Summary
Overview
Work History
Education
Skills
Passport Validity
Marital Status
Personal Information
Timeline
Generic
Irfan U S

Irfan U S

Summary

Structured Lead Consultant driven with13+ years' experience in excellent troubleshooting, issue resolution and Project Management skills. Dependable and driven with record seeing complex projects through to completion. Passionate about bringing changes in businesses. Proficient in conducting primary and secondary research.

Overview

13
13
years of professional experience
4
4
years of post-secondary education

Work History

Senior Consultant-Product Support

SISA Information Security Private Ltd
04.2022 - Current
  • Analyzed customer feedback to identify areas of improvement for products and processes
  • Worked with cross-functional teams to investigate and reproduce customer reported bugs
  • Documented root cause analysis for identified software defects and worked with engineering to ensure resolution
  • Developed and maintained standard operating procedures for product support
  • Monitoring support queue and SLAs, ensuring that all inquiries are addressed in a timely manner
  • Provided technical support within agreed SLA while ensuring that customer satisfaction goals are achieved
  • Good Exposure on Elasticsearch (Indexing, templates, SLM ,ILM).Logstash pipelines configuration and Redis que mangement .
  • Handled Migration projects from Non -Ubuntu OS onpremise client servers to Ubuntu OS for more than 15 clients.Migration activity included creating of server pre-requisites ,Plan of action , execution and validation
  • Good experience working on Unix/Linux and windows environments.
  • Hand-on Experience in creating and managing index’s in Elasticsearch based on requirements.
  • Hands-on experience in writing JSON queries to select/insert/update/delete data in Elasticsearch.
  • Designing and implementing solutions for centralized logs, infrastructure and health metrics, distributed tracing for different applications.
  • Create and manage Elasticsearch Clusters on premise.
  • Fine tune bulk load process.
  • Provide Elastic Search tuning/optimizing based on application needs.
  • Knowledge of industry standards and best practices
  • Active in Key projects and initiatives, ensure systems and processes are in compliance with any new regulations
  • Created product support documentation and Identifying process improvements and collaborating with peers on resolutions and recommendations
  • Generated weekly and monthly reports on support metrics
  • Facilitated workshops with clients to identify pain points, establish goals, and define actionable steps towards achieving desired outcomes.
  • Streamlined project management processes, improving efficiency and reducing overall costs.
  • Managed cross-functional teams to ensure timely delivery of high-quality solutions for various projects.
  • Increased client satisfaction by providing tailored consulting services and effective problem-solving strategies.
  • Evaluated existing business processes, recommending improvements that led to increased operational efficiency.
  • Collaborated with internal teams to develop customized solutions that addressed unique client needs.
  • Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
  • Provided expert guidance on change management initiatives, leading to successful organizational transformations.
  • Built strong relationships with clients through consistent communication and proactive problem-solving efforts.

Senior Systems Engineer

Iron Mountain Services Pvt Ltd
12.2016 - 04.2022
  • Handled all the aspects of Microsoft IIS administration tasks such as day-to-day site monitoring and maintenance, Installation, Configuration, Deploying Applications, Troubleshooting, Performance Tuning and Maintenance
  • Installed IIS and Microsoft .NET framework and registered .NET framework with IIS
  • Supporting .Net Applications hosted on IIS
  • Configured IIS web sites, application pools, virtual directories
  • Having good experience in monitoring IIS application pools, CPU and disk space usage
  • Having good experience on IIS admin service and IIS Application host.config
  • Good experience in analyzing IIS event viewer logs (system, application logs) in troubleshooting the IIS issues
  • Good understanding in troubleshooting the High CPU usage and Internal server errors
  • Hosting new customer on-boarding, managing the Application instances of each customer
  • SQL Jobs creation and monitoring
  • SSRS reports configuration
  • Create Change tickets and engage with resources for Weekly production deployments
  • Experienced in smooth change implementation during production release
  • Good interaction with other teams like Engineering, DBA and network team to resolve the issues immediately
  • Good experience in analysis of event viewer log files to identify the issue
  • Monitoring SQL Jobs and backup and restoring client's databases
  • Troubleshooting Sev1, Sev2 and Sev3 issues with in service level agreements (SLAs)
  • Good experience working on ServiceNow Requests, Incidents, change and problem Tickets.

