Hi, I’m
Gopal Rastogi
Lucknow
Summary
Experienced and results-driven RDS Lead with over 10+ years in IT support and Remote desktop operations. Proven expertise in managing teams, optimizing service delivery, and implementing ITIL best practices. Adept at coordinating technical support, reducing downtime, and enhancing end-user satisfaction. Looking for new opportunity can join on very short notice. Currently working with HCL TECHNOLOGIES as Senior Specialist from March 2021 Worked with HCL BSERV as Senior Product Engineer from March 2014 – Jan 2016 As part of assignments, I have experience of Broadband and Email Troubleshooting, Incident management, RDS, Commvault. Server Monitoring and Data Centre Operations. An effective communicator with demonstrated organizational abilities in diagnosing and resolving complex issues Ability to quickly pick and adapt to new technologies and create expertise over time. Ability to research and trouble-shoot application problems. Highly motivated team player and always eager to learn new technologies. Ability to multi-task under pressure and work independently with minimum supervision.
Overview
11
years of professional experience
1
Certification
Work History
HCL Technologies- Merck
L2 Backup Lead
06.2023 - Current
Job overview
- Providing support as Level 2 Backup Admin within the SLA provided by the customer. We are using Service now as a ticketing tool to work on Request and resolving backup and Commvault issues by following (ITIL) process.
- Monitoring commvault console, tickets and taking the action necessary to meet SLA.
- Initiating Backup and Restore jobs upon the request.
- Having good knowledge on Commvault Deduplication scenario
- Having experience on virtualization and VMware backups
- Restoring the VM Machines/File level restore using Commvault
- Troubleshooting failed backup jobs and restarting jobs manually if required.
- Administrating the Backup environment using Commvault (Version 11)
- Performing regular health checks on the server in terms of hardware and OS.
- Responsible for providing on-call support during the non-business hours (Weekends).
HCL Technologies
Team Lead SD/RDS Operations- Consumers Energy
07.2017 - 06.2023
Job overview
- Lead the team in RDS & incident Mgmt. We are using Service now as a ticketing tool to work on Request and resolving Major incident & RDS issues by following (ITIL) process
- Lead a team of 30 support analysts providing Level 1/2 IT support for end users across multiple locations.
- Monitor ticket queues, assign tasks, and ensure timely resolution of incidents within SLAs.
- Analyze trends in issues and implement proactive measures to reduce recurring problems.
- Collaborate with IT teams to escalate and resolve high-priority incidents.
- Conduct regular performance reviews and training sessions for team members.
- Report service desk performance metrics to IT management and suggest improvement strategies.
- Actively worked towards real-time incident resolution activities and selecting appropriate escalation for executive and management escalation updates
- Worked with the Major Incident Manager to facilitate the resolution of high-severity outages, impacting IT infrastructure.
- Identified and confirmed performance problems and notifies Managers/Leaders
- Create and maintain all case notifications within target service level agreements.
- Addressed escalations and improved the process through daily auditing the transactions and sharing feedback regularly.
Team Lead SD/ Incident Management / DC OPS - SC.Johnson
Team Lead
03.2016 - 05.2017
Job overview
- Lead the team in SD & incident Mgmt. Responded to technical support requests via phone, email, and ticketing system issues by following (ITIL) process, Handling high priority critical incidents.
- Leading a team of around 20 resources with proper Manpower Planning activities like weekly roster, Break Schedule, Shift management etc.
- Responded to technical support requests via phone, email, and ticketing system.
- Installed, configured, and maintained desktop hardware, software, and peripherals.
- Escalated complex issues to appropriate support tiers and tracked resolution status.
- Provided onboarding support for new hires and conducted user training
- Managed changes, incidents, and problems across multiple data center environments to protect production and disaster recovery systems critical to business success.
- Managing and deploying servers, builds and maintaining server monitors using various tools.
- Compose, review, and carry out changes to the servers and network infrastructure across all sites in accordance with the Change Management process.
- Optimize system performance by monitoring, troubleshooting issues, and scheduling upgrades to maintain a secure and reliable environment.
- Managing outage for servers and generating logs for various Application.
- Provide on-call support, troubleshoot, and resolve application issues.
HCL Bserv
Senior Product Support Engineer- British Telecom
03.2014 - 12.2015
Job overview
- Worked for BT (British Telecom) process in My Help and Support, troubleshooting the queries of UK customers related to Broadband, Email and IPTV (Television).
- Responsible for maintaining CSAT scores.
- Subject Matter Expert– provides training and process knowledge to new recruits.
- Promoted to 2nd level of support, i.e., BT Yahoo MAC
- Troubleshooting problems of UK customers regarding BT mail, McAfee antivirus.
- Troubleshooting on IPTV of BT customers.
Education
Indian Institute of Management & Training
MBA from Marketing & IBM
Lucknow University
B.Sc from Maths
Skills
- Core Competencies
- Data Centre Operations
- Incident & Problem Management
- ITIL Framework
- Process Improvement
- Backup Tool Commvault
- Remote Support Tools (eg, SCCM, GTA,Remote PC)
- SLA & KPI Monitoring
- Team Leadership & Coaching
- Team Management
- Technical Troubleshooting
- Ticketing Systems (eg, ServiceNow, one view, Remedy)
- Windows Support
- Technical Skills
- Remote Desktop Services
- Active Directory
- Commvault
- Office 365
- SCCM
- ServiceNow
- Windows 10/11
Certification
- TOEIC English proficiency certificate.
- Various other HCL inhouse certifications done on backup, Infosec, Dev-ops, Project mgmt. etc.
Awards
best agent on the floor in RNR ceremony., HCL Bserv
Timeline
L2 Backup Lead
HCL Technologies- Merck
06.2023 - Current
Team Lead SD/RDS Operations- Consumers Energy
HCL Technologies
07.2017 - 06.2023
Team Lead
Team Lead SD/ Incident Management / DC OPS - SC.Johnson
03.2016 - 05.2017
Senior Product Support Engineer- British Telecom
HCL Bserv
03.2014 - 12.2015
Lucknow University
B.Sc from Maths
Indian Institute of Management & Training
MBA from Marketing & IBM
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