Vinothan Murgaiyah - ITIL EXPERT

Experience

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  Hewlett Packard Enterprise

  Jan 2007 - Nov 2012

  o Deal with technical incidents which have been escalated from a first line of support to second line whilst working to achieve SLAs, ensuring no breaches occur.o Monitor and handle calls, issues and tickets raised on HP Open View service centre. o Represent the network team in meetings with Pfizer and HP business units to resolve escalated issues, provide suggestions and drive solutions. o Proactively monitor network operations of Pfizer global network for untoward technical incidents. o Work closely with various onsite regional support teams (APAC/EMEA/AMER), technical teams (Wintel/Unix/Storage) etc, and Level 3 Deep technical support engineers.o Manage RFCs efficiently and ensure these are applied effectively according to customers’ expectationso Remote desktop support through Net meeting applications, managing various issues on LAN/WAN networks involving Cisco hardware and software, and DNS resolutions for servers and printers. o Monitor LAN and WAN protocols BGP, EIGRP, ATM and HSRP in various sites and perform quick resolution by working with service providers. o Interface with TCP/IP assigning for devices, tracing for IPs, and DNS changes.o Perform Disaster Recovery Support as and when required.o Overall management of over 15,000 network devices consisting of routers, switches and wireless devices for Pfizer plants and offices located globally. o Phone/Soft Phone account creation, removal actions for end users, and creation of analog gateways port via Cisco CallManager.o Perform updates on switch IOS version to follow master/slave switch and insertion of switch configuration by transfer through xmodemo Troubleshooting on voicemail, soft phone/phone equipment and services provide Vlan requests, replacement of faulty stand-alone switch and stackable switches, replacement of new WAPs, configuration of channels for wireless signals. o Provide solutions for faulty devices by dealing with DiData and Cisco support for shipment with local contacts. Tunjukkan kurang o Provided technical support on Proliant/TC Series and HP Blade Systems Servers, Microsoft Windows and UNIX server platform operations, high usage of Motive Insight 5.5, Clarify Clear Support (Console) and Citrix servero Monitored and qualified HW incidents for EA Storage platform, troubleshoot XP for storage hardware qualificationo Responsible for delivering remote XP Storage and SAN customer support for HP client global use (SVP)o Performed daily Test Calls for Health Checks ad Heart Beat (HC & HB)o Analyzed, logged and rectified problems that occur for HP SAN, whilst verifying parts that may be faulty and proactively order themo Provided support for advanced enterprise storage and SAN products in complex configurationso Performed LAN tests for CHA and DKA issueso Completed the System Information Message (SIM) for temp errors using Modify modeo Guided on site engineers in troubleshooting HP SAN, provided action plan for hardware faulty replacements such as Cache/Shared memory, Fiber/Cache switch, iSCSI, SAS & Fiber channelo Liaised with various departments in the process of problem resolutions and at the same time escalated complex issues to technical support teams and followed through until issue is solved. Tunjukkan kurang

  • Network Engineer

    Jul 2010 - Nov 2012

  • Storage Engineer/Operations Support Specialist

    Jan 2007 - Jul 2010
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  Encora Technologies [AT&T]

  Jan 2012 - Jan 2014

  Change Manager

  o The Change Coordinator is the first point-of-contact within the change management process to review and approve a Request for Change (RfC) to ensure high quality network changes.o Take responsibility as the focal point of contact for managing and responding to all queries relating to Change Managemento The Change Coordinator is creating changes as result of change requests from the Request Management.o Planning resources to carry out the requested changes on the managed network, globallyo Ensures all RfC’s are submitted, approved, communicated and implemented on time• Responsibilities:o Make an impact assessment and create changes for external service providers to notify our customer.o Understand and validate the information provided in the request for change (RfC) impacting the infrastructure.o Ensure that the process is followed and that change records are updated to accurately reflect actions taken for the success and failure changeo Perform quality assessment before approving RfC’s as described in the process descriptions and work instructions.o Provide feedback on changes Tickets to project managers, technical project leads, design engineers, etco Prepare and present all major changes in the Global Change Advisory Board meeting (GCAB)o Prepare and present all emergency changes in the Emergency Change Advisory Board meeting (ECAB)o Ensure Customer Notification Letters (CNL) will be communicated on time with sufficient informationo Use Standardized templates to review, asses and communicate the changeso Ensure that business impacts and understand clearly to communicate with stakeholders for business approval o Perform a support handover at the beginning and end of every shifto Directly responsible to completed actions on top of day-to-day activities, monitored and agreed in team meetings Tunjukkan kurang

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  IBM

  Feb 2014 - now

  Service Delivery Manager

  o Acting as a communication focal point between the DPE/AFP and Service Delivery for information exchange, service inquiry, and service coordination. o Acting as a single point of contact for the client during Service Delivery operational issues. Managing operational escalations and working with the DPE as appropriate.o Drive the efficiency and effectiveness of the Major Incident Management processo Coordinate technical activities and resources and manage organizational communication to ensure timely resolutiono Use related information from driving major incidents to drive technical teams to stronger RCAs and corrective actions which will reduce the frequency of repeated incidentso Ensure major changes undergo rigorous review before implementation to help prevent high prior incidents.o Participate/Lead in the creation, client approval and execution of the Client Delivery Plano Proactively identify cost-effective availability improvements within an availability plano To own and drive the Delivery internal communication of service restoration activities, and communicate Delivery's status and progress to management and to the DPE. o Ensuring and coordinating Infrastructure caused RCA's (Root Cause Analysis) per Service Delivery organizational guidelines and communicating the final RCA to the client.o Ensuring adherence to the IBM Global Change Management Process and any account-specific change policies documented in the DOU/SLA.o Verifying technical activity of the change through the technical team(s) deploying the change.o Acting as the focal point for coordination, communication, and approval of changes between the Client and Delivery. Negotiating change windows, if required.o Attending Change Advisory Board (CAB) meetings as required.o Working with Project Managers as projects transition to steady-state. Attending Production Readiness Reviews for projects and verifying all documentation and support processes are in place for steady-state support. Tunjukkan kurang