Customer Interaction:
Engaged with customers to provide technical support for Public Key Infrastructure (PKI) products and services.
Responded to customer inquiries, troubleshooted issues, and provided effective solutions.
Maintained a high level of customer satisfaction through proactive communication and support.
Issue Resolution:
Diagnosed and resolved customer-reported issues related to PKI, digital certificates, and cryptographic protocols.
Escalated complex issues to the appropriate technical teams and ensured timely resolution.
Coordinated with cross-functional teams to address customer concerns and ensure a seamless support experience.
Product Knowledge:
Developed a deep understanding of PKI products, features, and functionalities.
Stayed current with product updates and enhancements to provide accurate and up-to-date information to customers.
Conducted training sessions for customers on using PKI products effectively.
Documentation and Knowledge Base:
Created and maintained detailed documentation for common issues and their resolutions.
Contributed to the development of a comprehensive knowledge base for customer support.
Provided insights to improve documentation for customer self-help resources.
Customer Training:
Conducted training sessions for customers on best practices for implementing and managing PKI solutions.
Assisted customers in understanding and navigating through PKI-related processes.
Collaborated with the training team to develop training materials and resources.
Escalation Handling:
Managed and documented escalated customer issues, ensuring proper communication and resolution.
Worked closely with Tier 2 and Tier 3 support teams to resolve complex technical challenges.
Provided timely updates to customers on the status of escalated issues.
Customer Feedback and Improvement Suggestions:
Gathered customer feedback on product experiences and support interactions.
Shared customer feedback with
Tools:
ADSS SigningHub, WebRASkills: Computer Science · Communication · Information Systems · ADSS Server · Internet Information Services (IIS) · Public Key Cryptography · Web RA · SigningHub · Jira · • Undertaking analysis, diagnoses and resolution of client problems, via phone, · • Proactive working as a member of team.

Install, configure, deploy, customize, and administer Smartcloud IBM Control Desk in Windows and Linux environments. Integrate IBM Control Desk with Netcool and handle the installation, configuration, and administration of DB2.
Customize Jira, administer RHEL 7.5, and monitor Microsoft SharePoint. Monitor alarms for services, resolve issues, and escalate to Level 2. Provide Maximo support and enhancement, including automating daily server activities, implementing automatic email notifications for interface health checks, and making minor enhancements to the existing Maximo environment. Design and develop interface solutions such as MBOs and REST APIs in support of DC Water\'s business objectives, configuring Maximo accordingly.

Handle WebSphere builds and deployments, JMS configuration, system configuration, asset definitions, global data setups, application domains, workflow configuration, GUI enhancements, and deployment. Identify data loading, integration, and data migration requirements, developing functional designs and associated data mappings. Oversee the development of integrations and migrations as needed.

Manage incident, service request, and change management. Develop reports, including NG Task Report, Cognos, and Birt Reports. Create and customize Cognos and Birt Reports. Provide input on functional design for adding new asset classes, attributes, and workflow development.

Cultivate positive working relationships with DC Water management and staff. Manage data loading and retrieval in Maximo using DB2. Oversee test and production environment management. Create and manage different DB2 schemas related to Maximo. Provide user support, develop training documentation, and conduct end-user training.

Maximo Implementation:
Led the deployment of Maximo Enterprise Asset Management (EAM) system for clients.
Collaborated with project teams to gather requirements and design deployment strategies.
Conducted system assessments to ensure compatibility and readiness for Maximo installation.
Installation and Configuration:
Installed and configured Maximo software, ensuring adherence to best practices.
Collaborated with database administrators for the setup and configuration of relevant database servers 
Implemented and tested Maximo configurations based on client specifications.
Integration with External Systems:
Collaborated with integration teams to ensure seamless data flow between Maximo and other systems.
Implemented data migration strategies for smooth transition to Maximo.
WebSphere Build and Deployment:
Managed WebSphere builds and deployments for Maximo applications.
Configured JMS and ensured optimal performance of Maximo.
Conducted troubleshooting and optimization activities for WebSphere infrastructure.
Customization and Workflow Configuration:
Customized Maximo configurations based on client requirements.
Configured asset definitions, global data setups, and application domains.
Designed and implemented workflow configurations to align with client-specific business processes.
Testing and Quality Assurance:
Conducted thorough testing of Maximo installations to ensure functionality and performance.
Collaborated with quality assurance teams to resolve identified issues.
Implemented best practices for testing and quality assurance in Maximo deployments.
Training and Documentation:
Created comprehensive documentation for Maximo deployment processes and configurations and organize sessions.
Provided ongoing support and training to end-users during the post-deployment phase.
Continuous Improvement:
Stayed abreast of Maximo updates, patches, and industry best practices.
Proposed and implemented improvements to deployment processes and methodologies.

Smartech Consulting PVT, LTD.
nstallation, Configuration and Management of ESXI Hypervisor.
Installation, Configuration and Management of Vsphere Server.
Installation, Configuration and Management of Vsphere Client.
Installation, Configuration and Management of Vcva/ vcsa
Installation and Management of vshpere web client.
Network Monitoring Through GFI LAN Auard.
WFNGF Firewall Management. • Active Directory Management.
Group policy Management
File Server Management.
Mikrotik Router Management.
Attendance Machine Monitoring and Troubleshooting.
EnGinus Wifi AP Management.
Cisco switch 3035 Management. • Inventory Management.
Manage and monitor all installed systems and infrastructure Install, configure, test and maintain operating systems, application software and system management tools
Proactively ensure the highest levels of systems and infrastructure availability
Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes
Maintain security, backup, and redundancy strategies. • Provide 2nd and 3rd level support
Liaise with vendors and other IT personnel for problem resolution

• Assist Service Desk Manager.
• Administration and management of Service desk Engine.
• Take backup of Service Desk Manager of weekly basis.
• Take overall responsibility for incident management and request fulfillment on the Service Desk.
• Producing statistics and management reports on Weekly and Monthly basis.
• Report to managers on any issue that could significantly impact the business
• Supervision of System support Team.
• Act as a further escalation point for Staff.
• Acting as an escalation point where difficult or controversial calls are received
• Arranging staff training and awareness sessions
• Assigning Ticket to Staff with strong follow up.
• Installation and configuration of SQL Server.
• Maintain software installation guidelines and procedure for Engineering and other applications.
• Follow up the incident raise on level 2 and 3 efficiently.
• Evaluate the performance of Support Staff
• Identify the root cause of frequently raising issue, and prepare strategies to resolve them with proactive approach.

• Installation & troubleshooting of operating systems (Win Server 2003, Win Server 2008)
• Deployment of Network Infrastructure Services ( i.e. DNS, DHCP & Security)
• Deployment and Management of Active Directory Services (ADS)
• Group Policy Management
• Maintenance & Troubleshooting of Hardware (Printers, Scanners, CCTV Camera etc)