Vimalraj Ramamoorthy
Summary
Adept at incident management and fostering cross-functional collaboration, I significantly enhanced major incident resolution efficiency at Noblq Technologies. My expertise in network troubleshooting and ability to motivate teams have been pivotal in achieving and surpassing SLA targets, demonstrating a robust blend of technical acumen and leadership skills.
Overview
15
15
years of professional experience
Work History
NOC Shift Lead
Noblq Technologies
12.2022 - Current
- Ensured compliance with internal policies related to incident management processes
- Assisted in developing training programs for staff on how to respond effectively when dealing with major incidents
- Documented all major incidents, including details such as timeline, key players involved, root cause analysis
- Monitored and tracked progress of Major Incidents from start to resolution using incident management tools
- Acted as an escalation point for unresolved or difficult major incidents
- Collaborated with cross-functional teams to identify root cause of Major Incidents, develop solutions and prevent future occurrences
- Produced documents, spreadsheets, reports and tracking structures
- Responded to critical incidents without delay
- Maintained an organized work environment by delegating tasks to staff as needed
- Communicated effectively with other departments within the organization regarding staffing needs or operational issues
- Manage (Zabbix, Splunk, SolarWinds) monitoring tools
- ServiceNow tool (Incidents, Alerts, Change Requests, Problem Record, Dashboard, Knowledge Article)
NOC Support Specialist
Billed Right Healthcare Solution
02.2022 - 12.2022
- Datto RMM tool for monitoring desktops and servers
- Auvik tool for monitoring all network-related devices
- ConnectWise tool for incident management
- Device offline, and troubleshooting virtual and physical network and servers offline
- Maintaining Active Directory management
- Desktop administration
- Any network-related issues
- Configuring the iDRAC and iLO
- Drive clean-up, Drive resizes, BSOD (server, workstation), IDRAC, ILO, Dell Open Manage, patching, drives, server maintenance, paging operation
- SMART error on physical drive, firmware update, hard disk bad block, high memory utilization (server, WS, firewall), file corruption
- Understanding the rules and policies created in security
- Whitelisting and Blacklist investigation
- Understating the rules to build the firewall with security and network
- Knowledge of the Meraki centralized portal
- Maintaining the Windows Server 2003, 2008 R2, 2012, 2016, 2019
- Configures, tests, and maintains LAN/WAN equipment and related services
- Identifies, diagnoses, and resolves network problems
- Securing network systems by establishing and enforcing policies, and defining and monitoring access
- The support and administration of firewall environments, in line with IT security policy
- Change the switches and configure them when they fail due to some technical issues
Service Desk Engineer
Ali Bin Ali Technology Solution
03.2017 - 08.2021
- Created user accounts, edited user account information, reset user passwords, and removed access to the network utilizing Active Directory
- Peripheral installation/support (LAN/local printers, card readers, scanners, etc.)
- Remotely connect to customers through AnyDesk or TeamViewer to resolve any issues
- Maintain a high degree of user service for all support queries, and adhere to all service level agreements
- Respond to inquiries from clients, and help them resolve any hardware or software problems
- Work closely with the development team, and install the development-related tools
- Attend the weekly team meeting, update any open issues, and provide an update on any escalations
- Log incidents and maintain records of all calls from users, using the designated tool
- Provides on-site and remote end-user services, including help desk and technical support services
- Working knowledge of Active Directory and Office 365 account administration, such as creating an account, managing permissions, resetting passwords, or creating group accounts
- Responsible for migrating desktops, laptops, and notebooks to a new domain
- Installed, upgraded, and replaced routers, switches, patch panels, servers, and network cables as needed
- Organize and coordinate activities associated with the installation, deployment, and upgrade of software (Windows), hardware, voice/video, and network facilities as they relate to the deskside environment
- Drive the resolution of all company technical escalations, including root cause analysis and issue resolution
- Lead and oversee day-to-day helpdesk operations to exceed customer expectations by delivering quality SLA response times and resolutions
IT Administrator
Sun Financial Agencies
04.2010 - 03.2017
- Windows (Active Directory, Domain Controller, DNS Server, Hyper-V, Windows Deployment Services, File Server, DHCP Server)
- IT Hardware Networking
- Configure DSL and ADSL modem
- Managing Group Policies and User Management
- Installing file secure software and configuration (SBI Bank, ICICI Bank)
- Managing routers and switches
- Handling the customer call and providing on-time resolution based on the priority to find the RCA
- Network files day-to-day backup (Gfi Network Backup Tool)
- Managing network file sharing
- Create a virtual machine and manage virtual networks
- Installing dialer software to configure SIP accounts
- Manage printer software installation, and network printer installation
- Application installation, configuration, and troubleshooting on Windows platforms
- Responsible for Vendor Coordination
- Drive day-to-day operations
- Managing Proxy Server (CCPROXY Version 8.0) (Network Website Blocking)
- Network troubleshooting (NIC card) and find the specific network drives installed manually
- Elastix Operating System (Sangoma Card Configuration in Intercom)
Education
Bachelor of Science - Computer Science
Thanthai Hans Roever College
Perambalur04.2010
Skills
- Incident management
- Major incident management
- Root cause analysis
- Network troubleshooting
- Monitoring tools
- Technical documentation
- Cross-functional collaboration
- SLA adherence
- Operations monitoring
- Monitoring tools management
- Technical support
- Shift leadership
- Operations management
- Team motivation
Timeline
NOC Shift Lead
Noblq Technologies
12.2022 - Current
NOC Support Specialist
Billed Right Healthcare Solution
02.2022 - 12.2022
Service Desk Engineer
Ali Bin Ali Technology Solution
03.2017 - 08.2021
IT Administrator
Sun Financial Agencies
04.2010 - 03.2017
Bachelor of Science - Computer Science
Thanthai Hans Roever College
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