Adil Sultan

• Executed thorough troubleshooting on networks and systems.  Delivered both remote and onsite IT assistance.  Managed reported customer problems from start to finish.  Identified effective solutions by researching, diagnosing, and resolving customer problems.  Escalated unresolved issues to internal teams by following standard procedures.  Proficient in managing IT service desk and NOC functions.  Resolved issues for end users via email and remote sessions by troubleshooting effectively.  Enhanced client satisfaction through timely issue resolution within SLA.  Facilitated systems administration through off-site support.  Identified necessary steps for restoring services through incident analysis.  Monitored progress of assigned incidents to ensure timely resolution.  Utilized BMC Remedy tool for ticket creation, escalation tagging, and resolution.  Managed various requests and uploaded documents through Quality Management Tools.  Managed directory operations including domain configuration, profile updates, and folder deletion.  Followed established escalation policies to escalate the process as necessary.  Delivered comprehensive support for hardware and software on both PCs and mobile devices.  Dispatched notifications and coordinated follow-ups for RCA.  Managed administration of monitoring tools including HP Tools: SiteScope, NNMi, OMI.  Collaborated with colleagues and IT teams to escalate and resolve challenging issues.  Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.  Replied to customer queries via email, messaging systems and support ticket platforms.  Managed ticketing system to track, prioritize, and resolve customer support requests.  Maintained positive working relationship with fellow staff and management.

• Take ownership of customer issues reported and see problems through to resolution • Research, diagnose, troubleshoot and identify solutions to resolve customer issues • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams • Provide prompt and accurate feedback to customers • Ensure proper recording and closure of all issues • Prepare accurate and timely reports • Document knowledge in the form of knowledge base tech notes and articles • Follow the SLA for issues with respect to the severity.

• Keep station On-air 100%. • Providing tech support for smooth operations of servers and switches. • Resolve if any abnormal or error some problem/issue occurs. • Taking care of remote users and upgrading / installing tweaking their machines for optimum performance. • Check transmitter on full power after every 15 days. • Check 1 kw transmitter every weekend, • Check Axia Analog, Digital and Router selector nodes. • Keep OnAir and Backup studios up every time. • Ensure service to be done on scheduled time for UPS, AC DG set etc. • Support to all RJs and Sales staff for any IT /Tech related issues. • Supporting and streamlining CTI and the technicians at the site. • Providing support to north locations whenever required. • Maintaining NexGen and resolving issues with it. • Looking after firewall and VPN services. • Regular backup of data both on different media and cloud storage. • Analyzing logs and resolving issues on that basis.

Taking care and maintenance of equipment in addition re-configuring routers between sites, IP Sec LAN-to-LAN VPN tunnels. Managing Active Directory, MS Exchange,Firewall filter and Spam filter. Implemented and administered Cisco Call Manager and Cisco Unified Voice Mail Server. Improved network security by upgrading the system, applying patches and vigilant monitoring Analyzed complex network telecommunications issues or problems, evaluated alternative solutions and made sound recommendations. Analyzed and defined user problems and/or requirements and developed efficient, cost-effective network systems solutions, while communicating options and ramifications to stakeholders. Planned, designed, installed, troubleshot, and repaired LAN, WAN, and telecommunication hardware and software, and fiber and copper media.

• Create and execute project work plans and revise as appropriate to meet changing needs and requirements. • Ensure project documents are complete, current, and stored appropriately as per the procedures. • Assure project contractual documents are completed and in full control • Effectively communicate relevant project information to superiors. • Installation of operating systems on ATM machines like Windows/OS2 based TCS. • Configuring various protocols like TCP/IP, IQESD etc. • Configuring ports for thermal printer, Receipt printer, card reader etc. • Securing the Network elements with proper privileges and policies. • Configuring Seagate security systems. Troubleshooting of hardware (Dispenser, J.P, R.P, G5,G4, Presenter, • Card reader) as well as software. • Keeping ATM machines (1062/1064 IX and D450 phase II) in working condition for 24x7 hours.. • Survey for new locations and provide reports for Installation of ATMs. • Liaising with site owners in terms of ATM space for new contracts or renewals • Keep track of ATM performance on a monthly basis and provide recommendations. • Conducting User Acceptance Test for every new services or functions before its official release • Generate reports for Management for each ATM on a daily, weekly, monthly basis. • Possess general understanding of system design, integration, installation, Factory and Site Test, Commissioning and Handover • Comply with and helps to enforce standard policies and procedures.

• Maintenance and administration of Local & Wide area networks (LAN / WAN). • Installation, maintenance and administration of computer equipments. • Maintenance of desktop PCs & Laptops. • 2600 Series Router administration and troubleshooting. • 1900, 2900 Catalyst Switch administration and troubleshooting. • Installation & configuration of Network Equipment i.e. Switches / Routers / Firewall etc. • Manage System maintenance, IT practices, security, Anti-virus, software up gradation • IBM Infinity Series Servers 225, 325, 335. • Configuration and Administration of MS Exchange Server 2000/2003. • Cisco PIX Firewall Configuration and Troubleshooting.