Summary
Overview
Work History
Education
Skills
Certification
Languages
Disclaimer
Skills Profile
Timeline
Generic

Felix P Joseph

Coimbatore

Summary

To work with an organization of repute that will recognize, appreciate and fully utilize my current skills and knowledge, while providing opportunities for growth and career advancement.

Overview

23
23
years of professional experience
4
4
Certification

Work History

Dispatcher

IBM India Pvt. Limited
01.2015 - 08.2017
  • Performing general MIS duties to manage day-to-day operations with other team leaders and Managers.
  • Generating accurate Customer satisfaction & dissatisfaction reports (CSAT & DSAT) and analyze the appropriate metrics and provide necessary data to management in order to drive the floor and attain better results.
  • Updating and maintaining the new employees details & tracking their training performance
  • Escalation Handling (Leading the Bridge calls)
  • Infrastructure management
  • Strong client relationship management skill.
  • Mentoring the team on process and technical growth.
  • Good in Technical Written Communication.
  • People Management experience and a good team player.
  • 2 Years & 7 Months

Technical Consultant cum Team Lead

Redington Gulf FZE (India Branch)
06.2012 - 01.2014
  • Set up a centralized Call Center for the international customers of Redington Gulf MEA region and taken care of the end to end operations.
  • Provided IT solutions to various customers across the MEA regions for the Server and Storage implementation.
  • Installation and configuration of Server, PC, note book and other IT devices.
  • Installation and Configuration of network devices.
  • Provided remote support to Onsite support Engineer in Lufthansa and Cathay Pacific Airlines.
  • This includes system monitoring, ticket handling, hardware and software maintenance and periodical inspection of their IT devices.
  • Proficient in Windows Operating System and MS Office packages; in installation and management.
  • Experienced in DHCP, DNS and VPN configurations.
  • Provided remote support to Onsite support Engineers while Installation and maintenance of various branded servers, PCs and note books.
  • Escalation Handling (Leading the Bridge calls)
  • Infrastructure management (Data Centre, Storage, HP Servers and Tape Libraries
  • Strong client relationship management skill.
  • Mentoring the team on process and technical growth.
  • Good in Technical Written Communication.
  • People Management experience and a good team player. (Managed a team of 10)
  • Have experience of evaluating multiple vendor products for Managed Hosting Infrastructure business.
  • Technical Skills
  • Designing and validating complex solutions.
  • Strong analytical skills on product evaluation and certifying.
  • Configuring and Maintaining the Storages MSAs
  • Installation and troubleshooting of Following SAN Devices. DAS (MSA Storages), SAN switches.
  • Tape Libraries (ESL, MSL).
  • Installation and Administration, Trouble shooting HP Proliant, Blade servers.
  • Configuring and Managing cluster (MSCS, Service guard).
  • Planning the Executing the task through Change Management process.
  • Patch analysis and installation.
  • Configuring RAID Technologies and server Utilization, Performance Analysis.
  • 1 Year & 7 Months

Technical Solutions Consultant – I

HP Global Soft Ltd.
07.2007 - 04.2010
  • Products Handled:
  • HP NAS Servers, Storage works, Tape Libraries, Knowledge of networking and Communication - hardware & software protocols (Microsoft products).
  • Job Description & Activities:
  • Supporting the Customers and the Onsite CE remotely to help/ resolve the issues. Provided on-line/e-mail support.
  • Collecting the logs/ reports from the field and do a detailed analysis on the logs. Suggesting /recommending the plan of actions which needs to be carried out in the server/ storage products to the Onsite engineers.
  • Installation & Configuration of HP NAS Servers using RAID Controllers, Storage works, Tape Libraries.
  • Supporting Field Engineers, finding solutions with the help of resource kits and Internet Web Sites of respective vendors.
  • Technical Skills
  • Providing telephonic and e-mail support for customers and onsite engineers by handling all break fix calls by trouble shooting and log analysis for HP MID range storages and storage servers. Handled new installation issues and customer queries. Handled customer escalations. Done performance monitoring of servers and storages. Being compliance with quality policies.
  • Handled additional responsibilities as Queue Manager to ensure that no calls are left unattended in the Queue for the specified timeline and assigning them to the resources based on the call volume and resource’s availability.
  • 2 Year and 9 Months

Sr. Customer Support Engineer (Onsite)

