SUMMARY

• 10 Years of experience that includes networking, system administration, product support and Infrastructure Support onto various levels as Technical Support Engineer, Network Support Specialist, Datacenter Support Specialist and Project Lead /Site Manager.
• Rack, install and configure equipment (servers, routers, switches, HP Blades, etc) in the datacenter. Troubleshooting Windows/Unix/Linux/Solaris Server Operating Systems and LAN related issues as and when required.
• Experience in Co-coordinating with the testing and engineering team for raising bugs and developing builds and configuration environment to support building of Linux RPMs, Linux distro ISOs for HCA device drivers on Linux.
• Provided Support for all server OS – Windows, Linux, UNIX , VMWare & VMWare VDI.
• Familiar with Redhat Kick-Start, RHEL3, RHEL4 and Redhat Anaconda scripting environment.
• Expert in providing support for DAVOX/Unison calls centers employing hundreds of agents, handled crucial integration roles and have customized and tested the Davox's Dialers and CTI software applications.
• Maintained environment of around 750 users, installed Windows 2000(Professional & Server), Windows NT (Workstation & Server), 9X, MS Dos, Microsoft Software’s and so on.

SKILLS

Operating Systems: RHEL3 & RHEL4, UNIX, Windows NT Server/Workstation 4.0, Windows 2000, 2003,2008 enterprise, client/server, Advanced Server, Windows XP Pro, Windows 7 and MS-DOS 7, Solaris 8 & 9.
Applications & Databases: Microsoft Office 2000 & 2003, Internet Explorer. Sybase, MS -SQL
Networking: Installation and configuration of Win NT 4.0, Win 2000, 2003, 2008, Win XP, Win 7,Solaris and Redhat including setup and hardware troubleshooting of various protocols (TCP/IP, IPX/SPX, PPP). Experienced with Cisco Server Switches, configuration of Infiniband, Fibre Channel Gateway, and Ethernet Gateway on the Server switch. Installation and configuration of RHEL3 and RHEL4 including setup of Sendmail, squid proxy server, NFS, NIS, DNS, and Apache Web server.
Datacenter: Racking, Staging & Cabling of all devices (Servers, Switches, Routers, HP Blade Servers, etc.) Knowledge of UPS, CRAC, PDU’s & Racks. Rackwise inventory management, Vendor Management.

EDUCATION

Bachelor of Engineer Specialized in Civil Engineering

CERTIFICATION

• Linux Administration - Brain Bench Certification (Secured 2.94)
• Honors Diploma in Network Centered Computing-NIIT (Secured 86.4%)
• Red Hat Certified Engineer – Linux (RHCE – completed course)
• Certificate of Elective Minor Course-Leadership Qualities at NIIT
• Six Sigma Green belt Certification – Genpact – GE
• ITIL Foundation Certification.

EXPERIENCE

Confidential, Stamford, CT (March’07 to Present)
Datacenter – Site Team Lead / Project Lead / Infrastructure Specialist (Team Size 6).
Clients – Confidential

• Responsible for a background of 24x7 mission-critical environment, full change control process, systems monitoring, and performance analysis.
• Maintained whole rresponsibility for implementation of the Incident Management, Requests for changes & all processes within the GE Datacenters to meet the SLA’s and result in a favorable NPS score from the client.
• As part of Infrastructure Support & Administration ddesigned and implemented short- and long-term strategic plans to ensure infrastructure capacity meets existing and future requirements.
• Administer and maintain policies, and procedures ensuring that projects are completed within estimated guidelines while maintaining best practices for the organization's infrastructure.
• Key person towards setting up standard SOP’s across all the GE Datacenters. Generate reports, presentations for Metrics, EHS, etc for all the Datacenters (Stamford, Alpharetta, Cincinnati &London)
• Prepared and executed successfully the project plan for the Annual UPS Maintenance for the Datacenter for potential failure modes and effects analysis for each system for them to be ready in redundant power supply.
• Assist in establishing service level agreements within the business units.
• Assist with the planning and deployment of infrastructure security measures.
• Responsible for the maintenance, development, and evaluation of various infrastructure systems, including LANs, WANs, Internet, intranet, security, wireless implementations, and so on.
• Test server and network performance and generate performance statistics and reports
• Follow departmental workflow processes and work in a transparent manner.
• Responsible for installation and configuration of Avocent, ILO, fiber and gigabit cables for network and remote connectivity as per the specifications of the systems build documentation for all server installations.
• Understood all the technologies for the ability to plan and redesign the Datacenter infrastructure, power, SAN and network for the ongoing expansion to incorporate additional Corporate and Commercial business units.
• Executed successfully the migration of Avocent switches to the new Avocent Cyclades & DSR units and configured the same for the DSView3 Migration Project and was recognized by GE as an Avocent expert.
• Responsible for installation and providing support for all server OS – Windows, Linux, UNIX , VMWare & VMWare VDI.
• Executed the project for the Migration of SAN storage to the new EMC Clarion Storage Array.
• Coordinate with teams located across the globe and enable remote connectivity for those teams.

