Summary
Overview
Work History
Education
Skills
Roles And Responsibilities
Previous Employer
Personal Information
Extracurricular Activities
Disclaimer
Timeline
Hi, I’m

Vinoth Chandran

Coimbatore
Vinoth Chandran

Summary

As a bright ambitious person, I enjoy working in a fast paced, highly motivating position where I can assist others while challenging and expanding my knowledge and understanding of the task at hand. I am seeking a position that will utilize my skills and offer the chance for advancement as well as allow me the opportunity to gain additional skills and experience.

Overview

20
years of professional experience

Work History

Cognizant Technology Solutions

NSS-GSD ,System Analyst
02.2011 - 12.2013

Job overview

  • Managing Active directory, Distribution Lists, Common Mailbox, User account, Temporary/Guest ID, Supporting end users through calls mails and remedy tickets, Incident classification, Initial support, Investigation & diagnosis, Resolution & Recovery, Incident closure, Providing 24x7 first level and second level support and first call resolution to the Global users, Coordinate cross department communications when required to assist in resolution of Incidents, Responsible to ensure Severity 1 & 2 SLA's are met, Ensure proper Management of Sev1 & Sev2 queries/ monitoring, Ticket creation/Categorization/Prioritization/Resolution, Ticket escalation to respective Support Group, Remote support through Dame Ware 6.7; RDP-Terminal server, Aptean and Microsoft LiveMeeting for users, Trouble shooting and resolving problems within SLA, ensuring qualitative Deliverables, Troubleshooting of all Exchange issues, Lotus Notes, Laptop Issues (Both Hardware & Software), Wireless issues, VPN issues, activation and troubleshooting of BlackBerry, Support for onsite users (US, UK, Other Cognizant/client locations), Configuring Outlook (RPC over HTTP) for easy accessing of e-mails through internet, Troubleshooting Outlook issues, Upgrading Outlook Version, Troubleshooting Laptop and Desktop issues (Hardware & Software, Performance, Virus/Spyware & Wireless), Cognizant VPN Connectivity issues from Home/Client location, Installing Software’s, Windows Patch/Security Updates, and McAfee DAT Updates, BlackBerry activation/troubleshooting, Troubleshooting virus issues, FTP/SFTP access and downloads, Printer issues, File sharing, Maintaining system Integrity, Virus scanning and troubleshooting all basic components which helps in system maintenance, Creation of Guest ID through IBM Tivoli - Identity Management Systems, Installation, troubleshooting all kinds of software for Cognizant employees in desktops/ Laptops, Monitoring the Exchange servers through System Manager

Cognizant Technology Solutions

HealthNet Win7 Enterprise Migration
03.2014 - 05.2014

Job overview

  • Troubleshooting operating system issues after migrating from WinXP to Win7 through SCCM, Troubleshooting Application issues, Troubleshooting Browser issues, Troubleshooting Internet Connectivity issues, Installing and troubleshooting software’s through run advertised programs, Running SCCM fix for blank issues in advertised programs, Updating Group policy

Cognizant Technology Solutions

MetLife Project ,Change Coordinator
11.2014 - 09.2016

Job overview

  • Attending PCAB, CAB calls, Project calls, Communication, Understand the impact of the change, Identifying EAD applications using different portals, Drafting notification & managing approvals, SharePoint entry creation, Remedy, Queue Management, Identifying release Vs Enterprise Infrastructure Outbound changes, Providing approvals in remedy, Collision Management, Hardware/Software Release two week look ahead report creation, Collision report creation, Collision Management call, Identifying potential collision and work on resolution

Cognizant Technology Solutions

Aetna CB Managed Services ,Lead
12.2016 - 12.2017

Job overview

  • Managing a team of 14 members for Monitoring and CBMS queue clean up, Sending daily reports of Snow assignment, SLA breach status, Incident dashboard, Attending daily touch point meeting, Running daily incident triage updates and making sure the incidents doesn’t breach the SLA, Sending WSR reports, Monthly Governance data within AVM

Cognizant Technology Solutions

Emblem Health ,L1.5
01.2018 - 03.2019

Job overview

  • Alert monitoring, ticket handling, Dispatching ticket to right groups, Placing servers in Maintenance mode, Creating Citrix VDI for Emblem health users, Troubleshooting Citrix VDI slowness and login issues, Creating DL, Shared mailboxes for the users