Hewlett Packard India Sales Ltd
12.1998 - 03.2004
  • Products Handled:
  • Net servers: E Series – E-40 & 45, E-60, E-200, E-800 L Series – LC II, LC - 3, LC-2000 & 2000 R, LD Pro, LH 3 & 3r, LH 4 & 4r, LH 3000 & 3000r LH – 6000 & 6000 R
  • Storages: MSAs & RS/12 disk enclosure.
  • Tape storages: HP – DAT & DLT drives Ultrium drives & Autoloaders. Troubleshooting: Using HP tools – HP Diagtols, Netraid
  • Compaq Proliants: The Servicing of DL & ML series.
  • HP Proliants:
  • DL series - DL360 series, DL380 series, DL560 series, & DL580 series.
  • ML series - ML110 Server series, ML350 series, ML370 series, ML530 series, ML570 series & ML750 series.
  • Storages:
  • HP StorageWorks Modular Smart Array 500 Storage, MSA20 Storage Enclosure, MSA30 DB Enclosure, Modular Smart Array 1000, MSA1500 SCSI.
  • HP StorageWorks NAS b2000, NAS b2000.
  • Tape storages:
  • HP StorageWorks DAT Tape Drives, DLT/SDLT Tape Drives, Ultrium Tape Drives, Ultrium Autoloader & Business Class Tape Libraries (MSL - 5000 & 6000 series with SCSI channel connectivity).
  • Job Description & Activities:
  • Network & Cabling
  • Installation & Configuration of managed & unmanaged Switches and Hubs.
  • Tracing and Troubleshooting of fault cables/port & Network points.
  • Installation & Configuration of structural Data cabling.
  • Strong understanding of NTFS & shared folder permissions, Implementation of Active directory DC, Catalog Servers, Trust-relation
  • Ship, replication topology, Using MMC, Group policy to secure child & parent Domains. Using Disk Quotas, Compression, and Encryption. Securing Win2k Networks. Dynamic & Basic Disks, Configuration & recovery of RAID 0 & 5, mounting spanned Volumes.
  • Servicing of HP PC’s both Onsite & RTB products: Laptops & all range of HP Peripherals - Laserjets/Deskjets/Plotters.
  • Handling Customer escalations and leading a team of 8 onsite CE’s.
  • Customer Support for Multiple Clients Maintained and Supported Computers ranging from Servers, Desktops & peripherals with Windows NT, 95,98, Dos, and Novell Network OS.
  • Installation & Troubleshooting of win95, 98, MS Office. Lotus Smart suite.
  • Installation of Windows NT & Novell NetWare Networks.
  • Plan, Design and Implementation:
  • Planned, designed, Implemented MS WINDOWS NT-4 on HP Net server LH-4 server and configured 30 nodes with server high availability & Near-line backup for the various customers as given below.
  • Managed & administered the file system security, user profiles, local security & group policies also.
  • Clients:
  • New Century Hospitals Ltd., Chengannur, Kerala, India.
  • GTN Textiles Ltd., Kochi, Kerala, India.
  • Nokia Projects – BPL & ESCOTEL mobile services.
  • Additional Responsibilities:
  • Resource Planning & Allocation Multi-Project Administration for the radius of 200 KM in Kerala (Central & Northern (Onsite service).
  • Service Delivery Systems and Quality Management.
  • In charge of the technical coordination for 2 branches Cochin and Calicut.
  • 5 Years and 6 Months

Customer Support Engineer (Onsite)

ACCEL AUTOMATION LTD.
01.1996 - 01.1998
  • Products Handled:
  • IBM / HP & Assembled PC’s, IBM, HP Netservers, COMPAQ Proliants, IBM Think Pads, Dot Matrix Printer like EPSON,TVSE, WIPRO
  • Etc., Multiple Clients Maintained and Supported. Computers ranging from Servers, Desktops & peripherals with Windows NT, 95, 98, Dos, and Novell LAN Systems.
  • Job Description & Activities:
  • Installation & Troubleshooting of win95, 98, MS Office. Lotus Smart suite.
  • Installation of Windows NT & Novell NetWare Networks.
  • Structured Cabling System.
  • Planning and designing:
  • Planned, designed, Implemented SCO UNIX 5.0 on IBM Netfinity ranges of server and configured 30 diskless nodes with server high availability & Near-line backup for The South Indian Bank Ltd. Erode. (TN). Managed & administered the file system security, user profiles, local security & group policies also.
  • Planned, designed, Implemented Novel Netware 4.11v on IBM Netfinity ranges of server and configured 10 diskless nodes (using remote boot) with server high availability & Near-line backup for VST MOTORS LTD., Salem. (TN)..Managed & administered the file system security, user profiles, local security & group policies too.
  • Planned, designed, Implemented Novel Netware 5.11on IBM Netfinity ranges of server and configured 10 diskless nodes (using remote boot) with server high availability & Near-line backup for the customers HOTEL L.R.N Excellency. Salem. (TN) and NILGIRIS DEPARTMENTAL STORE, SALEM (TN). Managed & administered the file system security, user profiles, local security & group policies too.
  • 1 Year and 6 Months

