Jones J

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.

Summary

Overview

Work History

Problem and Change Manager

Infrastructure Specialist

Education

Bachelor of Engineering -

Skills

Languages

Personal Qualifications

Personal Information

Certification

Timeline

Infrastructure Specialist

Problem and Change Manager

Bachelor of Engineering -

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