Freelance IT Support / QA at IIT Workforce (2025-01 – 2025-08)
- Managed Jira tickets lifecycle – assignment, prioritization, tracking, and closure
- Performed Manual testing, validation, and defect tracking
- Coordinated with development and QA teams for issue resolution
- Hands-on experience in performance testing using Apache JMeter
- Designed and executed test plans, thread groups, and parameterized scripts for web applications
- Created, Maintained Power BI Desktop reports and dashboards for performance analysis
- Used JMeter components like HTTP Requests, Controllers, Timers, Assertions, and Listeners effectively
Senior Backup Admin at IBM – Kyndryl (2020-01 – 2022-09)
- Administered and maintained IBM TSM backup environment for enterprise systems
- Monitored daily backup jobs and ensured successful completion
- Troubleshot backup failures and performed root cause analysis
- Performed restore operations based on business requests
- Managed backup schedules, policies, and retention settings
- Coordinated with storage and server teams for issue resolution
- Maintained backup reports and audit documentation
Lead consultant at Symantec / Norton Lifelock (2017-09 – 2019-10)
- Leading Helpdesk Support Team to meet daily delivery schedules
- Created Power BI Desktop reports and dashboards for incident, SLA, and operational performance analysis
- Delegating responsibility and ownership of tasks to Support Engineers
- Delivering services in accordance with agreed Service Level Agreements (SLA)
- Worked closely with Helpdesk teams to achieve excellence & create a workflow to reduce incident duration and increase responsiveness
- Managed Active Directory (Windows Server 2012) user administration, including user creation, password resets, account unlocks, and user lifecycle management
- Administered Security Groups, OU management, user access permissions, and resolved Active Directory authentication issues within SLA
Consultant at Saksoft Ltd (2016-02 – 2017-08)
- Handled incident tickets and provided first-level troubleshooting
- Supported application errors, system issues, and outages
- Performed basic patching activities and system health checks
- Monitored alerts and responded to incidents proactively
- Escalated unresolved issues to development and infra teams
- Maintained SLA compliance and updated tickets regularly
- Worked closely with teams during production support activities
- Ensured proper documentation and reporting
Application Support Engineer at iOPEX Technologies (2015-03 – 2016-02)
- Provided L1 support for applications in Windows and Linux environments
- Troubleshot application errors, login issues, and connectivity problems
- Performed log analysis and service restarts
- Escalated issues to DevOps/DBA teams with proper RCA
- Supported deployment and release activities
- Monitored applications and ensured uptime
- Maintained ticket queue and ensured SLA adherence
Network Support Engineer at CMC Ltd (Now part of TCS) (2011-08 – 2014-01)
- Monitored network performance and resolved connectivity issues
- Provided network support for domestic clients
- Troubleshot LAN/WAN issues, IP conflicts, and outages
- Configured and supported routers and switches
- Coordinated with ISP and internal teams for issue resolution
- Performed routine network checks and preventive maintenance
- Managed hardware inventory and asset tracking for IT infrastructure and network devices
