Windows Server Change Management

VALARMATHI DEVARAJ, ITIL® V* Foundation Certified, Microsoft Certified Professional

*******.**********@*****.*** / +1-856-***-****

Permanent Resident of United States of America

Professional Summary:

I am an experienced IT professional having around 12+ years of IT experience in Windows Systems Administration, Incident Management, BMC Remedy, Problem Management, Change Management.

I am an objective oriented and flexible person seeking to handle any sort of responsibility and challenging assignments to harness my skills and knowledge. I like setting goals and working towards achieving them.

I would like to be a part of an environment that promotes team effort and provides opportunity for value based growth as well as career advancement while making a significant contribution to employer organization.

Managing and maintenance of windows Server 2003, windows Server 2008 and windows server 2012.

Worked on different bug fixes within Incident Management, Change Management, Asset Management and Problem Management

Able to troubleshoot high severity issues within the agreed SLA and finding the root cause of the problem using the knowledge gathered over the years.

Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practice.

Monitored the tickets using tickets monitoring tool that is BMC Remedy,ServiceNow,PROLIN Smart Client.

Worked on Monitoring tools like Splunk, Wily Introscope and Control Tool by Microsoft.

Real Time & continuous follow-up with global support teams for Critical incident resolution.

Ensure that the Incident record is fully updated prior to Problem Management handover.

Responsible for sending all Incident notifications as per agreed process.

Chair Bridge calls for effective coordination, incident resolution, service restoration.

Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution

Follow the global Service Restoration Management Process.

Ensure Incident Time line Report is created immediately after resolution.

Provide input to and coordinate the development of the Network Incident Report (NIR) and the Root Cause Analysis (RCA), including initial recommendations to prevent the re-occurrence of a similar incident.

Willingness and ability to easily adapt to learn any new technology or software.

Excellent communication, interpersonal, managerial skills and positive work attitude and self-motivated to work independently and as well as in a team. Good understanding of both business processes and technical development.

Education:

Bachelor of Engineering in Electronics & Communication, Anna University (India).

Certification:

AXELOS Certified ITIL® V3 Foundation in IT Service Management (PEOPLECERT Certificate# GR750316375VD, June 2017)

Microsoft Certified Professional - Windows Administration (License B854-0238, June 2009)

Certified ANIIT (Accelerated National Institute of Information Technology) Software Engineering.

Awards:

Awarded the ‘GEM (Going Extra Mile) Award’ at ‘Dell Perot Systems’ for the first quarter in 2009 for efficiently managing the offshore team of 4 members by initiating quality process and team activities.

Awarded the ‘BRONZE award’ by ‘Bank of America’ for the period May 2011 for excellent contribution to Incident Management and continuous follow-up on scheduling downtime for HW maintenance.

Technical Skills:

Products : BMC Remedy ARS 6.3,7.1,7.5,ITIL, Splunk, Wily Introscope, Microsoft Control Tool

Operating Systems : Windows 2003 /2008/2012

Microsoft Servers : Windows 2000 Server, Windows Server 2003, Windows Server 2008, Windows Server 2012, AD

2003, AD 2008

Application Servers : Microsoft Active Directory 2003/2008, DHCP, DNS, Microsoft Internet Information Services (IIS)

6.0/7.0

Protocols : DNS, TCP/IP, FTP, SMTP, HTTP

Backups : Tivoli Storage Manager, CommVault and Net backup

Professional Experience:

NJM Insurance Dec 2019 - Present

Incident coordinator

Responsibilities:

Perform ticket analysis, service interruption analysis, follow-up with relevant teams for resolution.

Ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID).

Perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs.

Ensure timely resolution or escalation within the agreed SLA

Create positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude.

Follow standard operating procedure and update checklists for quality assurance and progress tracking.

Ensure crystal clear communication and documentation as point of contact.

Manage the lifecycle Problems to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented.

Coordinate the resolution of complex infrastructure problems with multiple teams.

Collabera / JPMorgan Chase, Delaware Feb 2016 – Sep 2016

Application Support Analyst

Responsibilities:

Respond to application alerts and issues

Level-2 troubleshooting Applications/Infrastructure issues within benchmarked SLA’s

Responsible for reporting production impact details and communicate to management.

Adhere to standards and processes for incident resolution.

