02

My
Experience

• May 2024 - Present

  IT System Engineer

  RVS iGlobal

  • Managed Network Infrastructure and MS O365 for 500+ European Clients, ensuring minimal downtime and optimal system performance.
  • Professionally handled and resolved P1 and P2 incidents within SLA timeframes, utilizing ITIL Incident Management best practices.
  • Performed Root Cause Analysis (RCA) for recurring issues, documenting solutions for knowledge base improvement and reducing future incident occurrences.
  • Troubleshooting of Firewalls related issues like security policy, Firewall performance, DHCP, DNS, and NAT related issues.
  • Collaborated with cross-functional teams to implement Change Management procedures, ensuring seamless deployment of updates and enhancements to critical systems.
  • Troubleshoot and actively worked on modifications over domain controllers, MS Exchange Servers, Intranet, LAN/WAN network, and proxy servers.
  • Automated daily backup processes and critical patch deployments, aligning with Service Continuity Management to ensure data integrity and system reliability.
  • Performed daily backups of clients' machines with 100% efficiency, ensuring data security, data reliability, and quick recovery in case of failures.
  • Enhanced application uptime for B2B and B2C software by optimizing infrastructure and eliminating bottlenecks.
  • Successfully mitigated and resolved major cyberattacks (phishing, malware, DDoS), adhering to ITIL Event Management principles and ensuring business continuity.
  • Created detailed process improvement documentation, leading to a 21-day reduction in onboarding time for new engineers.

• September 2023 - April 2024

  Assocaiate Techncial Support Engineer

  Tech Mahindra

  • Managed Network Infrastructure of North America, EU, and Oceania Clients, ensuring optimal performance.
  • Conducted thorough investigation in case of any Cyber Attack on clients' products.
  • Collaborated closely with clients to understand their security requirements, enhancing their networks, and providing suggestions respectively.
  • Proactively handled support cases, triaged, and troubleshooted network issues to resolution without exceeding the SLA’s.
  • Investigated and diagnosed issues with service partners such as Cox, Verizon, Comcast, etc.
  • Collaborated with technical and non-technical staff as a key point of contact for network-related matters.
  • Maintained accurate documentation, policies, and procedures related to network infrastructure.
  • Provided training and mentorship to new joiners, sharing best practices and suggesting how to tackle different types of clients.

03

My
Resume

04

Contact Me