Dinesh A

Cell: +91-978*******

adixv3@r.postjobfree.com

Career Objective:

To work in a challenging and dynamic environment, which gives me an opportunity to add value to the company and enhance my knowledge and Continuous development of upgrading knowledge by execution of vested responsibilities by the organization with loyalty and integrity. Certification completed : ITIL V4.

Tools Used : SCOM, Citrix, Manage Engine(ME), OWS,Solarwinds, SCOM, VMware Horizon, Nagios, Insead 24/7, Xymon, Sime Darby. Ticketing tool : SERVICE NOW, BMC Remedy,HPSM, Temip. Current Employment:

Working as Network operation Engineer (NOC Incident Management ITIL) in Getronics at Bangalore. Designation: NOC ENGINEER (Incident Management ITIL PROCESS) Project : GLOBAL OPERATIONS (BELGIUM, UK, Malaysia) EXP :: Network operation(Monitoring and Troubleshooting), Incident and Event Management,Change and Fault management,Data centre monitoring.

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Job Responsibilities:

● Experience working in a 24x7 environment to monitor and troubleshoot the Network and server issues,troubleshooting server / network problems in Data Center.

● Initiate and facilitate the following ITIL processes: Incident Management, Request

● Fulfillment, Access Management, Problem Management, and Knowledge Management.

● Work with management to provide continual service improvement of our service desk processes and knowledge base. Monitor the Incident Management queue,

● Assigning/Reassigning and follow up of tickets as per SOP.

● To prioritize workload, and escalate high priority calls to the Service Desk Manager,

● Incident Manager or Service Operations Manager as necessary.

● Server & Application Monitors (SAM) monitors the health and performance of multi-vendor servers. Monitor server response time, packet loss, and network latency. Track CPU, memory, and disk usage, and forecast when capacity will run out.

● In SolarWinds NPM keeps an eye on includes network equipment, such as routers and switches; endpoint devices, including terminals, desktop PCs, and mobile devices; and office equipment, such as printers

● Monitored network devices like routers, servers, switches, Cisco Firewall and open view the network node and troubleshoot the network performance, uptime traffic analysis to networks and responded quickly to incidents

● Knowledge of network monitoring support tools such as Nagios, Splunk. Used Nagios and SolarWinds to monitor Databases, Servers, ESX hosts, and Network Components.

● Responsible for routine backups, new server deployment, SAN management and maintenance, MS SQL Server administration, server performance/uptime monitoring.

● Experience managing large incidents and supporting root cause analysis. Performing the daily monitoring of the networks health and status.

● Experience in Windows, UNIX, Network Operating systems.

● Providing out of hours on-call support cover as part of the 24 7 on-call rota.

● Works with the Major Incident Manager to facilitates the resolution of high-severity outages, impacting IT infrastructure.

● Provided timely updates to customers prioritizing the severity of the issue (Sev-1, Sev-2, Sev-3) and within the scope of ITIL standard SLA.

● Performed as Major incident Coordinator during high priority issues and outages.

● Implemented, maintained and monitored Network Security.

● Resolved end-user problems and made necessary modifications to the operating system, network software, and hardware configurations.

● Use of monitoring tools to diagnose and troubleshoot network failures.

● Managed control protocols for LAN / WAN infrastructure.

● Ensured proper DNS, IP, Firewall, VPN, and server configuration for customer networks.

● Identifies and confirms performance problems and notifies Managers/ Leaders.

● Create and maintain all case notifications within target service level agreements

● Analysis of P1 and P1 impacting incidents, primarily involving large scale infrastructure issues or high risk data or application issues.

● Familiarity with trouble ticketing systems (ServiceNow)

● Providing regular incident and change notifications (planned & unplanned) to impacted lines of business and senior managers with appropriate data including business impact, application affected and relevant details regarding incident resolution.

● Made sure the all critical and major incidents are addressed within SLA and OLA response and sending out the critical alerts for such incidents.

● Monitoring the High priority tickets and acting accordingly.

● Run the Bridge call for all Critical incidents with all required teams and stake holder.

