M. R. Senthil Kumar
Bangalore
Summary
Dynamic Engineer with expertise in DDI (DNS, DHCP & IPAM) at NTT Data and furthere more companies, adept at resolving critical incidents and enhancing operational efficiency. Proven ability to lead teams and implement robust security measures, fostering collaboration and communication. Passionate about leveraging technical skills and proactive problem-solving to drive organizational success.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Incident Manager (Coke & Shared)
NTT Data
Bangalore
11.2023 - 11.2024
- Escalation point of contact for DDI related issues.
- Team lead
- Identifying, logging, categorization, prioritization, and resolving the Incidents.
- Ensure that each stage is handled correctly to resolve incidents quickly and minimize their impact on operations.
- Prioritizing incidents based on urgency and business impact.
- Responsibility includes alerting relevant stakeholders, assessing the incident’s impact, mitigating the incident’s effects, and communicating with stakeholders until the incident is resolved.
- Proactively identifying potential vulnerabilities and implementing safeguards, controls and protect an organization’s assets and continuity.
- Collaborating with various teams to navigate through the incident life cycle.
MS Senior Technical Specialist (@ Pfizer)
NTT Data
Bangalore
07.2014 - 11.2023
- Level 4 Engineer – SME DDI (DNS, DHCP& IPAM)
- POC for escalations
- Part of transformation and project management.
- Coaching newly hired specialists.
- Timely and relevant upgrade for client products as necessary.
SME – DDI (DNS,DHCP,IPAM)
Xerox Inc.
07.2013 - 07.2014
- SME -DDI ( DNS, DHCP & IPAM)
- Leading a team of 8 engieers
Technical Support Engineer
Infoblox Inc.
11.2010 - 05.2013
- Company Overview: Infoblox, Inc. is a public developer and provider of enterprise network infrastructure automation software and hardware that provide DNS, DHCP, IPAM.
- Responsible for handling customer’s technical issues which includes simple, complex and complicated queries.
- Troubleshoot all DNS, DHCP and IPAM issues.
- Proactively working on outage issues resolve in a timely manner.
- Core log analysis for Hardware issues and providing return merchandise authorization (RMA) for the products.
- Test the RFC behavior and create bug accordingly with the development team.
- Working with the development engineers to diagnose software bugs and develop hot-fixes for customers.
- Proficient with the product and can handle any kind of DNS and DHCP issues including product installation.
- Infoblox, Inc. is a public developer and provider of enterprise network infrastructure automation software and hardware that provide DNS, DHCP, IPAM.
Associate Support Engineer
HCL Technologies Ltd.
11.2008 - 01.2010
- Handling L1 client calls for key clients of CA internet security suit.
- Troubleshooting the customer’s product related technical issues.
- Remote assistance in manual removal of Virus and related infections.
- Installation of the Security suit and drivers and essential desktop troubleshooting within the scope of support.
- Collection of Malware samples & submitting it to the Research Engineers.
- Additional responsibility of working under the research team to collect samples and work over cross team.
Technology Consultant
CYBERNET SLASH SUPPORT
10.2007 - 09.2008
- Assisted in troubleshooting user problems relating to Operating System issues (Win9x, NT, and Win 2000, XP, Vista).
- Handling Network Connectivity issues for wired & wireless devices.
- TCP/IP configuration, upgrades, Browser issues.
- Installation of software and drivers and essential desktop troubleshooting.
- Installing and connecting hardware peripherals like printers, modem, routers, Hubs, switches, Gaming devices, print servers etc.
- Preparing quality reports for the team members by barging the calls.
- Educating the team members of the process updates and guiding them in providing excellent support.
- Handling escalations from the team members.
Technical Support Executive
HCL Technologies Ltd., BPO services
05.2005 - 09.2007
- Provide first-level support to customer’s requests by phone.
- Perform diagnostics of customers Internet connectivity issues.
- Escalate customer’s issues to second-level support when necessary.
- Ensure accurate cataloguing of all calls handled within Remedy.
- Perform follow-up call-backs with customers.
- Keep up-to-date on all Support Center processes and troubleshooting procedures.
- Assisting and building strategic relationships with the customers and the key clients including AT&T, British Telecom.
- Product related installation issues and configuring the allied products like Antivirus software, parental control etc.
- Escalating issues as needed.
- Providing after hour support during high call volumes.
- Worked for the British Telecom Retail as a faults booking engineer and escalating the issues to the BT wholesale.
- Tracking the records of the faults action and assisting the customer accordingly.
- As a consistent performer, I was promoted and Worked in a team of 12 Senior Technical Support Executives in order to sort out and pin point the Operational malfunctions and to suggest solutions.
Education
Master of Computer Applications - Incomplete
Sri Ramakrishna Mission Vidyalaya College of Arts And Science
Coimbatore01.2004
Bachelor of Arts - Cooperation
Sri Ramakrishna Mission Vidyalaya College of Arts and Science
Coimbatore01.2000
Skills
DDI (DNS, DHCP & IPAM)
Networking, security, wireless, loadbalancing
DDI Products
- Infoblox
- EIP
- QIP
- AD
- Bluecat
- Oracle cloud Infrastructure
- Microsoft Exchange Server
- Team management
- Incident management
- Technical documentation
- Client Relationship
- Escalation management
- Stakeholder communication
Certification
- Cisco Certified Network Associate (CCNA)
- Infoblox - CICA Certified
- ITIL 4 foundation Certified
Timeline
Incident Manager (Coke & Shared)
NTT Data
11.2023 - 11.2024
MS Senior Technical Specialist (@ Pfizer)
NTT Data
07.2014 - 11.2023
SME – DDI (DNS,DHCP,IPAM)
Xerox Inc.
07.2013 - 07.2014
Technical Support Engineer
Infoblox Inc.
11.2010 - 05.2013
Associate Support Engineer
HCL Technologies Ltd.
11.2008 - 01.2010
Technology Consultant
CYBERNET SLASH SUPPORT
10.2007 - 09.2008
Technical Support Executive
HCL Technologies Ltd., BPO services
05.2005 - 09.2007
Master of Computer Applications - Incomplete
Sri Ramakrishna Mission Vidyalaya College of Arts And Science
Bachelor of Arts - Cooperation
Sri Ramakrishna Mission Vidyalaya College of Arts and Science