Service Desk ManagerÂ TOOL Administrator. Resume

SUMMARY:

To be a part of the Information & Technology Industry that provides me a platform to enrich my technical skills and opportunity to explore my caliber.
Good Knowledge of Nimsoft Architecture and different ports used by it for communication.(Ports used by Controller, Spooler, HDB, first probe port etc)
Adding new servers in the Statoil environment to Nimsoft Monitoring.
Remotely Deploying probes through Infrastructure manager to newly added servers.
Configuring Cdm, Ntevl, NT - service probe, logmon probe, net connect probe generating Performance Reports through UMP.
Configuring the look of UMP as per required by different teams and adding their team members to access the Nimsoft UMP console.
Hands on experience on installation, configuration, troubleshooting, support of HUB, Agents & Probes etc.
Raising Changes and doing root cause analysis on the issue related to Nimsoft.
Work on Incidents, Sound knowledge of Incident, Problem and Change management.
Meet SLA for your team as defined in the SLA metrics and MSA for Statoil ASA
Innovation: Identify and work on Service Improvement for work Operations Example: Creating /Updating Run books, Work Instructions
Process compliance within the team and give regular feedback to other members of team on process improvements
Ensure that Run Book and other instructions are followed strictly.
Monitor the HP Service Centre queue regularly; make sure not to let any ticket unattended or in assigned state.
Quality work; detailed information in ticket work log. Comprehensive solution should be given for any ticket; update work log properly.
Technical assistance to other team members, if required.
Sending backup failure reports to Backup DA after extracting them from DPA.

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Manager TOOL Administrator.

Responsibilities:

Implementation of Nimsoft Monitoring servers.
Troubleshooting and implementation of Nimsoft on Windows and Unix platform.
Configuring alerts parameters for CPU, Disk, Memory, Availability, Services and Processes and Event Logs.
Streamlining Alerts and Queues for QoS data.
Configuring Application under monitoring through probes like - SQL, Oracle, Cluster, IIS, NT-Services, Ntevl, Net-connect, Cisco-Monitor, Interface traffic, Processes, Exchange Monitor Probes etc.
Configuring Failover through HA Probe.
Creating and deploying super packages.
Aware of the Probe utilities.
Maintaining queues and pre-processing rules through NAS Probe.
Hands on Experience on Nimsoft Dashboard Designing (UMP- Unified Management Portal) for fetching reports in PDF format.
Administrating Web Client tool for Report generation.
Basic knowledge of EMC Storage and Windows OS.
Managing Client query, if they have any issue related to any server
Managing Users and rights in CASDM(CA service Desk manager).
Good Knowledge of CASDM architecture.
Creating users, groups, Organizations and different Domain in CASDM and managing them.
Solving Issues related to Creating and modification Incident\Problem\Change Areas.
Adding categories to Change Orders.
Project within HCL
Sensata ( )
Configuration, Implementation and troubleshooting of Nimsoft on Windows platform.
Specification and implementation of Real time dashboards as per client requirement.
Knowledge of customizing dashboard views according to team requirements.
Working on Alert reduction after analyzing trends and occurrence of alerts from certain parameters.
Willing to learn and manage more CA tools.
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Secured 78% marks in ITIL V3 Foundation.
Distinction in National Science Olympiad
Merit in essay writing competition organized by career launcher.
ed with the Silver Club Jewel for the performance twice by HCL.
Got highly satisfied feedback from the customer.
Received joint appreciations for the SOPs created.
rmation

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