Jinu Roy

• Manage and maintain Microsoft Azure environments, including VM provisioning, identity management, and cost optimization.
• Administer and support Google Workspace (GSuite) for Workplace, ensuring seamless integration with enterprise IT services.
• Maintain Active Directory (AD), including user/group policies, access management, and authentication services.
• Utilize Nagios and PagerDuty for system monitoring, performance tuning, and alert management to proactively resolve infrastructure issues.
• Configure and maintain NetApp storage systems, ensuring high performance and reliability.
• Provide Tier 2/Tier 3 support for infrastructure-related incidents and service requests.
• Implement and manage Single Sign-On (SSO) solutions to enhance security and user access management across enterprise applications.
• Manage and automate OS and application patching across Windows and Linux environments using SCCM & Ansible.
• Ensure compliance with security policies and best practices related to system updates and vulnerability management.
• Create and maintain detailed technical documentation, deployment guides, and architecture diagrams.
• Manage vendors, technology evaluations, business cases, scoping, and sizing.

-Work collaboratively with various IT team members and business stakeholders to define business requirements and systems goals and to identify and resolve business systems issues.
-Perform real time monitoring of IT Infrastructure to ensure services are available by taking proactive actions.
-Design and perform server and security audits, system backup procedures and other recovery processes in accordance with the university’s disaster recovery and business continuity strategies.
-Conduct research on software and systems products to justify recommendations and to support purchasing efforts.
-Create and maintain documentation related to system configuration, mapping, processes and service records.
-Collaborate with cross-functional teams to plan and execute technology projects, including system upgrades, migrations, and integrations.
-Manage the infrastructure environment of all types, including Storage (NetApp), Servers (Physical and Virtual), Virtual Infrastructure (VMware), Backup (Veeam, Cohesity), Cloud Services (Azure, AWS). This includes day-to-day operations, as well as regular patches and maintenance.
-Manage Microsoft technologies: Active Directory, SCCM, Azure Entra ID, Intune.
-Manage VMware vSphere infrastructure, including ESXi hosts, vCenter Server, and associated components.
-Configure and optimize virtual machine (VM) performance, resource allocation, and storage provisioning according to best practices and business requirements.
-Configure and deploy Google Workspace services, including Gmail, Google Drive, Google Calendar, Google Meet, and Google Chat, to meet business requirements and enhance productivity.
- Implement Google Workspace security features, including identity and access management, data loss prevention (DLP), and mobile device management (MDM).
-Assist in deploying, configuring, and maintaining Infoblox appliances, including Grid Manager, DNS, DHCP, and IPAM (DDI) components.

• Manage the daily operations of the IT Support Specialist team by managing and scheduling resources, and providing training and mentoring to the team.
• Ensure that all IT Support services are defined, agreed and delivered (including VIP support) and address escalations when they occur.
• Supports the Director of IT to set clear standards, plans, and targets for direct reports and monitor their performance through regular supervision, identifying training needs where appropriate.
• Lead a team responsible for researching and resolving technical problems, responding to requests for technical support, documenting, and tracking.
• Establish metrics for reporting and analysis for continuous improvement of IT Service levels that are aligned with business priorities.
• Provide guidance to Project Managers/technology managers for solution definition, technical design, and development of in-house developed solutions.

• Understand client requirements & discussing them with all the stakeholders and in adherence to procedures, ensuring ontime delivery of projects.
• Build, deploy, and maintain standard Windows updates and application installation packages using SCCM.
• Monitor and maintain the performance of the desktop environment to ensure optimal operations.
• Conduct hardware and software audits to ensure compliance with licensing agreements.

• Manage a team of 16 Service Desk Analysts distributed in 3 different shifts, running a 24x7 operation and ensuring proper allocation of resources to fulfill process requirements.
• Drives a high touch of service across all service delivery channels (Phone, chat, email, web, and so on).
• Engage with the business to develop a customized learning strategy for new hires and refresher training and support tenured team members in their development journey.
• Oversee the daily operations of the Global IT Service Desk, ensuring adherence to SLAs and KPIs.
• Identify opportunities to enhance processes, workflows, and service delivery.
• Generate and analyze reports on service desk performance, identifying trends and areas for improvement.

• Creating IT tickets via ticket-tracking software and monitoring the progress of individual task pathways.
• Install, upgrade, support, and troubleshoot Windows 7 and Microsoft Office 2007, 2010, and any other authorized desktop applications.
• Provide timely and effective technical support to clients via phone, email, and chat.
• Assist in troubleshooting business applications, including relevant applications.
• Monitor systems and networks to identify and resolve basic issues.
• Provide updates and status reports to senior team members on the resolution of requests and incidents.