Service Engineer

INIT SYSTEMS, Pvt. Ltd.
01.1996 - 01.1997
  • Products Handled:
  • Onsite support for assembled and Compaq desktops and all range of peripherals.
  • Activities:
  • Installation & troubleshooting of assembled and Compaq desktops.
  • Fixing breakdown calls.
  • 6 Months

Junior Engineer

Auro Electronics
04.1994 - 10.1994
  • Products Handled:
  • Microprocessor based Leather Area Measuring machine.
  • Activities:
  • Installation, Quality Control & Troubleshooting of Leather Area Measuring machine.
  • 6 Months

Education

Diploma - Electronics & Communication Engineering

Christ the King Institute of Technology
Coimbatore, Tamil Nadu
01.1994

Skills

  • Dynamic Technical Consultant with rich, cross functional exposure of 21 years’ experience in IT - Hardware Support & Dispatching
  • Proficient in Servers, NAS/SAN Storages, Tape storages, System management tools, products and backup Applications
  • Demonstrated abilities in ensuring proper communication, cooperation & coordination with various departments for excellent work output
  • Dynamic and proactive professional with a flair for connecting with people across all levels and nurturing, as well as fostering their development to their utmost potential
  • Matured approach and have successfully delivered the technical supports in IT environments
  • Conducted Technical trainings
  • Seasoned professional, with planning, execution, monitoring and resource balancing skills and ability to handle multiple functions and activities in high pressure environments with tight deadlines
  • Highly motivated, positive and goal-oriented, with demonstrated professionalism, attention to detail as well as the ability to be a good team player
  • Worked as a Dispatcher for IBM’s Cloud based Backup solution center
  • Handled the HP service Centre in Kochi, Kerala for their excellent business output
  • Set up a centralized call Centre for the international customers of Redington Gulf MEA region and taken care of the end Handled additional responsibilities
  • Servers: HP & Compaq range of servers (wintel based) Compaq - PL, ML, DL & BL series & HP - Net servers
  • Storage: SAN & NAS HP (NAS, AIO Solutions, MSA 500/1000/1500 &2000 series), D2Ds, SFS 20s
  • Tape Storages: Compaq TL 891 DLT Library MSL 5026 SDLT Library & MSL 5026/5030, 6030/6060 MSL G3
  • Range of products like MSL 2024/ 4048/8096, HP Library, HP Autoloaders, and HP near line products like Standalones DLT, SDLT, and Ultrium Drives -
  • Operating system: Windows – NT4, Windows 2000, 2003& 2008, Novel Netware 22 / 312 v HP – UX (Installation and Maintenance)
  • Linux (Basic Level)
  • Domain Skills:
  • Worked on customized CRM/Ticketing tools
  • IBM - BMC Remedy - SDE tool, HP – Fireman
  • Possess good Knowledge on MS Excel, Word & PowerPoint

Certification

  • ASM (Agile Scrum Master)
  • MCP (Microsoft Certified Professional - Server Virtualization with Windows Server Hyper-V and System Center Specialist)
  • ITIL V3 Certified (Foundation Certificate in IT Service Management)
  • PMP (Completed the 36 hours PDUs and planning to give the exams)
  • ADCHM (Advanced Diploma in Computer Hardware Maintenance & Networking)

Languages

Tamil
Advanced (C1)
English
Advanced (C1)
Hindi
Intermediate (B1)
Malayalam
Upper intermediate (B2)

Disclaimer

Name: FELIX.P.J Sex: Male Date of Birth: 20 November 1973 Education: DECE. Diploma in Electronics & Communication Engineering – Christ the King Institute of Technology (presently known as Christ the King Polytechnic College) Coimbatore – 641032, Tamil Nadu. 1994 Passport No & Validity: P3363981 Exp: 21/08/2026 I hereby declare that the above details furnished by me are true to the best of my knowledge. Yours truly, Felix P Joseph. 17/12/2022 Coimbatore.

Skills Profile

Dynamic Technical Consultant with rich, cross functional exposure of 23+ years’ experience in Hardware, Networking, Infrastructure Support & Management.

Timeline

Dispatcher

IBM India Pvt. Limited
01.2015 - 08.2017

Technical Consultant cum Team Lead

Redington Gulf FZE (India Branch)
06.2012 - 01.2014

Technical Solutions Consultant – I

HP Global Soft Ltd.
07.2007 - 04.2010

Sr. Customer Support Engineer (Onsite)

Hewlett Packard India Sales Ltd
12.1998 - 03.2004

Customer Support Engineer (Onsite)

ACCEL AUTOMATION LTD.
01.1996 - 01.1998

Service Engineer

INIT SYSTEMS, Pvt. Ltd.
01.1996 - 01.1997

Junior Engineer

Auro Electronics
04.1994 - 10.1994

Diploma - Electronics & Communication Engineering

Christ the King Institute of Technology

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Felix P Joseph