Abhishek Nair

Experience

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  CMS Computers Limited (INDIA)

  Oct 2004 - May 2005

  FMS Engineer

  Through CMS worked as a resident FMS engineer at Reliance Web World, Surat. Previously worked at same position for Reliance InfocommTroubleshooting for Hardware & Software, Vendor Management, Asset Management & Help Desk.Maintain LAN, WAN (leased/ISDN) and Internet connectivity.Support PBX and Voice Mail systems.Responsible for the installation of various hardware & software at Reliance Infocomm Locations andReliance Infocomm Customer Locations.Installation & Maintenance of Windows 2000 Advanced Server used as a DHCP & File Server.VLAN configuration on Layer 3 switches & routers, configuration of FTP server for intranet. Show less

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  Capgemini

  Sept 2005 - Sept 2006

  IT Helpdesk Associate

  Kanbay was acquired by CapGemini in the year 2006 and is now known as CapGemini.Troubleshooting for Hardware & Software, Vendor Management, Asset Management & Help Desk.Provide technical knowledge to employees to assist in their use of hardware and software.Assisting users with Access related problems on the Kanbay Domain & assisting remote users to connect to Kanbay using Cisco VPN client on RSA secureID token generated passcode.Maintain LAN, VLANs and level 1 WAN support and Internet connectivity.Support the Kanbay domain and Active Directory.Handling local and global Shifts as Helpdesk Admin in a 24 X 6 environment. Show less

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  Amdocs

  Sept 2006 - Feb 2008

  SME IT department

  Maintain LAN segregated networks of different customers without using the VLAN concept adhering to the customer’s security requirements and level 1 WAN support and Internet connectivity.Configuring switches and maintaining the interconnectivity between the site data center and production floor.Installation & Maintenance of Windows 2003 Advanced Server used as a File Server.Maintenance of Proxy Server and QIP MAC address based security server.Configuring and maintaining training rooms for new customer processes. And maintaining a segregated network within the customer’s network to assist in the training activity.Assisting senior managers to organize Video conference calls from the site to other Amdocs office on IP networks and to customer location on ISDN numbers.Assisting users in their citrix applications and troubleshooting any connectivity and local client related issues. Guiding the users to raise appropriate cases in the event of remote application or remote server related issues and providing them with workarounds to reduce production downtime.Preparing standard and client system images for installation on HP desktops and laptops used at the site.Coordinating with vendors for maintenance and commissioning of vendor equipment procured by Amdocs or leased on rent from the vendor. Show less

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  Cybage

  Feb 2008 - Feb 2013

  Associate Manager / Technical Analyst Technical Support

  AchievementsDemonstrated our capability in customizing SCOM 2007 R2 monitoring solution to potential customer. Setup claim based authentication for SharePoint application using ADFS 2.0 and MS Forefront 2010 TMG. Implemented a solution to reduce the per user infrastructure setup cost by converting one PC into four terminals which can be used by four users simultaneously.Acted as consultant to customer for selecting IT tools best suited for their IT operation requirements.Roles & ResponsibilitiesManaged multiple Technical Support projects with a team of 30 FTE and 2 Team Leaders.Interaction with the customer point of contact to access satisfaction level and seek feedback.Perform regular audits on performance data of resources.Selection of resources with right skill sets required for the customer’s project.Conduct interviews to hire external resource if the required skill is not available in the organization.Perform appraisals of resources and provide feedback to senior management.Risk management to identify, mitigate or transfer risks associated with IT support operations.To provide value addition to the customer by suggesting & implementing improvements in IT processes. Build customer relationships by meeting and exceeding expectations in terms of service delivered.Act as a point of contact in the event of issue escalation from the customer and correct the issue by incorporating necessary changes in the SOPs. Show less

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  ClearPoint

  Feb 2013 - Jun 2014

  Manager ICT

  AchievementsImplemented Citrix VDI in a box solution to optimize concurrent software usage.Setup IP KVM switch in the US office to reduce the dependency on physical presence of IT person.Disaster recovery setup for primary file server using shadow copy and DFS replication.Roles & ResponsibilitiesHandling the Operations of IT team supporting the internal users across offices in India & US.Vendor management for various Hardware and IT peripherals and with various service providers.Supervise the desktop support engineers and ensure that all tickets are resolved within the SLA time limit.Incident management and problem management for IT related issues. Manage and administer Office 365 licenses and mailboxes for users in organization.Backup strategy planning and implementation, performing regular restoration tests on backups.Manage the Access control system of premises and its integration with MIS & attendance tracking systems.Monitor & Manage the entire physical and virtual server infrastructure of ClearPoint across its various offices and co-location data-centers.Support applications of customers hosted in either co-location datacenters or in customer’s data-centers. Show less

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  IT Leap

  Aug 2014 - Jun 2016

  Systems Administrator

  www.itleap.com.auResponsibilities: Managing all IT operational tasks for internal and external customers.Resolving any IT related issues encountered by customer’s users remotely using remote management tools.Migrating email solution of customers from existing platforms to Office365 and managing them.Conducting site surveys at customer’s warehouses and packing sheds for Ruckus wireless solution designing.Planning and implementing virtualized server infrastructure, Active Directory and Windows services and backup.Developing and implementing and disaster recovery for customers and upgrading their existing IT infrastructure.Setting up the monitoring of customer’s IT infrastructure using Centreon alerts and notification.Managing the customer’s extended IT infrastructure which is hosted on AWS and Azure cloud.Managing antivirus solution using cloud based Trend Micro Worry Free Business security services.Achievements:Customized Autotask as the complete IT management platform for service desk, project, inventory, billing etc. Deployed Centreon based monitoring solution for customer’s distributed infrastructure.Designed and implemented fully automated solution for end to end software and patch update.Implemented customers’ disaster recovery by setting data backup to Amazon cloud with 1-year data retention.Synced local AD to Azure AD using AD FS to enable single sign on operations.Configured Shopify store to cater to ITLeap’s IT hardware sales business. Show less

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  Ensyst

  Jul 2016 - Dec 2018

  Support Engineer

  Responsibilities: Providing level 3 support to for the managed services clients of Ensyst across various IT services.Technical escalation point for Ensyst’s level 1 and level 2 managed services resources. Providing support on technologies involving Office365, Azure, VMware, Microsoft Hyper V, Barracuda, Cisco etc.Provide training and mentoring for level 1 and level 2 resources and prepare technical documentation including work instructions for daily IT tasks.Managing the client’s virtual infrastructure on private and hybrid cloud platforms using Azure.Planning and estimating scope of work for any work requests which are outside the managed services contract.On boarding new clients either directly acquired by managed services or transitioned from project services team.Perform gap analysis on the client’s IT infrastructure and provide recommendations to mitigate those gaps.Achievements:Successfully onboarded a client in healthcare industry and was involved in the transition of their infrastructure from on premise to Optus Managed Cloud. Could get various IT related issues resolved for a client in Career Development industry and improved on the client’s CSAT score from 60 to 95.Helped a client save AUD 15,000.00 on licensing renewal costs by identifying software which weren’t being used in the client’s IT environment. Show less

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  IT Leap - Managed wireless and monitoring specialists

  Aug 2019 - now

  Senior System Engineer