● Follow ITIL procedure for effective quality delivery and ensuring restoration of service as per the agreed SLA.

● Create problem ticket and assign to problem management team for identifying RCA Previous Employment:

1.) Worked as a ENGINEER(GNOC ITIL) in Huawei Technology (Payroll Ikya) in Bangalore. Project :South Africa.

Job Responsibilities.

● Ensure highest availability of Network & Services by resolving faults/handling incidents effectively.

● Coordinate with Customer to create ticket in case of Field tech unable to trigger the External alarm

● Perform network diagnostics to re-mediate detected/reported network incidents.

● Provides technical Tier 5 support for network problems and simulation of network issues

● Manage incidents and network performance within SLA's, OLA's and KPI's.

● Manage incident management bridge calls with support teams, on-call support application teams and management

● Uses sound judgment in determining priorities and enlisting support of other internal groups to prevent any compromise in service quality for Visa internal and external customers. Previous Employment.

Worked as a SENIOR INCIDENT MANAGEMENT ENGINEER (SNOC ITIL) in VODAFONE LIMITED(Payroll Evolve Technology) at Pune. .

Job Responsibilities:

● Work with ITSM tools team on any required tooling changes needed to support process improvements on an ongoing BASIS.

● Overall day to day responsibility for the Incident Management process

● Continuous development & daily management of service quality focused on increasing customer satisfaction via reduced Meantime to Repair, decreased ticket aging times, and increased data quality

● Pro-actively identify opportunities for service improvements; directly address and eradicate unacceptable levels of service for our customers and ourselves

● Point of contact / support for any required audit or compliance group inquiries with regards to the incident management process

● Manage the operational support and oversee remediation activities with designated extended managed service providers.

● Provide a professional second and third technical support for Enterprise Network Management customers

● Provide third and fourth level of troubleshooting for legacy customers and customers owned networks

● Monitor systems, customer networks and products, and deal with alerts and events as appropriate

● Experience with firewall deployment, operation and management.

● Contributing to creation/execution/closure/storage of change management tickets, MOPs, and Incident reporting.

● Schedule jobs, manage & troubleshoot alerts, carry out off-site storage activities and batch monitoring and processing.

● Excellent understanding of technologies, operating systems, networking, anti-virus, back-ups, systems and firewalls

Previous Employment:

I worked as a NOC ENGINEER in GTL Limited (Payroll Innov source) PUNE. Designation : NOC Engineer (Network Operation Center) Job Responsibilities :

● Provide for continual monitoring, SLA awareness and reporting of all Priority 1 and Priority 2 incidents

● Lead technical teams and provide guidance in resolution within SLA timeframes, ensuring all needed service areas

● Communicate with all levels of management regarding Priority 1 and Priority 2 incidents

● Support rotating on-call support for Priority 1 and 2

● Perform initial Priority assessments and mediate Priority assessment disputes

● Facilitate the restoration of service; facilitate discussions and identify resulting action items

● Ensure the correct technical staff is working on an incident

● Escalate issues during the issue resolution

● Facilitate and support lessons learned reviews

● Engage with the incident response team and lead the process of documenting event details, creating incident response letters (either when requested or proactively based on severity), obtain proper approvals and distribute final client facing document

● Provide professional technical support for all Voice issues received

● Provide updates to the customer as needed to meet performance objective. Academic Qualification.

B.E: 2016 PASSED-Electronics and Communication Engineering stream from Perunthalaivar Kamarajar Institute of Engineering and Technology, Karaikal, Pondicherry University With 80 %. .

HSC : 2012 PASSED - From Bonne Nehru hr sec school with 88%. SSC: 2010-PASSED-From FSDA English High school with 95.4% PERSONAL PROFILE

· Name : DINESH A

Father Name : ARUNACHALAPATHY

Gender : Male

Date of Birth : 09/08/1994.

Languages Known : English, Telugu, and Tamil & HINDI. Declaration:

I hereby declare that all the information furnished above is true to the best of my knowledge and assure you that I will work in the right earnest and fulfill the expectations of my superiors.

DATE: Your sincerely,

PLACE: DINESH A

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