Confidential, Westford, MA (April’06 to Jan’07)
Technical Support Manager – Technical Services

Team 1 – Unison Dialer software (Solaris, Sybase, CTI/Telephony, DCP/DCS).
Team 2 – Conversation Dialer Software (Linux, Sybase, CTI/Telephony, DCP)
Clients – Confidential

• Responsible for all support functions of the products delivered to domestic and international customers of CONCERTO SOFTWARE –Unison and Conversations.
• Key member to the Department’s Managing Committee and participate and contribute in overall direction and decisions of the organization.
• Understand business problem clearly and explain to product team. Consolidate and implement an effective Customer Survey Program.
• Establish highly personalized support to Premium Customers, Contribute to implement global schedule and routing.
• Ensure adequate and appropriate staffing of support team based on resolution estimates.
• On time and judicious Escalation management and execute effective Backlog Management programs.
• Establish and implement knowledge management processes, Contribute to Acquire, develop and deploy product diagnostic tools.
• Contribute to Publish standard “Support Policies and Procedures” documents for direct customers and partners· Process Management and motivate and stimulate technical staff to create and continuously foster a team atmosphere, resulting in ongoing increased performance of the team.
• Attrition Management, Employee Satisfaction, Employee development programs.

Confidential (Mar’05-Mar’06)
Network Support Engineer -Support for Topspin Server Switches – Fabric Switches

• Support for Topspin Server Switches which comprises of Infiniband technology, FC Gateway, Ethernet Gateway, SAN Network, Virtualization software – Vframe. Involved in replication of customer issues in the Lab (R&D) before providing solutions.
• Performed Topspin OS image installations for Server Switches – TS90, 360, 270 & 540, that involved Linux OS, (HCA) host drivers for both Linux & Windows OS. Configured Infiniband, Fibre Channel & Ethernet gateway on the switch.
• Provided support for Topspin images and host driver related issues. Provided support for VFrame installation and configuration.
• Troubleshoot Server switch hardware issues, which comprises of Infiniband, Fibre Channel gateway, Ethernet Gateway and switch as a whole and Host Channel Adaptor on the hosts side.
• Recreate customer issues and test the same in lab before providing solutions and raising bugs.
• Co-ordinate with the testing and engineering team for raising bugs and developing builds and configuration environment to support building of Linux RPMs, Linux distro ISOs for HCA device drivers on Linux. Familiar with Redhat Kick-Start, RHEL3 and RHEL4.Knowledge on basic shell scripting.
• Understand the sequence of steps required to perform the software installation on a networked, standalone system and familiar with Redhat Anaconda scripting environment.

Awards / Recognition - received CAP award for Outstanding Team technical Support for Mar 2006.

Confidential (Apr’04-Feb’05)
Technical Support Engineer
Voice and Remote Support for the Telephony Switches and Concerto Dialer software

• Performed software installations for DAVOX predictive dialers, involving Solaris/Sybase.
• Resolved network connectivity issues, provided support for DAVOX/Unison call centers employing hundreds of agents.
• Monitored trunk line quality on inbound and outbound call. Troubleshooting Sun OS core issues and telephony issues.
• Handling crucial integration roles to DAVOX/Unison dialers. Customizing and testing Davox's CTI software applications using C shell scripting and SYBASE SQL in PC and UNIX environments.
• Integrating HostConn with core CTI software such as SmartAccess among call centers to implement customer's requests. Optimizing CTI/Networking configurations.
• Actively participated in meetings to contribute to the growth of the team.
• Represented as a Team Lead and was a key person to streamline the process of Support. Managed staff to ensure 100% coverage and timely fulfillment of all support obligations.

Confidential (Sep’03 – Mar’04)
Senior Technical Support Engineer

Voice Based Support for Hp & Compaq Laptops – Hardware, OS (Windows 2000, WindowsXP), Wireless Networking. Handled a team of 10. Manage customer escalations, customer incidents, and special support events.

Confidential (February ’03 – August ’03)
Senior Customer Support Executive

Data & E-Mail Based Technical Support for Sony US.

Confidential (Mar’01-Feb’02)
Lead Support Engineer

• Administered an environment of around 750 users and was responsible for Migration, up gradation, Implementation and Customization.
• Performed Installation of Windows 2000(Professional & Server), Windows NT (Workstation& Server), 9X, MS Dos, Microsoft Software’s.
• Performed Trouble Shooting for Operating Systems-Windows 2000 (Server &Professional), WindowsNT (Server & Workstation), Windows 9x, Networks, E-mail Clients (configuration), Microsoft Software, and Web Browsers.
• Involved in Application deployments, engineering and re- engineering, Designing a windows & network, Messaging, Security and Backup strategies, Cutting cost and Cost-effective IT solutions.
• Handle network connectivity problems.
• Maintained fault tolerance and minimum system down time. Upgraded network equipment to be Y2K compliant.
• Installation and Configuration of engineering software.