Mohamed Nisath

Coordinated and executed multiple client tasks, emphasizing organizational skills. Handled database-related service requests, incidents, and activities such as monitoring, report generation, user management, space management, and response optimization (TPO). Additionally, trained new resources and documented daily tasks with Standard Operating Procedures
• Monitored and maintained Oracle databases, swiftly resolving tickets.
• Managed daily alerts, backup logs, archive logs, and tablespace usage.
• Collaborated with the development team to address root causes of issues.
• Conducted weekly maintenance and addressed customer queries.
• Worked closely with L2 and L3 resources, facilitating patching, upgrades, and implementations for the benefit of the team.
• Ensured seamless database operations in both production and development environments. Delivered outputs exceeding client expectations through effective configuration and resolution of technical issues. Achieved an impressive 80% of assigned Key Performance Indicators (KPIs) in quarterly and yearly performance reviews. Maintained a stellar record of 0% escalation and compliance violations in incident management.

Faced with managing an average of 50 hardware and software issues weekly, requiring prompt resolution to maintain operational efficiency. Responsible for diagnosing, resolving, and meticulously documenting hardware and software issues within strict SLAs, ensuring uninterrupted business processes. Required to assist in the installation and setup of 5 servers annually, alongside managing client-end configurations and performing network troubleshooting and firewall maintenance. Set up and configured computer systems for optimal performance.
• Employed proactive troubleshooting techniques to swiftly identify and address complex computer problems, ensuring a 95% resolution rate within SLA timeframes.
• Collaborated with team members to implement server installations, configurations, and software management tasks efficiently, contributing to a 20% improvement in system performance.
• Positively impacted organizational efficiency and productivity, ensuring smooth IT operations.
Successfully met and exceeded internal SLAs for technical support, ensuring 95% of hardware and software issues were resolved within specified timeframes. Contributed to the seamless implementation of server installations and setups, resulting in a 15% reduction in system downtime and increased user satisfaction. Played a pivotal role in maintaining network stability and security, resulting in uninterrupted business operations and a 25% decrease in security incidents.