Mithun Dinesh
Bengaluru
Summary
Technology-driven IT and Network support engineer who integrates technical acumen and proven ability to resolve complex issues. 8+ years' experience in IT and Telecom sector including IT Support, Service desk management , IT & Network operations. Committed to continuous learning and staying updated with the latest industry trends to provide optimal technical support.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT and Network support engineer
Nutanix
07.2023 - Current
- Revamped global user support services, addressing hardware, software, and network issues for 2000+ users in 25 countries, adhering to ITIL principles to ensure operational efficiency and deliver a 20% improvement in user satisfaction ratings
- Investigated, diagnosed, and resolved complex technical issues for 500+ end-users, resulting in a 20% decrease in recurring IT problems and enhancing overall team productivity
- Led and provided ServiceNow support and adhered to Change Management processes, Asset Management processes, Business Management processes, and Service Management processes.
- Owned and led tasks to ensure ServiceNow ITAM/CMDB integrity (data completeness and correctness).
- Overseen administration of the ServiceNow Platform (production and non-production) including monitoring, review, and actions associated with ServiceNow
- Optimized device management processes by implementing JAMF and INTUNE tools, reducing device setup time by 40% and enhancing security protocols for 1000+ devices.
- Streamlined on-boarding and off-boarding procedures, providing hands-on training to 100+ end-users, resulted in a 30% decrease in support tickets and 20% faster system adoption rate.
- Managed the administration of OKTA for a global team of 2000+ users, enhancing data security measures and reducing login issues by 50%.
- Modified Office 365 user access levels based on job roles, reducing security vulnerabilities by 20% and ensuring compliance with data protection regulations
- Red Hat Enterprise Linux (RHEL 9) and Windows Server 2022 administration, including patch management and updates.
- MacOS X, Windows 11 administration, maintenance and troubleshooting.
- VMware infrastructure management including new virtual machine deployments, provided technical support for VMware ESX 7.x server virtualization
environments.
Network Operations Engineer
Infinera
04.2022 - 07.2023
- Led the implementation of HP ProLiant DL325 Gen10 Plus server for KLI NOC
- Red Hat Enterprise Linux 8.5 installation, user management and patch management
- Fortinet firewall implementation and management for KLI NOC.
- Installed & commissioned OTN equipment (Coriant m-Tera 8)
- Monitored the KLI network using Infinera TNMS at Kochi NOC.
Network and Systems Engineer
Infinera
10.2019 - 03.2022
- Enhanced IT support services by troubleshooting and resolving complex issues across Mac books, Dell laptops, and printers, resulting in a 30% decrease in downtime and a 20% increase in overall system reliability
- ServiceNow Administration, ITSM, CMDB, Incident Management, Problem Management, Change Management, Asset Management, Reporting & Integration.
- Working with ITSM team members, internal customers, and external partners to design, develop, configure, test, document, and deploy new functionality and fix existing issues.
- Escalates performance issues, unresolvable incidents and service interruptions to Service-now technical support. Creates and updates incident records in Service-now’s tracking system
- Facilitated the IT and Network infrastructure of Network Operations Centre (NOC), Monitor & Troubleshoot Network Connections through Infinera TNMS Network Management System
- Administered the deployment of Infinera 7100 nano and m-Tera 8 for Sri Lanka Telecom
- Maintenance of operating systems Microsoft Windows 10, MacOS X, Linux and Server operating systems Red Hat Enterprise Linux (RHEL 8) and Windows Server 2019l leading to a 30% decrease in troubleshooting time and enhancing overall system stability
Network and Systems Engineer
Infinera
05.2016 - 09.2019
- Co-managed the migration of legacy network infrastructure to a modernized system, leveraging automation tools and protocols to streamline processes and improve operational efficiency for MTNL Network Operations Center
- Developed customized training materials for internal staff members on various aspects of networking concepts and best practices to enhance overall team competency levels.
- Collaborated with cross-functional teams to optimize network architecture, integrating Infinera (Coriant) 7100 nano & hiT 7060 devices for scalable and future-proof solutions.
- Administration and maintenance of IT systems, including Laptops, desktops and servers for MTNL Network Operations Center.
- Windows Server 2016 and Windows 8 administration and troubleshooting.
Systems Engineer
Telcave Computing Pvt Ltd
02.2013 - 04.2016
- Directed hardware setup, software installations, and system updates for 200+ devices, leading to a 30% reduction in downtime, a 20% increase in employee productivity, and 15% savings in maintenance costs
- Took ownership of assigned tasks and seeing through to completion (escalating and managing, if appropriate)
- Updated software versions with patches and new installations to close security loopholes
- Disassembled computer systems to troubleshoot and resolve hardware issues
- Data-center management including Installation, configuration, administration and basic troubleshooting of Servers (IBM Blade Center S and IBM X3650 M4).
Education
Bachelor of Technology in Computer Science and Engineering -
Kannur University
Skills
- Servicenow
- On-boarding/off-boarding
- IT support
- Service desk management
- Problem solving
- Adaptability and Flexibility
- MacOS
- Windows 11
- Microsoft windows server 2022
- Red Hat Enterprise Linux 9
- ITSM
- Office 365
- JAMF
- OKTA
- IT & Network Operations
Certification
Fortinet Certified Associate in Cybersecurity, 8521131285MD
Languages
English
Hindi
Timeline
IT and Network support engineer
Nutanix
07.2023 - Current
Network Operations Engineer
Infinera
04.2022 - 07.2023
Network and Systems Engineer
Infinera
10.2019 - 03.2022
Network and Systems Engineer
Infinera
05.2016 - 09.2019
Systems Engineer
Telcave Computing Pvt Ltd
02.2013 - 04.2016
Bachelor of Technology in Computer Science and Engineering -
Kannur University
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