Sujesh A K

Managing HCL Technologies Limited's IPAM, Network Insight, Reporting etc.

Handling IPAM configuration, migration activities and other Infoblox
related activities.

Deployment, configuration and management of Network Insight
appliances.

Working with automation team to automate reports using Infoblox WAPI.

Train the L1 Team on the IPAM Devices Onboarding Procedure.

Leading the Remedy Workflow of DHCP Scope Automation Project.

• Https://www.linkedin.com/i n/sujesh-ak-9bbb5516/
• Software and Skills
• Infoblox DDI (DHCP, DNS and IPAM)
• Very Good Infoblox NetMRI (NCCM Tool), Infoblox NetMRI and DDI Expert
• Work with the Enterprise Network team to implement Discovery Services for the entire customer network according to their requirements
• Act as an escalation point for Infoblox Support Engineers
• Take over critical/complex customer issues and work towards the resolution
• Troubleshoot customer environments, provide Root cause Analysis and recommend workarounds/architecture changes
• Work Closely with Sustaining Engineering to recreate issues in-house involving cross-platform scenarios.

• Work with 3rd party integration like VMware
• Basic knowledge in BMC Discovery.

• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Served as primary point of contact for support relating to owned solutions and products.

• Designated for process of ATT Connectech Tier 3 Support for residential U.S customers
• AT&T Connectech Remote Support Service includes Enhanced Support, Remote Advanced Set Up & Service
• Scope of support for ATT Connectech is mentioned below
• Manage day to day activities like Configuring MS outlook, Windows mail, Mac mail, Entourage, Wireless devices, Windows OS X and Mac OS X applications
• Setting up additional devices on an existing Home Network (wireless devices such as PCs, laptops, smart phones, tablets, etc.)
• Setting up Apple Airport Express and Airport Extreme
• Wired or Wireless Routers/Hubs/Bridges/Modems
• File and Printer Sharing on Windows and Mac
• Troubleshooting most Popular Anti-Virus/Firewall Security Software Suites
• Installation and upgrade of browsers in Windows/Mac
• Operating System related issues including Boot issues, BSOD, OS repair and installation
• Troubleshooting for all office software suites and 3rd party applications
• Install, configure and troubleshoot the soft wares remotely using Logmein powered software
• Handling Tickets which was escalated from L1 & L2 level of ATT Technical Support Team
• Port forwarding and Port triggering for router with Home networking
• Troubleshooting and configuration for Wireless printers
• Setting up Wi-Fi and Wired storage devices
• Assistance for Virus removal
• Setting up Static IP address for internet connection configuration
• Configuration and troubleshooting for DVR setup
• PC optimization and slow browsing.

• Manage day to day, Configuring MS outlook, Password reset, Account lockout issues, first level troubleshooting of network and mainframe printers, Wireless & VPN Configuration etc
• Troubleshooting Roaming and Local profile issues
• Managing Exchange Server 2003 (Level 1), Creating & managing mailbox stores
• Creating the users, OU, and applying Group policy
• Creating Global and Local groups for Network shared folders and assigning permissions to users
• Application deployments to the Windows client workstations through Net deploy groups from Active Directory
• Managing and Maintaining of Shared Folders
• Install, configure and troubleshoot the software remotely (PC Anywhere, Remote Desktop, Net meeting & Dame Ware Mini Remote Control)
• Handling Tickets which was escalated from L1 & L2 level (ANZ applications & Desktop related issues)
• Application deployments to the Windows client workstations through Net deploy groups from Active Directory
• Install, configure and troubleshoot the software remotely (PC Anywhere, Remote Desktop, Net meeting & Dame Ware Mini Remote Control)
• Receive, track, and resolve end-user calls for both Melbourne and Bangalore users

• HESS and Phi Medical
• Remote Infrastructure Monitoring role involves 24
• 7
• 365 end-to-end monitoring of the infra- structure
• Console Monitoring and responding to system, hardware, application events ,file system space issues
• Creating problem tickets, record and route problems to appropriate support groups
• Facilitate and/or make service restoration decisions/recommendations (engage the Account Team as required), ensuring that internal notification and escalation activities are executed
• Queue Management and Validating severity classification of the problem
• Monitor production operating system, and devices
• Participate in HSBC (High Severity Bridge Calls), Escalating as required
• Process Adherence (High Severity Alerts -> Check Tickets for process breaches)
• Report Consolidation (Alert Logs)
• Ensure procedures are implemented and followed
• Maintain process & procedure documents in QMX (Add, Delete, Update)
• Identify training requirements for the pool (process & technical)
• Change Review (Weekly)
• Unix Job Scheduling, Monitoring and Restart
• Job Scheduling, monitoring and restart role involves creating jobs in the SAP environment as well in autosys, monitor them for failures, and escalate them as per severity
• Schedule on-request batch jobs that require immediate execution
• Invoke resolution and restart procedures in case of failures in the batch jobs
• Assist in resolving batch scheduling conflicts (non- application) (root cause analysis and change management)
• Participate in the Problem and Change Management process to ensure that availability objectives are met.

• First point of contact for all technology related support incidents, as well as regional hub for global escalations
• Ensure effective and efficient on-call operations support for migrating businesses, data communications migrations and upgrades
• Investigate and resolve 78% of first level inquiries while maintaining the pre-defined ACD statistics and strictly maintain defined SLA’s utilizing online knowledge base and technical knowledge
• Online technical support to more than 12000 users working JP Morgan Chase, for over 6 locations
• Installation and troubleshooting of Operating Systems, Lotus Notes and Outlook (E-mail clients) and other Desktop application calls using remote control tools like IBM Tivoli ,LAN Desk and Windows Remote Assistance
• Assigning RSA Securid to users, configuration and administration
• Troubleshooting of various client applications like CITRIX 1st level troubleshooting, Mainframe (AS400, PCOMM Sessions, Telnet), VPN and other applications used at JPP Morgan
• Coordination with Singapore, US, HK and UK supports for resolving and escalating various applications relating problems.