NEELOTPALA MISHRA

Network Infrastructure Operations

• Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
• Identified and categorized equipment issues, responding to calls-for-service to maintain NOC effectiveness.
• Coordinated and documented preventive, proactive and corrective maintenance requirements.
• Authored, scheduled and maintained network activities and MOPs to reach optimum operations levels.
• Planned and oversaw scheduled infrastructure upgrades and integration to respond to organizational demand.
• Coordinated installation, testing and implementation of network operation equipment, physical facilities and infrastructure.
• Collaborated on network development, implementation, and maintenance of routers, switches, firewalls and NAC and WAN optimization.
• Secured the network operations by practicing and implementing procedures, determining and controlling user access.
• Installed, supported and maintained company hardware and software infrastructure according to best practices.
• Acquired and maintained advanced knowledge of networking protocols
• Led meetings with departmental managers to review project status, propose changes and draft action plans.
• Diagnosed network problems involving combination of hardware, software, power and communications issues.
• Attained efficiencies through implementation of paperless document approval system and new automated sales-to-delivery and order processing system.
• Managed application patches, data backup, security changes and network configuration and replaced boards, changed servers and loaded and tested software applications.
• Technically supported project planning team for development and implementation of proposals and solutions to address hardware and software problems and network emergencies [P1/P2].
• Supported data center power and cooling infrastructure and consistently applied critical facility operational best practices.
• Worked with sustaining engineering teams to investigate and resolve software and hardware defects.

Incident Management

• Works with the Process Owner for Incident Management to ensure both processes work in conjunction with each other.
• Respond timely to messages from Service Desk to join the Crisis Bridge Managing high priority incidents & resolving the same with in SLA, Handling Incident Management & Escalations including P1 / P2 incidents.
• Escalation point, responsible for call and notification management by Tier 1.
• Monitor assigned Applications or Services & Notify Service Desk when Major Incidents occur.
• Analyze and identify possible problem sources to resolve incident.
• Facilitate technical troubleshooting efforts and engages additional technical support as needed, including vendor support.
• Engage between Crisis Manager and the Technical Team during a Major Incident where the Priority is 1Critical, and the impact involves a Critical Business Application or Core Infrastructure Service.
• Provide hourly updates on available workarounds.
• Provide hourly updates on estimated time to restore (ETA) Consult with Crisis Manager if a leadership decision is needed Document troubleshooting activities and resolution details in the Incident.
• Driving an incident to resolution through support engagement.
• Works in conjunction with Continual Service Improvement (CSI).
• Correct execution of process and activities, Ownership of quality and end result of process, Involvement through input of knowledge and information & Receiving information about process execution and quality.
• Handled all desktop level & network related issues including installing and upgrading software, assisting with installation and troubleshooting hardware, implementing backups and configure systems and applications via telephone and email.

People Management

• Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
• Excellent team management, Team motivation and development skills.
• I manage UAM team of 8 members who gives access to multiple applications & handles different escalations related to Application Management
• Also manage VDI team of 5 members which includes VM Ware installation & login procedures including giving VDI access to clients and VDI asset management.
• New joiner's access creation in different applications with different roles according to organization's requirement.
• Business meetings for planning and development with client for expansion using VC equipment [MS Teams/Web-ex]Participate in weekly on-call rotation.
• Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.

• Managing new accounts, Ramp up and Ramp downs, Account movements and IT support/ operations and service delivery
  Revocation of access for Leavers.
• Automation & running BOT process for various projects.
• Planning & Discussion with Manager & Higher level Team regarding new Projects.
• Daily basis interactions with the international clients over the calls & emails.
• Processing User Access Management & VDI requests as per the client's requirements.
• Operations & Quality Management.
• Managed my team members using a targeted approach to training, hiring and employee engagement.
• Managing a team consists of 8 people which includes performance monitoring & floor support.
• Excellent skills on customer and client management, problem management, Incident management, change management, and ticket analysis.
• Preparing SLA & KPI reports on daily basis & Project report on weekly basis.
• Monitoring calls & providing feedback to agents.
• Handling escalation calls with Domestic and International clients and provide solutions to their problems.
• Providing solutions to customers through email and chat.
• Processing Escalation emails with in SLA.
• Handling asset management & asset delivery process.
• Employed critical analysis and exceptional communication skills to design solutions for customers.