System Support Engineer

Saudi Aramco Shell Refinery Company (SASREF)
02.2015 - 06.2016
  • To manage day-to-day internal service requests and document all services performed related to Voice, Network and Data
  • Optimized help desk operations through thorough analysis of ticket trends and implementing targeted process improvements.
  • Conducted periodic audits of IT systems to identify potential vulnerabilities and recommend appropriate countermeasures.
  • Provided support to Users utilizing Cisco Call Manager 10.5 and Cisco Unity Connection
  • Performed Administration of Cisco Collaboration CUCM, Unity Connection, Cisco IM and Presence (Cisco Jabber), Cisco Identity Service Engine (ISE), Cisco Prime Infrastructure Manager and Cisco Prime License Manager
  • Installation and configuration of Cisco Jabber for user endpoints like computers and smartphones
  • Manage and troubleshoot Cisco IP Phones, Voicemail, Cisco Jabber and ATA related issues
  • Install and Configure Cisco Any Connect for ISE authentication on user systems
  • Knowledge of SIP and SCCP protocols
  • Monitoring and constructing the needful changes in configuration in order to enhance the network parameters such as bandwidth, response time, high reliability & availability
  • Responsible for maintaining and troubleshooting communication networks LAN and VoIP
  • Installation of Network specific softwareʼs and their support
  • Troubleshooting of backup and restore failures on both Windows and Linux servers with varied configurations, such as Oracle applications
  • Working continuously on a task until completion (or referral to third parties, if appropriate)
  • Managed and Maintained IP Phone setup, Voicemails, ATAʼs and fax lines setup
  • Refreshing application dataʼs from Linux database server by exporting and importing dump files
  • Prepare documentation for internal customers detailing configuration of deployed solutions
  • Main responsible for the smooth running of computer systems and ensuring users get maximum benefits from them
  • Monitoring and maintaining computer systems and networks
  • Network monitoring tools including Solarwinds and OpManager
  • Knowledge of Network Infrastructure Management
  • Talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues
  • Setting up new users' accounts and dealing with password issues
  • Responding within agreed time limits to call-outs

Consultant - System Support

Iron Mountain Services Pvt. Ltd
05.2014 - 01.2015
  • I was part of the team which supports Intellectual Property Management, IPM primarily stand as an escrow agent
  • Provide 24*7 supports for IPM application
  • On-boarding new customer, managing the Application instances of each customer
  • Provide end to end support for all IPM application and FTP accounts
  • Deploy new or updated batch files for application instances
  • Run smoke test after the deployment and also after on boarding new customer jobs
  • Run DB scripts on Microsoft SQL server Management Studio
  • Backup of data using Microsoft SQL server Management Studio
  • Provide access and manage files on FTP servers
  • Monitor files transfer process on IPM servers
  • Re-process files manually in case of any failure in automated file transfer
  • Run jobs manually on GLOBALSCAPE as required
  • On-board new customers and create new event rules or Globalscape jobs.

Application Support Engineer

EKA Software Solution
11.2011 - 01.2014
  • Good knowledge working with release management for deployment of updated code and DB patches on Production
  • Pre-Prod, UAT and Dev servers
  • Good experience in running SQL server scripts and writing basic queries
  • Good experience in using Toad for Oracle
  • Good experience in using Weblogic application server for deploying Java Applications
  • Creating application instances
  • Worked productively together with the engineering and customer-support departments and teams
  • Provide support for application build and releases
  • Application Monitoring and Monitoring performance and resources on server
  • Troubleshoot EKA application issues through call and e-mail
  • Configuring and installing of Oracle Client and Server softwareʼs
  • Creation and maintenance of Oracle database
  • Domain creation and deploy application through WebLogic
  • Creating new application instances for Presales activities
  • Backup and restore database
  • Work closely with the developers of applications to advise concerning changes on system-levels
  • Made effective and much appreciated suggestions for changes in the system applications, and gave expert advice as to proper operation.
  • Optimized system functionality with thorough testing and validation of application changes.
  • Maintained up-to-date knowledge of industry trends, allowing for innovative strategies in application support engineering.

Technical Support Engineer

IBM India Pvt. Ltd.
08.2010 - 08.2011
  • I was part of the team which supports Avis Budget Car Rentalsʼ (ABCR) Network and systems in North and South Americas, Europe, and Australia with majority of the work coming from USA
  • IT Infrastructure Support, Specialist in managing complex IT environments
  • Configuring and installing client and server network softwareʼs
  • ID administration using Active Directory
  • Blackberry Activation using Blackberry enterprise solution
  • Wireless support for laptops, Handheld Devices, PDAʼs, Access point
  • Verifying the configuration
  • Application installation and troubleshooting
  • Troubleshooting malfunctions of network hardware and software applications
  • System troubleshooting
  • Antivirus Updates online and offline
  • Escalating the issues to higher level support.
  • Consistently met or exceeded performance metrics, contributing to overall team success.
  • Prevented potential system disruptions by conducting regular maintenance checks on client equipment and software installations.

Education

Bachelors of Engineering - Information Science

P A College of Engineering
Mangalore, Karnataka
05.2006 - 05.2010

Skills

Consulting

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Passport Validity

12/16/2030

Marital Status

Married

Personal Information

  • Date of Birth: 03/12/1986
  • Nationality: Indian

Timeline

Senior Consultant-Product Support

SISA Information Security Private Ltd
04.2022 - Current

Senior Systems Engineer

Iron Mountain Services Pvt Ltd
12.2016 - 04.2022

System Support Engineer

Saudi Aramco Shell Refinery Company (SASREF)
02.2015 - 06.2016

Consultant - System Support

Iron Mountain Services Pvt. Ltd
05.2014 - 01.2015

Application Support Engineer

EKA Software Solution
11.2011 - 01.2014

Technical Support Engineer

IBM India Pvt. Ltd.
08.2010 - 08.2011

Bachelors of Engineering - Information Science

P A College of Engineering
05.2006 - 05.2010

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Irfan U S