AMUTHAVALLI ARUMUGAM

Mumbai, India Å: +91-889******* *: ac1ss7@r.postjobfree.com : Please provide Please provide

Technically competent Business Process & Operations Improvement Analyst seeking a challenging position in the field of IT Infrastructure and development/ ITIL to contribute expertise in Incident, Change and Problem Management using ITIL best practices for maximizing operational efficiency of the organization

CAREER SYNOPSIS

A technocrat with ITIL v3 certification and 10 years of IT experience in the areas of Infrastructure Technology & Service Delivery Management, ITIL Operations Management, Vendor Management, Business Analysis, Solution Architecture, Customer Service and Technical Support

ITIL framework knowledge and operational experience in IT Infrastructure & Management Processes, ITIL V3 Service Delivery & Service Support areas of Service Level, Availability, Capacity, and IT Service Continuity Management; Incident Management, Problem Management, Change Management, Release, Configuration Management and Service Desk Operations

Expert at change and incident management to document monitoring & recovery steps, Infrastructure restoration, technical troubleshooting day-to-day issues within complex IT systems environment

Experienced in end-to-end delivery of complex and strategic IT projects using ITIL best practices and standards

Adept at monitoring & analyzing Incident Management Operations, Process Performance and compliance against Critical Service Levels and Key Performance Indicators and ensuring remediation actions are undertaken in a timely manner

Exceptional analytical, verbal and written communication skills with ability to provide triage, data acquisition and advice on all incidents, regular incident and change notifications to impacted lines of business and senior managers to rapidly diagnose problems and identify immediate resolution

EDUCATION

Bachelor of Engineering (B. E.) in Electronics & Communications from Anna University, Chennai, India - 2006

CERTIFICATIONS

ITIL Foundation Certificate (Information Technology Infrastructure Library) from IT Service Management - 2017

CCNA (Cisco Certified Network Associate) from Vibrant Technologies - 2016

RHCE 7.2 (Red Hat Certified Engineer) from Vibrant Technologies - 2016

TECHNICAL PROFICIENCY

Virtualization

Oracle Virtual Box, VMware, Hyper-V

Operating Systems

Unix/Linux (RHCE 7.0 / CentOS), Windows Server 2012

Applications

Crystal Report, MS Office, Office 365, Lotus Notes

Tools

Google Tool

Programming

HTML, XML

Servers

MS Exchange Server

Database

SQL Server, Active Directory (AD)

AREAS OF EXPERTISE

IT Operations Management

IT Service Delivery Management

Vendor Management

Technical Support & Troubleshooting

Incident Management

Problem Management

Change Management

Service Desk Operations

Business Management

System Administration

Solution Architecture

Project Management

PROFESSIONAL EXPERIENCE

IT Services @ Bombay Scottish School, India Nov’ 2010 - Till date

Handling all service delivery areas like Service Management (Incident, Change & Service) Capacity, Configuration, Availability, Release, Vendor, Quality, MIS reporting and Project Management.

Leading the Service Delivery Management and managing various service lines link LAN, WAN, Storage, Printer, VMware, VOIP and Windows Server.

Managing the entire IT Infrastructures operations including Incident Management, Change Management, Problem Management and Vendor Management.

Ensuring continuous communication and co-ordination with clients if there are any major incidents.

Completing SLA measurements and analyzing management to ensure all commitments are met.

Managing internal audit process to ensure compliance with all operational process.

Meeting senior development and infrastructure managers on a regular basis and client service leads to identify problem areas and working on Service Improvement Plans (SIP).

Associate Engineer @ ACCEL Frontline Limited., India Mar’ 2010 – Nov’ 2010

Managed the maintenance of Hardware/Software systems including Servers, Desktops, Photocopiers, EPBAX systems, printers & the telephone system.

Involved in the administration & maintenance of SQL server, Oracle server, Windows server, DNS server, DHCP server and MS Exchange Server 2003/2000 and Installation & administration of Antivirus servers. (Norton)

Maintained Linux servers for multiple client sites (FTP/SAMBA/SELinux).

Effectively identified and troubleshot minor & critical problems occurring on the Network.

Worked on Active Directory and Domain Management.

Responsible for administering and auditing Security of Systems and Network Resources, managing Data Backups & Restores, providing support, and installation & maintenance of Routers, Switches and FortiGate Firewall.

Systems Engineer @ HCL Info Systems Ltd, India Sep’ 2006 - Mar’ 2010

Instrumental in diagnosing and resolving issues related to desktops and Printers.

Provided maintenance support and break-fix solutions.

Performed administration, configuration and troubleshooting of Windows 2003/2000/XP, NT 4.0 and Unix based O/S like Linux, and installation & administration of Antivirus servers.(Symantec)

Handled mail clients like Outlook, Lotus notes and catered support to Finacle software’s for Bank clients.

Generated weekly and Monthly reports and analysis for the department heads.

RTGs support (Provided technical support via helpdesk systems for a wide range of internal & external applications)

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