Deepak Mahadevappa E-

mail: abh6kf@r.postjobfree.com

**** ******* ** ** *** 27, CEDAR RAPIDS IA 52402

Phone: 319-***-****[pic]

OBJECTIVE:

Seeking a suitable position in the area of Infrastructure support &

services that utilizes my skills & past experience and offers a challenging

career opportunity.

SUMMARY:

A result-oriented Engineering Graduate (4 Years) having experience in

providing Technical Support,

Remote assistance & System Administration.

. Possess excellent communication with good interpersonal and customer

handling skills.

. Quick learner and able to quickly adapt to different working

environments to meet business needs.

. Effective team player and can also work independently with minimal

supervision

. Has the skill to research & resolve the Problems effectively using the

available resources.

. Strong desire to excel & committed towards continuous skill

development.

WORK EXPERIENCE:

Company : International Business Machines (IBM) Private Limited, Chennai,

Tamilnadu, India

Designation : Storage Support Specialist

Employee ID : IN03062H

Duration : March 2010 - June 2010

Project / Client: AstraZeneca, a pharmaceutical major.

Positions include: Technical Service Professional, Storage Support

Specialist.

Roles & Responsibilities:

Supporting Backup Infrastructure consisting of 26 (Windows / UNIX)

production EMC Legato Networker Servers located in UK.

Backup & Recovery (BUR) Team

. Performing Health checks for Backup servers

. Backup success/failure monitoring & Trouble shooting of failed Backups

. Effectively resolving Remedy tickets by coordinating with other

Infrastructure teams

. Preparing the Daily Backup Summary Report for the UK region

. Consolidating the Daily Backup Summary Report for all regions and

communicating the same to the

stake holders

. Raising Remedy tickets to other Infrastructure teams in order to

resolve any Backup related issues

. Working with Change Management team for raising and implementing the

change requests through

Remedy to perform any upgrades OR configuration changes.

. Handling of media management process (Tape export & import) with the

help of onshore media team

. Logging Hardware Maintenance Calls / Work with 3rd Party vendors to

resolve hardware issues in a

timely manner.

. Performing Tape Library management including collecting of log files,

Tape Library reboots etc

. Media handling through AlphaStor Software

. Performing Restore requests on Wintel/Unix Servers

. Recovering of Networker server in a test DR situation

. Decommissioning of Backup Servers, as per outlined procedures.

. Shadow Resource for UK BackupExec Team and was responsible for

performing daily checks and

Data Restores as per need.

. Volunteered to work on remedy tickets for the US region when needed

and ensured that the incidents

are resolved within agreed SLA.

Company : Science Applications International Corporation (SAIC), Bangalore,

Karnataka, India

Designation : System Administrator

Employee ID : 152519

Duration : May 2006 - Dec 2009

SAIC-India is a leader in the Software Solutions Industry and has served

clients in virtually every industry with focus on Finance, Healthcare,

Retail, Manufacturing and High-Tech. www.saic.com/india

Project / Client: ScottishPower

Positions include: Analyst - Technical Support, Associate System

Administrator & System Administrator.

Roles & Responsibilities:

. Monitoring Remedy IT Service Management ticketing system & resolving

issues as per agreed SLA

. Providing knowledge Transfer to new team members and ensuring that

they are adhering to the

process & procedures

. Liaising with other infrastructure / Application teams to resolve the

issues effectively

. Ensuring adherence to good working practices while providing support

with minimum defects / errors

. Providing out of office support from home when needed / required

Backup & Recovery Administrator

Monitoring / Managing Backup and Restoration in an Enterprise environment

involving EMC Legato Networker & IBM 3584 Tape Library.

. Maintaining / supporting the ScottishPower Centralized Backup

Infrastructure

. Monitoring / Investigating / Resolving incidents assigned to the

Backup queue

. Identifying Backup failures & alerting Business regarding its impact

by sending the Backup failure

Report on a daily basis

. Performing Tape imports & exports on IBM 3584 Tape Library, using

AlphaStor software

. Backing up of MSSQL and Oracle Databases (RMAN) and VMware

Consolidated Backup (VCB) of

Virtual Machines hosted on VMware ESX Server.

. Analyzing the backup logs and resolving Backup issues effectively by

coordinating with other

support teams

. Troubleshooting of Backup failures of File system & Database issues on

UNIX & Windows Servers

. Maintenance of Tape library including drive cleaning & handling of

logical / physical tape stuck

. Labeling of tapes whenever necessary (usually when the expired ones

are imported)

. Creating, scheduling and re-scheduling the backup groups as per the

business requirement.

. Monitoring Remedy tool for any restore requests or request raised to

modify the schedule information

. Liaising with Media management team and ensuring that the damaged

Tapes are destroyed

. Interacting with onshore team for additional assistance & support when

required

Windows / Wintel Administrator

. Responsible for resolving issues in Remedy ITSP, as per the Service

Level Agreement.

