Pradeep Kumar K

Experience

• 

  Allied Digital Services limited

  Jan 2007 - Mar 2008

  Sr. Customer Support Engineer

   Networking and Hardware Maintenance Involved in Installation and Troubleshooting. Installation of Cisco routers and switches including implementation of MPLS based routers (Cisco 1841) for British Telecom (BT). Maintenance of Windows 2003 server installations at various customer base. Installation, Services and Maintenance of DELL PowerEdge Servers, PowerVault Storage, Laptops and Desktops.  Maintaining Leased Lines, ISDN and DSL Connections. Installation and Maintenance of LAN/WAN including troubleshooting of switches and Cisco routers. Show less

• 

  Harland Clarke Holding Software India P Ltd

  Apr 2008 - Feb 2015

  Manager - IT

   Implementing and management of 120+ Windows Server 2003/2008/2008R2/2012R2 servers. Active Directory Domain management, maintenance and troubleshooting. Manage all aspects of Group policies including shared network folders, printers and software deployment.. Setting up of network infrastructure for the Chennai facility and its maintenance and setting up of co-location facility for the company at Tata Communication facility and maintaining the uptime of India domain.

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  Xome

  Mar 2015 - now

  Part of IT Operations, managing a 10 member team who support internal customers and Business Partners.A highly client focused team who owns the client issues end to end starting fromcall receipt, technical troubleshooting, engaging different levels within the IT Org.Handling a team of about 10 Engineers (L1/L2 and L3/L4) supporting IT Ops across for Offshore and Onshore teams within the Organization.• Drive customer satisfaction, engage with customer to address any dissatisfaction and drive correction actions.• Drive and co-ordinate among technical resources for faster restoration of services and Root cause analysis during critical outages.• Manage and Escalate critical customer cases faster to the right level of support.• Facilitate and own communication among customers, escalation, service managers about the progress and action plan.• Closely monitor the progress of critical cases and activities to ensure successful completion.• Continuous analysis and improvement of the existing support processes to improve resolution time and customer satisfaction.• Build team of customer focused engineers with strong technical capabilities.• Mentor and coach the technical support engineers and unlock their potential talents.• Accountable to Guide the team members on and customer processes and build compliance.• Resource management and capability planning.• Driving support operations to provide consistent experience to Customers.• Driving operational support metrics of product support team.• Participate in cross functional projects and initiatives and help improve support processes and tools.• Analyze and understand key drivers of success (and failures) and take initiatives to drive the results.• Cost Control measures: 1. Create templates using available Licenses with MS rather than using AWS licenses.2. Suggest instance type changes depending on instance usage and application support.3. Cleanup of Instances/Hard Drives.• Time Management of the team. Show less Tech Details:• Created and Maintaining - IT Infrastructure Setup of Chennai office involving Juniper's Routing Products, Aruba Wireless,Polycom Telepresence,Dell HardwareVMWare and Window Server products.• AWS Cloud Infrastructure Maintenance involving: Instance Creations, Hardware Additions, Template Creations, Migration of VM from vmware infrastructure to AWS, Route53 and Cloud Formation.• Azure: AD, SSO and Enterprise application configuration, MFA, Endpoint Manager (Intune) and other services provided by Azure.• Wintel: Installation and Configuration of WDS, File/Print Servers and WSUS Servers. Installing and configuring Hyper-V, DNS, DHCP, Radius server in the Windows server environment.• Maintenance of Production servers involving VMWare ESXi Servers and Windows Server 2012R2.• Strong working experience of Ubuntu, Upgrade from Ubunti14/16 to Ubuntu18.Enabling Central Authentication for Linux Servers. Install Security applications like CrowdStrike,Rapid7 and Splunk forwarder.• Sharepoint: Migration of SharePoint server and Maintenance.• Vendor Management: Working with various vendors for Network/Server/Desktops/Telecom/ISP for setting up the new facility and maintenance.• Office 365 Administration involving creation of accounts, mailboxes, skype for business accounts and migration of mailboxes from On-Premises to O365.• SOX/SOC Auditing or Remediation: Provide evidence of configurations for SOX/SOC auditing. Mitigation of Qualys Scans Show less

  • IT Manager

    Apr 2017 - now

  • Manager - IT

    Apr 2017 - now

  • Assistant Manager - IT

    Mar 2015 - now