Benya Antony
Bangalore
Summary
IT professional with expertise in VMware Cloud infrastructure and network monitoring, backup management, and virtual machine lifecycle management. Proficient in tools like Veeam, SolarWinds, and ServiceNow, ensuring optimal system performance and enhancing customer support. Strong problem-solving skills with a focus on maintaining operational integrity and providing 24/7 client assistance.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Support Engineer
BIOS Middle East, A ZainTECH Company
Bangalore
10.2022 - Current
- Infrastructure and Network Monitoring: Ensured the reliability of servers and systems, maintaining optimal network performance during peak times.
- Backup Monitoring: Managed and monitored backup solutions using Veeam, Veritas, SolarWinds, vCenter, and Event Viewer to address issues promptly.
- VM Management: Handled the creation, decommissioning, configuration, migration, and troubleshooting of virtual machines in VMWare.
- Documentation and Ticketing (ServiceNow): Enhanced customer experience through effective support, training, troubleshooting, and communication regarding system changes.
- Alert Monitoring: Monitored and resolved alerts related to connectivity, agent status, disk usage, memory, antivirus, websites, URLs, and HTTPS using the Sysmon (N-able) tool.
- Client Reporting: Provided VMware cloud utilization reports for clients and supported the UCCX (Finesse application) for 24/7 voice and chat assistance.
- Daily Tasks: Conducted daily monitoring of Zerto Disaster Recovery, backups, vCenters, datastores, event logs, repositories, and applied necessary patches.
- Backup Recovery: Actively involved in recovering backup files and restoring VMs using the Veeam backup tool.
- IT Support Ownership: Took ownership of Level 1 and Level 2 IT requests for client infrastructure, resolving issues or escalating them to the appropriate teams in a timely manner.
- Tools and Technologies: Proficient in using ServiceNow, IT Glue, SolarWinds Backup, Sysmon, Veeam Backup & Replication, Zerto Disaster Recovery, Walix, Cisco Meraki, FortiClient, Office 365, NetApp Storage, and Carbonite Replication.
Customer Service Executive
ZikZuk Technologies Private Limited
Hyderabad
09.2021 - 09.2022
- Provided prompt and courteous service to customers via phone, email, and chat.
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Maintained accurate records of customer interactions, transactions and comments in the database system.
- Assisted with customer inquiries related to product information, order status, returns and exchanges, billing issues and more.
- Processed orders accurately and efficiently in accordance with company policies.
- Performed follow-up calls to customers regarding their inquiries or orders.
- Developed strong relationships with customers by providing knowledgeable advice on products and services.
- Monitored customer feedback regularly to identify areas for improvement in services offered.
- Ensured that all customer queries were handled quickly and professionally.
- Administered management of Jira tickets
Customer Service Representative
Eben Telecom Pvt. Ltd
Kochi
11.2018 - 09.2021
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Contacted customers about potential service upgrades, new services and account changes.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Mentored junior team members and managed employee relationships.
Education
Bachelor of Science - Computer Science
St.Antony's College
Peerumade, Kerala03-2018
Higher Secondary Education - Computer Science
Amalambika Convent English School
Kumily, Kerala03-2015
High School Education -
Amalambika Convent English School
Kumily, Kerala03-2013
Skills
- Monitoring: Server performance, connectivity, URLs, services, disk usage, memory, and CPU utilization
- Ticketing Tools: ServiceNow
- Backup and Replication: Veeam Backup, SolarWinds, Veritas, Office 365, and Carbonite Replication
- Disaster Recovery: Zerto (ZCC, VRA, ZVM)
- Cloud Technologies: VMware (IaaS, SaaS, DRaaS, PaaS, BaaS), Private Cloud, and Azure Cloud
Certification
- Zerto Certified Associate
- ZCP: Enterprise Engineer
Languages
Tamil
First Language
English
Proficient (C2)
C2
Malayalam
Proficient (C2)
C2
Declaration
I hereby declare that the details and information given above are complete and true to the best of my knowledge
BENYA ANTONY
Timeline
Support Engineer
BIOS Middle East, A ZainTECH Company
10.2022 - Current
Customer Service Executive
ZikZuk Technologies Private Limited
09.2021 - 09.2022
Customer Service Representative
Eben Telecom Pvt. Ltd
11.2018 - 09.2021
- Zerto Certified Associate
- ZCP: Enterprise Engineer
Bachelor of Science - Computer Science
St.Antony's College
Higher Secondary Education - Computer Science
Amalambika Convent English School
High School Education -
Amalambika Convent English School
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