SUMMARY

• 12+ Years of experience in Infrastructure Operations, Monitoring Infrastructure and Testing Infrastructure, Application & Release Management, Incident management.
• Domain Experience: Pharma, Banking, Finance, Insurance, Cards - Retail and Payments. (Managing Datacenters and enterprise Applications)

TECHNICAL SKILLS

• Azure Certified
• CCNA
• IBM Testified Egg
• ITIL
• MCSA, MCP
• MCSE
• Prince2 certified

PROFESSIONAL EXPERIENCE

Project Lead

Confidential

Responsibilities:

• More than 35 Note of Appreciations from Business Clients in just Last Quarter.
• Implemented Cross training between Offshore and On-shore teams as part of Knowledge Transition Process.
• Monitoring the IT Infrastructure Vmware and Physical servers / Networks / by Solarwinds and Dynatrace and OP5.
• Installation/ Break and Fix of Application and Infrastructure.
• Fixing all kinds of error reported by Monitoring Tool.
• Taking care of daily Incidents/Service requests regarding IT Infrastrutcure.
• Resolving Performance issues and DB Issues reported my monitoring Tool.
• Executed Palnning, Scoping and Migrations for Classic and Nexgen Applications Project and monitoring them using WhatsUPGold Tool .
• Creating SOP for Troubleshooting and Process regading the Application and Infrastructure.
• Creating SSL Certificates and Installing Them.
• Daily Application and Infrastructure verification tasks and Making sure Application is available 24/7.
• Initialization/R&D, Planning and drafting Process for Classic Servers/Application Decommission and Upgrade.
• OP5 Tool for monitoring all VMs and Hosts.
• Explored working with different teams the areas where we can Implement DEVOPS at Application and Infrastructure Level.
• Testing various Infrastructure and Applications Issues and raising a Jira ticket for the same.
• Getting various reports Using Monitoring Tool for Performce Checks.
• Newly organized Weekly Report and monthly Performance Matrices.
• Focus of Documentation ( SOP, RCA and Steps to Improve Service Request Process)

Environment: Tools and Software Used: Vmware, Physical MSP, Microsoft Excell, Powerpoint, PVCS, CITRIX VDI, ORACLE DB, VMWARE, WEBLOGIC, WINDOWS SERVER 2003,2008 2012, FTP,Dynatrace, Solarwinds, RVTools, OP5, WhatsUPGold, Wireshark, Fiddler, XenApp and Xen Desktop,Azure,Cloud,ECLIPSE,Dynatrace, PERFMON,NETMON, POWERSHELL, SCRIPTING,M-REMOTE, Oracle 10g, 11g, VPN,FILECOMPARE, NOTEPAD++,DEV STUDIO

IT Infrastructure Lead

• Responsibilities:
• • Managing the Monitoring/Infrastrutcure support (Radia /SCCM) /Infrastructure Team (Network/ DBA/ Server/ Cloud/ DevOps/patching) size 60.
  • Installation and setup of exchange 2013 for internal users.
  • Suppporting Radia Java based ATM Application.
  • Identify infrastructure goals and project delivery clearly.
  • Automating of Daily Operations as part of DEVOPS (Servers C drive auto-cleaning process, Service Now auto tickets creation & assignment on alerts generation).
  • Identified, Initiated, Planned and tracked the Automation of Mundane tasks in Infra/Applications and made sure they were Implemented on time to save Cost.
  • Overlooked and Suggested right software tools to manage the infrastructure for Monitoring and patching (Solar winds & Shavlik)
  • (DEVOPS)Working with development Teams to find new areas for Automating Daily manual Tasks like ATM transaction Reports, Storage reports, Back up reports.
  • Exchange 2010 to office 365 Implementation.
  • Managing Datacenter Hosted on cloud and daily Operations.
  • Define all activities necessary to acquire project goals and objectives.
  • Windows Server 2008 to 2018 Migration on Large Scale.
  • Provided risk management and issue resolution.
  • Prepared project status reports and kept team, management, clients and others informed of project status and related issues
  • Consulted with management and reviewed project proposals to determine goals, time frame, funding limitations procedures for accomplishing project, staffing requirements and allotment of resources.
  • Record document concisely and clearly all project plan (SOP, RCA, KB, Run Books).
  • Identify prime risks and limitations within project plan.
  • Managed End to End Storage Migration from Netapp to Nimble.
  • Evaluate and determine plan variance from project performance.
  • R&D- planning and Tracking of all infrastructure/Applications Changes/decommissioning/Upgrades activities were properly planned, managed and executed to achieve cost savings.
  • Oversee precise project results to identify if relevant quality standards area attained.
  • Collect and present performance information related to infrastructure projects.
  • Identify prospective conformance and rigid concerns associated with project initiatives.
  • Identify probable impact to associates, clients and shareholders.
  • Managed Client relationships to successfully solve complex technical issues resulting in minimal business impact and increased customer satisfaction.
  • Perform with subject matter experts all through organization to gather entire business needs required to attain project goals.
  • Monitoring using Tools Like OP5 VM Infrastucture.
  • Conduct change throughout project inclusive of schedule, scope and team membership.
  • Managed Implementation of Solarwinds End to End.
  • Creaing Plans for Storage Tiering Project and Implemented it across 3 Data center.
  • Collaborate effectively with infrastructure associates across entire business units along with management levels.
  • Identify prime cause of contention or disagreement plus recommend corrections as necessary.
  • Ensure to capture, prioritize and solve project problems in organized manner. Handled Projects like: Capacity Planning and Storage Tier (Storage), DR Plan, VMware Host and VCenter Upgrade Process, Service Now, CSAT, Auditing, Datacenter Migrations, Asset Management, Datacenter Refresh.
  • Provided guidance for problems and questions related to Process, People and Technology.
  • Prepared Weekly Reports, Monthly reports for Clients with Quality and performance Metrics Using Various tools like service Now and excel.

