ARJUN PRAVESH HARDOWAR

Managing and monitoring non-customer facing alerting tickets and ensuring uninterrupted services for our customers.

Main Missions & Responsibilities:

• Work on non-customer facing alerting tickets, such as security alerts, server alerts, backup alerts, etc.

• Prevent interruption of service for our customers by proactively monitoring their environments.

• Ensure that our customers’ environments are continuously updated to protect against vulnerabilities.

• Continuously improve our customers’ environment by implementing new features or policies.

• Manage & monitor the Modern Workplace of our customers.

• Manage & monitor the Public Cloud of our customers.

• Timely resolution of alerting tickets

• Reduction in service interruptions

• Improved security posture for customer environments

• Successful implementation of new features and policies

• Enhanced monitoring of Modern Workplace and Public Cloud

• Managed the IT infra, M365, and user creation for AZ, AWS, and GIT Hub. Implemented ITSM baseline and provided Support to affiliates using TEMC+.
• Responsible for the IT architecture of the company.
• Maintained the organization's network infrastructure including routers, switches, firewalls, and wireless access points.
• Created user accounts in Active Directory and assigned appropriate permissions.
• Monitored system performance to ensure optimal availability of services.
• Provided technical support for users with complex IT issues.
• Implemented new technologies to improve system reliability and efficiency.
• Managed virtual machines running on the Hyper-V platform including creating snapshots for quick recovery from errors or failures.
• Conducted periodic audits of IT systems to ensure compliance with regulatory requirements.
• Configured and maintained firewalls and intrusion detection systems to protect network infrastructure.
• Documented IT procedures and system configurations, improving operational efficiency.
• Liaised with vendors to negotiate and procure IT equipment and software, ensuring cost-effectiveness.
• Assisted in budget planning for IT expenditures, optimizing resource allocation.
• Facilitated the migration of systems and data, minimizing downtime and data loss.
• Developed and enforced IT policies and procedures, aligning with industry best practices.
• Provided technical support to customers for product installation, configuration, and troubleshooting issues.
• Developed and maintained customer service processes for product support operations.
• Resolved customer inquiries promptly by providing effective solutions.
• Assisted in the development of software applications used in product support activities.
• Performed quality assurance testing of existing products and services.
• Analyzed customer feedback regarding product performance and identified areas for improvement.
• Reported system malfunctions to engineering team members to ensure prompt resolution of issues.
• Created detailed reports outlining customer service metrics such as response times, and issue resolution rates.
• Monitored incoming requests from customers via phone, email, or online chat platforms.
• Drafted documentation on technical information and production thresholds pertinent to products during initial planning phases.
• Executed functional, performance, security, and usability tests on web applications.

• Managed the IT infra, M365, and user creation for AZ, AWS, and GIT Hub. Implemented ITSM baseline and provided Support to affiliates using TEMC+.
• Oversaw procurement, daily IT operations, and departmental training to meet business needs.
• Developed long-term technology strategies, blueprints, and system architectures aligned with organizational goals.
• Led cross-functional teams to deliver complex projects on time and within budget.
• Implemented measures to protect systems performed security audits, and established robust protocols.
• Assessed new technologies for potential adoption, staying ahead of industry trends to maintain a competitive edge.
• Streamlined helpdesk operations with standardized systems, enhancing user experience and productivity across the organization.
• Facilitated communication between IT and other departments, promoting teamwork on key projects and fostering a collaborative environment.
• Championed training programs to help employees quickly adapt to new technologies, boosting overall organizational adaptability.
• Streamlined helpdesk operations with standardized systems, enhancing user experience and productivity across the organization.

• Responsible for the IT architecture of the company.
• Re-engineering of the servers in the existing IT park.
• Licensing Audit on existing virtual environment.
• Migration and conversion of old servers to new virtual servers.
• Set up new DNS in line with IBL regulations.
• Implementation of High Availability server park.
• Implementation of VMware 6.0 and ESXI.
• Setup of new TS farm with load balancing.
• Creation of a new DB server (win2k16).
• Assist in SAN implementation.
• LUN creation on SAN in main and DR site.
• Implement and configure of new backup robot.
• Setting up replication from the main to the DR site.
• Implemented ticketing system.
• Implemented SLA guidelines as per ITIL V3 2011.
• Reassessed and amended IT procedures.
• Installation and implementation of in-house developed Linux IM (spark) system for Factory communication.
• Email migration from IBM Lotus Notes to Office 365 for MS Engineering Sector.
• Set up backup to One Drive for MS Engineering.
• Set up standard folder sharing and archiving structure.
• Assisted with biometric data capture within the MS Facility sites for HR.
• Planned and assisted with DM VPN in MS Facility sites.
• Implementation of CADT server.
• Implementation of BMS server.

• Supported the Bank of Africa Group (BOA) at all levels.
• Ensuring that all hardware and software are configured and installed correctly.
• As a Linux Support Engineer, I prepared daily checklists/reports of Server Disk Space, CPU Utilization, and Memory Usage.
• Responding to trouble-tickets via Kayako and reassigning if needed.
• Also assisted with Daily, Weekly & Monthly Backup of Server and replications.
• Support was onshore and offshore.

• Responsible for the enforcement and audit of security policies and procedures that safeguard the integrity of and access to enterprise systems.
• Provide enterprise-wide account management and auditing services based on governing policies. (SAS70, PCI, SOX).
• Responsible for the access coordination process and completing access requests for employees and non-employees.
• Analyses security incidents as well as consulting with customers on security instructions.

• Diagnosis of desktop, application, networking, and infrastructure issues.
• Experience in supporting a wide and varied client base.
• Troubleshooting PCs, laptops, and mobile devices.
• Providing first and second-line support to users.
• Administering the IT department's policies and procedures.
• Installation and support of telecommunication equipment.
• Maintaining a log of all problems detected, and system backups.
• Virtualized the Exchange server and most of the users in the virtual environment (VDI).
• Trained newly recruited IT staff and documented procedures.

• Coordinated the migration of Ceridian UK payroll customers from Paypoint (third-party software) towards Ceridian Payroll Solution 1.0 (CPS1).
• Responsible for system conversion, migration, testing, and parallel runs before releasing to customers.

• Worked at Orbitz & Cheap Tickets travel agency.