• Apr 2023 - Present

• Oct 2021 - Apr 2023

Deploy Ziwo Application on Linux-based servers on azure and AWS.Manage multiple projects including SD-WAN deployment using Fortinet firewall and Cloud VM deployment along with the billing setup on telecom level platform to successful technical delivery to the clients.Network troubleshooting with clients for network-related issues.Monitor all cloud-based servers and work as part of an interdisciplinary team to achieve project milestones.Working with the presales teams to understand the customer requirement and implement the solution as per their needs and requirements.Automatic Deployment of Callcenter, IVR Platforms, and CRM solutions.Configure Pfsense-based router and firewall.Configure GSM / PRI / PSTN to VOIP-based gateways.Involved in crucial decision-making and ensuring compliance across projects.Coordinate with customers to gather requirements.Provide Technical Support and periodic training for all Client services.Working on daily support tickets and working with customers to provide resolutions.Maintain system documentation.Additional tools used:- VOIP PBX: Asterisk-FreeSwitch, Elastix, 3CX- Monitoring: Graphana, Monit- Deployment: Ansible- Cloud: Azure/AWS- Telecom Billing platform: Mor by kolmisoft- Software: Git, Jenkins- Documentation: Notion Show less

• Jun 2021 - Oct 2021

Addressing customer escalations and relaying concise and audience digestible updates to executive stakeholders.Actively analyses the backlog, finds areas of improvement, creates a plan of action, and reports back to the management team. Answers team member questions, helps with team member problems and oversees team member work for quality and guideline compliance. Conducts team meetings to update members on best practices and continuing expectations. Challenge current methods of service delivery. Identify, recommend and implement improvements to enhance the team's efficiency. Quick in decision-making factors on client platform onboarding issues. Assists management with hiring processes, new team members’ training, and onboarding.Respond to customer inquiries and assist in troubleshooting and resolving challenges. Show less

• Jul 2019 - Oct 2021

Remotely assist US based 500+ Dental offices for there IT related services Install and configure computer systems and applications within the companyRespond to customer inquiries and assist in troubleshooting and resolving challengesActively update, maintain and monitor all aspects of computer networksResolve technical issues related to network interruptionsResolve technical issues related to Dental Medical Hardware such as X-Ray Sensors, intra-oral Camera and Panoramic machines. Resolve technical issues related to Dental Practice Management Software's.Resolve technical issues related to Windows server Environment and Backup and recovery solution's.Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problemsMaintain a working log detailed all required system updates, as well as the date of completionOrganize and file documentation pertaining to warranties and instructional guides for computer hardwareAssist management in creating training materials pertaining to computer troubleshooting and usage Show less

IT Network & Systems Specialist (Remote ITALY and across Europe )

• Feb 2019 - Jun 2019

Provide Remote IT support to multiple onsite field engineers. Doing technical assessments for the field engineers. Understand the scope of work and provide resources to 3rd party clients. Managing Microsoft products in-house Office365 and multiple Servers. Implementation of any new project and doing Research and Development. Provide Remote IT support to multiple onsite field engineers. Doing technical assessments for the field engineers. Understand the scope of work and provide resources to 3rd party clients. Managing Microsoft products in-house Office365 and multiple Servers. Implementation of any new project and doing Research and Development.

IT System Administrator (Onsite)

• May 2018 - Dec 2018

Designing, Managing, and troubleshooting the Network Infrastructure of Corporate Clients of the Company. Proposing Cost-Effective, Secure, and Highly Scalable Solutions with resilience to the Corporate Clients and Managing the Network Support as per ITIL Standards. Environment: Cisco Routers, Switches, Windows Servers, and Firewall gateways. Contribution: Install communications devices - routers, switches, firewalls, modems, VOIP phones, etc. to enable connectivity between all company sites. Install, configure, maintain and tune the communications devices and the existing network at all the company sites to enable stable and problem-free communication between business users. Configure network software, directory structures, rights, security, and printing on the network environment. Upgrade network hardware and software systems as required. Manage memory usage of the network, network printing, and network technology resources. Provide users with network technical support and operation assistance. Load and update network applications as required. Configure PCs to connect to network facilities and Core Business Applications. Resolve user problems with Email systems, network printing etc. Monitor Windows 2012 servers for any error messages. Maintain the telecommunication (Cisco Voice over IP and Video Conference systems) of the company by taking care of all extensions, direct lines & fax lines, and also the restrictions on them. Provide a primary level of operational support for Desktop based Business Applications. Manage data center of the company having servers, complete network equipment racks & telecommunication. Manage internet usage and control bandwidth for the users. Enforce internet policies and apply on each user account with different policies. Provides support documentation, including procedural documentation. Show less

IT Technical Support Engineer (Remote USA Suncom/AT&T Retails stores)

• May 2016 - Apr 2018

Desktop, Laptops, Printers, Scanners, and Network hardware troubleshooting and taking corrective action in the shortest possible time. Identifying reported PC operating system issues including POS, Network, Printing, Scanning, Email, Internet Access, etc., and resolving them quickly. Perform diagnostic tests and troubleshooting to identify client’s issues Provide customers with accurate information on IT products and services Develop and implement technical procedures effective in quickly addressing customer’s problems to minimize downtime Carry out assessments to determine the need for changes in hardware/software configurations Educate clients on procedures for resolving or preventing recurrence of a technical problem Act as liaison between the IT unit of an organization and its clients Explain and provide IT solutions to customers in non-technical and comprehensible terms Proper recommendations to clients looking to purchase new equipment or replace existing ones Prepare and present reports to update management on IT support operations Operate and work with equipment such as smartboards, external storage devices, computer diagnostic tools, printers, etc. Respond to inquiries about hardware or software issues. Perform scheduled maintenance on computer systems to ensure efficient operations. Repair or replace faulty components of a computer/network system. Provides support documentation, including procedural documentation. Asset management of all IT equipment being installed and procured for office use. Vendor management for timely procurement of hardware systems, IP-phone, and different network-related equipment. Show less

IT Service Desk Officer(Oniste)

• 2015 - Apr 2016

Support LANs, WANs, network segments, Internet, and intranet systems. Troubleshoot problems reported by users. Make recommendations for future upgrades. Maintain network and system security. Analyze and isolate issues. Monitor networks to ensure security and availability to specific users. Evaluate and modify systems performance. Identify user needs. Maintain the integrity of the network, server deployment, and security. Ensure network connectivity throughout a company’s LAN/WAN infrastructure is on par with technical considerations. Design and deploy networks. Perform network address assignment. Assign configuration of authentication and authorization of directory services. Maintain network facilities in individual machines, such as drivers and settings of personal computers as well as printers. Maintain network servers such as file servers, Exchanger servers, Domain Controller, and Print servers. Managing Backup of the data using VERITAS Backup 12, HP Ultrium Storage Works, and Tape loaders. And restoring data when required. Asset management of all IT equipment being installed and procure for office use. Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, and software deployment. Show less