RAKESH A

Experience

• 

  Mars Computer Services

  Jun 2004 - May 2005

  Desktop Support Engineer
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  Approva Info Systems

  Jul 2005 - Oct 2006

  System Administrator

   Administer & maintain the AD, Windows server NT, 2000, 2003 & Linux servers Troubleshooting of system, Hardware, Networking, Internet and software problems Vendor and Spares management & documentation  Taking Daily, Weekly, and Monthly backup (Linux & NT Backup) & restore if required

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  Wipro Limited

  Oct 2006 - Aug 2007

  Desktop Support Engineer

   Install, Configure, and maintain AD, Windows 2003, Windows 2K Servers Installation & configuration of desktop Operating systems, all applications & peripherals Troubleshooting MS outlook problems and create personal folder for users In Active Directory, creating user accounts, applying profiles & permissions Daily & weekly backup of files in the server Antivirus support Handling escalated calls for any issues in the site

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  Infosys

  Sept 2007 - Jun 2011

  Senoir Systems Engineer

   Creating and Managing in Active Directory users, Group policy management as per the process requirement Install, Configure, and Maintain Windows 2k3 server Install, Configure, and Maintain the WSUS, File Server, Win2k3 ADS, DHCP, DNS & McAfee, Symantec antivirus servers Taking Daily, Weekly, and Monthly backup (Symantec) & restore if required Technical co-ordination with the ISP for data & voice link related issues Network management & documentation  Co-ordinate with client’s IT team (UK, US & Singapore) to solve network & Citrix related issues Show less

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  Cognizant

  Jul 2011 - now

  Maintain Zero miss on process, SOP, SOW etc adherenceMeet 100% SLA and contractual ObligationsZero Escalations-Zero Operational Errors of EscalationsActive participation and provide tangible ideas for Service improvement Improved performance on newly acquired skills (Tickets\Task-driven end to end)Measurable contribution to Knowledge Base (KB, SOP, etc)Optimize and Streamlining the overall backlog of incidents and service requests within Cognizant and Customer ‘s IT departmentIdentify and communicate potential escalations promptly to Customer, with a focus on reducing the total number of escalation receivedEnsure timely acknowledgment of escalations and their subsequent resolution, maintaining a commitment to handling escalations without any delays or oversightsDrive at least 2 clients value recognition like improve the delivery, drive KB article usage in tickets, improve MI call, innovative ideas to automate process like Service-Now Dashboards, reports, data analysis, Power BITaking ownership of a specific tower and ensuring that SLA are achieved, zero alerting misses, backlog reductionAudit ticket process as a daily activity and ensuring there is improvement w.r to process adherence from the technical teamProactive measures in identifying repetitive threshold level incidents, Service requests & change requests not to be raised to impact customer businessProactively raise Problem Records when identified and reduce open problem, record, PTASK in specific tower assigned to you100% availability on demand and response time for client deliveryImprove operational efficiency by 20% per quarter in yearSought out for collaboration, helping others succeed stretch assignments, impact above and beyond current area of assignmentsCurrent Client environments RISKS are tracked and presented to Cognizant management along with clientITSMPeople Management & co-ordination Show less

  • IT Operations Manager

    Jul 2011 - now

  • Lead-Change&Deployment- Infrastructure Services-MultiCloud Core

    Jul 2011 - now