Experience

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  Telenet

  Dec 2011 - Jan 2013

  System analyst

   Performing health checks on Production Environment for every release. Successfully worked in the team and involved in the activities like 24x7 Monitoring, Urgent work requests reported through hotline calls, mails ,alerts under stringent SLAs Handled incident requests and critical application support. Involved in creation, resolution and Escalation of incidents pertaining to production changes. Linux administration performs log file checks, system backup and security setup. Created and implemented Change Requests (CRQ’s) using Change Management Console for Production and Non-production changes. Deploying new releases through patch management process.  Monitoring Web Application Server Configuration and Setup such as Oracle Web Logic through HPOV tool. Automation of login process to various UNIX boxes which host Web logic server domains. Monitoring & managing the UC4 (Job scheduling tool) jobs. Creating test environment or refresh Non-Prod environment as per the requirement of various phases of testing. Team lead activities – Maintenance of escalation metrics, created incident peer review guidelines, document management plan, and service management plan. Conducted project specific BCP (Business continuity Planning) during network outage at offshore Worked as a Quality Champion to modify daily dashboard, met-book to track metrics on customer SLA and internal KPI (Key Performance Indicator). Preparing and delivering presentations in Quarterly Project Management Reporting.Driving CSI (Continual Service Improvement) initiative conducting identified value addition tasks through Service Improvement Projects and Service transformation Projects. Participation in Internal audits and created evidences for Production Support control objects.  Technical support and resolve critical LAN, WAN routing and switching, Windows 7/8 and client / server issues Show less

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  T systems uk

  Feb 2013 - Dec 2014

  Support analyst

   Involved in taking transition of complex and business critical billing application directly from client. Leading and mentoring team of 5-6 members enabling them to understand business requirements and IT support fundamentals Development and application of SQL scripts on Oracle SQL servers Support analyst responsible for Monitoring and performing health checks in production environment Creation and presentation of Weekly Status Report, Start of day report, Monday readiness report, CRQ (Change management) report, Test recommendation report and PPM (Project Portfolio Management) report Contributing towards Continuous Improvement tasks which help our Business to operate in an accurate and efficient way Responsible for SLA (Service level agreement) tracking of tickets which are monitored through daily dashboard Leading team to Deploy patches and maintenance on the test environment. Deploying Web logic in Web Sphere servers Worked on ITIL framework (Change Management, Incident Management and Problem Management) Worked on highly secured critical UNIX/LINUX servers. Monitoring and reporting performance of UNIX production servers. Actively contributing towards BA (Business assurance) tasks in my current analyst role. Cross Skilling Peers and team members. Collaborating with multiple teams and mastering the technical skills required to deliver Quality Assurance. Manage Backup system and strategy Manage Windows Server 2003/2008. Manage Active Directory based on different group policies Manage client network infrastructures including administration and management of group policy, DNS, DHCP, Printer Server, Files and storage Servers, Active Directory Service and firewalls Show less

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  Logitrain

  Apr 2015 - Jul 2015

  Technical support analyst

   Troubleshooting users issues on call and through Incident management, based on urgency and impact.(Strict SLA metrics). As a part of problem management team, responsible for finding the root cause analysis of frequently occurring incidents to eliminate the incidents count. Ensuring that all production changes are processed according to Change Management policies and procedures. Configuration, diagnosis and troubleshooting issues related to network devices(VOIP, Routers and Switches). Monitoring and maintaining server. Testing patches on non-production server before deploying it on production environment. Providing support to email clients such as setting up Microsoft Outlook and trouble-shooting as needed. Providing on-site support, update and install software and patches. Installing hardware, software and maintaining workstations, servers and networking equipment. Install and replace card, fan and RAM Manage and develop System and Network infrastructure crossing VIC, QLD and NSW. Virus removal using command line  Manage Windows Server 2003/2008 Manage Active Directory based on different group policies Perform computer Health Check, Memory test and Optimize test Install HP, Dell and Acer PC, Printers, scanners and setting up accounts and security features. Providing remote support for Microsoft Operating Systems and other software by remotely logging into the clients’ computers. Set up ADSL and Wireless network.  Backup the data into various external media. Trouble-shooting as required for issues relating to roll out printers, scanners, PCs and their configurations. Troubleshoot crashes and apply regular updates by logging remotely to client PC Manage Backup system and strategy Show less

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  Neami national

  Jul 2015 - now

  • Manager IT Customer Service

    May 2021 - now

  • Team Lead

    Apr 2018 - May 2021

  • IT Support Officer

    Jul 2015 - Mar 2018