Cognizant Technology Solutions

MetLife
04.2019 - 06.2020

Job overview

  • Enhanced Environment Management, Monitor the health of the application and announce the status of the application based on the track’s defined frequency, Mediated all conflicts regarding incidents by bringing in the appropriate team in a timely manner, triage issue towards resolution and acted as a focal point for suggestions regarding incident procedures, Announced Minutes of each of the triage to all the stakeholders every 15mins, Worked on Status report, Metrics report, and Client Governance report compliance, SLA Management and ensure the team is adhered to Quality/Audit compliances

Cognizant Technology Solutions

Allianz Global Investors ,Lead
08.2020 - 11.2020

Job overview

  • Kodiak Windows 10 Migration, Migrating users from Windows 7 to Windows 10, Providing Support for AllianzGI Kodiak Project from August 3rd - On the day of migration, we will receive users list from the team
  • After the daily project team meeting with the clients, we will validate the Pre-Check list received from onsite engineers with the other tower teams and start the migration for cut over on time
  • We will run the app inventory to take the application list of windows 7 machine, perform reuse or refresh commands using command script, push the required applications and monitor the windows 10 machine in DSM Console till the windows and applications are installed
  • On the following day if anything is pending will monitor the groups and coordinate with onsite team to complete the pending migrating machines (OS/Applications)
  • During the handover of the machines, we will the get the Comments and Feedback from the User's end for preparing & sharing the migration handover sheet to the project team
  • Onsite and offshore team handling, Providing project deliverables and status update to the clients

Cognizant Technology Solutions

Severn Trent Water Plc
11.2020 - 01.2021

Job overview

  • To reduce the Backlog Incidents & Service requests, Worked as team member in reducing the number of incidents and service requests from SNOW which were pending for long time inside Citrix Environment, Resolved outlook issues, Team issues, Creation of Distribution list, shared mailboxes, Researched pending issues and implemented solution by referring the KB articles, Worked with client and transferred to other groups in Snow which were not in our scope

Franchise-Helpdesk Outsource

Lead
02.2021 - 03.2024

Job overview

  • Working as a Lead for IOT Printer support & Windows support, Managing the Printing Team & Windows Team, Responsible for reducing the backlog, Escalation and coordination, Presenting Printing Team & Windows Team in Daily call stand up and Monthly MSR with clients, Proficient in supervising cloud platform-based print services of CANON and HP, Proficient in configuring and setting up HP Print where Version 6.X and Canon Uniflow, a cloud-based print service deployment with experience in troubleshooting HP Print where and Canon Uniflow issues, Proven ability to lead and handle escalations at LEVEL #2 and LEVEL #3, ensuring faster resolution of issues, Demonstrated ability to work closely with vendors such as Canon and HP, coordinating on contributing issues and working towards a resolution, Managed devices, user information on AZURE Active Directory & In tune, Working with Microsoft Exchange

Sutherland Global Services

Escalation Engineer
08.2004 - 08.2010

Job overview

  • L2 Role for Microsoft Client, Installing Windows XP, Windows Vista and Windows7 operating system, Repairing and reinstallation of Windows XP, Windows Vista and Windows 7, Troubleshooting Internet Explorer Browser issues, Troubleshooting Internet connectivity issues, Troubleshooting Flash issues, online videos, Troubleshooting online games, Troubleshooting system performances, Troubleshooting networking, file sharing, permissions, L2 Role for Symantec Client, Troubleshooting on the Norton Products and the resolution of the new issues, Provided effective and consistent technical support, Researched technical solutions for Norton Products, Responsible for publishing and maintaining technical support solutions

Education

B.Sc. Electronics

University Overview

  • ITIL V3 (Cognizant Internal Certification)
  • ITIL Level 0 : Process Space (Cognizant Internal Certification)
  • ITIL Level 0 : Yellow Belt (Cognizant Internal Certification)
  • Brain bench Certification : IT Help Desk & Networking

