System Engineer - II - Walmart Global Tech Pvt Ltd
(2021-06)
- Provide enterprise-level hardware and infrastructure support for store compute environments across global locations.
- Troubleshoot complex server, hardware, and firmware issues across VMware and Windows Server environments.
- Coordinate with OEM vendors and field engineers for rapid replacement of faulty components while meeting strict SLA targets.
- Perform firmware upgrades, preventive maintenance, battery replacements, and lifecycle management activities to improve system reliability.
- Analyze hardware logs and diagnose infrastructure issues to minimize downtime and improve operational stability.
- Monitor environmental conditions including humidity, water ingress, and temperature to prevent infrastructure failures.
- Handle critical escalations and collaborate with cross-functional technical teams for timely incident resolution.
Field Services - Walmart Global Tech Pvt Ltd (Intelliswift India Pvt. Ltd.)
(2019-08 - 2021-06)
- Supported end-user and store infrastructure incidents while ensuring adherence to SLA commitments.
- Managed P1/P2 incidents, coordinated bridge calls, and provided stakeholder communications during major outages.
- Monitored enterprise dashboards and alerts proactively to identify and mitigate potential service disruptions.
- Collaborated with application teams, vendors, and technical teams to resolve critical incidents efficiently. Created and maintained knowledge articles and operational documentation.
- Managing alerts on multiple platforms and proactively monitoring the dashboard (Dynatrace and Grafana) which prevents the failure in future.
- Initiating and managing the Escalations/Notifications from specific tools.
- Efficiently work with multiple teams in collaborating the issues and process.
Senior Executive - Vodafone Shared Services India Pvt. Ltd. (VSSI)
(2014-08 - 2018-08)
Incident Management and Data Center Operations support.
- Identifying the impact, urgency and priority of incident, problem and change requests.
- Experience in successfully handling IT projects both as a team player as well as individually while possessing excellent problem-solving skills and adaptability to dynamic technical environment.
- Monitor, Control & Improve the technical support through Incident management, Problem management and Change management.
- Managed major incident coordination and technical bridge calls for enterprise data center operations.
- Handled incident lifecycle management including detection, prioritization, escalation, tracking, and resolution.
- Coordinated with global support teams and third-party vendors to ensure timely restoration of services.
- Managed shift operations, monitored support queues, and ensured proper ticket routing using BMC Remedy.
- Provided voice and remote support to users while maintaining high customer satisfaction and SLA compliance.
- Prepared incident summaries, timelines, workarounds, and executive communications for stakeholders.
Technical Support Analyst – HP (Net Connect) - Hindustan Unilever Limited
(2013-06 - 2014-05)
Provided L1 technical support for various IT systems and infrastructure.
- Provided L1 technical support for Active Directory, VPN, Outlook, software installation, and network-related issues.
- Worked in Remedy Tool.
- Managed password resets, account enablement, and user access requests.
- Handled remote troubleshooting and coordinated with vendors for hardware-related incidents.
- Attending remote calls and solving VPN issues and Outlook issues like creating PST, excel issues, Wi-Fi issue, installation of the software's.
- And communicating with the customers by replying to the mails and Chats.
- Solving the internet issues through remote connection and Installation of software's.
- Following up with vendor for laptop issues, printer issues, scanner issues.
Junior IT Analyst – Netsol (Future Focus Infotech) - Philips Electronics India
(2011-05 - 2012-12)
Worked as L1 technician responsible for logging tickets and user management.
- Worked as L1 technician responsible for Logging SM7 tickets for the users with different technical issues and password issues.
- Employee database management.
- Worked in Active Directory, EMI, PIM, PDS.
- Generating reports for daily weekly monthly on demand basis.
- Supported Active Directory operations including user management (create / delete / modify users), group administration. VPN access, and Outlook administration.
- Provided first-level IT support and coordinated issue resolution across support teams.
- Managing OU's in Active Directory, Knowledge on Microsoft Office [2003, 2007], Microsoft Outlook configuration, and handling user accounts.
- Assigning calls to the respective team with proper severity.
- Maintaining Software inventory, Licenses and ensuring closure of software requests.
- Access giving for VPN, working for security token.
- Attending remote calls and solving VPN issues and Outlook issues.
- Solving issues like: Users passwords resetting and enabling accounts and VPN issues.
