Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Arnab Chakraborty

Kolkata

Summary

More than five years of experience in the IT industry ,always focused on responding quickly and effectively to critical business emergencies in order to maintain service levels and prevent lost revenue. Well-versed in enhancing processes, managing teams and leading improvements. Advanced skills in (Monitoring network in sorlerwind and if respond to the alert as well ).

Overview

7
7
years of professional experience

Work History

Network and Wintel Infra L1

Wipro Technologies
Hyderabad
10.2019 - Current

Back up ,Wintel Network Infra L1 and Service Desk L2 Administrator

  • Monitored backup and storage system to ensure optimal operation and cost effective for the account.
  • Work on Cloudbery or MSP360 setup on onprem server , Installation of the software, Create Back up plan on Amazon S3 glacier as per the recommended policy by client .
  • Handel Amazon S3 cloud server - create storage and policy like : Gold , platinum . Set backup plan for Daily and weekly basis backup of the server.
  • Azure: Check recovery service vault and backups on daily basis , Schedule planed back up , and troubleshoot if failed .
  • Recover data from the backup if reported by individual user .
  • Schedule back ups as per change activity planed by other teams .
  • Health check for IBM server rack , and send Health and backup report on daily basis for backups on Azure backups , Amazon S3 backups .
  • For network I have to make sure all the network related ticket are checked and updated and respond in timely manner.
  • If any alert come to the queue , we need to find out the alert and need to check the the alerted node is pinging successfully .
  • If the switch /Ap is down we need to check with the on-site engineer of the power status of the circuit.
  • If the backup circuit is down , we need to make sure if the primary circuit is up and running .
  • We need to log a case with Vendor to fix the issue ASAP.
  • If we found any latency for an area we can log in into Ruckus portal to find out the traffic of that particular AP
  • We have to make sure all the network device are updated and running smoothly .
  • Being a part of the L1 wintel infrastructure team we have to make sure all the server is up and running as well
  • I have to mange admin credential for the entire service Desk team .
  • I need to make sure the requested person get the correct access to the correct server with correct roles .
  • I have to provide the access for the shared folder from the server level.
  • I have to fix the Heartbeat Failure/ not response , Cluster recourse Failure alerts.
  • If not fixed need to escalate with L2 cloud team.
  • Worked as Service Desk Service Desk Administrator L2 as well
  • Handling Day to Day tickets , Taking call chats and response email.
  • Try to make FCR more than 85%
  • Monitor backlog tickets created by L1 team .
  • Doing off business hours shift to run the business perfectly .

Major Incident Manager

  • Leading and coordinating incident response teams.
  • Identifying and analyzing the root cause of incidents.
  • Send communications to service desk and stakeholders.
  • Developing and implementing recovery plans.
  • Communicating effectively with stakeholders.
  • Reporting on incident resolution and lessons learned.
  • Available for 24/7 to address the issue and take the ownership and involve respected teams.
  • If required involve vendor team to the call and find out their dependency on that incident .
  • Make sure if the P1 and P2 alerts are also closing within SLA .

Tool Used for this job roles

  • Service Now.
  • Bomgar as Remote Support
  • Active Directory
  • Remote desktop
  • Azure portal for backup - Recovery vault
  • Cloudberry app for Amazon S3 backup
  • Amazon S3 to monitor and configure backup
  • CPM portal to configure s3 backup as per policy
  • Solarwind portal to monitor network status
  • Ruckus portal to Monitor APs

Software and IT Support Coordinator

R.S.Consultancy
Kolkata
05.2017 - 09.2018
  • Assisted clients in accessing and utilizing community resources to meet their needs. Developed and maintained relationships with external service providers. Provided crisis intervention services, as needed. Completed assessments of client needs and preferences.
  • I was appointed as an on sight IT support engineer for 3months at the time of project testing at Maldives for Hulhumale Hospital
  • Healthcare project :It was end to end crm development and testing dedicatedly as the client needs. Language : .Net with MVC4 and back end was SQL server.
  • Create report in Crystal reports from data set , and check daily updates from IT team and do the manual testing of the work flow and preset to the clients .
  • Work as coordinator and and make communication in between It team and client team .

Tool Used for this project

  • .Net Dataset and crystal report
  • SQL Server 2008 , 2008R2 , 2012
  • Excel for tracking day to day work

Education

Bachelor of Technology - Computer Science And Engineering

Rcc Institute of Information Technology
Kolkata
07.2015

Skills

Major Incident Manager

  • Provide critical support, incident response, and technical management to internal/external customers
  • Reported all customer-impacting events to customers in a timely and professional manner while complying with documented ITIL processes
  • Directed engineering teams to facilitate the investigation / resolution of Pearson-based Production Major incidents using ITIL methodologies
  • Developed the metrics and monitoring for identifying and evaluating the impact and likelihood of incidents
  • Created, maintained and published Problem Management processes through detailed documentation that was validated regularly through a review process
  • Practice proactive problem management to prevent incidents, errors and problems through statistical analysis and identification of underlying trends
  • Fine-tuned service management processes that deals with unplanned service interruptions
  • Supplied escalation support, problem diagnosis, and resolution of complex customer system issues

Back Up Role

  • Storage and backups scheduled if any planed change
  • Removing unwanted backups by create planed change
  • Each month do restore test plan
  • Check Health reports and ping reports of the server and share report to the other team as needed
  • Share backup reports on daily basis
  • If back up job fail do troubleshoot
  • Schedule the backup in off business hours so that server availability there in business hours
  • If any plan change or patching reports by another team make sure the complete back up or file system backup done as informed by the patching team
  • Add servers under policy and recovery vault as informed by the teams how business critical it is
  • If required do the restore after patching If it not success under planed change window
  • Send report to all stack holders about the back up reports
  • Need to check the weekend backup status

Network Role L1

  • Monitor alerts and fix
  • IOS Patch management for switch raise change for it
  • Open the service desk network queue ,ensure all the tickets are respond with in SLA
  • Keeping the network device update always , if required involve vendors

Wintel/Cloud Role L1

  • Monitor alerts , solve the alerts within SLA
  • Send daily report before the business start time of the servers
  • Provide access to certain group from AD for certain application
  • Provide access for the requested share folder
  • Raise change and do the patching for the servers and restart the server post patching out off business hours
  • Keep the server updated and check the disk space for high availability
  • Open the service desk wintel infra queue ,ensure all the tickets are respond with in SLA

Accomplishments

Solarwind
  • 1/6/2021- Horizontal movement in Wipro. (From A band to A3 band)
  • 1/12/2021- Get Vertical movement in Wipro .(From A3 band to B1)

Timeline

Network and Wintel Infra L1

Wipro Technologies
10.2019 - Current

Software and IT Support Coordinator

R.S.Consultancy
05.2017 - 09.2018

Bachelor of Technology - Computer Science And Engineering

Rcc Institute of Information Technology

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Arnab Chakraborty