Reshma Patil
Dubai
Overview
12
12
years of professional experience
1
1
Certification
Skills
- IT Project Support & Coordination
Project Planning, Tracking & Execution
UNIX/Linux & Windows Server OS Patching
Infrastructure Maintenance & Upgrades
Server Migration & Technology Refresh
Patch & Maintenance Window Management
Change & Implementation Management
Stakeholder & Vendor Management
Incident, SLA & Escalation Management
Risk & Issue Management
Security Hardening & Compliance
Testing, Documentation & BAU Handover - Operating system support
- Remote support
- Data backup and recovery
- Automation scripting
Summary
Experienced IT Support Engineer and IT Coordinator with over 12 years in end-user support and IT infrastructure management. Expertise includes system maintenance, patch management, L1/L2 support, Active Directory, and Windows environments. Strong skills in network troubleshooting, SLA tracking, and vendor coordination to ensure efficient technology rollouts and operational performance.
Work History
Senior IT Coordinator
Transmig India Pvt. Ltd
01.2024 - 08.2026
- Coordinated IT maintenance, Unix (Linux/AIX) OS patch management, infrastructure firmware upgrades, and system rollout activities, ensuring seamless execution from planning to completion.
- Acted as central coordination point among IT support teams, vendors, business stakeholders, and management to facilitate maintenance windows, upgrades, and issue resolution.
- Managed service requests, incidents, and change activities through service portals, ensuring timely updates, escalation, and SLA adherence.
- Developed maintenance schedules, project trackers, status reports, and follow-up documentation to provide clear visibility on progress, risks, dependencies, and pending actions.
- Coordinated OS patching and antivirus upgrades across multiple locations while supporting service continuity and minimizing operational disruption.
- Escalated critical issues and delivery risks to management with clear status, impact, and required actions.
- Key Achievements:
- Improved project tracking and follow-up practices, contributing to a 40% reduction in open ticket aging.
- Coordinated a company-wide OS patch and antivirus upgrade across multiple locations with zero reported service interruption.
- Recognized for effective stakeholder coordination and consistent delivery within agreed timelines.
- Supported infrastructure upgrades and system rollouts from planning, coordination, testing, and implementation through completion.
System Support Engineer
Sunrise Industries
01.2015 - 12.2023
- Provided 1/2 technical support for system, software, hardware, printer, connectivity, and network-related issues.
- Supported 200+ users by resolving incidents, prioritizing business-impacting issues, and escalating complex cases to senior teams.
- Installed, configured, updated, and tested software, operating systems, and system tools in accordance with IT procedures.
- Administered user accounts, access permissions, and password resets using Active Directory and related systems.
- Monitored system performance, backups, and alerts; performed initial troubleshooting and escalated issues to ensure timely resolution.
- Supported basic LAN/WAN troubleshooting including TCP/IP connectivity, DNS, DHCP, printers, and endpoint connectivity.
- Collaborated with infrastructure, networking, and business teams to resolve issues and coordinate support activities.
- Provided technical and operational support for IT infrastructure projects, ensuring successful implementation and delivery within agreed timelines.
- Supported server build, migration, upgrade, decommissioning and infrastructure transformation projects across enterprise environments.
- Coordinated with project managers, application teams, and infrastructure teams to execute project activities and ensure alignment with project goals.
- Participated in data center migration, technology refresh, hardware upgrade and operating system upgrade activities.
- Assisted with preparation and execution of implementation plans, change requests, rollback plans, validation procedures and post-implementation checks.
- Coordinated and executed production changes and planned maintenance activities, including after-hours and weekend implementations when required.
- Performed pre-implementation and post-implementation validation to ensure infrastructure was configured according to project requirements.
- Troubleshot technical issues encountered during project implementation and worked with relevant technical teams for timely resolution.
- Supported incident, problem, and change management processes to facilitate infrastructure project success and minimize service disruption.
- Developed Shell/KSH automation scripts to reduce manual effort and improve the accuracy and efficiency of repetitive implementation activities.
- Maintained project documentation, build records, implementation procedures, configuration details and technical handover documents.
- Supported the transition of newly implemented infrastructure into BAU/production support teams, including knowledge transfer and documentation.
- Ensured project activities followed organizational security, compliance, change management and operational standards.
- Key Responsibilities.
Certification
CompTIA Network+, Microsoft Certified: Modern Desktop Administrator Associate, Windows Server Administrator, ITIL v4 Foundation Training
Section name
Classification: Public
Personal Information
Title: Senior IT Support Engineer | Project Coordinator
Timeline
Senior IT Coordinator
Transmig India Pvt. Ltd
01.2024 - 08.2026
System Support Engineer
Sunrise Industries
01.2015 - 12.2023