Network Operations Center Engineer
Altitude Unlimited
Total years of experience :2 years, 7 Months
• Level1/2 support for Network/Server Infrastructure
• Attended to computer problems, rectifying them for the user and categorically classified it
• Monitored on all the critical alerts in Zabbix, worked on it using the tickets in ConnectWise and also communicated it with the customers.
• Rebooted the servers as and when needed according to the system generated tickets and also worked on all the other categories of the system generated tickets
• Configured hardware, devices and software using ConnectWise Automate & Control
• Added, Disabled and Deleted the users in the Active Directory as and when required
• Documented all transactions and support interactions in system for future reference and addition to knowledge base
• Completed the inventory and the Network Diagram (Both L3 and L2) for almost all the clients using Microsoft Visio
• Installed the Zabbix agent on the Windows servers for various clients
• Updated the templates in Zabbix tool as and when required
• Added, disabled and deleted the hosts in Zabbix whenever required
• Completed the system generated tickets in the ConnectWise Manage tool like Disk Cleanup, Software Application Crash, Antivirus Installation, Auto Services Stopped, Drive Space Critical and LT Agents offline on a regular basis
• Replied to the customers immediately (1 Hour SLA) whenever a ticket is raised in ticketing tool (ConnectWise Manage), or an alert is received through email (Outlook), or a call is received and if then troubleshooted those issues and resolved it or else escalated it to the L2 or L3 team accordingly
• Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
• Logged into the VMware ESXI of our datacentre and also the client's datacentre and managed it
• Downloaded the config backup of all the firewalls, routers and switches on a regular basis and updated it as and when required
• Exported the hosts of the clients from Zabbix as and when required to spreadsheet format and documented it for future reference and also documented it in our Manage Tool - ConnectWise Automate
• Cleared the VPN tunnels in the FortiGate and SonicWall firewall for any network issue with the clients
• Cleared the sessions in both the FortiGate firewall and the Zabbix monitoring tool
• Monitored and rebooted and also changed the IP addressed of the AP’s using the Aruba Airwave portal, Arista portal and Cisco Meraki Wireless infrastructure for various clients
• Changed the IP address of the AP’s in Zabbix by referring with AP portal whenever required
• Prepared reports by collecting, analysing and summarizing information using ConnectWise Automate and then sent to all the customers every month
• Built and maintained infrastructure consisting of Windows and Linux
• Monitored and ran the backups on a daily basis for all the clients using the backup tools like Axcient BRC, Replibit and Anchor (Synced Tool) and also reported and notified to the customers for any failed backups and then re-ran it.
• Communicate with site technicians or third parties for the problem resolution
Done Master of Computer Applications at Unversity of Madras, Chennai. Completed the Masters's Degree by 2012