Santha Kumar

Experience

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  Wipro

  Mar 2011 - May 2013

  Technical Support Engineer

  • Handled incident calls with MS Exchange server, Active directory, and Blackberry/Good.• Managed user accounts permission, addition/deletion/modification of SMTP address, enabling/disabling of users Mailbox/DL Creation/Deletion/Setting of Activation password of Blackberry Account.• Checking replication problems in the AD environment.• Monitoring the Exchange Queue Count (Message Flow), mailbox restoration/movement, and message tracking.• Supported people onsite around the globe (US, UK, PACRIM).• Proficiency in monitoring & troubleshooting issues related to servers through Microsoft SCOM console.• Proficiency in monitoring backup jobs & troubleshooting issues related to VERITAS NET BACKUP.• Managing the incident life cycle process from occurrence to closure.• Working with related support teams to resolve any O/S, hardware, or network-based issues.• Managed network consisting of Exchange, Blackberry & Good Servers.• Responsible for 99.9% uptime running of all the Email & Blackberry Servers.• Informing about expected upgrades/changes to the Customer's environment, Follow-up with H/W Vendor or Customer for the remedy of the problem.• Receiving calls from customer representatives regarding service disruption. Show less

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  Mindtree

  Jun 2013 - Oct 2015

  Incident Analyst

  • Provided tier 2 client support for exchange which includes vendor interaction.• Configuration & validation of backend infrastructure over 150+ sites globally & make sure the site is ready for desktop migration.• Helping the migration team on solving critical issues (User profile corruption, folder redirection, SCCM client manual installation).• Working on incident tickets on post-migration issues & solving the ones with high priority.• Fixing SCCM agent issue on client machines as per immediate requirement.• Communication to be sent to the respective team/individual involved in migration to carry out post-migration or verification.• Perform migration in the specified migration windows without any issues till the completion & send updates to the customer & team.• Timely updates of the project-related run books/documents, process, if any & submitting the same for review & approval. Show less

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  SLK

  Jun 2016 - Jul 2021

  Network Operations Center Team Lead

  • Installed & configured network monitoring tools (Operation Manager, PRTG, SolarWinds, Eventlog Analyzer, Kiwi Syslog & Tripwire).• Collecting IBM IPS logs to check malicious attacks.• Checking firewall (Checkpoint) rules, if they are modified as per CR.• Analyzing the logs based on the severity of the alerts that are triggered from the firewall (Checkpoint/Palo Alto).• Validating network configuration changes on the Tripwire enterprise application for File Integrity Management.• Analyzing the events on Eventlog Analyzer / Kiwi Syslog tool to track the reported incidents.• Monitored availability & performance of Nutanix, ESX, VMware, Citrix, O365, Cisco network devices, Windows servers, AD services, printers & critical applications.• Troubleshooting & resolving critical alerts with incidents to minimize business impact. • Isolating customer connectivity issues & coordinating with ISP vendor, if required.• Executing BCP activity for servers & applications.• Implemented weekly statistics report to analyze & fine tune alerts that are triggered habitually. Show less

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  Anya Consultancy Services

  Jul 2021 - Jun 2023

  IT Ops Consultant
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  HCLTech

  Jul 2023 - now

  Associate Consultant