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Tata Consultancy ServicesIT Analyst
Oct. 2023 - Dec. 2023Thiruvananthapuram, Kerala, IndiaL3 Azure Administrator Specialist
USTAssociate II - Cloud Infrastructure Services
May. 2022 - Jun. 2023Thiruvananthapuram, Kerala, IndiaWindows & Azure Infrastructure L2/L3 Support Specialist * Raise/Resolve L2/L3 Incidents and service requests within agreed SLA.
* Close/Resolve L1/L2 tickets or If required escalate to next level.
* Provide first and second level of support for all infrastructure and application incidents by meeting the Response and Resolution SLA. Troubleshoot failed SCCM deployments and SCCM health issues.
* Resolve incidents and SRs within agreed timelines. Execute change tasks for infrastructure.
* Implementing ITIL Framework best practices actions on Incident, Problem, Change, Event and Service Management.
* Proactive alerting and notifying stake holders during critical incidents and escalations. Provide appropriate inputs to stake holders during Major incidents. Contributing towards ensuring IT uptime, and documentation.
* Follow up on tickets based on agreed timelines manage ticket backlogs/last activity as per defined process.
* Repetitive alert analysis for finding high ticket generating CIS. Adhere to ITIL best practices.
* Escalate within organization/customer peer in case of resolution delay.
* Understand OLA between delivery layers (L1 L2 L3 etc) adhere to OLA route the tickets to relevant queue initiate intimation respective teams/customer based on defiled process.
* Carrying Out Daily Checks & Monitoring 24/7 Emails and Consoles.
* Creating tickets according to the priority and assigning to the right team.
* Done Monitoring and managing of network, bandwidth and servers using Network monitoring applications.
* Monitoring through monitoring tools and reporting to the onsite team.
USTSystems Engineer
Feb. 2020 - Apr. 2022Thiruvananthapuram Area, IndiaWindows & Azure Infrastructure L2/L3 Support Specialist * Raise L1/L2/L3 Incidents and service requests within agreed SLA.
* Close/Resole L1/L2 tickets or If required escalate to next level.
* Provide first and second level of support for all infrastructure and application incidents by meeting the Response and Resolution SLA. Troubleshoot failed SCCM deployments and SCCM health issues.
* Resolve incidents and SRs within agreed timelines. Execute change tasks for infrastructure.
* Implementing ITIL Framework best practices actions on Incident, Problem, Change, Event and Service Management.
* Proactive alerting and notifying stake holders during critical incidents and escalations. Provide appropriate inputs to stake holders during Major incidents. Contributing towards ensuring IT uptime, and documentation.
* Follow up on tickets based on agreed timelines manage ticket backlogs/last activity as per defined process.
* Repetitive alert analysis for finding high ticket generating CIS. Adhere to ITIL best practices.
* Escalate within organization/customer peer in case of resolution delay.
* Understand OLA between delivery layers (L1 L2 L3 etc) adhere to OLA route the tickets to relevant queue initiate intimation respective teams/customer based on defiled process.
* Carrying Out Daily Checks & Monitoring 24/7 Emails and Consoles.
* Creating tickets according to the priority and assigning to the right team.
* Done Monitoring and managing of network, bandwidth and servers using Network monitoring applications.
* Monitoring through monitoring tools and reporting to the onsite team.
Freelancer.comG Suite and Office 365 Administrator
Jul. 2019 - Feb. 2020Thiruvananthapuram, Kerala, IndiaAct as helpdesk and receive calls from users and provided proactive support.
Done tenancy configuration/federation & email migration in G-Suite/O365 environments.
Had done troubleshooting application and installations through remote support tools.
Had expertise in tenancy configuration/federation & email migration in G-Suite/O365 environments.
SC SoftSupport Engineer
Sep. 2018 - Jul. 2019Thiruvananthapuram Area, IndiaWindows & Azure Infrastructure L1 Support Specialist * Provides Support for Users through remote support tools.
* Windows Desktop support and Windows Server Management.
* Installing OS and required applications on desktops and laptops.
* Using automated diagnostic programs to solve network problems.
* Application Support, Monitoring & Managing the client infrastructure
* Act as helpdesk and receive calls from users and provided proactive support.
SC SoftSupport Engineer in Monitioring
Sep. 2018 - Jul. 2019Thiruvananthapuram Area, India* Supported the Service Desk team as a reliable PoC.
* Handling incidents and requests through ticketing tools.
* Carrying Out Daily Checks. Monitoring OEM Console and NPM Tool.
* Checking McAfee and Sending Daily reports. Followed well established guidelines and SOP.
* Monitoring and managing of network bandwidth using Network monitoring applications.
* Backend Server Monitoring through monitoring tools and reporting the onsite team.
* Categorization and Closing of Tickets in Manage Engine SDP Ticketing tool.
* Contacting On-Site team through phone and email as a part of monitoring,
* Works in alignment with Windows, Linux and Service Desk support teams.
* Updating knowledge bases with details of common problems and resolutions.
* Working with customers/employees to identify computer problems and advising on the solution.
UpworkTechnical Support Specialist
Feb. 2015 - Aug. 2018Thiruvananthapuram Area, IndiaTech Support is a project designed to support computer systems, applications, softwares and hardware applications. I Provide Support for users through remote support tools like team viewer and through Skype. Roles and Responsibilities * Administration and Management of Google Apps, Office 365
* Processing software’s and hardware’s by coordinating user setups, installations and upgrades.
* Configuration and resetting the network access accounts whenever required.
* Installation of new hardware’s and software’s.
* Using automated diagnostic programs to solve network problems.
* Provides Support for users through remote support tools.
* Using Social Media Tools to Promote and Find Customers.
Freelancer.comDigital Marketer
Feb. 2015 - Aug. 2018Thiruvananthapuram, Kerala, IndiaAs Digital Marketer My Duty is Write Blogs and promote them. Write contents for websites. Use social media to promote website and get more people engaged in my content. Build social media pages to promote website and make people engage with my content. Grow My Network Using Social Media.
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