Skills

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Roles And Responsibilities

  • NSS-GSD, System Analyst, Managing Active directory, Distribution Lists - Creating, Modifying, Maintaining and Deleting Process on both Normal and Security DL., Common Mailbox - Creating, Modifying, Maintaining and Deleting Process., User account – Modifying and Maintaining E-mail address, Logon Script, mailbox size, Remote access and Moving Objects & Mailbox., Temporary/Guest ID – Creating, Extending, Maintaining and Deleting., Supporting end users through calls mails and remedy tickets., Incident classification, Initial support, Investigation & diagnosis, Resolution & Recovery, Incident closure., Providing 24x7 first level and second level support and first call resolution to the Global users., Coordinate cross department communications when required to assist in resolution of Incidents., Responsible to ensure Severity 1 & 2 SLA's are met. Ensure proper Management of Sev1 & Sev2 queries/ monitoring., Ticket creation/Categorization/Prioritization/Resolution., Ticket escalation to respective Support Group., Remote support through Dame Ware 6.7; RDP-Terminal server, Aptean and Microsoft LiveMeeting for users., Trouble shooting and resolving problems within SLA, ensuring qualitative Deliverables., Troubleshooting of all Exchange issues, Lotus Notes, Laptop Issues (Both Hardware & Software), Wireless issues, VPN issues, activation and troubleshooting of BlackBerry., Support for onsite users (US, UK, Other Cognizant/client locations), Configuring Outlook (RPC over HTTP) for easy accessing of e-mails through internet., Troubleshooting Outlook issues., Upgrading Outlook Version., Troubleshooting Laptop and Desktop issues (Hardware & Software, Performance, Virus/Spyware & Wireless), Cognizant VPN Connectivity issues from Home/Client location., Installing Software’s, Windows Patch/Security Updates, and McAfee DAT Updates., BlackBerry activation/troubleshooting., Troubleshooting virus issues., FTP/SFTP access and downloads, Printer issues, File sharing, Maintaining system Integrity, Virus scanning and troubleshooting all basic components which helps in system maintenance., Creation of Guest ID through IBM Tivoli - Identity Management Systems., Installation, troubleshooting all kinds of software for Cognizant employees in desktops/ Laptops., Monitoring the Exchange servers through System Manager.
  • Healthnet Win7 Migration, L2, Troubleshooting operating system issues after migrating from WinXP to Win7 through SCCM., Troubleshooting Application issues., Troubleshooting Browser issues., Troubleshooting Internet Connectivity issues., Installing and troubleshooting software’s through run advertised programs., Running SCCM fix for blank issues in advertised programs., Updating Group policy.
  • MetLife, Change Coordinator, Attending PCAB, CAB calls, Project calls., Communication: Understand the impact of the change., Identifying EAD applications using different portals., Drafting notification & managing approvals., SharePoint entry creation., Remedy: Queue Management., Identifying release Vs Enterprise Infrastructure Outbound changes., Providing approvals in remedy., Collision Management: Hardware/Software Release two week look ahead report creation., Collision report creation., Collision Management call., Identifying potential collision and work on resolution.
  • Aetna CB Managed Services, Lead Role, Managing a team of 14 members for Monitoring and CBMS queue clean up., Sending daily reports of Snow assignment, SLA breach status, Incident dashboard., Attending daily touch point meeting., Running daily incident triage updates and making sure the incidents doesn’t breach the SLA., Sending WSR reports, Monthly Governance data within AVM., Aetna – Application Portfolio Management: Adding applications to ITPM Portfolio., Assigning technical owners to the added applications., Validating technology data in Tabor (Technology asset book of record) against BDNA Technopedia and importing various attributes of technology such as product name, version number, primary vendor and support end date etc.
  • Emblem Health, L1.5, Alert monitoring, ticket handling, Dispatching ticket to right groups., Placing servers in Maintenance mode., Creating Citrix VDI for Emblem health users., Troubleshooting Citrix VDI slowness and login issues., Creating DL, Shared mailboxes for the users.
  • MetLife, L1, Enhanced Environment Management, Description: Enhanced Environment Management team works 24/7 monitoring the health of the critical applications that are due to release in stringent timelines, by smoke testing in the Lower Environment, to ensure the applications are available for the testers to test. In case of an issue have war rooms initiated and triage the issue to closure ensuring 90% availability of the application/environment., Roles and Responsibilities:, Deliverables: Monitor the health of the application and announce the status of the application based on the track’s defined frequency
  • Mediated all conflicts regarding incidents by bringing in the appropriate team in a timely manner, triage issue towards resolution and acted as a focal point for suggestions regarding incident procedures.
  • Announced Minutes of each of the triage to all the stakeholders every 15mins.
  • Worked on Status report, Metrics report, and Client Governance report compliance. SLA Management and ensure the team is adhered to Quality/Audit compliances.
  • Allianz Global Investors, L1, Kodiak Windows 10 Migration, Description: Migrating users from Windows 7 to Windows 10., Roles and Responsibilities: Providing Support for AllianzGI Kodiak Project from August 3rd - On the day of migration, we will receive users list from the team. After the daily project team meeting with the clients, we will validate the Pre-Check list received from onsite engineers with the other tower teams and start the migration for cut over on time. We will run the app inventory to take the application list of windows 7 machine, perform reuse or refresh commands using command script, push the required applications and monitor the windows 10 machine in DSM Console till the windows and applications are installed. On the following day if anything is pending will monitor the groups and coordinate with onsite team to complete the pending migrating machines (OS/Applications). During the handover of the machines, we will the get the Comments and Feedback from the User's end for preparing & sharing the migration handover sheet to the project team. Onsite and offshore team handling, Providing project deliverables and status update to the clients.
  • Severn Trent Water plc, L1, Description: To reduce the Backlog Incidents & Service requests., Roles and Responsibilities: Worked as team member in reducing the number of incidents and service requests from SNOW which were pending for long time inside Citrix Environment., Resolved outlook issues, Team issues, Creation of Distribution list, shared mailboxes., Researched pending issues and implemented solution by referring the KB articles., Worked with client and transferred to other groups in Snow which were not in our scope.
  • Franchise-Helpdesk Outsource, Lead for IOT Printer support & Windows support, Description: Working as a Lead for IOT Printer support & Windows support, Roles and Responsibilities: Managing the Printing Team & Windows Team, Responsible for reducing the backlog, Escalation and coordination., Presenting Printing Team & Windows Team in Daily call stand up and Monthly MSR with clients., Proficient in supervising cloud platform-based print services of CANON and HP., Proficient in configuring and setting up HP Print where Version 6.X and Canon Uniflow, a cloud-based print service deployment with experience in troubleshooting HP Print where and Canon Uniflow issues., Proven ability to lead and handle escalations at LEVEL #2 and LEVEL #3, ensuring faster resolution of issues., Demonstrated ability to work closely with vendors such as Canon and HP, coordinating on contributing issues and working towards a resolution., Managed devices, user information on AZURE Active Directory & In tune., Working with Microsoft Exchange.

