Assistant IT Manager

GoodEarth Design Studio Pvt Ltd | Feb 2023 - Present

Key Responsibilities:

• Manage and maintain complete IT infrastructure, including routers, Layer 2/Layer 3 switches, wireless access points, servers, storage systems, and Fortinet firewall environments across multiple locations.
• Administer and troubleshoot enterprise network architecture, including LAN, WAN, VLANs, VPN tunnels, SD-WAN, DHCP, DNS, NAT, routing protocols, and internet connectivity to ensure uninterrupted business operations.
• Monitor network performance, bandwidth utilization, latency, packet loss, and uptime using monitoring tools to ensure optimal network availability and proactive issue resolution.
• Configure, deploy, and maintain Fortinet firewall security policies, IPS, web filtering, application control, antivirus, SSL VPN, IPsec VPN, and user authentication integrations.
• Implement and manage network security controls, including firewall hardening, access control policies, endpoint protection, MFA, antivirus, patch management, and vulnerability remediation.
• Oversee daily IT operations for Windows and macOS environments, ensuring system stability, user productivity, software availability, and operational continuity.
• Provide advanced support for Apple ecosystem devices, including macOS, iOS, iPadOS, device enrollment, configuration, OS troubleshooting, and hardware diagnostics.
• Conduct proactive monitoring of network devices, servers, and critical IT infrastructure to maintain SLA compliance, capacity planning, and performance optimization.
• Configure and deploy enterprise-grade network infrastructure, including routers, managed switches, firewalls, VPN concentrators, wireless controllers, and structured network segmentation.
• Coordinate with ISPs and telecom providers for leased line, MPLS, broadband, static IP, and internet redundancy management.
• Apply regular OS patches, firmware upgrades, security updates, and vulnerability remediation across Windows, macOS, network devices, and security appliances.
• Perform incident response and root cause analysis for network outages, cybersecurity alerts, connectivity disruptions, and system performance degradation.
• Manage endpoint security and compliance by implementing antivirus, EDR solutions, device encryption, DLP policies, and secure remote access practices.
• Maintain accurate IT asset inventory, license tracking, warranty records, and technical documentation for hardware, software, network topology, and SOPs.
• Optimize organization-wide hardware and software performance through system tuning, resource utilization analysis, and lifecycle management.
• Supervise Commvault backup solutions, ensuring successful backup schedules, recovery testing, disaster recovery planning, and business continuity readiness.
• Support cloud-integrated environments, including Microsoft 365, OneDrive, Teams, SharePoint, and hybrid identity synchronization.
• Implement IT operational best practices for change management, access control, preventive maintenance, documentation, and compliance standards.
• Ensure network and infrastructure security through log monitoring, SIEM integration, security auditing, policy reviews, and threat mitigation strategies.

Assistant IT Manager

Affy Parenterals (A Unit of Affy Group of Companies) | Aug. 2018 - Feb. 2023

• Monitored and maintained the organization's network infrastructure, CCTV systems, SAP servers, and HRMS platforms to ensure secure and stable operations.
• Managed QNAP NAS storage, including regular backups of SAP servers and end-user systems for data integrity and disaster recovery readiness.
• Established and maintained secure VPN connectivity between the Head Office and manufacturing plant using firewall-based tunneling.
• Oversaw IT asset management, including procurement planning, equipment tracking, and warranty recovery coordination with vendors.
• Led the installation and configuration of user-specific applications (SAP, MARK, VPN) and ensured system compatibility within the network.
• Executed a full-scale setup of a new IT infrastructure in Dec 2019, including network wiring, EPBX systems, printers, and SAP/HRMS server room configuration.
• Ensured seamless system connectivity across departments, enhancing overall operational efficiency and system uptime.

Sr. Service Engineer

Zenica Life Style Pvt Ltd. (Apple Authorized Service Provider) | April 2018 - July 2018

• Provided comprehensive software and hardware support for all Apple products, including macOS and iOS devices, ensuring high levels of customer satisfaction and device uptime.
• Diagnosed issues with iOS devices and coordinated directly with Apple systems to place repair orders and manage service workflows.
• Conducted technical training sessions for customer service teams to improve their ability to identify and resolve client issues effectively and efficiently.
• Trained field engineers on best practices for Apple device repair and service excellence, ensuring strict adherence to Apple’s technical and quality standards.
• Handled escalations through Apple’s ACS chat system, ensuring timely issue resolution while maintaining exceptional CSAT and service quality metrics, including RepTAT, NTF, SUR, and CCLR.

Service Engineer

Future World Retail India Pvt Ltd. (Apple Authorized Service Provider) | April 2014 - Jan 2015

• Provided comprehensive software and hardware support for all Apple products, including macOS and iOS devices, ensuring high levels of customer satisfaction and device uptime.
• Diagnosed issues with iOS devices and coordinated directly with Apple systems to place repair orders and manage service workflows.
• Conducted technical training sessions for customer service teams to improve their ability to identify and resolve client issues effectively and efficiently.
• Trained field engineers on best practices for Apple device repair and service excellence, ensuring strict adherence to Apple’s technical and quality standards.
• Handled escalations through Apple’s ACS chat system, ensuring timely issue resolution while maintaining exceptional CSAT and service quality metrics, including RepTAT, NTF, SUR, and CCLR.

Mac Support Engineer

eTechies.in (Lemon Learn eService’s Pvt Ltd) | July 2012 - Jan 2014

• Delivered end-to-end software and hardware support for all Apple products, ensuring efficient diagnosis and resolution of client issues.
• Performed advanced troubleshooting on both iOS and macOS devices, including system diagnostics, software repair, and hardware replacements.
• Provided hands-on technical training to engineers on Apple-certified diagnostic tools and repair procedures to ensure compliance with Apple service standards.

Sr. Assembling Engineer

Computer Junction Pvt. Ltd. | July 2007 - July 2012

• Resolved a wide range of hardware, networking, and operating system-related issues to ensure smooth functioning of desktops, laptops, and workstations.
• Managed system connectivity to networks and handled the installation of user-specific software applications based on business needs.
• Maintained inventory of IT equipment, coordinated with vendors for hardware procurement, and recovered warranties from manufacturers for faulty components.
• Provided remote and telephonic technical support to field engineers, assisting with troubleshooting and issue resolution in real-time.