Network Support Engineer L2 &L3 Operations Supports, ITIL Management, Network security
RR Donnelley India Outsource Pvt Ltd
Total years of experience :11 years, 8 Months
Cisco Routing & Switching concepts, Cisco Routers (2800& 3800Series) Configurations
Cisco Catalyst Switch Configurations (Cisco Switches-Catalyst3750, Catayst-2960SF)
Cisco Switches Interface configuration, Switch Port connectivity, Switch to end device connectivity, L3 switch Protocols Concepts, Secure Switch access, Switch Security Protocols
VLAN Creation, Inter VLAN Creation, VLAN Trunking Protocols, VLAN troubleshooting
VTP configuration, Switch port Security concept, Knowledge in SSH, Telnet-Terminal operations
Knowledge in Router Security, ISO Layer concept, New Implementation & Network Setups.
Routing Protocols- OSPF, EIGRP, BGP, RIP2, HSRP, NAT, VTP, ACL, E-channel, ADSL Routers
L2 & L3 Switches, IPV4, IPV6, Sub netting, DHCP, ACL Operations, IP Reservation
Experience in co-ordination with different ISP Vendors for (MPLS Cloud Connectivity)
Knowledge in Network Traffic Monitoring tool -PRTG Monitoring tool & solar winds
Remote Host Configurations, ISP Vendor supports, External client Network Supports
Router security, Device Security, User Authentication with Password Encryptions
Experience to work as a Network Operations Engineer, Knowledgeable ideas and solutions for full fill the client expectation to provide the real time operations supports.
Experience for Supporting & coordinating with ISP- Service Provides for the implementation of Internal Infrastructure
Knowledgeable experience for coordinating with ESG team-Network Security Group
Be a part of Operations team, meet the client level expectation and provide resolutions for all kinds of networks related issues which causes their Productions deliverables.
24/7 support for monitoring the network Infrastructure in order to avoid the High level business impacts.
Provide proper resolutions for coordinating with tier-3 network team for avoiding the SLA violations
Work on the Basis of customer/Client Incidents, providing appropriate resolutions, in order to avoid the escalations.
Monitoring the Ticket queue and give the proper updating and follow up with ISP vendors to rectify the Network utilization and network Latency.
Provide on-call supports to concern teams for the immediate restoration of site/Link Outages.
Maintaining the site to site Documentations as a source, for Analyzing and optimizing the network infrastructure Operations.
Ensuring the Infrastructure devices security & Health checkups, reports generations
Monitoring the appropriate alerts from the Network devices and analyzing the root causes, capturing the logs, NOC Level co-ordinations for the troubleshooting & rectification
PRTG Monitoring tool, Solar winds, Nagios, SSH, Telnet, Putty, E-Putty, RDP, Dam ware,
PC-Anywhere, Terminal service, Team-viewer, AmmyAdmin, Hyper-V, SCCM
ITIL Service Management foundation v3, Service Now Ticketing tools, CCM Tool, BMC remedy.
• Management and resolution of Technical issues logged by the Customers Internally & Externally
• Provide high quality, real-time assistance to the operations team when faced with problems related to networking, operating systems, servers and desktop, which could have an impact on the productivity.
• Strong Knowledge in Service Desk Technical operations ITIL-Frame(Ticketing tools-Service-now, CCM)
Tool, BMC Remedy -Incidents monitoring tool, Service Center (ITIL-Operations)
• Incident and Request & Change Ticket Management - able to attend to issues and requests filed in the ticketing system within SLA. Ensures that Sev 1 incident management protocol is being observed.
• Being a Technical support engineer, trying to provide the best solution in a single ticket from the customers, handling level 1 and level 2 cases and escalating the same to core team for the inspection.
• Experience to Handle(Incident Management, Request, Change implementation, Severity1, 2, 3 incident), Client Request Management(Site Access), Infrastructure Change, Assset Management
• Maintaining Active Directory & Users, Group Policies, OU and permissions
• Knowledge in information security aligning to ISO-27001 Standards.
