Shelton Antony Peter

Experience

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  CSS Corp

  Apr 2011 - Apr 2013

  Support Engineer

  Worked as technical support engineer for Home Based Networking devices,was awarded multiple times for best customer satisfaction survey received.We supported Belkin and Netgear Home Based networking devices andDesktop, Laptop and Printer support. Analyzing network status and testingBroadband line with internet based operational support system Understandingthe issue of the end user, troubleshooting the Broadband connectivity problemof the end user, conguring wired, wireless ADSL Router and Hub Maintainingand managing the line fault with the usage of reporting tool actuate Involved ininstalling, providing maintenance and support, optimizing all network andhardware, software and communication link Conguring the email clients likeMicrosoft Outlook express, Mac Mail and Thunder bird Handled the remoteserver management and maintained it through terminal services Show less

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  HCL Technologies

  May 2013 - Jul 2015

  Senior Analyst

  Worked as a Service Desk Analyst and also Incident Manager for two criticalclients. Polymer Group Inc., and The Enthusiast Network.Provided L1 level assistance also worked as acting Shift Lead during mytenure. Involved in performing level 1 (Incident Management, IncidentIdentication, Incident resolution, Knowledge Management and ITEscalations) functions on 24x7x365 basis Prioritizing the tickets according tothe issues reported and engaging the appropriate support teamsMonitoring the alert server for critical alerts concerning P1 circuit down,backup 64k circuit down, alerts concerning routers and switches down. Abilityto communicate with customers and train people based on the expectation ofthe customer, Setting up share folders, printers, mapping drives and creatingpermissions, Fixing issues with Remote Tools and assisting the user to resetthe RSA Soft Token, Create tickets and assign to the concern team requestingfor a Service or an Incident ticket. Show less

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  MFX INFOTECH PRIVATE LIMITED

  Sept 2015 - Dec 2016

  Software Engineer

  Worked as Incident Manager and also monitoring network and server viamonitoring tools for critical alerts. Point of contact for all internal users andclients for L1 level technical assistance. Involved in performing level 1(Incident Management, Incident Identication, Incident resolution, KnowledgeManagement and IT Escalations) functions on 24x7x365 basis Prioritizing thetickets according to the issues reported and engaging the appropriate L2support teams Participated in the Change ManagementProcess to understand the impact of critical production changes to ServiceDesk services, messages needing to be announced with respect to changesand participation in the approval process for critical changes Monitor the SOSticketing tool for issues reported for desktops, laptops & Virtual DesktopInfrastructure Monitor and approving change request created by the teamCreated Users accounts, computer accounts and Groups Submit updates tothe Knowledge base Monitoring the alert server for critical alerts concerningP1 circuit down, backup 64k circuit down, alerts concerning routers andswitches down. Ability to communicate with customers and train peoplebased on the expectation of the customer Setting up printers, mapping drives Show less

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  Petrolink

  Jan 2017 - Dec 2020

  ICT senior engineer

  Primary Client facing technical contact for managed IT Services for Petroleum Industry clients· Responsible for resources monitoring and allocation of bae metal, multiple host virtualization farms, and hybrid hosted public and private cloud workloads.· Building, maintaining and improving of the cloud infrastructure deployed to on premise datacenters· Manage all client’s outages due to hardware failure, virtualization platform error, operating system faults, and some middleware issues· Technical liaison for software and hardware vendor escalation, and troubleshooting and unique issues debugging.· Monitor client environments and recommend resource and workload optimizations to increase reliability and performance.· Author standard operating procedure documents for lower support tiers to implement changes and recommendation across multiple client environments using knowledge gained from vendor engagement on complicated recurring issues.· Strong problem solving and business skills with the ability to think creatively and seek optimum solutions with a sense of urgency Show less

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  Tech Mahindra

  Oct 2021 - now

  · Analyzing functionality within an application because of a change to the application or to find a solution to a current issue or to enable a future opportunity or to acquire knowledge to improve support & other services.· Application support (incident triage, analysis, resolution, and closure) and business support (working directly with customers to address queries, provide reporting, perform risk assessments), using global IT Operations processes· Develop and automate high performant cloud environments to ensure security, reliability and scalability· Managing cloud environment and integration with on premise systems and applications.· Ensure that all systems are fully backed-up and resilient and that data is stored securely in line with IT security requirements· Hands on Experience in Linux or Window Operating System· Perform timely and appropriate escalation of critical production environment incidents and proactively identify patterns of recurring incidents to improve service capabilities· Perform Technical Maintenance, health checks, including security and controls of applications and perform the change, and assist the development team in Application Enhancement· Work with application development, infrastructure teams and to support release of new features, bug fixes, technology upgrades, as well launches to new sites· Works on project teams that are developing or modifying highly complex information systems Show less

  • Associate Technical Architect

    Oct 2021 - now

  • Associate Technical Architect

    Oct 2021 - now