Herbert Samson John

• Worked on various Accounts involving- Technology, IOT, Cloud Services and IT-Support & Opeartions.
• Managed delivery of best in class Support services to customers around world. Mentored with Level 2/Level 3, Engineering Team and Product Team on escalated Customer concerns.
• Used agile techniques and methodology to transform the experience in client engagement in a fast paced data driven driven environment.
• Analyzed patterns and trends through information to mitigate risks and drive to resolution.
• Oversee end-to-end operational aspects, including Application and Infrastructure Support, Productivity, Utilization, Quality, Incident, Problem, and Service Level Agreements.
• Demonstrated success in spearheading improvement initiatives across operations, engineering, and support domains in 3 Core pilot projects with 100% CSAT.
• Managed P1/P2 incidents involving vendors, ensuring active vendor management for timely resolution. Keeping the Stakeholders informed on the progress.
• Address customer issues promptly and effectively to deliver superior service to both internal and external customers. Resolve incidents and problems within agreed Service Level Objectives (SLOs) and Key Performance Indicators (KPIs).
• Collaborated with application vendors and service providers, both internal /external organizations.
• Driven continuous improvement initiatives by proactively identifying issues and risks that may affect IT services. Implemented preventive measures to enhance service quality and operational efficiency.
• Adhered to IT policies and procedures. Conducted knowledge transfer sessions within the team to foster a culture of continuous learning and knowledge sharing.
• Instrumental in providing input to technical support teams to minimize recurring patterns in incidents and security threats. Offered 360 feedback to technical, application, and project teams for fast incident resolution and system enhancement.
• Ensured large deployment in projects is handled with seamless upgrades adhering to the best practices.
• Coordinated with relevant stakeholders to ensure successful project execution, with minimal disruptions and delays.

● Having 9+ years of industry experience in Application Support, RDBMS, SQL Database

● Experience in Troubleshooting, complete root cause analysis of defects and resolving application issues escalated from end users. ● Experience in Infrastructure Support, Configuration and Release Management.

● Experience in Incident Management, Change Management / Configuration Management and Problem Management.

● Highly motivated, energetic & positive individual with demonstrated professionalism, high-degree of flexibility, resourcefulness & commitment coupled with proven abilities to analyse, multi-task & adapt, handling tasks under high-pressure environment.

● Equipped with strong problem-solving & interpersonal abilities, with the ability to grasp, analyse situations & implement solutions, wherever required.

● Review services before they go live in production.

● Design proactive monitoring and metrics against supported environments.

● Focus on automation to remove human intervention and improve scalability & reliability.

● Produce accurate technical design specifications to the appropriate detail.

● Deliver customer value in the form of high quality hardware, software components and services in adherence with IaaS and release engineering policies on Security, performance, longevity and Integration

● Coordinate and troubleshoot complex technical issues until resolution

Worked for the project Pearson Technology USA

• To ensure that applications currently being used by end users/external clients should be up & running all the time.
• Monitoring of production servers (Application, Web, and Citrix) and to ensure that all servers are in healthy state.
• Tracking of problems via Incident management, problem management and to follow the ITIL procedures to meet the SLA specified by external clients/business.
• Backend/Frontend Monitoring Platform/Database: UNIX/Linux, Windows, Citrix, Informatica.
• Escalation to business SMEs as per the severity of the reports to resolve the data issue on time and to ensure that all reports should get delivered within SLA.
• Monitoring of application's via thick & thin client to ensure that environment is up & running for end users before and after business hours.
• Hands-on experience on VSphere (VMware) to monitor the production servers/infrastructure. Application, Web, Citrix servers monitoring with the help of windows PERFMON tool for health/stabilisation and to track the processes running in the background utilising high CPU/memory.
• Knowledge around Informatica v9.6 repository, Workflow monitor for extracts loading activities into Data Warehouse, remediation of technical issues for ETL jobs failure.
• Database blocking/Replica Growth- track via Diagnostic manager tool & follow up with Database Administrators.
• Working and raising Incident, Problem, Change tickets via Ticketing Tools

• Reviewed technical documents and collaborated on customized design to achieve process improvement and compliance.
• Trained users on desktops, laptops and mobile devices.
• Presented business leaders with cost-benefit and return-on-investment estimations to drive project planning and execution.
• Analyzed client business processes to propose optimal software applications for unique requirements.
• Advised executives on IT selection, providing information regarding innovations, processes and considerations.