• Maintain and administer Computer Networks and related Computing Environments, Including Hardware
• Operating systems Encryption with Symantec-SEE-Drive Encryption client & Management agent
• System patch management using the Enterprise Server console-Symantec Altris Patch Management
• Monitoring the alerts form the Systems & Servers, Backup Servers, VM-Servers(Tool-Nagios)
System Software, Application Software’s Installation & Desktop Windows & Mac Supports
• Assign User & Groups to Proper groups in Active directory-OU, s
• Windows Desktops & MAC-OS systems and Technical Support Administrations
• Experience with a focus on Both Internal and External Client Management
• Experience in Windows Server 2003/2008-R2/2012-R2/VM-Ware OS/Vm-ware-Exsi/FileZilla
• Strong Experience in Backup & Restore Operation (Symantec Backup Exec-2010 Enterprise, 2014-Exec Remote Management tool, Exec-Server Administration Console-2014)
• Daily Incremental Backup, Differential Backup, Weekly Backup, Monthly Backup, Data
• Migration of Users and Client Computers / Servers in Active Directory
• Group Policy Implementation as per company’s standards
• SEP Migration /Deployment to Client’s Systems
• OS / Application Migration from Windows XP to Windows 7
• New Project Implementation by coordinating with Client IT/ Onshore IT Teams
• Maintaining the Standard Security Company Policies on Servers/Applications
• Maintaining the Server Checklist and documents as per Company Policies
• Demonstrable understanding of Networking/LAN/WAN/DNS Concepts
• Working with vendors for new project implementations related to network supports
• Strong Customer orientation and able to manage Customer expectations
• Outstanding Management, Interpersonal, Communication and organizational Skills.
• Excellent Ability to Handle Clients professionally during all Interfaces
• Accurately enter and track all relevant information in Service delivery tools Software’s and tools
• Maintaining high commitment and to providing excellent customer experience at all times
24 x 7 technical supports for both internal and external customers
• Incidents Management, Request Management, Problem Management
• Supports Active Directory domain users / Groups, OU Management
• Remote Supports Provided for the client side
• Manage exchange mail users and distribution list
• Create Public folder mail box and set forwarder
• Create Security Groups and set access permissions to domain user
• Raise Incidents and ISR assigned to our Site IT Group following ITIL process flow
• Provide Support and FCR for all IT Technical Issues
• Enable / Disable & delete Exchange and Active Directory users, computers & Groups
• Coordinate with Server team and onsite team for technical issues.
• Maintaining the SLA for Incidents and ISR assigned to our Site IT Group
• Monitor and attend to issues related to Hardware / Network Computers and Application issues regularly
• Scheduling and monitoring automatic daily incremental / differential / weekly full backups
• Coordinate with Server team for disk quota/ new shares per ISR / new project requirement
• Server 2008-R2, 2012-R2 data Center, Symantec Backup-Server Exec-2010, Exec-2014
• Knowledge in ADDS, Group policy Management, OU Management, Server Installation.
• Windows Patch Magament-Altirs Server, SCCM server, Nagios Monitoring server
• Active directory - GPO, DNS, DHCP and Print Servers Configuration
• System Hardening and Patch Management
• Remote Desktop & Terminal Services
• Incidnets, Change and Problem Task management
• Advanced Remote Management of Hardware and Software Resources.
.Unix/Linux systems administrator with experience in configuring, monitoring, upgrading and
.maintaining systems hardware, software and related infrastructure.
• Strong analytical skills, able to work with technicians from various engineering disciplines to
troubleshoot complex Unix Server system-level issues.
• Experience providing Unix support to maintain systems in world-class production data centers
• Mysql & Data Base Administration, Backup operations, Updations, Deletions, Events Monitoring
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• Active directory - GPO, DNS, DHCP and Print Servers Configuration
• System Hardening and Patch Management
• Remote Desktop & Terminal Services
• Incidnets, Change and Problem Task management
• Advanced Remote Management of Hardware and Software Resources
• Supports Active Directory domain users / Groups, OU Management
• Remote Supports Provided for the client side
• Manage exchange mail users and distribution list
• Create Public folder mail box and set forwarder
• Create Security Groups and set access permissions to domain user
Responsibilities
1. Perform desk-side support service per Clients pre-defined/location specific service process
2. Manage workflow and service request through Clients call ticketing system
3. Software installation, configuration, and troubleshooting for end users
4. Hardware and Software upgrades
5. Performance of IT support duties as defined by the appropriate I.T Support team leader
6. Network printer installation/configuration
7. General Desktop Support/Project Coordination/Move activities
8. High level of customer focus and strong customer support commitment.
9. Support and assist colleagues; commit to and be accountable for overall group success.
10. Work with other support groups and vendors to provide seamless support to customers.
11. Monitor, analyze and address reliability and performance issues.
12. Analyze problems, develop creative solutions and assess risks/benefits.
13. Develop strategies for resolving them and preventing future occurrences.
14. Work with 2nd level support group to assist with application design/development/upgrade testing and implementation.
15. Assess and address compliance with applicable IP Policies, Standards and Technical controls.
16. Document supported system and application procedures and processes.
17. Staffing the help desk as needed.
18. Keep abreast of technology changes and Client’s operating environment changes to assess potential impact to supported systems and applications and to proactively look for opportunities to improve service and /or reduce costs
19. Participate in Change Management Process.
20. Occasional after-hours and weekend support is required.
21. Participate in project work as assigned.
Having Bachelor's Degree Specialization with Computer Science & Software Application with 68 % of Marks & successfully passed out from the university
Lateral Diploma in Computer Science & Networks.