Joshua Charles

• Leading team of DC Ops layer1 engineers (7member team)
• Team was involved New projects build - hardware deployments to Data Center & CD rooms . Providing rack space with power and cooling . Rack Stack equipment and Patching for all Servers, switches, routers and storage gear.
• L1 Support Infra-testing prior to productions
• Layer1 Support for Break-fix (Compute , storage and network) parts replacement and patching related issues priority level per SLA.(Areas of support Data Center and Campus Distribution rooms)
• Change management : L1 support hardware upgrades, patching, cabling adjustments, or configuration updates—are carried out with minimal risk and disruption. In a data center, this involves assessing potential impacts on uptime, coordinating with stakeholders, scheduling changes
• Reporting to Data Center Manager and attend routine meetings providing detailed reports related to Operations Health(. Incident reports (root cause, trends, recurring issues)resolution((MTTR))Capacity & Resource ,incidents or outages (with root cause summary), SLA violations or near-misses, Open high-priority tickets or escalation, ,Change Management updates, Action Items & Decisions, Planning, Forecasted demand for future projects and deployments. Any single points of failure (SPOFs) in Layer 1 or power/cooling, hardware EOL or warranties expiring, Delays in vendor response or spares availability,Security & Compliance Access control reports ,Unauthorized access attempts or physical,Updates on audit tasks, Coordination with BCP drills or compliance requirements,Migration, upgrade, or decommission schedules,Inter-Team Coordination Needs, Use of Tools efficiently (Gaps in monitoring visibility (e.g., missing sensors, ports not monitored)Incidents, outages, SLA compliance, rack space, power,cooling,Automation, SOP adherence, Hardware Redundancy (failover readiness),Projects, migrations, vendor coordination.
• Data Center environment monitoring Power, temperature & humidity , fault indications, cables, labels, tile space.
• Implemented process models as per SOW and Best Practices for Data Center operation – layer 1 Support( parameters for Asset Monitoring & Database maintenance from PO release, Shipment, store inventory.
• Manage team to meet SLA, Project work on time and Proactively monitor all delivery services for IT assets on Service Now-ESP ticket system ensuring that every reasonable effort is made to restore services or complete work orders as quickly and efficiently as possible
• Compliance with audit procedures and Client Best practice & procedures.
• Inter action with support teams and stake holders (local and US)
• Report generating on weekly, monthly, quarterly & Annual
• Asset management and Product Life Cycle - Handling project material , RMA returns, Asset capture(Barcode & RFid). End of life decommissioned assets(e-waste process & handover) and Database updating .Decommissioned devices removal and asset updates on tools (Nlyte & AMS )
• Store & Logistics – Material handling : RMA returns, inventory maintenance , SEZ -bond/non-bonded assets with and E-waste process.
• Tools :( ITAM, DCIM ESP), ESP ServiceNow, Nlyte , AMS , BMC Remedy, SAP, MS Office Excel, Word, PPT, Notes and Outlook.

Routine RESPONSIBILITIES :

• Track and monitor all break fix tickets & new project implementation
• Store inventory(Spares) details and IN & Out register maintenance.
• Documentation : Gate pass, Invoice, Consignment verification filing and system update.
• Projects Rack stack patching completion and report to Project Manager
• Project Infra test support
• Weekly,Monthly, Quarterly reports.
• Operational Audits and Compliance (Internal)
• Conducted periodic statutory internal audits for Asset process ( Nlyte, AMS and RFID )
• Meet audit and regulatory requirements physical check reports.
• Data Center Access Control Audit :Ensures only authorized personnel have access to
• Capacity & Asset Management Audit :
  Verifies hardware inventory, space, power, and cooling capacity tracking
• Change Management Audit :
  Ensures all changes to systems are approved, tested, and documented.
• Incident Management Audit :
  Checks incident logs, root cause analysis, and resolution workflows.

