Rakesh V

Experience

• 

  Dell International Services (I) Private Limited, Bangalore

  Aug 2005 - Feb 2010

  • Handle technical escalations for Dell Systems• Managing Key metrics such as Customer experience, Resolve Rate and Repeat Dispatch Rate and effectively meeting SLA’s• Providing constructive and effective feedback for the call taking agents• Providing resolution for Relationship customers• Mentoring new hires on technical skills, call handling skills and on process related metrics• Send weekly reports across to the team • Troubleshoot and fix software preinstalled with Dell computers• Troubleshoot Blue Screen errors• Fix system latency issues• Configure Outlook• Virus Removal• Troubleshoot Internet connectivity problems • Providing resolution for Relationship, Business and Home customers• Trouble shooting for all kinds of issues arising with both Hardware and Software on Desktop and laptop computers• Have always been a team player and managed and maintained all individual metrics on or above business goal most of the times• Assisted the onsite engineers with the available parts & avoided acquiring new parts / components to fix the customer’s issue s, thus helped in saving cost to the company

  • Advanced Resolution Expert

    Oct 2008 - Feb 2010

  • Software Support Expert

    Mar 2008 - Sept 2009

  • Technical Support Expert

    Aug 2005 - Mar 2008
• 

  Iron Mountain Information Management India Pvt. Ltd

  Jan 2010 - Jun 2011

  Application Support Engineer, Data Protection

  • Work with enterprise customers on issues related to the PC data back, server backup and e-mail supervision tools• Create documentation on process and technical troubleshooting• Analyze cases for the team to ensure ticket profiling and documentation is correct

• 

  Capgemini

  Jun 2011 - Dec 2016

  • Lead a team of 5 to provide Disaster Recovery and Business Continuity services for a leading insurance company in UK• Responsible for planning; designing and co-ordination for Disaster recovery drills• Have Good Understanding of Recovery Strategies and various infrastructure technologies like Windows, AIX, Linux, Mainframe, DNS, Network and Replication Methodologies• Have experience in Work Area Recovery tests• Have experience in conducting Failover / fall back during real time disaster• Have experience in reporting and documenting RPO deviation, RTO deviation, Audit document, User Count & Transaction Count, Drill calendar and Drill Exercise• Have experience in conducting meeting for Disaster recovery drill plan• Have experience in finding out Root Cause for replication incident and Drill exercise incident by coordinating with respective technology vendor• Maintaining the existing processes and documentation• Reviewing the BCP and DR process• Responsible for recovery of the critical business services during the emergency and disaster situations• Responsible for providing BCP/DR training and awareness sessions to all SDMs• Check the progress of DR tests performed my other team members• Report to the management about the DR exercise via regular conference calls Show less • Implementation, relocation and administration of the Iron Mountain’s PC Backup environment• Assist the Project Manager in developing and reviewing project scope• Work closely with the other support teams like Packaging, SCCM and QA to deploy application to the users• Prepare user guide, installation guide and KB articles• Data center/Server maintenance• Test/evaluate backup products/options• Document implemented policies; prepare technical documentation for the helpdesk• Product training for the L1/L2 teams• Build and test policies, Implement policies, Documentation of process-existing and new• Interface with Vendors to resolve issues/ apply patches etc• Reporting on installs, reporting on compliance, Modification and maintenance of existing processes & procedures• Engage in Backup Infrastructure software/hardware upgrade• Resolve escalated helpdesk calls for Iron Mountain end user issues, work with end users to resolve end users’ issues, research and troubleshoot issues without supervision• Capacity Planning• Update and track KPI matrix Show less

  • Disaster Recovery Lead

    Dec 2014 - Dec 2016

  • Technical Lead – Backup and Recovery

    Jun 2011 - Dec 2014
• 

  DXC Technology

  Jan 2017 - Aug 2019

  DR Exercise Lead

  • Preparing informational documents to distribute to the CMT (Crisis Management Team) in following the DR Plans at the time of an Disaster incident• Coordinating with technical teams to determine server and network configuration requirements for DR and manage associated change control records• Co-ordinating with Project Teams at the time of Disaster for solutions and status. Reporting the DR exposure to the account risk management process• Scheduling lead DR test conference calls• Preparing and deliver post-test documentation, verifying test success• Maintaining audit ability of Business Continuity documentation related to the IT Infrastructure• Thorough understanding of the DR planning cycle including analysis, design, implementation, validation, testing, problem resolution and update other duties as assigned• Highly skilled at managing multiple tasks simultaneously• Ability to communicate effectively and efficiently Show less

• 

  FIS

  Mar 2019 - now

  Business Continuity Manager

  • Conduct BIA assessment, work with the team to define critical time sensitive systems and business functions• Design, develop and document Business Continuity and Disaster recovery plans• Co-ordinate DR/BCP exercises• Facilitate training with critical support staff and management• Develop project plans for lifecycle of DR/BCP project• Develop presentation for senior management• Participate in the internal and external audits• Conduct post test exercises and advise the business on the gaps in the testing• Publish the DR exercise results with the management and clients Show less