ANAND NOSSAM
System Engineer
Bangalore
Summary
A result-oriented professional with over 4+ years of experience, having worked as a Process Associate, Operations Executive, and, at present, working as a System Engineer. Acted as an escalation point for critical concerns with monitoring expertise. Excellence in analyzing information system needs, evaluating end-user requirements. Having excellent interpersonal skills with problem solving, logical thinking and analytical abilities. As a team member with a proven track record of creating SOPs, streamlining workflow and team work environments to enhance productivity. Maintaining an excellent reputation for resolving issues, enhancing customer satisfaction, and supporting general operational improvements.
Overview
5
5
years of professional experience
2
2
Certifications
Work History
SYSTEM ENGINEER
SYNIVERSE TECHNOLOGIES
09.2021 - Current
- Project Titles: A2P (IMN, PMG & MMEA) & P2P (ICSMS, MMS & OCSMS) Messaging platforms
- Roles & Responsibilities:
- Providing L1 and L2 Support by monitoring the production and Application environment 24/7, Troubleshooting and resolving the case
- Performing Initial/Second level investigation and troubleshooting
- Monitoring Servers and Services using Nagios, Metcalf, Netcool and NMS Graphs
- Monitoring health and status of production servers and associated network equipment to proactively identify service impacting events relating to IT, network, and facility conditions and recording the Alerts
- Monitoring System Performance of Virtual memory, Managing Swap Space, Disk utilization and CPU utilization
- Performed extensive resource monitoring and analysis for capacity planning for servers and integrated numerous applications in various environments; created and installed applications
- Taking individual responsibility for resolving issues reported to the NOC from multiple sources including trouble tickets, phone calls and automated alerts from monitoring tools such as the Netcool, Lite NMS and the Dashboards
- Handling production issues by establishing bridge calls with the customer to troubleshoot the problem
- And escalating them according to the documented Principles
- Manage and resolve problems assigned by support/monitoring team
- Working in a 24X7 on call rotation to support critical production environments.
OPERATIONS EXECUTIVE
FINNOVATION TECH SOLUTIONS PVT.LTD
03.2021 - 10.2021
- Hands on experience with the software called Freshdesk.
- Accepting customer requests sent via email and resolving the issue, accordingly
- Involving in providing email support for banking queries
- Proficient in understanding customer issues
- Solving the customer issues in a timely and accurate way.
PROCESS ASSOCIATE
TATA CONSULTANCY SERVICES
08.2018 - 11.2020
- HUMANA HEALTHCARE
- Roles & Responsibilities:
- Hands on experience on ticketing tools called “CA Service Desk “and “Service now.”
- Ticket Monitoring / Assigning
- 24/7 support with Quick resolution of issues
- Handling the requests via call/email from the customers and resolve the issue respectively
- 24/7 incidents monitoring support for business-critical applications
- Working with tickets /Assigning/resolving based on the SLA’s
- System alerts, mails, Generating reports, handling hotline calls and ticket Management
- Early detection and prevention of any disruption/issue
- Creating Incident Tickets & Working with Networking operation team
- Customized Reports, Management Dashboard & automation
- Giving presentations to clients (WSR & MSR)
- Performing periodic and demand-based validation activities on site and providing various business reports to the clients
- Resourceful in ensuring high quality customer experience, elevating customer satisfaction, while adhering to SLAs & work processes
- Excellent written and verbal communication skills.
Education
B.SC. - Computer Science
St. Josephs Degree College (Rayalaseema University)
Intermediate (M.E.C) - undefined
Masterminds Junior College
Skills
Mapping clients' requirements and coordinating with the operational teams in order to get the Issue resolved
Monitoring the overall functioning of processes, identifying improvement areas andImplementing adequate measures to maximize customer satisfaction levels
Preparing reports as per the SLA and assisting in the critical decision-making processResourceful in ensuring a high-quality customer experience and elevating customerSatisfaction while adhering to SLAs and work processes
In times of crisis, coordinating with various departments such as Storage, Applications, Databases and Development
Responsible for providing support during system maintenance, implementation or upgradation
IT SKILLSOperating Systems : WINDOWS (XP, WIN7/10, 2008, 2012 SERVERS)
Monitoring Tools : Dynatrace, Splunk, Nagios, Metcalf, Light-NMS and NetcoolTicketing Tools : BMC Remedy, Swift, Service now, CA-Service DeskSOFT SKILLSLeadership AbilityFlexible and adaptableIndividual contributorCommunicatorCertification
ITIL Foundation Certification Self Paced Training Certificate code: 259180
Additional Information
- I got an "Applause for Team Award" for my outstanding contribution to the process.
- I got a "Star Fleet award" for my continuous learning in the process.
Timeline
SYSTEM ENGINEER
SYNIVERSE TECHNOLOGIES
09.2021 - Current
OPERATIONS EXECUTIVE
FINNOVATION TECH SOLUTIONS PVT.LTD
03.2021 - 10.2021
PROCESS ASSOCIATE
TATA CONSULTANCY SERVICES
08.2018 - 11.2020
B.SC. - Computer Science
St. Josephs Degree College (Rayalaseema University)
Intermediate (M.E.C) - undefined
Masterminds Junior College