Audits : (regulatory and industry standards)

• ISO 27001 Audit (Information Security Management)
• ISO 22301 Audit (Business Continuity Management)

• Worked as IT support in-charge .
• Lead a team for IT hardware and software maintenance engineers.
• IT equipment procurement and asset management.
• On-floor Asset Inventory maintained in Asset Database using tools
• Tracking internal asset movement and updating Asset Database on daily basis.
• Report generating and meeting with Management.
• Generating sales leads for IT hardware

Client Site : As consultant Team Leader for client Northern Trust , Bangalore was responsible to Rackstack and patch servers in server room. Ensure all IT Asset requirements for their Offices in Bangalore and Chennai. IT Asset requirements consist of Servers, Desktops, Workstations, Laptops , Blackberry, Data Center and Network products. Was on role with Network Solutions reporting to SD Manager of parent company and reporting to the IT Planning Manager at Client site. Period 2008 to 2010

• Client Site : As a Senior Asset consultant for client Texas Instruments,Bangalore was responsible to Rackstack and patch servers in Data center, ensure all IT Asset requirements for their Offices in Bangalore. IT Asset requirements consisted of Servers, Desktops, Workstations, Laptops , Blackberry, Data Center and Network products. Was on role with Network Solutions. Period 2007 to 2008
• IT Asset Management :
• Responsibility : Lead the Team in various Asset related activities, Monitor and ensure smooth work flow and Report . Activities are as listed below. Reporting to the Manager and US counterparts.
• Inventory Maintenance:
• - Procurement workflow ( receipts and consignment verification and reconciliation)
• - Store Inventory(inward and outward stock maintenance.)
• - Asset information capturing using barcode and Deployments to end users.
• - On-floor Asset Inventory maintained in Asset Database using tools : MS Excel ,AMS & BMC Remedy) for online and offline asset tracking.
• - Tracking internal asset movement and updating Asset Database on daily basis.
• - Updating and tracking assets in repair status with service vendors for warranty and out of warranty assets. Tracking Lease equipments ( Servers and Network products).
• - Forecast inventory consumptions and End of Life assets for disposal process.
• Asset Audit :
• - Audits (1/2 yearly) of Servers and Network equipment in the Data Center.
• - Audits (Quarterly) of Desktops, Workstations and Laptops.
• - STPI unscheduled Audits of IT assets.
• - Working on Discrepancies in Audit
• Life cycle and Inventory Maintenance:
• Receipts of all procured IT assets, consignment verification against PO and Delivery Note. Asset details capture, Store movement, Deployments, User details capture in Remedy tool. Online and offline asset database management .

• Company Overview: Wipro / HP Compaq – Service Vendor & Outsourcing
• CHRIS Computer Services provides Component Level service for Desktop, Printers,Tape Drives and technical support solutions that enable organizations to deliver high quality technical support to their customers and employees at optimal costs. These solutions integrate our 24/7, personalized support services with best-in-class technologies for knowledge management and automated support. Also handling BPO outsourcing operations in Document conversion, Data processing and Asset Management.
• As Group Leader (Location Supervisor) reporting to the IT Manager of Compaq, Responsibilities are as given under :
• Major Responsibilities
• Component level service of Wipro Mother Boards & DM printers
• Servicing Compaq laptops - All Models . Handling escalated cases.
• Critical onsite support for laptops. Testing of Laptop and Desktop spare parts.
• Generating reports of tested parts with status of each part. Product Screening and re-work at the Central Warehouse. Servicing DOA laptops and generating reports for all Activities mentioned above. Monthly report for the location used to be made and sent to IT manager.
• Other Responsibilities.
• Spare Indents, Spares planning. Telephonic support to customers and handling other customer related issues. Simulating problems on Desktops and Servers for Tech Support Dept. Training new recruits.
• Reporting to Manager(Client) with all asset updates, Software license management, Inter office asset shifting and tracking, Document filing, store maintenance, baseline assets for Ex-pats and support to users for asset requirements and asset retrieval process from users.
• MIS reporting, Preparing asset reports, spare part consumptions, warranty and out of warranty repair details, asset movement details, Vendor report filing. Invoice and DC filing. _Audits (Quarterly) of Desktops, Workstations and Laptops._STPI unscheduled Audits of IT assets. End of life of assets and disposal process.