  Environments:24/7 Production Support, Cloud(Azure)Data-center Operations, System Administration (VMware, Azure, HP servers, CISCO UCS,AWS, Azure, NetApp and Nimble), Migrations, Monitoring via OP5, Solarwinds,Patch Management (SCCM 2007, 2010 and Shavlik), Network Administration, Citrix NetScaler, Application Support (Radia), Application DBA, Azure, ATM Engineering, Core DBA, DC Migration and PCI compliance, Upcoming New Services in Progress includes, Exchange server 2013, Office 365, Application Packaging, HP Radia, NetApp Storage, Citrix VDI ( Xen -app/Xen -Desktop)

  Tech Consultant/ Manager

  Confidential

  Responsibilities:

  • Managing projects that involved upgrading from Exchange 2010 to Exchange 2013 and migrating Exchange 2013 to Office 365.
  • Performed Post-Testing and validation for the user migration.
  • Organized and Participated in Daily Team and Client Meetings.
  • Designing the workflow for Incident Management and Escalation Matrix.
  • Conducted Triage meeting at the Start and end of the Day.
  • Monitored and Tracked Risk's in the Project and Environment on Common Share drive on Cloud.
  • Implemented ITIL Process in various projects.
  • Helped team with SOP's, Kb and RCA documentation.
  • Suing PowerShell Scripting in Automating
  • Managed Various Projects for Upgrading Windows and Exchange server from 2010 to 2013 and Office 365.
  • Successfully completed project within 90 days and below budget.
  • Ensure to capture, prioritize and solve project problems in organized manner.
  • DR Plan, VMware Host and VCenter Upgrade Process, Service Now, CSAT, Auditing, Datacenter Migrations, Citrix VDI, Asset Management, Datacenter Refresh and making sure all the Process is documented.
  • Initiated and Automated the Powershell scripting to fetch infrastructure servers drive status remotely as Part of DEVOPS.
  • Consulted with management and reviewed project proposals to determine goals, time frame, funding limitations procedures for accomplishing project, staffing requirements and allotment of resources.
  • Worked closely with the end users, business technologies, and others to understand and prioritize business goals and information needs related to the project.
  • Managed people with diverse skill sets and reporting structures in a matrixes organization.
  • Provided risk management and issue resolution.
  • Generated and analyzed reports from Connect-Wise for better Delivery and Process
  • Handled Team with following technical Skill set:

  Environments:24/7 Support Process, VMware, Azure, HP servers, Dell, Exchange 2010, 2013, Office 365, Dell SAN storage, VMware, Citrix, Azure, NetScaler, Hyper-V, Cloud Back up, Datto, Patching, SCCM 2007, Windows Server 2003,2008 & 2012.

  Sr. Administrator

  Confidential

  Responsibilities:

  • Handled Team and Training New members on Process and Technology.
  • Incident management from Incident logging to Closure and making sure every incident is documented and stored in Repository.
  • Planned and performed Daily Standup Meeting and weekly Meetings with Microsoft Team at Redmond, US.
  • Provided L1 and L2 Support for Microsoft Intune Application and managing Identity and Access for Objects and Users.
  • Handled Incident management.
  • Monitored Infrastructure using Wise Alert and SCOM server.
  • Created Daily pending tickets reviews and weekly SLA and MTTR performance with respect to resolved tickets.
  • Managed and Tested Mobile Device Management Application (Microsoft Intune)
  • Documented all new Processes related to Issues and Service Improvement Plans.

