Critical Thinker and Problem Solving
Saraswat Nippon
Cloud Tech Support Specialist
Bhubaneswar
Summary
With over 13 years of experience in the dynamic IT industry, specializing in technology related to the enterprise datacenter domain. Skilled in installing, configuring, and troubleshooting high-end servers and client environments. Proficient in configuring and managing complex cloud architecture environments, with a deep understanding of virtualization and cloud concepts on platforms like AWS and Azure.
Overview
16
16
years of professional experience
2008
2008
years of post-secondary education
3
3
Languages
Work History
Cloud Tech Support Specialist
ACCENTURE SOLUTIONS PVT LTD
08.2021 - Current
- Company Overview: Accenture, Global leader in digital and cloud Transformation Company helping clients to create a new era in cloud technology.
- Managing and Supporting Cloud based infrastructure running on AWS and AZURE .
- Supporting all highly escalated customer tickets like P1/P2 based on the priority and guidelines defined.
- Provide support for RCA or problem analysis calls with client and other internal teams.
- Supporting customer schedule calls to address new requirements or any ongoing infra issues.
- Supports weekend change implementation activities on highly scalable, complex IT data centers of the client..
- Supporting and configuring end-to-end cloud infrastructure for our clients based on architectural design.
- Working closely with Service engineering & Product development team for implementation of new infra solutions to meet client expectations.
- Supporting Server build/remediation/DR activities for Customers.
- Joins weekly service review meetings to discuss escalations and long pending infra issues.
- Document and update Knowledge base wikis for cross functional/internal teams to refer and implement quick solutions for repetitive tasks.
- Planning KT sessions for new infra implementations for required team members.
- Always working closely with other co-partners for architecture updates in current Infra.
- Working as Subject matter experts for few infra topics with help of Product development group.
- Joined calls with Cloud Vendors for new solutions or discussing current infra issues.
- Resolve system OS up-gradation/patching issues for customers.
- Working with Major Incident Management team to prioritize resolutions for clients.
- Coordinate with VMware team for configuration and managing Vcenter activities.
- Follow Agile method to work on Incidents, service request, Problems, and Change management.
- Accenture, Global leader in digital and cloud Transformation Company helping clients to create a new era in cloud technology.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Consultant
ATOS GLOBAL IT SOLUTIONS PVT LTD
08.2016 - 08.2021
- Monitoring and diagnosing systems in different domains of the company through different tools.
- Installing physical and virtual servers with RHEL Kickstart.
- Configuring and troubleshooting Dell Hardware - Enclosure and ILO.
- Implemented day-to-day tasks in Redhat Linux include upgrading packages, kernel, and drivers.
- Configure BIOS, Boot and RAID configurations on physical hardware blade servers.
- Managing Hardware related issues, provide remote diagnostics and support by raising hardware cases with vendors like HP, IBM and Zensar.
- Working on BCP planning and disaster recovery for client.
- De-commissioning of physical and virtual servers.
- Follow ITIL process to work on Incidents, Problems, service request and Change management.
- Configuring network and setting up ESXi hosts in v-center.
- Working on post migration issue.
- Troubleshooting LVM and File System issues.
- Troubleshooting user related issues on different applications, proprietary and generic issues relating to the Client's environment.
Consultant
CAPGEMINI CONSULTING SERVICES LTD
01.2015 - 08.2016
- Troubleshoot OS related issues in Rhel or Linux Servers.
- Coordinating with Product vendor for any issue related to application side.
- Build new servers depending upon new version availability and application requirement.
- Resolve System up gradation issues through patching and fixing security vulnerabilities.
- Performance Monitoring and escalate issues to Infra team for prior resolution.
- Handling technical issues from operations as per Inc. and Change tickets assigned.
- Performance Monitoring of all Prod and Dev Servers.
- Managing Apache Reverse Proxies and Sign-In/SSo servers.
- Providing support in setting up the WebEx sessions during P1/P2 issues.
- Perform monthly Server remediation activity for all servers through Qualys tool.
- Provided extended support during disaster recovery and fridge durations.
- Work with HP Site scope and BSM tool for Application monitoring.
- Perform Application Upgrade in with Coordination with Product Vendor.
- Discuss and Request Data Center Team for any new business requirement.