. Deploy and monitor patches/service packs on servers using Patchlink

application.

. Performing Health checks & trouble shooting server related issues

remotely.

. Active Directory User administration.

. Manage and monitor standalone Backups using EMC Legato Networker

software.

. Configuration and administration of VM clients hosted on VMware ESX

server through VI client

. Performing remote administration & management of servers using ILO

(RIB)

. Checking heartbeat of the servers & Monitoring server performance

including hardware failures

. Performing SOX audits on servers & maintaining reports on critical

ScottishPower windows servers

. Providing the access rights to the new users to access servers and

network resources through Service

Access Requests (SAR).

. Performing FIX/Repair for servers by raising suitable change requests

through Change management

process and by coordinating with other teams

. Follow escalation procedure and assign the tickets to the appropriate

teams and coordinate for

resolution.

Remote Support

. Providing Technical support to ScottishPower users & performing remote

administration using VNC

. Software / Application installations on ScottishPower systems using

RADIA deployment tool

. User administration including password resets, Installation /

configuration of printers

. Configuring & troubleshooting of MS Office, OS/IE issues &

ScottishPower specific applications

. Answering queries of users and escalating issues / incidents to local

support team if needed

Professional Highlights:

. Was instrumental in starting the new service line (Remote Desktop

Support) in SAIC India branch

office, after undergoing a formal training at SAIC UK office.

Company : DELL International Services (DIS) - Bangalore, Karnataka, India

Designation : Technical Support Coach (TSC)

Employee ID : 328450

Duration : June 2002 - February 2006

Dell International Services is the support and services division of Dell

Inc., an American computer hardware company.

Project: USCTS (US Consumer Technical Support)

Positions include: Technical Support Representative (TSR), Technical

Support Expert (TSE), Technical Support Coach (TSC)

Roles & Responsibilities:

. Provided technical support for Dell Desktops, Notebooks, and Dell

Wireless network products, through

phone and e-mail for Dell US Customers

. Installing, Configuration & Troubleshooting of Microsoft Operating

Systems and applications

. Installed and configured printers, wireless adapters, Dell routers and

peripherals.

Networked and configured wireless networks involving multiple Dell

Laptop's & Desktop systems.

. Configured / enabled different security options on dell routers to

avoid unauthorized sharing of

Internet connection

. Documenting resolutions and contributing them to DellTree (Knowledge

Base of Dell)

. Constructively work together as a team, sharing ideas and resources to

achieve Team Targets

. Remain knowledgeable of Dell's product line, policies & procedures and

current technology trends.

. Handled escalations to provide satisfactory solution resulting in

better customer experience

. Providing resolution for escalated issues related to Dell Desktops,

Notebooks & Wireless devices

. Helping technicians to fine tune the call handling procedures

. Auditing calls to ensure technicians are abiding by the policies &

procedures and providing feedback

on the same

. Sending weekly metric reports to the team

. Monitoring the issues handled by new technicians joining the team

. Coordinated with technical trainers in implementing new strategies for

training new hires

. Was effective in driving performance of L1 technicians in the areas of

FTR, Customer Experience, Dispatch Rate, AHT etc by sharing best

practices

. Analyzing daily data/Metrics on a regular basis & identifying the

bottom Quartile technicians

. Providing hands on Technical trainings through lab sessions to ensure

that issues are resolved

. Escalating unresolved issues to L3 Groups or Escalation management

team appropriately for effective

problem resolution.

Professional Highlights:

. Extended Business Trip to Manila - Philippines

. Managed the Wireless Technical Support team for a period of 4 months

Company : M/S SURAJ ELECTRONICS, KT Street, Mysore

Designation : Service Engineer/Consultant

Duration : February 2001 - May 2002

Roles & Responsibilities:

. Assembling and upgrading Computers

. Installing and Configuring of Different Operating Systems and

Utilities/Softwares

. Networking of Two or more Computers

. Troubleshooting Different Hardware and Software related Errors and

Compatibility issues

. Upgrading different Computer Components according to the need of the

customer

PROFESSIONAL TRAINING:

. A+ certification from INDIAN INSTITUTE OF HARDWARE TECHNOLOGY (IIHT)

LTD, MYSORE.

. Soft skills Training course - "Technical Customer Support" involving

Communication and customer

experience at "NEXT", sponsored by DELL International Services.

