Senior MSP NOC & Server Engineering Team Lead

PROFILE

Senior Server Engineer with 7+ years of experience designing, deploying, and managing enterprise server, network, and virtualization infrastructure across on-premises and cloud environments. Proven leader of NOC teams, combining hands-on technical expertise in Windows Server administration, VMware/Hyper-V virtualization, Active Directory, Azure/AWS cloud infrastructure, and Fortinet security solutions with strong leadership skills in mentoring engineers, managing vendor relationships, and driving process improvement. Skilled at providing Tier 3-level escalation support and resolving complex infrastructure issues while maintaining high client satisfaction. Experienced in EDR/MDR/ITDR/SIEM security management, backup and disaster recovery administration, and O365/cloud migrations. Committed to continuous professional development, with a track record of building reliable systems and lasting client relationships.

EDUCATION

Regional University / 2021 – 2022
Post Graduate Program in Cloud Computing

Regional University / 2014 – 2016
M.Tech | Electrical Power System

Regional University / 2009 – 2014
B.E | Electrical Engineering

Private Technical Institute / 2005 – 2008
Diploma in Engineering | Electrical Engineering

EXPERIENCE

Managed Service Provider | Senior Server Engineer (Promoted from Server Engineer, October 2024) | June 2021 – Present

Leadership & NOC Team Responsibilities:

• Lead the NOC Team in service delivery, escalations, and problem/trouble remediation, serving as primary point of leadership for daily support and implementation goals.
• Mentor and train NOC Team members (Tier 1-3), setting short- and long-term goals for certification and skill development.
• Lead and participate in internal and customer-facing project kickoff meetings, as well as post-cutover review meetings for completion and process evaluation.
• Conduct quality reviews of complex projects and Statements of Work (SOWs) prior to delivery.
• Develop, enforce, and periodically re-evaluate company policies and procedures for the NOC Team.
• Build and maintain relationships with critical vendors, business partners, and industry leaders; manage vendor escalations.
• Review and advise on client contracts and agreements; ensure operations playbooks remain current and accurate.
• Interview and evaluate candidates for NOC Team positions.
• Participate in twice-weekly leadership calls to help direct overall IT vision and strategy.

Technical & Engineering Responsibilities:

• Work with Autotask ticketing system and HaloPSA to manage and resolve customer service requests, documenting all activity (notes, time entries, instructions, memos, knowledgebase articles).
• Perform Active Directory installation and configuration, including dcpromo of newly installed Windows Servers to Domain Controllers, role/service configuration, account management, and Windows registry management.
• Install and configure Windows Server 2008-2025 using Initial Configuration Tasks and Server Manager.
• Design and deploy virtual and physical infrastructure, including VMware environments, SolarWinds N-Able RMM, and server farms for RDS services.
• Provide Tier 3-level support for escalated matters requiring advanced troubleshooting.
• Perform regular system upgrades, patches, and security audits to safeguard against vulnerabilities.
• Monitor systems for performance and availability; respond to alerts and system error messages.
• Manage, monitor, and schedule backup/data recovery jobs (Axcient x360Recover, Axcient x360Cloud, Datto, Unitrends, MAX Backup, Office 365 Backup).
• Manage virtualization environments (VMware 5.5-8.0 and Hyper-V).
• Manage EDR (SentinelOne), Huntress EDR & ITDR and SIEM (NuSIEM/NuSpire) solutions.
• Manage cloud infrastructure (Azure, AWS) and support O365 environments, including email, SharePoint, and OneDrive migrations.
• Replace/upgrade server hardware components (power supplies, motherboards, SATA drives, memory, video cards, RAID controllers/batteries, peripherals).
• Configure and maintain Fortinet products (FortiGate, FortiSwitch, FortiAnalyzer, FortiAP); pursue Fortinet and Microsoft certifications.
• Maintain in-depth knowledge of security awareness best practices and file-level security.
• Provide 24/7 on-call support on a rotating weekly basis.
• Build and maintain strong customer relationships through consistent, reliable support.