Previous Employer

Sutherland Global Services, 08/23/04 - 08/20/10, Windows, Symantec, Escalation Engineer, L2 Role for Microsoft Client, L2 Role for Symantec Client

Personal Information

  • Date of Birth: 10/12/80
  • Nationality: Indian

Extracurricular Activities

Table Tennis Runners up in college level.

Disclaimer

I hereby declare that all the information provided above is true to the best of my knowledge and belief.

Timeline

Lead

Franchise-Helpdesk Outsource
02.2021 - 03.2024

Severn Trent Water Plc

Cognizant Technology Solutions
11.2020 - 01.2021

Allianz Global Investors ,Lead

Cognizant Technology Solutions
08.2020 - 11.2020

MetLife

Cognizant Technology Solutions
04.2019 - 06.2020

Emblem Health ,L1.5

Cognizant Technology Solutions
01.2018 - 03.2019

Aetna CB Managed Services ,Lead

Cognizant Technology Solutions
12.2016 - 12.2017

MetLife Project ,Change Coordinator

Cognizant Technology Solutions
11.2014 - 09.2016

HealthNet Win7 Enterprise Migration

Cognizant Technology Solutions
03.2014 - 05.2014

NSS-GSD ,System Analyst

Cognizant Technology Solutions
02.2011 - 12.2013

Escalation Engineer

Sutherland Global Services
08.2004 - 08.2010

B.Sc. Electronics
Vinoth Chandran