Hameed Ghouse Maricar

Work History

Evertz India Pvt Ltd

12.2022 - Current

Installed and configured Evertz manufactured products at customer sites as per requirements.
Respond and provide technical direction to customers regarding operational issues, TCP/IP, DNS, HTTP firmware upgrades using coding and general maintenance, Data Infrastructure, Data Models.
Assess the customer’s product application, troubleshoot and diagnose issues through research connectors and/or re-creation to determine the root cause and change management.
Develop Creating instances in AWS CloudWatch, cloud pricing and other cloud services.
Develop and implement ways to deploy workloads to the cloud application.
Attend all emails and enquiries on RMA related debugging issues.
Major Broadcasters include the National Basketball Association, Major League Baseball and Verizon.

Evertz India Pvt Ltd

06.2021 - 12.2022

Engineered a systematic approach to addressing network-related customer inquiries, resulting in a 50% decrease in ticket escalations and contributing to a more efficient customer support workflow automation across the department.
Led the implementation of a new ticketing system for hardware issues, resulting in the efficient tracking of over 1,000 hardware-related incidents, streamlining the resolution process across the customer support team.
Conducted root cause analyses on recurring hardware failures, identifying key trends that led to a 50% reduction in support tickets related to specific devices, optimizing resource allocation for the support team.
Implemented a tiered alert escalation strategy that prioritized alerts based on severity; this initiative decreased unnecessary escalations by 25%, ensuring critical issues received immediate attention from senior staff.
Reporting to network security team regarding network-based threats.

Fujitsu Consulting

10.2019 - 04.2021

Client: Royal Bank of Scotland
Experienced IT Service Engineer with a demonstrated history of working in information technology.
Skilled in escalations management, process management, technical and Monitoring. Focused to provide smooth application managed services to clients.
Handling Application support to customer communication.
Load Balancing, Service Level Agreement, Web Technologies like HTML
Handling escalations related to Virtual Machine mapping, Account unlock, Self Service Password reset, RSA Token Mapping/ Unlock
ID creation, Deletions and Access, Role Group Creations doing services delivery
Remote and Mail Support, Profile creation, Deletion, Migration and Reset
RSA Token (Soft\Hard), Reset and Synchronization, Virtual Machine Reset
Established a detailed monitoring protocol that tracked 200+ system alerts daily, leading to improved incident response times and a noticeable 15% reduction in recurring issues; enhanced overall system performance and reliability.
Profile creation, deletion, migration and reset

Comodo Security Solutions

08.2018 - 09.2019

Checked Devops tools like Kibana, Zabbix, Jenkins, AWS Cloudwatch, Lambda, L1 support Engineer, Antispam, Log analysis. system and server monitoring, NOC, Incident management.
Complete ownership on L1 activities in other cloud computing and computer networking
Involved in high priority issues. Analyzed, investigated, and escalated security incidents to customers
Analyzing the tickets in Support board and Reporting to L2 team and involved in problem Management activities