Satinder Mehta

Experience

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  Sify Technologies Limited.

  Sept 2002 - Feb 2005

  Technical Support Engineer

  - Actively involved in planning & co-ordination with the channel partners for smooth conduction of retention activities.- Efficiently supervising and Monitoring Daily / Weekly /Monthly reports of the team and its day-to-day activities to implement regular improvements in the working of the team.- Successfully meeting the monthly customer retention target set for the team.- Overseeing expected performance level in response management and effective MIS On calls and trouble-shooting on a daily basis.- Adeptly handling escalated IVRS (Inter-Active Voice Response System) calls to resolve customer complaints & queries within the stipulated time period and maintain the needed GoS (Grade of Service) percentage.- Adroit at installation & troubleshooting TCP/IP configurations, Broadband (Telnet, Firewalls) Show less

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  Airtel

  Feb 2005 - Apr 2006

  DSL Broadband Engineer

  - Providing support for Installation of DSL VPN connections, routers & modems at various corporate customers, Wi-Fi Routers at customer premises as well as installation of DSL point-to-point & point-to-multipoint routers & modems.- Successfully handled installation of DSLAM’s in Ludhiana. - Providing networking solutions to meet customer needs through design, configuration and support. - Exposure of working with HDSL modems make Beetel, Loop telecom, Huawei, Ascom, RAD and Attriee. - Adroit at installations, Configurations, Maintenance and Troubleshooting of new and existing lease lines Show less

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  Dell

  Apr 2006 - Dec 2009

  Resolution Expert/Case Manager/Technical Support Expert

  - Spearheaded a team of 10 members in providing technical Support to Dell Customers in US for Dell products, [Desktops, Portables, Printers] including core hardware and software (All Versions of Microsoft Operating System, Vista, XP) issues. - Support covers entire product range of Dell Desktops, Portables and Printers including Motherboard, Monitors, Memory, and Optical Drives & HDD. Responsible for providing High End Technical Support (XPS Desktops & Laptops) concentrated on Troubleshooting Gaming and other software’s.- Providing support on home wireless networks including Wi-Fi routers (Net gear, 2wire, Linksys) and wireless networks.- Remote administration & troubleshooting software issues using Remote tool (CITRIX). Show less

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  IT BY DESIGN

  Dec 2009 - Apr 2015

  Service Manager - Infrastructure and Operations

  Operations Management- Team Size (25-30) including NOC Team and L1, L2, L3 System Admins for different technologies.- Formulating and implementing procedures for daily operations and internal reporting systems for monitoring quality.- Interacting with clients through e-mails and daily Conference Calls to review and resolve operational issues as well as implement new process and procedure changes.- Preparing weekly/ monthly and quarterly reports and maintain employee performance database tracker with a view to monitor efficiency of associates.Process Transition / Enhancement- Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.- Creating and implementing workflows to facilitate structured support in all areas and issues.- Sending reports to the top management and maintaining the agreed SLA and thereby focusing on maximizing Customer Experience while optimizing costs.- Monitoring Operations Monitor System and analyzing various reports viz. process dashboards reports.Technical Support/Troubleshooting- Addressing and resolving performance bottlenecks and ensuring maximum Network and System uptime.- Suggesting improvements in the operations and processes to make the system foolproof.- Providing application support at all stages; resolving unresolved support issues through research and development.Team Management- Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.- Planning targets, monitoring them and ensuring achievement of overall targets on a daily, weekly and monthly basis.- Creating and sustaining an environment that fosters development opportunities and motivates high performance through effective management and career development. Show less

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  Matrix Connectivity Solutions Inc

  Sept 2015 - Jan 2016

  Network Engineer

  - System Administration for almost 10 Managed clients to give them maximum infrastructure up-time and business continuity. - Supported network Infrastructure and clients daily technical issues.Projects Accomplished:- Successful mail migrations to Office 365 from IMAP server.- Successful migration and up-gradation of client specific application to new server (2012 Std)

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  Innovation Networks

  Feb 2016 - Aug 2017

  System Administrator

  - Windows Server Administration and support: Windows 2003/2008/2012 servers, DNS, DHCP, Active Directory, Security Patch administration, File and Print server.- Office 365, Exchange Server 2003/2007/2010, Hosted exchange (Appriver, Intermedia)- Firewalls (Sonic WALL, Sophos).- VMware, Hyper-V and Storage (Dell Equal Logic and HP Left-hand).- Backup solutions (Symantec, Storage Craft, Sonic WALL CDP).- Core Hardware and Software Support for Dell, Lenovo, IBM and HP products.- Tools: N-able/Kaseya/Labtech/Connect Wise.- Managing the virtual servers through Hyper-V, VSphere client and deploying of VM machines.- Completing monthly maintenance for all clients’ servers.- Backup management and disaster recovery(Storage Craft).- Monthly deploying Microsoft windows critical patches to all servers through N-able and windows updates.- Antivirus management (Security Manager AV Defender )- Working with vendors like Microsoft, Dell, HP for resolving hardware and OS issues with servers.- Assisting Canadian and US customers for their daily technical issues, IPhone/Blackberry configuration, outlook issues. File and print issues. Show less

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  IT BY DESIGN

  Sept 2017 - May 2024

  • Onboarding and implementation of new clients.• Conduct detailed analysis of existing systems and identify areas for improvement.• Document requirements and create detailed specifications for new systems or enhancements.• Assist Technical Team Leads and engineers with escalated issues related to O365, Windows Servers, Virtualization, AD, Backups, Printers, Firewalls, VPN and Desktops and client application issues.• Project management related to O365 migrations.• Develop and implement processes based on ITIL practices to bring service delivery efficiency.• Provide ongoing support for implemented systems, including troubleshooting and resolving issues.• Coordinate with cross-functional teams to ensure seamless implementation.• Publish Quarterly reports, runbooks and success measures during QBR/MBRs.• Optimize operations to minimize downtime, reduce costs, and improve resource utilization. Implement ITIL and best-practice frameworks to enhance service management processes.• Travel to remote offices when required for in person training. Show less - Acting as a single point of contact for clients and system admins for IT needs and relationships- Managing a set of clients and systems administrators overall in terms of business and satisfaction.- Assessing the client networks and suggesting timely improvements.- Onboarding new clients and system admins.- Accountable for Client and Systems engineers retention.(CSAT and ESAT)- Conducting timely trainings for team and Service managers based on requirement and need.- Planning well ahead to manage the end user needs in terms of IT networks.- Helping sales team in providing and projecting business requirements from bench resources.- Heading the projects and responsible for overall delivery.- Creating quarterly reports for clients and score cards for engineers by providing constructive feedback.- Conducting Weekly/Monthly and quarterly service calls to do ongoing and proactive check of accounts for healthy client relationship.- Responsible for smooth functioning when it comes to cross platform functionality within organization.- Identifying the improvement opportunities and suggest POC’s.- Travel to Client location or remote offices when required for in person training. Show less

  • Implementation Manager

    Jan 2023 - May 2024

  • Technical Account Manager

    Sept 2017 - Dec 2022