Shailesh Yallapa

As an Associate Specialist – IT Operations -

I have successfully executed the Essential Duties and Responsibilities listed below.

• Got opportunity to work on international Bank project that had been recently acquired by Synechron to manage their IT Operation and Services.
• Worked from scratch on Project Migration.
• Throughout migration, worked with client SMEs, executed project-defined plan of action and started live production as per client's fixed deadline.

• Transition Plan

• Onboarding & Orientation

• Access

• Service Level Agreement

• Escalation Matrix

• Team Formation

• Knowledge Transition Session o Knowledge Management

o Acclimatization

o Reverse Shadow

• Handled following Verticals-

o Network

o Windows

o Linux

o VCS

o Azure

o Power BI

o DBA SQL

o DBA Sybase

o Application

o Tidal Job Scheduler

o Telecom

o ServiceNow Tool

o OpsRamp Tool

• Handled client RAIL meetings.

o Represented the NOC Team's performance

o Managed changed Management

o Managed Incident Management

o Worked on process improvement

Internally I am also working as Reporting Manager who is responsible for team performance, and their internal concerns.

• Monitor Team's performance and help them when required.
• Coaching/Guidance
• Internal Sync-up meeting
• Working as quality assurance role where I am responsible for creating and running tests, identifying errors and providing feedback to ensure final product meets company's quality standards. However, reviewing quality specifications and technical design documents to provide timely and meaningful feedback.
• Responsible for internal requests- CAB Approval, Appraisal Form, ITSM, Udemy Courses, Training Program, Certification, etc.

As an Service Delivery Manager -

I have successfully fulfilled the Essential Duties and Responsibilities outlined as follows

• Manage ITIL support processes, Service Level Management, Incident Management, Problem Management, Release Management and Change Management
• Handled 3 US projects along with 45 to 50 employees' strength
• Handled subsequent teams – Maintenance, Backup Monitoring, Backup Remediation, Level 2/ Level3, SOC, Helpdesk Voice, Helpdesk Non-Voice Teams
• Accountable for Business Controls and Compliance
• Acting as communication focal point between Client and Service Delivery
• Delivering on service commitments
• Acting as focal point for account knowledge, coordination, and communication between Service Deliver and Client, and between matrixes Service Delivery teams
• Account achieving KPI's/DOU's/SLA's
• Own and deliver on Service Improvement plans to improve quality of service
• Coordinate release content and effort based on service request backlog, pending service requests, third party applications, or operating system updates
• Manage relationships and coordinate work between different teams at different locations
• Communicate release details and schedules to Business as required
• Work with release engineers to understand impact
• Continually work towards making improvements in release process
• Reduced waste by 19% with staff supervision and using first-in-first-out method
• Attended staff and client meetings and served as liaison to manage operations for account
• Managed overall delivery of contracted services at client site
• Handled discovery process.

As a NOC Supervisor -

I have effectively overseen and managed the Essential Duties and Responsibilities listed below

• I have managed day-to-day Network Operations Center (NOC) functions, including scheduling and coordinating daily workload for NOC Engineers, reviewing and assigning work orders and trouble tickets, and assisting in workflow of MSP team.
• Reviewed and assigned work orders and trouble tickets to staff.
• Oversees day-to-day operations to ensure work is completed accurately and closed in timely manner.
• Assisted with the evaluation of new tasks, systems, and equipment for the NOC.
• Managed staff of Network Operations Center (NOC) to include performance evaluations.
• Assisted in hiring and training of new personnel.
• Worked on special projects assigned by the Manager of Network Operations.
• Retrieved and compile information
• Maintained records/logs
• Verified data and information
• Monitored project dashboard and ensured that admins are handled the alerts/activity correctly
• Updated the records on Intra NOC Portal
• Created clients Meeting Agenda and MOM
• Organized and prioritize information/tasks
• Leadership and supervisory, managing people.

As a System Administrator Level 2,

I have assumed and executed the designated roles and responsibilities as outlined in the following -

• IT Infrastructure Management
• Worked on wide-ranging and vary widely from one organization to another. Usually charged with installing, supporting, and maintaining servers or other workstation computer systems and planning for and responding to service outages and other problems. Other duties may include scripting or light programming, project management for system-related projects,Supervising or training computer operators, and being consultant for computer problems beyond knowledge of technical support staff to perform job well.
• Executing RIMM (Remote Infrastructure Management and Monitoring) Infrastructure for US & India business.
• Working as Sr. System Administrator for Team called “Server Remediation”.
• Responsible for L2/L3 support for all server related issues.
• Responsible for handling more than 1000 Windows Servers that includes physical and virtual servers.
• Monitoring of Windows Servers and critical application performance using RMM tools.
• Attending joint calls for primary technical discussions with the clients for mapping requirements & providing the solutions.
• Responsible for Change Management Request (CMR), Incident Management, Problem Management, and Task Management.
• Active Directory & IIS Management.
• Backup Management & Windows Alerts/Activity, Disaster Recovery.
• Kaseya,N-central, Logmein, LPI and Nagios,SolarWinds.
• Vendor Support (Microsoft, Office 365, Veeam, etc)
• Email Management
• Cloud Computing
• End User Support
• SOC Management
• AD/Windows Server Profile
• Migrations – AD Migration, Email Migration, VM Migrations
• Virtualization – Hyper-V and VMware

As a System Administrator -

I have actively contributed to the following profile-related tasks as System Administrator.

• 24/7/365 availability for critical restarts of infrastructure, Software, Backup, and internet connection.
• Windows Patching (Manual and Automatic through RMM Tools)
• Handled patch failure issues
• Backup Monitoring
• Worked on System generated events- Event 7, 11,1074,41 etc.
• Worked on performance alert- Low disk space, Memory, CPU utilization etc.
• Monitored alerts for 1000+ endpoints and troubleshoot issue when required.
• Worked on offline alerts - Physical(Dell, HP, IBM) & Virtual(Hyper-v, VMware)
• Performed RMM Deployment (Alert creation, alert set-up, etc.)
• Generated pie charts and detailed activity reports and represented them in front of customers
• Hosted customer's weekly calls and represented activity, and task status in front of customers
• Followed SLA, Escalation Matrix, etc.
• Created SOP, activity checklist, pre-post checklist
• Ticketing Tools: ConnectWise, Service Now.
• Backup Tools: Kaseya, Datto, Shadow protect, Acronis, Veeam Backup, Altaro.
• AV Tool: Webroot, Symantec, Sophos, Trend Micro, Crowd Strike, MacAfee.
• Activity- Patching, Antivirus, Audit Reports, User assigned work.