Raghavendra Vasu

• Ensuring 24
• 7 IT assistance to user support from procurement to Network related issues.
• Assisted in network troubleshooting & escalation of incidents.
• Performed routine configuration & upgrades on Network Devices.
• Provided remote support for end user connectivity issues.
• Documented network changes & maintained accurate topology diagrams.
• Collaborated with cross-functional teams to ensure seamless integration of new IT applications & services.
• Managing all the technical network resources for both projects and the business.
• Supervising and ensuring there is an optimal level of technical backup at all times.
• Proficient in configuring & managing Cisco routers & switches.
• OS upgrade and issues related on Routers and switches.
• Routing Protocol like BGP, EIGRP configurations and its troubleshooting.
• ISP related issues like - WAN links down, performance issues.
• Switching - EtherChannel, STP etc.

• 24x7 proactive monitoring of server, storage, backup, and network environment alerts via monitoring tool.
• When triggered alerts are not recovered in the monitoring tool. Logging and escalate the incidents based on the standard procedure and run down follow-up reporting per team and follow up till closure.
• Logging an Incident ticket with ISP ‘s for the primary and secondary link down.
• Following up and make sure the ticket gets closed within the SLA.
• Performing the network linkdown procedure and informing the client management team.
• Reviewing the most recent SOC alerts to see their relevance and urgency.
• Monitor and ensure that a genuine security incident is occurring.
• Monitoring the security alerts via Alert logic Console -Alerts regarding users’ credentials, windows account lock outs, Windows failed logins.
• Alerts regarding malicious attack on user’s machine informing the Onsite EUC or Off shore EUC to validate with the user and do the concerned remediation required.
• Working on ATP alerts. Alert triggered on Local Machines need work with EUC.
• Alerts triggered on Host need work with supportive teams to investigate and validate and confirm it’s a valid alert and take remediation steps.
• Monitoring the alerts triggered for brute force attack for users logged in with generic or admin IDs to host. Work with the concerned Host owner group.
• Weekly /Monthly Network Report preparation based on the specified already agreed format and sending the same to pre-assigned set of recipients/Teams.
• Retrieving the Network Bandwidth utilization report weekly/Monthly from the P1 and P2 routers via Nagios -Services – Bandwidth. Pull the graph and add top talkers for high usage.
• Scheduling downtime for hosts and Devices in the tool to coordinate with the related teams during activities carried out and until completion of the activity.
• Working on the crash plan report- Validating the user back up status in crash plan tool and sharing the updated data to EUC Team.

• Overall responsibility for 1st level support and interface to 2nd & 3rd level support in alignment with client Operating Model and tool set.
• Complete ownership of Tickets and resolution within defined Service Operation processes (SLA).
• Send/Receive Tickets communication/interaction with end users, Work with Cross-Functional Teams.
• Manage the Team Inbox - Primary checking of Tickets - categorizing it based on incidents - Service requests before processing it to further level.
• Collaborate with partners - support teams and leverage internal technical expertise, including mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to User / Customer issues.
• In incident tickets - Check whether the issue is from the physical Machine - access related, browser issue, addons issue or from the application end(Success factors applications).
• Incase application issue - Routing the IT Tickets to the concerned team based on correct categories.
• Hardware related issues - Ticket to be routed to Local IT Team.
• In Service requests – Creation and deletion of User ID's for accounts for Onboarding and off boarding Users in (Success factors AD).
• Responsible for communicating with the Incident Process Owner.
• Reviewing / modifying initial incident severity / priority.
• Ensure the closure of all resolved and end-user confirmed Incident records.

Overall responsibility for 1st level support and interface to 2nd & 3rd level support in alignment with client Operating Model and tool set.

Complete ownership of Tickets and resolution within defined Service Operation processes (SLA).

Send/Receive Tickets communication/interaction with end users, Work with Cross-Functional Teams.

Manage the Team Inbox - Primary checking of Tickets - categorizing it based on incidents - Service requests before processing it to further level.

Collaborate with partners - support teams and leverage internal technical expertise, including mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to User \ Customer issues.

In incident tickets - Check whether the issue is from the physical Machine - access related, browser issue, addons issue or from the application end(Success factors applications) .

Incase application issue - Routing the IT Tickets to the concerned team based on correct categories.

Hardware related issues - Ticket to be routed to Local IT Team.

In Service requests –

Creation and deletion of User ID's for accounts for Onboarding and off boarding Users in (Success factors AD) .

Responsible for communicating with the Incident Process Owner

Reviewing / modifying initial incident severity / priority.

Ensure the closure of all resolved and end-user confirmed Incident records.

• Maintained consistency in resolving cases and ensuring issues are resolved within the speculated SLA time.
• Troubleshooting in outlook issue.
• Handling all the software related issues, troubleshooting taking remote.
• Handling issues related to websites, internet, proxy settings, aventail and VPN.
• Installing and uninstalling all major business software’s, network printers etc.
• Working on Remedy 7.1 version.