Summary
Overview
Work History
Education
Skills
Languages
Personal Qualifications
Personal Information
Certification
Timeline
Generic

Jones J

Bangalore

Summary

  • A dynamic professional with over 9+ years of experience in Technical Support, SDWAN/Network Planning & Management, Escalation/Problem/Incident Management. Responsible for delivering Remote Infrastructure deployment/Management services.
  • 6 years of industrial experience in the field of Core Networking (Wireless, Routing and Switching).
  • 3 year of Experience in Deployment, Design of SD WAN technology, Cloud Networking.
  • 3 years of Experience in ITIS, ITIL, Incident Management, Escalation Management, Problem Management, Change Management, Hardware, and Network Troubleshooting.
  • Vast cross platform knowledge & device hands-on exposure in the same tenure, with good foundation on ITIL platform.
  • An effective communicator with good management, analytical and problem-solving skills. Exposure to operation and project delivery frameworks viz ITIL.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Problem and Change Manager

Cognizant Technologies Solutions

Infrastructure Specialist

Cognizant Technology Solutions
04.2014 - Current
  • Deployment and configuration of the SDWAN vEdge amd Cegde routers to remote sites
  • Installing CISCO NFVIS using the KVM console
  • Creation of the data-prefix list on V-manage and Policy pushes of configurations to vEdge devices through V-manage
  • Troubleshooting SDWAN related issues
  • Member of Level 2 support team managing Network/Security Infrastructure of the client
  • Handle trouble tickets created for the Platforms that include but not limited to Cisco/Checkpoint /Citrix Netscalar
  • Responsibilities include Incident, Change and Problem management, following ITIL process as per the organization SLA
  • Part of Projects team which plans and performs Network/Device refresh which include firmware upgradation and EOL/EOS device replacement
  • Perform vulnerability assessment and mitigation
  • Create DNS records in Bluecoat and Akamai domain
  • Prepare SOP’s and POA/MOP based of client requirement
  • Implement the same after going through the change management life cycle/CAB
  • Configure Rf-domain, SSID, profiles in Motorola wireless controller
  • White listing the URL in Bluecoat proxy
  • Basic troubleshooting experience in Checkpoint Firewalls as part of Incident Management
  • Generate Utilization reports from Netscout and Entuity tool
  • Attend Major Incident /RCA calls involving respective stakeholders
  • Knowledge on IPSEC, DMVPN Tunnels
  • Re-building, Configuring, & troubleshooting the Bluecoat WAN Accelerator for Store network
  • Configuration changes on Motorola Wireless Wing4 & 5 and RF7000 controllers and Access points
  • Creating change (CRQ) and coordinating with the change management to process the change, attend CAB (Change Advisory Board) meetings every week.
  • Reduced downtime for critical systems through proactive maintenance, troubleshooting, and repair of network issues.
  • Optimized system performance by regularly monitoring key metrics and making necessary adjustments to configurations.
  • Ensured smooth transitions during technology migrations by thoroughly planning, executing, and documenting each step of the process.
  • Provided technical guidance to junior team members, fostering a culture of continuous learning within the department.
  • Increased system reliability through regular software updates, hardware upgrades, and rigorous testing procedures.
  • Streamlined IT processes by automating routine tasks using scripting languages like PowerShell and Python.
  • Facilitated clear communication between IT teams and stakeholders during infrastructure projects to ensure alignment on goals, expectations, and progress updates.
  • Offered hands-on support during critical incidents or outages while coordinating with relevant departments to minimize impact on day-to-day operations.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Planned and implemented upgrades to system hardware and software.
  • Monitored networks and network devices to resolve technical problems quickly.
  • Designed and evaluated WAN and LAN connectivity technologies.
  • Problem and Change Management
  • Streamlined workflow for quicker issue identification and response, reducing downtime significantly.
  • Developed extensive documentation to ensure consistent understanding of procedures among team members.
  • Collaborated with cross-functional teams for successful implementation of critical changes across various systems.
  • Played a pivotal role in identifying root causes of recurring issues, leading to long-term solutions and improved system performance.
  • Created a robust communication strategy for timely updates on ongoing problems and implemented changes, increasing stakeholder satisfaction.
  • Trained new team members on problem and change management best practices, ensuring seamless integration into existing workflows.
  • Reduced incident recurrence rates by conducting in-depth analysis and proposing proactive measures for prevention.
  • Managed complex problems that spanned multiple business units, coordinating efforts between departments for optimal results.
  • Increased transparency by developing insightful reports showcasing key performance indicators related to problem resolution and change management activities.
  • Facilitated knowledge-sharing sessions within the team, promoting a culture of continuous learning and professional growth.
  • Leveraged ITIL framework principles to guide decision-making processes throughout each stage of problem analysis and change implementation.
  • Designed processes and systems supporting business needs before, during and after transitions.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Incident Management
  • Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
  • Reduced system downtime by proactively monitoring network performance and addressing potential issues before they escalated.
  • Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
  • Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
  • Developed and maintained detailed documentation for incident management processes, ensuring consistency in response strategies.
  • Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
  • Implemented preventative measures by analyzing incident trends and working closely with the IT team to address vulnerabilities.
  • Provided expert guidance during critical incidents, assisting technical teams in resolving complex issues quickly and effectively.
  • Streamlined workflows by automating routine tasks within the incident management process, freeing up resources for higher-priority issues.
  • Delivered regular training sessions for staff members on incident management procedures, enhancing overall team efficiency and knowledge sharing capabilities.
  • Fostered a culture of continuous improvement within the organization through consistent review and refinement of existing processes.
  • Oversaw development and implementation of improvements to support and network operations.

Education

Bachelor of Engineering -

VVIT Bangalore
05.2013

Skills

  • In depth knowledge of TCP/IP, Cisco enterprise Routing and Switching platforms SDWAN Ability to effectively implement and troubleshoot multiple IP routing protocols & Switching Technologies
  • Cisco SDWAN
  • CISCO NFVIS (v310), ISR 4300 (SDWAN Image)
  • Cisco Switches
  • Nexus Series 7k (Basic), and 5k, C2960, C3560, C4500
  • Cisco Routers
  • ISR 4300, 1900, 2900, ASR 1000
  • Load Balancer
  • Citrix Netscaler
  • Routing Protocols
  • EIGRP, OSPF, BGP
  • Switching Concepts
  • Ethernet- STP, VTP, VLANS, Ether channel
  • Redundancy Concepts
  • HSRP, VRRP
  • Security Concepts
  • ACL, NAT, IPSEC, DMVPN
  • Wireless

Languages

Kannada
Tamil
English

Personal Qualifications

BE, VVIT College, Bangalore.

Personal Information

  • Title: Infrastructure Specialist – Network Implementation and Management
  • Gender: Male

Certification

AZ-900 Microsoft Azure Fundamental

ITIL V3 Internal

SDWAN training

Timeline

Infrastructure Specialist

Cognizant Technology Solutions
04.2014 - Current

Problem and Change Manager

Cognizant Technologies Solutions

Bachelor of Engineering -

VVIT Bangalore
Jones J