Mohammed Hayat Ahmed

Team Lead-IT DataCenter Operations.

 Performing daily Wintel operation tasks like house keeping of Vmware, HyperV servers, Administration and Troubleshooting of Windows 2008 and 20012 servers.
 New server Deployment, VM Component expansion and resource management, server decommissioning.Performance tuning of servers, Virtual sessions and management of servers resources between virtual machines.
 Windows Server patching using Dell kace tool, ILO management and firmware upgrade, Working on server migrations, failover&failback using Zerto replication tool.
 Working on threshold management Incidents related to disk space, memory and CPU utilization, creation and deletion of Checkpoint and snapshot, Scheduling tasks, RDP issues, 3rd party vendor coordination and escalation.
 Working with Various technical teams for call resolution for high severity and escalated calls, Plan and Implement infrastructure Changes as per the process, Attending service restoration calls, doing Root Cause Analysis for severity 1 & Severity 2 calls.
 Working on all types of change requests normal, standard and emergency changes, Incident management, Problem management, Ticket trend analysis & corrective actions, working on a proactive approach to avoid reoccurring server issues.
 Monitoring datacenter environmental alerts related to devices like UPS, Netboltz, sensor pads, temperature, humidity, dew point, using datastruxure -APC layout tool.
 Forecasting and recommendation for Component capacity like disk, memory CPU etc, Creating and updating processl documents.
 Additional Responsibilities: Ageing Incident SPOC for all Infra tracks within the project, Preparing Performance Dashboard, sending daily Incident report, followups until final closure.

b) Designation:Shift Lead-Data Center Operations 21-Apr-2014 TO 13-May-2017

Project name: SC JOHNSON

 Monitoring various kinds of alerts and Events related to Servers, Storage, Database, Network, Security devices, Web Applications, AD, SAP Jobs and Citrix Services, Monitoring tools: CA-SOI, Nimsoft, Spectrum, ITSM Tool :Service Now.
 Performing Initial diagnosis and routing Incidents to appropriate resolver group after doing basic troubleshooting.
 Ensuring Team is following Incident Management process as per ITIL Standard, Conducting Incident Audits, Queue Management, Weekly and Monthy Performance evaluation of Team. Creating and Maintaining Process documents.
 Responsible for Shift management and making sure team members are available in shift, Preparing Daily and monthly reports etc, Handling Team Escalations, briefing and training team members.
 Co-ordination, collaboration between various Technical teams depending on the process. Ensuring SLA’s and OLA’S to be maintained as defined.
 Performing RCA, Participating in critical Incident calls and Change Implementation’s.
 Monitoring Operation mailbox for automated alert generation from systems, devices and notifications from ISP's,
 Ensuring smooth monitoring operations, Addressing operational and personal issues, counselling and conflict Management.

Roles and Responsibilities:

 Providing day-to-day Functional support to the Entire IT Domain of the Organization, size: 250 - 300 User support.
 Installation, Configuration and Maintenance of Desktops, Laptops, Local printers, Network Printers and Copiers, Cabling, file system security and Antivirus Management, Data integrity and security for Entire Work Stations.
 Operating system Installation, configuration and Support (Windows 2003, Windows 2008 r2, win 7 Professional, win xp), patch updates, User Management domain & work group users, File Management, Application Support, Email Support, (MS Outlook, Outlook Express, MS Office 2010 and 2007), Support Online Circular production applicable processes, Wireless configuration etc.
Service Desk Support, Delivering System and Network support, Remote Administration and End User Support, Conduct network troubleshooting to segregate and identify general network problems, Support in workflow evaluation and improvement.
 Support implementation and planning of deletions, additions and major changes to support regional infrastructure.
 System troubleshooting, recovering system crashes including Hardware replacement .
 Perform back-up support on entire workflow systems and disaster recovery preparation.
 Incident Management, Performing Preventive and Maintenance of All systems.
 Monitoring and Conducting System Audits, Maintain all local software and hardware licensing to ensure conformance.
 Managing supplier database, creating purchase orders, maintaining Asset Configuration and software Library’s, Price Negotiation and Follow-up with suppliers.

As a Part of Global Infrastructure Operations My duty was to Monitor Range of servers and Datacenters, Diagnosing Technical Faults and Restoring Services.
Monitoring Application Servers, Backup Servers&Webservers, Performing Day To day Service desk Functions Like: Incident Mangement, Event Management and Service request Management.
Control-M Administration: Scheduling Batch Jobs, Modifying Job Definitions and Performing Cross Functional batch Job Processing Using Sun Micro Systems and Unix Boxes.
Coordinating and interacting with DBA Teams, Unix Teams, Wintel Teams and Other Application Teams for Resolving Incidents within a Given SLA.

Additional Responsibilities: Worked as Quality analyst, Monitoring and Ensuring Implementation of ISO quality standards of project, Drafting monthly quality reports and conducting audits and sharing feed backs,
Designing and updating process documents and implementing security standards, Drafting Balance Score Cards within the project.

Configuring Accounts Using Active Directory services, creating share drives adding users to share drives and mapping network drives
 Installing, Configuring VPN and trouble shooting vpn issues, creating Main Frame sessions.
Trouble shooting Microsoft outlook, outlook express, yahoo applications and Online Protections, Providing solutions to clients email and on call requests.
checking backup and generating backup reports, Research and development, giving support to all business specific applications.

 Network support and Trouble shooting, providing solutions to customer’s technical queries related to ISP, Resolving management and technical complaints
 Technical support, Resolving High Level Complaints Related to ISP and Providing Best Resolution, conducting technical trainings, taking sessions and briefing operation leads and members about technical issues.
 Designing Modules for resolving technical issues, Doing root cause analysis and conducting client satisfaction surveys.
 Trouble shooting Microsoft outlook, outlook express, yahoo applications and Online Protections, Providing solutions to clients email and on call requests.
 Installing, Configuring Routers, testing Broadband Lines and providing relevant information regarding the services.

Teaching following Modules in IT:

1)DOS, WINDOWS, MS Office
2)Computer Hardware&Networking
3) Unix shell scripting
4)Oracle
5) Practicals and Lab Assistance.