Maintain production support run documents for each application/

Analyze and drive to Root Cause Analysis

Strong knowledge of using tools such as Splunk, Wily Introscope, Microsoft Control Tool,Keynote,Madness

Collaborate with Level-3 Application development/Engineering teams for additional support

Implementing, Measuring and Improving all processes, procedures, and activities required to ensure maximum availability, utility, flexibility, and responsiveness of the production environment.

Assist in testing and monitoring system changes implemented by the organization.

Ensure compliance with JPMorgan Policies and procedures.

Dell Services, Dallas, Texas Dec 2011 – Sep 2013

Major Incident Manager

Responsibilities:

Worked with Incident Management (Maximo, Service Center, BMC Remedy,Service Now)

Monitoring issues of hardware using HP SIM.

Providing front end support for the internal employees of the organization.

Logging the incidents to remedy application for which source of incident would be either through call or through email.

Providing the initial work around solution to minimize the impact of the incident.

Create problem ticket to find the root cause for the re-occurring of incidents and create RFC for the implementation of the root cause.

Assigning the incidents to the back office support team people for next level of support.

Responsible for the entire cycle of incident starting from incident creation to the closure of incident.

Co-ordination with the different support team for the follow up or resolution of the incident as soon as possible and escalate to the higher level if required.

Adherence to the SLA of the incident response and resolution time.

Following up with the end user on the resolution of the issue and re-open the incident if required for the issue which is not fixed and close the incident based on the feedback of the end user.

Participation in audit activities related to the Incident Management.

Monitoring the status and progress towards resolution of assigned Incidents

Bank Of America, Chennai, India Sep 2010 – Nov 2011

Senior System Engineer

Responsibilities:

Worked with team members in EMEA and US regions to provide L3 support.

Responsible for handling incidents, Service requests, Implementing changes, RCA for the Severity 1 & Severity 2 incidents reported.

Creating/Modifying Group Policy Objects through change control.

Deal with all kind of permission issue both NTFS and Share permissions.

Actively participating on quarterly EMEA mandatory security patching.

Carried out server decommissioning proactively as per the defined process in time to save the budget.

Develop & establish operating policies, ITIL practices, internal controls & best practice approaches for computing and IT systems/services; evaluate overall operations of computing and IT functions & recommend enhancements.

Worked with Maximo/ITSM Change Management (Fast track/Normal/Emergency changes).

Actively participating in the team meeting, discussing about processes/technical issues, understanding the Statement of work.

Attended Weekly meetings with onsite manager and discussing about accomplishments/issues and challenges/Next steps (Weekend activities, new initiatives).

Fetching team work reports from ticketing tools and preparing monthly schedule adherence reports in the desired format to provide it to higher.

Managing both low and high-severity incidents across the entire incident life-cycle in accordance with availability, resolution and restoration SLAs.

IBM (Network Solutions), Bangalore, India Jun 2010 – Aug 2010

Technical Support Executive – Systems

Responsibilities:

Active Directory Services (Global Catalog, Sites, Replication, Bridgehead Servers, Trust Relationships),

GPO’s and DFS.

Support on call schedule for Production support.

Installation and configure of IIS 5.0.

Installation and configure of DHCP, DNS, FTP on windows server 2003.

Printer Installation & troubleshooting.

DELL - PEROT Systems, Bangalore, India May 2008 – Mar 2010

System Administration – Intel Technician

Responsibilities:

TSM backup and restoration on servers.

Service packs & Security patches updates.

Remote support to servers in different locations.

Exchange management through console, health checks, monitoring.

Downloading/Updating the packages from FTP server.

Ticket management – Handling the tickets escalated by Service desk and Helpdesk.

Daily monitoring of servers for critical errors.

Online support to developers in Product development.

Finding the route cause for the events and escalating to problem management.

Monitoring and Managing Servers in case of system failure due to file system, Application, DB, Security, etc., and analyzing the problem strategies, generating the reports to submit to the engineering team to rebuild the server.

Generated reports for Daily activities in Production environment.

Created reports for Change management for upcoming processes.

Experience in Managing IBM Tivoli.

Supported 24/7 environment.

Co-ordinate with hardware/Network/Storage teams for problem resolution.

Maintained high level service level agreement (SLA).

ITIL processes - Incident, change and Request management.

All processes are being followed as per the standards set by the Organization and as per the requirements of Clients in specific cases.

Daily Service Review.

Service Restoration.

Root Cause Analysis.

Change Management.

Escalation and Notification.

Attending CAB (Change Authority Board) meetings and representing the change on behalf of team

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