Industrial Automation Company | IT Support Engineer | Jan. 2021 – June 2021

• Deployed the new server in the company from scratch including configuration & setup of virtual machines, domain controller, DNS server, DHCP, active directory, group policy, print server and file Server.
• Responsible for migrating desktops, laptops, and network printers to a new domain.
• Created user accounts, edited user account information, reset user passwords and removed access to the network utilizing active directory.
• Handles the deployment, monitoring, maintenance, development, upgrade and support of all IT systems, including VOIP devices, workstations, operating systems, hardware, software, mobile devices, peripherals and office equipment.
• Update, maintain and conduct daily checks on Windows Server Administration 2012 R/2016/2019.
• Provided 1st, 2nd and some 3rd Line technical support to the internal employees; answering support queries via ticketing tool, phone, and email.
• Administration of Google Workspace (G Suite), Office 365, Ring Central, Bitdefender GravityZone, Atera (RMM); such as creating an account, permissions, resetting passwords, deactivate/disable user profiles and creating group accounts.
• Report any issues regarding virtualization – Hyper-V & VMware.
• Supporting all Windows 10 machines.
• Monitoring and maintaining computer systems and networks on a daily basis.

Information Technology Solutions Provider | Configuration Technician – II | Feb. 2020 – Jan. 2021

• Install, configure and upgrade operating systems and software, using standard business applications as well as proprietary software packages.
• Install, assemble and configure computers, network infrastructure components such as rack enclosures and related hardware; pull, rewire and label cables inside rack enclosures.
• Troubleshoot problems with computer systems, including hardware, software, network and peripheral equipment.
• Communicate issues concerning customer orders to the area Help Desk or Supervisor.
• Configure and test every system to ensure 100% quality.

Information Technology Services Firm | System Administrator | May. 2018 – Sep. 2019

• Perform installation, maintenance, and tuning of server operating systems management of user accounts.
• Perform a desktop administration of different operating systems computers.
• Support LAN, WAN, internet and phone connectivity in various locations.
• Manage hardware and software systems includes a router, switches, VPN, VOIP phone security systems.
• Configure hardware, peripherals, services, settings, directories, and storage, standards project/operational requirements.
• Provide end-user desktop and networking support with other technicians via phone, email in person.

Private Technical Institute | Assistant Professor | Aug. 2016 – May. 2018

• Guide, direct and mentor research scholars in their research projects.
• Work in various research projects of the department and college.
• Review, assess and evaluate the activities and progress of students.
• Grade papers and tests; prepare exercises, lessons and lab experiments for the students.
• Advise students on academic and vocational curricula and on career issues.
• Supervise students’ laboratory work.
• Involve in resolving troubleshooting computer software, hardware, networking, and web designing.

CERTIFICATIONS

• CompTIA A+ (Version 2019)
• MCSA: Windows Server 2016
• Cisco Certified Network Associate Routing And Switching (CCNA)
• Microsoft Azure Administrator
• Microsoft Certified: Azure Fundamentals
• Fortinet: NSE 1 Network Security Associate
• Fortinet: NSE 2 Network Security Associate
• Fortinet: NSE 3 Network Security Associate
• Axcient: x360Recover – Replibit Certification
• Axcient: x360Recover – Direct-to-Cloud
• MTA: Networking Fundamentals
• MTA: Database Administration Fundamentals
• MTA: Windows® Server Administration Fundamentals
• Fortinet: NSE 4 Network Security Professional

TECHNICAL SKILLS PERSONAL SKILLS

• Virtualization (VMware, Hyper-V)
• Teamwork
• Cloud Platforms (Azure, AWS)
• Leadership
• Network Configuration and Troubleshooting
• Innovation
• Backup and Disaster Recovery
• Troubleshooting
• Security and Compliance
• Creativity
• Active Directory, DNS, DHCP, Group Policy
• Motivation
• Wireless Modems/Routers/Access Points
• Independence
• Firewall and network security implementation
• Quickly Learn New Technologies
• MS Office Suite (Office 365)
• Email Migration, SharePoint & OneDrive Migration
• Computer/Server Hardware