Sreevani MK
Bengaluru
Summary
Dynamic L1 Technical Support Engineer with proven expertise at BIOSME, adept in ServiceNow ticketing and N-able for efficient incidents resolution,proactive network monitoring. Successfully managed critical incidents, enhancing service delivery and minimising downtime. Committed in delivering expectional customers service and driving continuous improvement in IT operations.
Overview
3
3
years of professional experience
1
1
Certification
Work History
L1 Technical Support Engineer
BIOSME
Bengaluru
05.2021 - 06.2024
- Supporting 400customers on back-end networking support in private, public and hybrid cloud.
- Creating Incidents/problem tickets in service now to resolve issue.
- Taking ownership of primary IT request for clients infrastructure and resolving them.
- Ensuring only approved changes are scheduled changes are clearly documented and communicated.
- Implement changes and make sure they are completed successfully and on time.
- Scheduled coordinate and deployed server updates,maintenance with limited down time.
- Categorized issues based on severity grid and it's impact on production.
- Administering Cloud and Onprem virtual machine creation/decommission,configuration,migration,health check,troubleshooting on VM Level.
- Monitoring and resolving alerts ( connectivity,agent status,disk,memory,antivirus,website,URL,HTTPs) in sysmon (n-able) tool.
- Documented support interactions in ticketing system for tracking.
- Pulling reports from Vcenter.
- Creating user accounts using Active Directory service.
- Handling customers Vcenter ( Customer infrastructure).
- Proactive support using monitoring tools like SolarWinds, event viewer and vCenter performance monitoring.
- supporting critical network service including Active Directory, DNS,DHCP, Web-services,AV defender, AV full scan and installation.
- Creating tickets with solar winds for speed resolution of the major and critical incidents and prepare root cause analysis.
- monitoring network performance, server hardware,application virtual machine (VM ware,hy V) and security monitoring.
- N-able patch management features to automate software update and security vulnerability fixes across all clients endpoint,reducing security risk.
- coordinating with respective SMEs and with technical teams for speed resolution of the major and critical incidents and prepare root cause analysis.
- Quickly resolve all IP network Issues to reduce waste and downtime while ensuring clients SLA.
- Tracking health status of over all network infrastructure.
- Monitor ,operate,manage,trouble-shoot and restore service to terminal service clients service pcs,notebook with authorised access to network
- Configured and supported multiple remote site installation.
- Troubleshooting errors and configuration issues on all monitoring of the network.
- Initiate brigade calls during incidents and documenting key actions and events.
- Analysis of incidents response timelines for gaps and improvement opportunities.
- Trained new team members on support processes and tools.
Education
Bachelor of Computer Applications -
Maharani Lakshmi Ammanni College for Women
Bengaluru08.2019
Skills
- ServiceNow ticketing
- solar winds
- N-able N-Central
- Cloud farm
- IT Glue
- Active Directory managent
Certification
Server Management, NetCraftz
Disclaimer
I hereby declare that all the information furnished above is true to the best of my Knowledge.
Sreevani MK
Timeline
L1 Technical Support Engineer
BIOSME
05.2021 - 06.2024
Bachelor of Computer Applications -
Maharani Lakshmi Ammanni College for Women