. CCNA Training from Mohan's Networking, Bangalore

. RHCE Training on RedHat Enterprise Linux 4 from Jetking, Bangalore

. VMWARE training from Venus Technologies, Bangalore

. EMC NetWorker Administration for UNIX and Microsoft Windows Video

ILT training

PROFESSIONAL CERTIFICATIONS:

Vendor Certification

Microsoft Microsoft Certified Systems Administrator on Windows 2000

ID: 3143647 Series (MCSA)

Microsoft Certified Systems Engineer on Windows 2003 Series

(MCSE)

Comptia Comptia Security+ certified professional

ID: COMP001004878708

Planet3 Wireless Certified Wireless Network Administrator - WLAN Administration

ID: CWNP801058 (CWNA)

Exin Foundation Certificate in IT Service Management (ITIL v2)

ID: EXIN004099

Cisco Cisco Certified Network Associate (CCNA) (Expired Feb 2010)

ID: CSCO11152518

RedHat RedHat Certified Technician on RedHat Enterprise Linux 4 (RHCT)

ID: 604************

VMware VMware Certified Professional 3 (VCP)

ID: 25453

SUN Sun Certified System Administrator (SCSA) on Solaris 10

OTHER DETAILS:

Languages : Kannada, Hindi, English

Leisure : Watching Movies, Travel, Trekking, Playing Table Tennis

Passport / : Indian Passport with valid L2 visa & EAD. EAD will expire on 8th

Visa September 2011.

EDUCATION BACKGROUND:

University/College Degree / Qualification

P.E.S. COLLEGE OF Bachelor of Engineering in Mechanical from UNIVERSITY OF

ENGINEERING, MYSORE in Sep 2000 with First Class (60.09%)

MANDYA, KARNATAKA, INDIA.

SARADA VILAS COLLEGE, P.U.C from DEPARTMENT OF PRE-UNIVERSITY EDUCATION in April

MYSORE, KARNATAKA, INDIA 1996 with First Class (70.17%)

SARADA VILAS HIGH SCHOOL, S.S.L.C from KARNATAKA SECONDARY EDUCATION EXAMINATION

BOARD in April 1994 with First Class (76.67%)

MYSORE, KARNATAKA, INDIA

Key Skills:

Hardware Assembling, Maintenance and Troubleshooting of Computer

: Systems,

Troubleshooting Dell Desktops, Laptops & Wireless

peripherals

HP ProLiant Servers

Tape Libraries

IBM 3584/3582/3200, SCALAR ADIC i2000, Sun StorEDGE L1000,

L9, L20

Networking Basic Networking, Wireless Networking & Troubleshooting

:

Backup Software EMC Legato NetWorker 7.x, Symantec Backup Exec 10d,

: AlphaStor

Virtualization VMware ESX 3/4

:

Remote tools Remote assistance, Net meeting, Remote Desktop and VNC

:

IT Service Management ITIL v2 -Incident / Change / Problem Management

:

Operating Systems DOS, Windows 9x/ME/XP, Windows NT/2000/2003, RedHat

: Enterprise Linux 4, Solaris 10

Ticketing system Remedy ITSP / ITSM, Manage Now.

:

Software Packages MS Office Suite

:

Scripting Shell scripting

:

Overseas Travel Details:

Dell International Services -

Extended Business Trip - Manila, Philippines

Duration : 73 Days (July 26TH To October 6TH 2004)

Team : 6 MEMBERS

Role : Trainer / Mentor

Purpose : Was selected to be part of the Extended Business Trip to Manila,

Philippines which was sent to Coordinate with US Team for setting up a

new Dell (SITEL) Contact Center.

Roles & Responsibilities:

. Working with New Hires, managers, and peers to ensure successful Site

Ramp-up

. Coach SITEL Trainers with the Initial Product Training

. Conducted lab session's (System tear down, etc) and Shared the best

practices with the team

. Mentored Technical Support Executives/agents during the initial few

weeks after going Live

. Stressed on Driving Customer Experience by taking ownership and

providing Effective resolution

. Actively participated in Weekly Reviews and brainstorming sessions and

suggested views to improve

the process

. Was involved in the process of Identifying potential agents for L2

positions and Team Managers

. Finding the strength / weaknesses of the team members and suggesting

them steps to improve and

perform

. Provided consistent, timely performance measurement and feedback to

Technicians and reported the

same to SITEL management

Travel to SAIC Peel Park Office, East Kilbride, Scotland, UK.

Duration : 4 Weeks (June 19TH 2006 to July 14TH 2006)

Role : Trainee

Purpose : Knowledge Transfer - to get hands on Training for

supporting Remote Desktop Support Team.

Highlights:

. Was sent to SAIC UK office to attend 4 weeks Knowledge Transfer

program

. Visited client place to understand the client setup and support

requirements

. Met local support teams at different ScottishPower sites to understand

the roles & responsibilities

. Was instrumental in starting the new service line (Remote Desktop

Support) in India

. Prepared/Planned Knowledge Transfer schedule & trained new team

members.

Place: Cedar Rapids,IA Deepak

Mahadevappa

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