Sharath kumar Naidu V
Information Management senior specialist
Bengaluru
Summary
ITIL V3 and CCNA Certified engineer with experience of 13 Years in operations. Capable of working on multiple issues with different domains under Infrastructure.
Been a Key Resource over 8 years across multiple organizations Providing crucial service and Prime deliverables.
Being a dedicated, determined and Growth oriented Individual , who is resilient to the challenges with Problem solving demonstrable ability.
Accountability and Deliverable has been a prime focus, with good communication skills between team members and clients, with the leadership qualities and forward thinking abilities.
Overview
14
14
years of professional experience
Work History
Information Management Senior Specialist
Conduent Business Services
04.2018 - Current
- Team Lead with 6 years of experience in Network Infrastructure , Lifecycle of Incident, Change and Problem Management.
- Code of Conduct involves .Handling team of L2 Engineers, that does involve Ticket Assignment’s , Sharing KT. Guidance to team in case of Executive based alerts and Priority based Escalations.
- Project work Such as Remediation ,AMC Project,Back end Process driven Implementation as part of Business compliance.
- Driving , Audit trials with Clients Pertain to Network Infrastructure with demographical details.
- Spoc to Manage off shore Datacenter.Both Physically and Virtually.Member in board of Annual shut down Activities.
- Spoc to Vendors and Carriers Pertain to Network Infrastructure.
- Surveilling SLA’s and KPI of team members , Prioritizing Incidents based on their criticalities. Dig in to rabbit hole for Root cause Analysis and It’s Solution Implementation.
- Monthly reporting , to Ensure all SLA’s and KPI’s have met.
- Creating Network Infrastructure Inline diagrams for Client’s and sites (India) through Visio.
- Part of Data centre migration, Involves Physical racking and Configurations of Network Gears.
Information Management Specialist
ATOS IT Services And Solutions
10.2015 - 04.2018
- Did grow in to Shift Lead for Account , that does involve below routine for day in day out operations.
- Was Also Part Shared Infrastructure Environment , Providing Network support.
- Managed network performance and implemented changes to improve efficiency.
- Provided hands-on troubleshooting, Cisco routing and switching and firewalls (Cisco ASA and Palo alto) to resolve issues in stipulated timeframe.
- Supervising Folks to ensure and drive them to act on Incidents Proactively.
- Delegating between Vendors , and various support teams in case of Priority based Incidents for quicker resolution with in SLA .Providing Concise and meaningful communication to Stake holder and Executive Management.
- Evaluating team members active Incidents, Change and addressing it with guidance with consistent followup till resolution is achieved.
- Responsible for chair Meeting, with internal team members , Change management and Problem management team pertain to reoccurring issue to rabbit hole and drive them towards Permanent fix. With Root cause Analysis.
- Accountable for delivering Daily,Weekly and Monthly reports.
- Analysis of network security and current infrastructure, assessing areas in need of improvement.
- Managed life cycle replacement of hardware and software.
Network Administrator
IPsoft
05.2012 - 10.2015
- SME and Point of contact in specific to 3 clients under shared NOC environment for off shore .
- Preparing every day and monthly change reports and maintenance of Checklist library.
- Responsible for Ownership and Coordination of actions of those incidents.
- Communicating progress of incidents to relevant parties. Follow-up on escalations and issue tracking.
- Coordinate and facilitates incident resolution by engaging variety of support teams.
- Demonstrated fault-finding and problem-solving skills, providing swift solutions to network and infrastructure issues.
- Was part of Network Harding.
- Provided professional, reliable network support reducing operational downtime.
- Installed and configured LAN.
- Participated in Network migrations and upgrades swiftly and accurately, aiding smooth-running IT operations.
- Communicated with service users, explaining complex technical information with ease and clarity.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
Technical Support -FL
Seaton India(Dell)
05.2011 - 11.2011
- Was first line technical support , assisting clients pertain to Dell related hardwares.
- Maintaining AHT and Customer satisfaction use to be Prime Goal.
- Being pro active team member, actively taken customer calls , with good listening skills drove issue to resolution.
- Did maintain KPI’s in place and participated in team activities.
- Assisted with updating technical support best practices for use by team.
IT Technical Support Representative
Ibm, At&t
09.2010 - 03.2011
- Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
- Assisted customers with more difficult technical issues requiring greater level of care and in greater length.
- Assisted clients with general support for hardware, peripherals, network connections, and external software.
- Escalated support desk tickets to Level 3 in most crucial circumstances and after considerable time had been spent on single ticket.
- Onboarded and trained all incoming junior tech support specialists.
- Enhanced customer satisfaction by providing timely and effective IT support to end users.
Education
Bachelor of Engineering Technology - Information Science And Technology
Shri Siddhartha Institute of Technology
Tumkur 04.2001 -
Skills
Strong Leadership skills in operations Incident, Change & Problem management and outage handling
Well fortified with Infrastructure Implementation
Security and Communication Strategy for audit queries on demand
Experience BMCRemedy, Radar, Visio, Service now
Multitasking
Written Communication
Management collaboration
Team building
Excellent Communication
Documentation Management
Root Cause Analysis
Timeline
Information Management Senior Specialist
Conduent Business Services
04.2018 - Current
Information Management Specialist
ATOS IT Services And Solutions
10.2015 - 04.2018
Network Administrator
IPsoft
05.2012 - 10.2015
Technical Support -FL
Seaton India(Dell)
05.2011 - 11.2011
IT Technical Support Representative
Ibm, At&t
09.2010 - 03.2011
Bachelor of Engineering Technology - Information Science And Technology
Shri Siddhartha Institute of Technology
04.2001 -