Owings Mills, Maryland, United States
I have rich experience in system administration, networking and security.
Proactively monitored all servers, applications and services using a combination of tools to ensure high availability and SLAs ● Provided 1st and 2nd level support per request from various constituencies. Investigate and troubleshoot issues. ● Analyzed and solved server or network problems in a timely, and accurate fashion, and documented resolution strategy for future reference ● Evaluated, tested and deployed, on regular basis, all software and hardware patches/ upgraded to the server infrastructure and to the admin tools/ utilities ● Provided daily technical report per functional area.
● Managed end-user system, applications and network problems with escalation where necessary ● Logged all reported faults into service management application ● Provided online resolution of reported faults and log incidents for further action ● Performed the incidence escalation process in compliance with laid down policie s and procedures. ● Resolved faults and requests related to hardware, software, desktop, applications, operating system, office productivity tools, and ensuring uninterrupted availability of end user computing environment.
● Received end user requests through the IVR, and logged appropriately in the Numara Track IT ERP ● Resolved all level1 issues/ complaints lodged by users or escalated issues to 2nd level support staff for quick and possible resolution ● Liaised with vendors to resolve issues on technology infrastructure ● Installed and configured network servers, operating systems, DHCP, DNS and proxy servers, and also ensured updated network patches and antivirus are installed ● Managed and repaired Tally Genicom line printers ● Managed the company's LANs and Wide Area Networks