Technical Support Management

Denzil Edmond Fernandes

E mail: **********@*****.***

Phone: +91-992*******

Targeting challenging senior technical/operational assignments to provide expertise gained in the domains of IT Project Management/Server Management with a growth oriented organization and ensures top line profitability by making optimum utilization of the resources

Location Preference: Hyderabad, Bangalore, Pune and Mumbai

Qualitative experience of 2.2 years in UNIX(Solaris) System Administration, Networking, Technical Support and Server Management

Expertise in management of entire server operations with experience in setting up /maintaining server networks

Skilled in the management of operating system, network and applications with experience in configuring and troubleshooting various issues

Expertise in performing systems backups, restore procedures, file replications & script management for servers, thereby monitoring servers on proactive basis for service interruption, server performance & backup failures

Gained knowledge of ITIL concepts- Incident and Change Management

Knowledge of Server Migration and Decommission, Disaster recovery (DR Test), Bash Shell Scripting, Tape Library and Tape Management Commands and Juke-Box Commands

Worked on Solaris 8/10/11 upgrades projects and have expertise with SMF utilities, Zone Configuration, ZFS file systems and LDOMs virtualization

Capable in managing complete project activities, ensuring timely deliveries as per defined timelines and quality standards

Proficient in analyzing customer & network needs, evaluating end-user requirements, custom designing solutions and troubleshooting for complex information systems management

An effective leader capable in working with teams during the project, guiding them & enabling knowledge sharing

Key Impact Areas

Server Administration Incident Management Installation & Configuration

Solaris System Administration Network Security Management Troubleshooting

Technical Support Networking Operations Client Servicing

Technical Skills

Platform: UNIX: Sun Solaris, 8, 10, and 11, AWS basics

Hardware: x86, Sun SPARC Platform: Sunfire-T-series

Sun Tape Library: SL150

Networking:TCP/IP, NFS, FTP, SSH, DNS

Tool: Putty, Legato Networker (Backup Tool), Remedy tool

Education

MCA from The Don Bosco Institute for Post Graduate Studies and Research in 2015

B.Sc. from St Xavier’s College of Arts, Science and Commerce, Goa University in 2011

Employment Details

Wipro Technologies, Hyderabad Jun’15-Present

UNIX Administrator (L2)

Key Result Areas:

Performing day-to-day technical support operations including analyzing, troubleshooting and resolving technical problems related to servers

Providing L2 support to clients on Unix Servers; working on Escalated Major/Critical incidents

Building & maintaining servers, documentation & procedures, addressing performance bottlenecks & ensuring maximum server uptime

Taking regular backup of server data & planning efficient storage, monitoring the use of network management tools, server tools & advanced troubleshooting skills

Performing tape cloning activities; troubleshooting problems pertaining to the server administration, application conflicts and system bugs

Addressing queries regarding the information system/software & extending onsite support to the clients; maintaining directory including security domains, user profiles & other resources on the network

Executing server patching; building servers, decommissioning servers, configuring, installing tools, applying patches and transitioning servers to production support

Configuring Zones and Zones File system for Resource Sharing; maintaining Enterprise Servers and Storages, Operating Systems, Clusters, Storages, File Systems, Databases and Applications and Operations;

Monitoring user administration by creating, maintaining user’s accounts and groups

Formatting and partitioning of hard disk; mounting file system and Administrating

Recording and classifying received incidents and undertaking an immediate effort in order to restore a failed IT Service as quickly as possible

Assigning unresolved incidents to appropriate Tier 2 Support Group

Logging all Incident/Service Request details, allocating categorization and prioritization codes

Keeping users informed about their Incidents’ status at agreed intervals

Associating incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors)

Verifying resolution with users and resolving Incidents in ITSM tool; escalating major incidents to the Incident and/or Problem Manager

Escalating incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator

Maintaining file systems; checking and repairing file systems and monitoring file system usage

Implementing security tools like SETUID, SETGID and STICKY BIT on file system for providing secure access & Access Control List (ACL) for users and groups

Setting up Password-less authentication between various servers; troubleshooting NFS, FTP, SSH related issue

Configuring FTP, Telnet and SSH services on the machine; connecting direct installation and upgrades

Creating Jumpstart Server and managing file systems; administering Network Printers and System Processes

Scheduling jobs using CRONTAB & AT utility; managing NIS, NFS and sending mail server

Maintaining Service Management Facility (SMF) in Solaris ; creating ZFS, NFS file systems on Solaris environment; participating in on-call activity to provide 24 7 technical support

Monitoring alarms using Remedy 8 ticketing tool and resolving the issues within predefined SLA defined by the client; creating tickets by using remedy tool

Selected Achievements:

Successfully cleared TReND.Nxt (Wipro Internal Assessment)

Recognized by my project team for automating a script which in turn reduced time to manually perform the task

Previous Experience

Omnitel Pvt. Ltd. Mar’09-Jun’09

Network & Wireless Network Connection Administrator

Internship

Web Blend Solutions (Webbles) as Web Developer (Intern) Jan’15-Jun’15

Trainings

Oracle Solaris 11 System Administration L2-Level organized by Wipro Technologies

CCNA – Cisco Certified Network Associate organized by IP- GATES

Hitachi VSP training conducted by Wipro Technologies

Trained in Linux and AIX platforms

Academic Projects

Rent A Ride (Online Renting of Bikes)" in 2015 as a part of Internship, Used Code Igniter MVC Framework in PHP for Programming and BOOTSTRAP for Designing, and MySQL as the Database

"Bestflatdeals (Online Real Estate)" in 2015 as a part of Internship, Used Code Igniter MVC Framework in PHP for Programming and CSS, BOOTSTRAP for Designing, and MySQL as the Database

“Car, Crane and Traffic Signal Animation” in 2013 as part of Data Structures Course, used C Graphics

"Online Examination System” in 2011, St Xavier’s College

“Online Pharmacy” in 2014 as a part of ITA project

Extracurricular Activities

Participated and secured 1st place in Gaming in an Inter-Collegiate event, GATEWAYS, organized by Christ University, Bangalore, held in September 2014

Secured 1st place in News Reporting and Gaming in an EPITOME in an Inter-Collegiate event, EPITOME, organized by St. Aloysius College, Mangalore, held in March 2014 and March 2013

Recognized as a Member of the Xavier’s I.T. Forum and was on the organizing committee of Xavier’s Battlegrounds 2007 2008 (an inter-collegiate IT Competition held at St. Xavier’s College, Mapusa)

Active member of the Wipro Cultural and Sports Teams and recently won the Volleyball and Football tournaments held by Wipro

Personal Details

Date of Birth: 16th November 1990

Languages Known: English & Hindi

Address: H no 68/1, Aden Ville, Jacknim Vaddo, Parra, Bardez Goa

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