SUMMARY

• Currently working in Confidential Ltd. Managing a team of business critical Operations and Enterprise IT Service Desk. It includes Incident Management, Outage Management, Change Management, Vendor Management and Problem Management.
• Knowledge of Active Directory Service, DHCP, DNS, VPN & Network operations.
• Good technical writing skill. (Manuals, Procedures etc.)
• Managing Asset (Asset management, Vendor Management, Procurement Process, Incident Management)
• Managing Vendor Engineers & Coordinators for Maintaining SLA & Solving the Hardware & Network Related Issues.
• Exemplary skills in communications presentations with demonstrated abilities in mentoring.
• Motivated terms towards achieving organizational goals.
• Good Analytical, logical and mathematical skill Plan and implement IT Strategies.
• Understanding, Maintaining the Maximum Uptime to meet SLA.
• Excellent analytical organizational and planning skills with demonstrated ability in leading motivated teams towards achieving organizational Goals.
• Apply all security patches as needed to maintain a secure environment.
• Troubleshooting the system & network problems (Hardware/&Software). Managing system security.
• Install Configure and Maintain. Citrix & Resolving the problem On Site/ Off Site related to Hardware/Software/Network.

PROFESSIONAL EXPERIENCE

Confidential

Responsibilities:

• Troubleshoot and resolve the alarms/alerts as per defined procedure and escalate unresolved alarms to tier2 or tier3 groups for further investigation and troubleshooting.
• Co - ordination with onsite engineers and other peer groups via voice calls or E-mail to get chronic or long pending issues resolved.
• Raise severity of alarms as per defined guide lines or its overall impact on business. Handle Conference Bridge as a facilitator to get outage of high severity resolved and having ownership of the issue till the time is it is resolved.
• Making reports of all the issues handled during the entire shift and prepare shift hand over document for upcoming shits.
• Manage a shift with 10 NOC engineers and taking care of proper resolution/escalation, Confidential and important communication to various levels of operations.

Confidential

Team Lead - Infrastructure

Responsibilities:

• Helpdesk system- house deployed (Call monitoring system) Helpdesk system with Service desk, based on the Confidential of IT Asset.).
• Experience in Incident and Problem Management .Incident Coordinator: Coordinating with internal support teams to discuss ping pong/ escalation cases and drive them to closure. Major Incident Owner: Owner and Coordinator for all Major Incidents.
• Preparing weekly health report of all Critical equipment. Conducting new technology awareness program for the users. Providing quality and cost TEMPeffective solutions to organizations and coordinating with service providers for TEMPeffective, uninterrupted service.
• Maintaining hardware asset inventory database as per the organization requirement like configuration details, serial number, asset code & Quarterly physical verification of asset inventory.
• Closing support calls (not able to close by field-engineers) by personally visiting the office minimize escalation and effect to business.
• IT facilities management and support. Client levels. Up gradation and optimization of servers Support and management of the network consisting of Servers on Windows 2003 AD. Troubleshoot and upgrade existing operational environment consisting of Windows Servers 2003/2008 and workstations running Windows XP, and, windows 7.
• Real Time & continuous follow-up with global support teams for Critical incident resolution.
• Manage and coordinate activities during overall ticket life cycle.
• Ensure dat the Incident record is fully updated prior to Problem Management handover.
• Responsible for sending all Incident notifications and Escalations as per agreed process.
• Conference Bridge calls for TEMPeffective coordination, incident resolution, service restoration.
• Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution.
• Follow the global Service Restoration Management Process for Major Incidents (outages).
• Ensure Incident Time line Report is created immediately after resolution.
• Contribution to ongoing process & operational improvements.
• Uses professional expertise to integrate work and make operating decisions on escalated issues accountable for objectives where goals and operational processes are defined.
• Interacts daily with subordinates and peer groups on Daily Ops calls.
• Provide input and coordinate the development of the Network Incident Report (NIR) and the Root Cause Analysis (RCA), including initial recommendations to prevent the re-occurrence of a similar incident.
• Work with the support team to determine Root causes of reoccurring incidents.
• Lead and establish CAB-meetings (Change Advisory Board) when necessary to get approval of the request for change.
• Ensure changes to production have been tested, documented, communicated, approved, and successfully implemented
• Maintain the change management calendar
• Analyze and communicate the impact from changes to the business and technology management.
• Schedule changes and resolve conflicting change requests where the conflict results from date and time overlap, elevated risks to the production environment, priorities, etc.
• Managing 24*7 Service Desk as a part of Service Desk Management
• Ensuring dat service delivery takes place based on the Service level agreements.
• Conduct weekly review meeting with Vendor on Breakdown Calls, ensuring prompt closure of pending issues at sites.
• Conduct weekly review and Knowledge Base meeting with team and identify gaps to take corrective action.