater choice, faster time to market and flexibility, to better meet the evolving needs of our customers as they drive growth.

Actively managed IT support through user management, escalation of support queries, streamlining support traffic and direct service for incidents/new tickets raised through Service Now and slack, Microsoft teams by supporting more than 350 + End-users and clients.

Successfully managed in migrating Dropbox to SharePoint and managed to move all the user personal data to from drop box to OneDrive.

Managing JAMF licenses for mac book and JAMF admin for setting rules and permissions. Managed MDM settings, Ldap synchronization for JAMF.

Have supported teams in installing and configuring Cisco Meraki devices(MX65W) as per the request in client locations.

Managing AD, Asset inventories, Supported remote calls through Avaya, Managed share points, Jira and AWS accounts etc.

Supported and guided other team member and customers for any Mac issues

as I was the EU Focal point for any Mac issues.

Managed all the available Macs assets for EMEA region with regards to inventory, Age of Mac books, Mac book repairs and the new orders of Mac books.

Oct 2015 –Dec 2017

IT Analyst

Continuserve is a global business process outsourcing company serving businesses with advisory services, business process outsourcing (BPO), and IT outsourcing to the Fortune 5000 and mid-market companies.

Successfully built and maintained client relationships with timely follow-ups and turnaround times, making sure calls were answered and requests were completed with SLA time.

Strongly skilled and dedicated ITIL Expert with a superior work ethic and client satisfaction record. Widely and deeply knowledgeable in all aspects of ITIL management and coordination.

Managed Asset inventory of both software, hardware and maintained complete track record on all the applications and software used on all the machines in the organization.

Have worked on Fortinet Forti SIEM tool to monitor the alert, analyze it and acting on it based on the priority of the alert. Created tickets based on the priority, gathering all the required information based on the predefined procedures and then escalating to different teams if necessary and creating KB.

Have worked on providing remote support to the clients and other end users through RMM, Log me in, Team Viewer and other remote applications. And was successfully configuring Routers and VPN (IP to IP and Site to Site) as per the client requirement for the client and end user connections.

Feb 2014– Sept 2015

System Engineer

Acropetal Technologies is a mid-sized business technology Solutions Company operating as a provider of on-demand technology solutions across various sectors.

Worked on site for Flipkart, the largest e-commerce organization in India delivering desktop, LAN, network and VOIP support for over 1000+ end users and support maintenance of complete assets including servers, Network Equipment, Desktops and laptops, Printers and IT Stock.

Maintained 99% uptime of live servers while managing more than 25 clients over a 24-hour period per day as an active member of Network Operations Centre and Delivered remote support and maintenance for mission critical, high availability database and application server environment using various tools.

Created and Updated incidents, escalated to concerned team and coordinated with different level of users and customers. Managed to work towards the closure of the issues and.

Implemented Free Open Source Ghost (FOG) server in the network to improve delivery, update, and maintenance efficiency of the Operating system by installation through the network to achieve delivery to 800 machines within 7 days.

Sep 2010 – Jan 2014

Junior System Engineer

Trianz is a Global Consulting and IT Services Company, servicing Fortune 500 companies to enable execution of strategic initiatives designed to streamline a business function, adopt new technological capabilities and modify the enterprise.

Managed the installation, administration, maintenance, monitoring, upgrade, patching, and performance tuning of all Windows/Linux operating systems and Successfully configured, troubleshoot, and maintain VMWare ESX 2 &3, DNS, DHCP, TCP/IP, Active Directory and routing issues in a NOC environment.

Updated firmware, drivers, and hardware in Windows NT4/server 200/2003, 2008, Linux, Netware, and VMware environments.

Implemented design changes for network systems that included a router , switch, and firewall configuration. Manage incident response activities, intrusion detection processes and security for the infrastructure

Job type: Contract Reference: 21-05994