• Supporting UK clients with Cisco Webex related issues on calls & chat process.
• Delivered diverse technical support and ensuring efficient delivery of service.
• Diagnosed and treated IT related issues and reported follow up or completed job sheets to management.
• Tracked incidents and service requests and developed tools to identify potential future hazards.
• Investigated and troubleshooted to resolve problems swiftly and optimize functionality.
• Established project schedules and monitored tasks to meet milestones during each phase.
• Conducted root cause analysis to identify, prioritize and eliminate process losses.
• Provided technical assistance to production team when issues arose.

• Excellent knowledge and understanding of Network, Server and voice infrastructure for strong troubleshooting and problem resolution skills like File server permission, Ping and Tracert Analysis, DNS resolution, Active Directory Group Policy troubleshooting, IP config troubleshooting and DC structure cabling.
• Deployed at DC location and managing two other DC remote locations which includes total 38 no. of servers.
• Key responsibilities are to maintain All VAS server applications & operations of three different DC from Bhubaneswar, Odisha Location.
• Planning & implementation of Network security protocols.
• Review of all operation schedules, task lists and coordinate implementation activities.
• Keeping documentation records of various sites relating to site documentation & as well as technical information.
• Maintained efficient architecture as per organization policies.
• Monitored mapping of customer business issues and developed appropriate solutions.
• Visually Inspected temperature sensors to maintain good health of servers & network devices.
• Can handle multiple tasks at the same physique.
• Trouble shooting LAN/WAN related issues & technical support.
• Communicated and worked with project manager to define metrics, performance goals and risk analysis.
• Monitored to ensure integrity and liaised with QA for testing teams for bug and defect tracking.
• Remotely analyzed and diagnosed complex network faults for remote end-users, recommending and implementing corrective measures.
• Updated department documentation such as license databases, infrastructure maps and FAQs to maintain consistent response levels.
• Diagnosed and executed resolution for network and server issues.
• Provided faculty and staff with security software and network configuration support.

• Implementation of Server & network equipment including server rack.
• Installation of server OS with software patches & RAID configurations.
• Patched software and installed new versions to eliminate security problems and protect data.
• Coordination and implementation of entire project for HPCL and IOCL in Orissa Circle, Vendor Management, Customer Relation and Documentation.
• Generating, updating & maintaining work reports on regular basis for BTS Installation, Commissioning & Integration to customer.
• Built server systems & installed into Racks, & Keep up-to-date on new developments in system and network vulnerabilities, data hiding & encryption.
• Implementing policies & procedures to enable smooth functioning of operations.
• Collaborated with outside departments to implement system-wide improvements.
• Collecting and maintaining of daily & hourly reports of servers’ services we provide.
• Review of all operation schedules, task lists and coordinate implementation activities.
• Troubleshoot and maintained all networking devices and infrastructure across the enterprise including switches, Routers & Firewalls.
• Installed, Upgraded, and verified hardware and software applications.
• Installation, Managing & Configuration of Router & Switch.
• Monitor, operate, manage, troubleshoot and restore services to terminal service clients with authorized access to network.
• Expanding network with new Ethernet & Trunk Group migrations
• Communicate with vendors to resolve network outages and period of reduced performance.
• Undertaking value-added measures for cost reduction in Procurement & Transportation costs.
• Doing coordination work with all team members for project as well as O&M works.
• Performed root cause analysis and general troubleshooting.
• Monitored systems in operation and quickly troubleshot errors.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.