Aashish Barai

Co-ordinate and manage the day to day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members. Motivating, mentoring, and developing a team of 30-35 System Administrators and Engineers (combination of L1, L2 and L3) to deliver a first-class service. Liaise with customers regarding requirements, delivery, and will have input into on-going service reviews. Managed Service provisions are delivered on time and in accordance Clients’ expectations and that support is provided accordingly with both internal and external stakeholders. Set clear objectives, evaluate progress against objectives, and instill performance-oriented culture with focus on accountability. Conduct monthly one to one is with individual team members as well as quarterly reviews. To monitor and record attendance and manage issues as appropriate. Contribute to the on-going development of the Managed Support function by sharing knowledge, experience, and expertise with other team leaders. To recognize opportunities for improvements to procedures by pro-actively offering ideas and solutions. Encouraging team input into procedures and practices – assisting them in developing their ideas. Provides an escalation level for problem support, management, resolution, and communication as appropriate. Work with the department’s Service and Process Improvement analysts to ensure all aspects of the department “business as usual” operations can be maintained to meet customers’ requirements. Work with the Service management function to ensure key SLAs are met for provisioning and support and to ensure progress updates are provided as required where service issues are identified. Projects activity is regularly monitored to ensure milestones are met. Managing SLA for INCIDENT & SRM. Assist the team where required by actively working on customer issues, handling calls, managing tickets and escalations, etc.

Migrated the on-premises workloads to Azure cloud based on the requirement. Design and deploy Azure Backup and other Confidential backup solutions for Azure. Responsible for systems and application performance monitoring. Build of new environments for development and test in Azure. Responsible for managing network storage in Azure. Azure network experience, VPN and Express route, Azure DNS, Traffic Manager, and Load Balancers. Secure data against unauthorized access. Ensure data backup is ideal for restoration. Configure long term archival storage along maintaining corporate compliances and networking knowledge. Implement patching solutions using a configuration management tool. SCCM

Windows support. (Windows XP, Win 7, Win 10.) Load / Reloading standard build operating system & configurations) & patches installation. Providing permanent fix to Desktop, Laptop, Printer problems and basic LAN issues. Vendor management. Asset Management. All the Desktop (Including standalone PCs) shall be updated with the Latest Antivirus pattern. Raise timely alert and take immediate action to mitigate any virus outbreak. Application & software support. Office 365 configuration. Configuring Outlook Client. Installing & Configuring Local Area Network (LAN). Working on SCCM, WSUS, DLP, DLO. Know how to install or uninstall software through SCCM. Working on Remedy tool. Incident Management. ITIL. Handling IT inventory and keeping updated accounts of the same. Responsible for maintaining user security accounts for window servers including Desktop configuration, networking, network accessing issues and printer and other peripheral connectivity. Working on iPad & iPhone configuration. Mobile iron Configuration. MDM pin configuration. Networking support. Working on change management. Working on servers & Data center DCO media movement. Daily basis Media movement tracker. Cisco VPN, OneMFA support. Daily basis system movement inventory. All VIP & critical issue support.

Co-ordinate and manage the day to day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members. Motivating, mentoring, and developing a team of 30-35 System Administrators and Engineers (combination of L1, L2 and L3) to deliver a first-class service. Zero SLA failures leading to penalty or customer escalations. No Critical/Formal escalations that progress to L6 Managers/ Regional/Service lines leads regarding Service Levels and Service delivery from internal and external stakeholders. Publish reports for enhanced customer engagement. 100% timely completion of all assigned actions by the account. Meet all client contractual obligations and standard requirement commitments to deliver quality services and positive experiences to clients. 100% tickets tracked and updated with relevant explanation (Monthly). > 95% QA scores on all tickets monitored. AV Room Preventative Maintenance & Room checks, 100% diligence on the rooms assigned (Monitored by Site SPOC). 100% ticket updated \ modified no older than 2 days (Monthly). AV meeting support - All issues reported must be actioned within 10 minutes from the time assigned. 100% response and availability for escalations as per SLA (Monthly). Publish calendar for monthly client meetings & agenda. Document efficiently and effectively. Timely sharing of associated action plans and adherence to closure of open action points with Customer/ within team. Instrumental in improved customer score (Customer Satisfaction Survey/ Balanced Score Card/). Cross pollination of client best practices. Follow the Standardized process without any deviation and contribute for its enhancement. Rolling out standardized process across accounts and ensuring process compliance. Ensuring process compliance as per the project/account needs. Zero process non-compliance. Mentor and train juniors in respective skills with at least one occurrence. Interlock between Service lines and Regions driven