SUMMARY:

• Over 8 years of experience in IT and working as Data Center Operations Engineer.
• Working as Data Center Operations Engineer for Confidential .
• Perform day to day data center activities like Racking, stacking, cabling, labeling, inventory and asset management, OS Provisioning, iLO and iDrac configuration.
• Configuring VC Flex, enclosures and monitoring the enclosure for issues with blades.
• Hardware troubleshooting on multiple server models of HP and Confidential .
• Evaluated and scheduled Requests for Change; managed risk factors impacting the hardware, software, network and environments of complex systems;
• Facilitated Change Advisory Board meetings and created and maintained metrics and process documentation; Content editor & Co - manager of the Change Management web site.
• Represent the team and the organization while leading Severity Major Incident and Planned Complex Changes
• Coordinating the weekly Change Control Call and change control process
• Provide appropriate inputs to the Problem Management process Confidential preparation and remediation
• Drive group chats and bridge calls effectively to resolve incidents and complex change requests
• Hands on experience in using Service Now and Remedy
• Host the Change Advisory Board CAB and Emergency Change Advisory Board ECAB meetings

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

Data Center Operations Engineer

Responsibilities:

• Responsible to rack mount and setup physical connectivity on switches, Servers and enclosures in Data Center.
• Initial setup of the servers and OS installation, Hardware troubleshooting and
• Cabling, labelling and inventory and asset management of the Data center.
• Hands on experience to configure iLO and iDRAC for high end servers.
• Hardware troubleshoot experience on HP and Confidential enclosures and blades like HP C7000, Confidential
• M915, 815, 515 servers and Chassis
• Responsible to deploy OS using pxekick utility via network boot.
• Configured different HDD RAID on System for better performance.
• Knowledge on reset iLO/iDrac password for Enclosure and Server.
• Monitor Integrated Management Logs on systems to verify system health and hardware issue.
• Hands on experience on Linux flavors to troubleshoot, configured NIC IP address and bash scripting.
• Managed IPs, subnet and gateway using QIP.

Confidential

Incident Manager, Problem Manager and Change Coordinator

Responsibilities:

• Represent the team and the organization while leading Severity Major Incident and Planned Complex Changes
• Provide technical direction and coordination to the resolver groups involved
• Provide support and participate in the Change Control Board and change control process
• Provide appropriate inputs to the Problem Management process Confidential preparation and remediation
• Drive group chats and bridge calls effectively to resolve incidents and complex change requests
• Ensure communications and notifications are sent to appropriate audiences
• Handle conflict situations and make quick decision while driving incidents and complex changes
• Manage and drive third parties to quick resolution of incidents and complex changes
• Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management
• Hands on experience in using Service Now and Remedy
• Host the Change Advisory Board CAB and Emergency Change Advisory Board ECAB meetings Facilitate change approvals as per the change process
• Ensure that all preparations have been made for CAB meeting including creation of agenda circulation of change requests to be considered and invitation to participants
• Negotiate with client representatives such as Delivery Product Executives Account and Project Managers for additional down time and extensions for successful change completion
• Carry out the Change Process coordinator responsibilities to manage change requests in different status as such in On Hold and Open status
• Review failed changes and notify all the stakeholders and management
• Prepare various reports on daily weekly and monthly basis and communicate to the management
• Prepare and host weekly and monthly Change Review meetings
• Prepare and host training sessions for new hires and also conduct refresher training sessions
• Identify and close Process Gaps with the tech teams and management
• Running statistical reports and monitoring the quality of the work from the Global Service Desk constantly reviewing Service improvements.

Confidential

Software Test Engineer

Responsibilities:

• Functional Verification, Writing Test Cases for:
• Finding mismatch between design and code
• Checking Boundary Conditions coverage.
• Checking Equations involving resolution changes
• Checking Dead codes
• Checking Calibration Value exceeding.
• Data Type Min/Max checking.
• Peer review and Capturing review defects.
• Performing UI and functional test in different environment like IOS and Android.
• Have involved in preparation of test plan and providing test estimations.
• Performing performance test during Market hours and non - market hours.
• Bug Reporting and tracking of its closure.

Confidential

Process Developer

Responsibilities:

• Receive and resolve customer’s tech related issues in a fast paced call and web based operations center.
• Identify and troubleshoot incidents, then document and retrieve pertinent information for logging, tracking and further escalation.
• Complete detailed summary forms of issues being escalated to other levels of support (if required).
• Meet assigned productivity goals such as number of contacts per hour and first call resolution of incidents, CSAT, Sales revenue & conversion etc.
• Various other duties as assigned by Technical Support Manager and Associate Director of Support Operations.

Confidential

Technical Support Executive

Responsibilities:

• Collect virus samples and send to Virus lab for further processing.
• Manually clear any new virus and collect the sample file.
• Check on the status of virus samples send for processing and coordinated with the release team on details of updates.
• Creating incidents for new issues and sending it to the concerned dept. Following existing incidents towards resolution
• Manually clear Adware’s, Malware, virus and spywares.

Confidential

Customer Service Professional

Responsibilities:

• Troubleshooting of Confidential laptops.
• Responsible for providing telephone/email/chat and remote diagnostic technical support related to installation, operation, configuration, customization, performance, and usage of assigned products
• Solve Customer Issues on any product- mostly in warranty XPS Systems
• Route customers when appropriate to proper support queues
• Partner with Technical Support Specialists to improve customer experience elements (e.g. correct solutions, consistent procedural adherence, relating skills)
• Responsible for regular adjustments that contribute business metric goals
• Solve problems for customers with challenging expectations (often escalated or irate)
• Finding opportunity to sell various products available in the Confidential Store.
• Meeting the monthly metrics like SLA, FCR.