Vikhna Roobban

• Provided Tier-3 IT technical support
• Acted as primary point of escalation and handled escalated tickets from Tier1 and Tier2 support
• Acted as primary point of escalation for organization-wide security incidents
• Worked closely with Solution Architect in handling various complex issues until resolution is met.
• Developed powershell scripts for various administration tasks
• Performed administration of managed users and devices through Active Directory, Azure AD, Microsoft
  Intune, Exchange (Hybrid), Microsoft 365 (M365), Azure Virtual Desktop (AVD), Mimecast, Citrix, VMware, Microsoft Defender, Fortinet firewall appliances, Enterprise Antivirus (AV) management, Group policy management (GPO)

• Provided Tier-3 IT technical support
• Acted as primary point of escalation and handled escalated tickets by Tier-2 support until resolution is met.
• Performed administration in various Windows Server environments.
• Performed administration of managed users and devices through Active Directory, Azure AD, Microsoft Intune, DNS, DHCP, File Servers, Print servers, Citrix, VMware, Vcloud, Hyper-V, Exchange On-prem/Exchange Online, Microsoft 365, Fortinet firewall appliances, Cisco and HP switches, Enterprise Antivirus (AV) management.
• Administered Citrix XenApp and XenDesktop farms and Web servers. - Implemented, deployed, and supported Citrix XenDesktop and Citrix Provisioning Services.
• Performed Patch Management via Windows Server Update Services (WSUS) – configuring, approving and deploying required updates for workstations and servers.
• Configured and manage backup and recovery solutions via backup solutions like Veeam, Carbonite for Office 365, SAN/NAS storage, Datto, Redgate, Secure Vault (in-house backup solution) - Performed Group Policy (GPO) Management and Deployment.
• Performed scripting with powershell for reporting as well as troubleshooting issues.
• Performed monitoring of system alerts and resolve complex issues pertaining to system hardware and software.
• Performed proactive monitoring/maintenance tasks on all managed devices to review/analyse performance/health related concerns and carry out required actions as needed. - Major incident management
• Liaised with incident managers to assist with P1 communications to be sent out to the stakeholders - Problem management.
• Engaged with problem management team in weekly RCA meetings and assist in building RCA documents for problem tickets raised.
• Change management – Change request are raised and implemented for critical upgrade of managed devices or to resolve major issues.
• Interviewed new hire for the role of Service Desk Engineer (Level 1 and Level 2)
• Provided training for junior engineers upon onboarding as well as for new emerging technologies being supported - Knowledge base creation and training as required to team members.
• Engaged in various project works –

1) Onboarding project for new customers 2) Assisted internal IT manager to build new laptops for internal new joiners 3) Selected as Focal point / Subject Matter Expert (SME) for a major customer and was assigned as a dedicated engineer to support the customer for a period of 6 months 4) Analysed network setup of customers and built technical network diagram representing their network topology via Microsoft Visio

• Weekly engagement with stakeholders : Service Delivery Managers, Account Managers, Incident Managers, Problem Managers and internal support teams.

• Provided Tier-2 IT technical support to users via calls, remote session and update tickets in accordance to defined SLA. - Desktop support and Infrastructure support - Reimage of OS, Domain rejoin, RDS, Citrix, VPN, and Microsoft Office applications support.
• Performed vast onboarding/offboarding of users in Office 365, Active Directory and Skype for Business - Provided real-time monitoring of server cluster (server state/health/performance/response time) and perform necessary troubleshooting if abnormal conditions reported by the monitoring tools (Tools - UiM monitoring, Zerto, Infrastructure manager).
• Performed server patching - Microsoft SCCM, Labtech. - Performed monitoring of server backup - Avamar, Commvault, Veeam.
• Incident management - Liaised with incident manager to work on high priority major incidents (P1, P2 incidents)
• Send out communications/updates to stakeholders for ongoing major incidents until resolution is met.

• Provided Tier-1 technical support to customers via calls, emails, remote session and update tickets in accordance with the defined SLA.
• Provided general support for hardware, software, peripherals, network connections and Microsoft Office applications.
• Provided basic Active Directory and Office 365 administration for customers.
• Performed quality checks and analysis on tickets and suggest improvements on process and troubleshooting by creating relevant knowledge base (KB articles).
• Handled escalated calls/manager calls to assist frustrated customers (Escalation calls)
• Handle backlog tickets.
• Generated report on daily, weekly and monthly basis, varying on customer requirements.

• Provided application support for healthcare system purchased by clients (clients - doctors and nurses)
• Managed client’s database - liaise with customer to understand system requirements and perform needed changes in interface and underlying database of the healthcare system (Database maintained in SqlYog)
• Edited client’s invoice and reports in system using Rdl Designer Reporting tool with SQL commands
• Network troubleshooting – Client’s network troubleshooting via remote session
• Onsite installation/set up of software and hardware peripherals like computers, routers, switches, label printer, invoice printer, mykad reader and xray machine at client’s premise.
• Provided verbal training and demonstration on system usage to clients on-site after installation of software.

• Network Troubleshooting (Physical and Logical)
• Performed monitoring on customer nodes for network state/health
• Remotely troubleshoot customer’s network issues – via SSH/telnet into router
• Liaised with Malaysia’s largest telecommunications company, Telekom Malaysia for assistance to troubleshoot client issues onsite.