  Environments: 16/5 Support Process, Azure, Hyper-v, HP servers, Wise Alerts, Azure DB, SCCM 2007, SCOM, Microsoft Intune, BYOD, Windows Server 2012, SQL 2008 R2, Perfmon.

  Technical Operations Manager

  Confidential

  Responsibilities:

  • Managed Website Testing and Server Support Teams.
  • Worked with Developers/testers/Application/Infrastructure teams for various issues.
  • Created Knowledge Base (RCA, KB and Run Books) directory on SharePoint and made sure that everyone updates it on daily basis.
  • Ensured proper coordination between RSG, Service Desk and field for daily operations, towards achieving CSAT.
  • Created the Incident Management workflow for Support Projects and made sure everyone is adhering to it to work so that we can deliver quality at the end of day.
  • Created and discussed the weekly and Monthly metrics report with Clients.
  • Managed 6 Accounts in Totality and Team Size 35+
  • Managed daily service operations via SHD ticketing tool.

  Environments: 24/7 Support Process, Hyper-v, HP servers, Windows Server 2003, 2008, SQL 2005 & 2008, Wireshark, Fiddler, SOAP UI, Application testing, IIS, Netmon, Perfmon.

  IT Support Testing Engineer

  Confidential .

  Responsibilities:

  • Undertook routine preventative measures and implementing, maintained and monitored network security, particularly if the network connects to the internet
  • Managed the application and set up of Environments to test and reproduce the issue.
  • Troubleshoot issues on Application based on Java (JBoss).
  • Managed internal Infrastructure and Supported Windows Server 2003 and 2008
  • Coordinate with TESTING/DEVELOPMENT/INFRASTRUCTURE team and provide support to all onshore and off shore sites.
  • Created and Maintained directory for SOP’s, KB articles based on issues reported and their Solutions.
  • L1 issues on MS SharePoint and Managing Identity and access Permissions.
  • Installed Patches and Upgrades of Application.
  • Managing Exchange server, Mailboxes, Permissions, Backups and Troubleshooting issues.
  • Worked on IIS Management, SSO and Clustering.
  • Coordinated with Development and Testing team and Filing Bugs using Bugzilla.
  • Worked on Ticketing Tool: Salesforce for handling tickets.

  Environments: 9/5 Support Process, Hyper-v, Mobile application testing, Windows Server 2003, 2008, SQL 2005, SharePoint, CDN's, WMS, Video Streaming( VOD, Dynamic), Release Planning and Implementation, Proxy, Firewall's, Clustering, HTML, Exchange Server, CSS, Branding, application upgrade's, Jboss, IIS, Tomcat/Apache.

  Technical Support Expert

  Responsibilities:

  • Provided Warranty and AMC support for leased line modems for Dell customers across the country.
  • Provided support for DSL modem and Routers.
  • Provided Logistics support to all regions by proper tracking of faulty, standby & good spare management.
  • Worked on Dell Laptops, Desktops and ISP escalated issues.
  • Imparted Tools training to OGT Team.
  • Handled escalated L3 issues for customers.
  • Managed the Ticketing Tool and delegated work along the team member's.
  • Made sure that Team is achieving Daily and weekly call and Sales target.

  Environment: 24/7 Support Process, Dell Laptops, Desktops, Monitoring, Window OS issues, Performance Issues, Dump analysis.

  Process Advisor

  Responsibilities:

  • Provided customer service to Customer having Confidential Bank Account and Credit card.
  • Handled Confidential Debit and Credit card transactions as per the defined Process.
  • Worked to meet the daily and weekly targets of Balance transfers.
  • Handled Premier customer accounts queries and closing their requests on time.
  • Participated in Weekly and Monthly quality review meetings.
  • Worked with managers on Data Mining and Created reports for Performance Metrics.
  • Verified whether proper process is followed on the calls.
  • Handled customer escalations daily.

  Environments:Barclay’s Credit card and Debit card support, Reporting fraudulent Accounts and Transactions, Balance Transfers, Customer service, 24/5 support Process.

  Confidential

  Responsibilities:

  • Monitored Servers and Network of ISP.
  • Troubleshot and resolved all kinds of ISP related issues.
  • Created the Dispatch of Technicians through Dispatch Portal.
  • Configured DSL modem and Routers for Customers.
  • Provided Software and Hardware support for laptops, Desktops and Modems at all levels.
  • Resolved DNS and DHCP related issues.
  • Provided L1 monitoring support for Verizon Datacenter's.
  • As an SME, Trained and Handled OGT teams.
  • Daily auditing call's for verifying quality delivery.

  Environments:DSL Modems & Routers, ISP Monitoring, MAC and Windows OS support, Desktop & Laptop all make up Support, 24/7 Support.