- Worked on Change Management, Incident Management and Asset Management.
Linux Administrator
MPHASIS (Payroll of ALCHEMY SOFTWARE SOLUTIONS)
08.2014 - 12.2014
- Remotely troubleshoot Servers placed at Symantec Data centers.
- Troubleshoot OS related issues in RHEL, CentOS and Fedora.
- Configuring Backup and restoration of Database through Symantec backup.
- Coordinating with vendors for earlier and permanent resolutions for issue or problems.
- Build new servers depending upon new version availability and client requirement.
- Resolve System up gradation issues through patching and fixing security vulnerabilities.
- Monitor System uptime through Monitoring tool and escalate issues to higher management.
- Handling of daily incidents and problem tickets.
- Troubleshooting user profiles, boot related issues and plugin issues.
- Infrastructure support for Symantec Corporation and Hewlett Packard.
- Worked on Change, Incident and Asset Management.
System Engineer
NEXT EDUCATION INDIA PVT LTD, HYDERABAD
03.2013 - 09.2013
- Troubleshoot Linux Servers and Database issues.
- Troubleshoot file system issues in Debian Linux.
- Configuring Backup and restoration of My-sql Database.
- Server configuration on-site and remotely depending upon new version availability.
- System and Database up gradation issues on-site and remotely.
- Monitor system uptime, activation and backup issues.
- Handling technical issues from Sales, operations and Erp team as per tickets assigned.
- Weekly report preparation according to the issues handle.
- Support for the global partner and clients across the Northeast.
- Worked on Change and Asset management.
Service Engineer
S.D TECHNOSOLUTIONS
02.2009 - 08.2011
- Maintained trustworthy by building status of truthfulness, knowledge & responsibility and provided IT Services, including: Servers, Network set-up, Software, wireless connectivity & others to clients.
- Served as a Solo Engineer, to maintain & develop the best Client relation.
- Maintaining an inventory of all devices Wireless Devices, Laptops, Printers, Ethernet Switches, STP cables and Routers etc.
Education
Master's - business administration
Sikkim Manipal University
Bachelor's Degree - undefined
Utkal University
Intermediate - undefined
Acharya Harihara Mahavidyalaya
Bhubaneswar, OdishaMatriculation - undefined
Municipal High School
Bhubaneswar, OdishaSkills
Fundamental Bash scripting skills
Proficient in managing Red Hat Linux environments
Experienced with Ubuntu operating system
VMware Workstation
Performance optimization
Customer experience management
ITIL processes
Asset management
Accomplishments
- MS Azure Associate Certificate, 2D28BB-J9154C, 2022
- MS Azure Fundamentals, K95649-585369, 2022
- Winner of GROUP ANNUAL HERO award, 2022
- Redhat Certified System Engineer (RHEL-7), 111-187-209, 2017
- ITIL foundation Certification, 5492339.20454091, 2015
- Redhat Certified System Engineer (RHEL-6), 111-187-209, 2011
- Certified as a Prometric Testing Engineer for IIM CAT, 2010
- Selected as the Best Engineer from Odisha Region, SD Techno Solutions
- Conducted Several Training Workshops for Customers & Internal Employees, CN-HSBC
Extra-Curricular Activities
Quick Learning, Curious & Analytical
Personal Information
- Father's Name: Mr. Rajakishor Chhatoi
- Nationality: Indian
- Marital Status: Married
Interests
Timeline
Cloud Tech Support Specialist
ACCENTURE SOLUTIONS PVT LTD
08.2021 - Current
Consultant
ATOS GLOBAL IT SOLUTIONS PVT LTD
08.2016 - 08.2021
Consultant
CAPGEMINI CONSULTING SERVICES LTD
01.2015 - 08.2016
Linux Administrator
MPHASIS (Payroll of ALCHEMY SOFTWARE SOLUTIONS)
08.2014 - 12.2014
System Engineer
NEXT EDUCATION INDIA PVT LTD, HYDERABAD
03.2013 - 09.2013
Service Engineer
S.D TECHNOSOLUTIONS
02.2009 - 08.2011
Bachelor's Degree - undefined
Utkal University
Intermediate - undefined
Acharya Harihara Mahavidyalaya
Matriculation - undefined
Municipal High School
Master's - business administration
Sikkim Manipal University