Senior System Engineer - Atticube Tecnology Solutions Pvt Ltd
(2025-03)
- Managing and maintaining IT infrastructure to ensure high availability, performance, and security.
- Administering Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive.
- Implementing IT security controls such as firewalls, endpoint protection, and access management.
- Leading major incident management and ensuring SLA-based alert monitoring and resolution.
- Handling IT asset management, lifecycle tracking, and technical documentation.
- Planning and executing infrastructure upgrades, migrations, and capacity improvements.
- Managing vendors and acting as primary point of contact for key clients.
Consultant – BPO Services - HBSUSA Information Technology Pvt Ltd
(2024-05 - 2025-02)
- Managing end-to-end service desk operations and ticket workflows.
- Providing customer service, technical support, and back-office operations.
- Ensuring SLA compliance and delivering high-quality support.
- Conducting process optimization for finance, sales, and maintenance teams.
- Leading client review meetings and coordinating service delivery.
Engineer – Customer Care - Asianet Satellite Communications Ltd
(2009-03 - 2024-04)
- Led a team of 50+ L1 and 17 L2 technical support agents.
- Coordinated with NOC teams to resolve operational issues quickly.
- Implemented customer support policies, workflows, SIPs and CIPs.
- Ensured stakeholder communication, reporting, and issue escalation.
- Improved customer satisfaction through service enhancements.
- Used tools like Aprecomm, Zabbix, and NMS for network monitoring.
Customer Engineer - CMS Computers Ltd
(2007-09 - 2009-03)
- Installed and configured hardware/software for clients.
- Conducted training and provided technical troubleshooting.
- Performed upgrades, maintenance, and system diagnostics.
Resident Engineer (Onsite) - LIC of India
(2008-04 - 2009-03)
- Managed onsite installations, escalations, and client support.
- Performed system assessments and recommended improvements.
IT Helpdesk Engineer - Vodafone Essar Ltd
(2007-09 - 2008-01)
- Provided IT support for hardware, software, and network issues.
- Closed service tickets within SLA guidelines.
- Managed desktops, laptops, printers, and peripherals.
