Richard Isaias

Experience

• 

  Mphasis

  Aug 2009 - Aug 2010

  Tech support
• 

  Microland Limited

  Dec 2010 - now

  The primary Objective is to restore normal service operation as quickly as possible and minimize the adverse impact on the client business operations thus ensuring that the best possible levels of service quality and availability are maintained.Major handling of routing and switching network issuesEnsure the resolution of P1 Incidents is within the agreed SLA’s.First point of contact/ escalation for day-to-day operations in providing status updates on major issues, process documentation, setting up meetings with stake holders and business across technical towers in order to build strong relationship for service delivery team.Manage a team of specialists (Engineers) who remotely manage network devices like routers, switches, access points etc.People Management, maintaining CSAT, SLA and driving Operations.Regular update and closure of incident.Responsible for preparing incident report for the shift and report incident status to the service management team.Managing and coordinating all activities necessary to control, track and audit changes in the environment.Ensuring Change status, progress and issues are communicated to the appropriate groupAuditing and managing the process life cycle and reporting the higher management, schedule urgent CAB/DCAB meetings when necessary and also responsible to review change schedule (CS) for conflicts.Coordinate with site contact for any onsite help required like rebooting device, security clearance for vendor activities etc.Ensure the tickets have regular updates till completion of the activity.Creating change management reports and reporting change management activities to higher management. Show less Working in an incident management team handling incident from P1- P4.• Troubleshooting incidents related to Juniper SSL VPN.• Troubleshooting incidents on Bluecoat proxies.• Create VPN accounts and provide customer’s access to web, client/server applications remotely.• Analyze the traffic flow using tools like Tcpdump, Wireshark• Maintenance and administration of Juniper SSL VPN (SA-6500)• Raise, Script and Implement Standard and Emergency Changes on various security devices to fix Customer and Business related issues within the Service Level Agreement.• Basic troubleshooting of the F5 bigip load balancer.• In depth knowledge of IPSec, SSL VPN and working Knowledge of routing and switching and internetworking concepts.• Working knowledge of providing Remote access to web and client server applications. • Implementation of various configuration changes on Juniper SA6500, upgradation of Juniper SA6500 platform from 6.5 to 7.1R11 version. e.g – Providing Citrix application access, Terminal Services etc• Opening required cases with Vendors for any related issues that would require Vendor involvement and following up with them on the cases• Analyze and resolve technical queries of customer - High Severity Incidents, Major Changes, Change Scripting, Problem Management Tickets, RCA preparation.• Understand product technology and prepare technical documentation, SOPs• Attend conference calls with technical escalation points onsite/Customer/RCA reviews/High critical incidents conf calls• Assist team members in providing information and knowledge sharing • Train/Mentor the new hires in the team Show less

  • Associate Manager- Service delivery

    Jul 2023 - now

  • Project Manager

    Jul 2020 - now

  • Americas Pole Leader

    Dec 2017 - Jul 2020

  • Shift Lead

    Aug 2015 - Dec 2017

  • Network Administrator

    Sept 2013 - Aug 2015

  • Technical support engineer

    Dec 2010 - Sept 2013