Technical Support A Team

HEMAVATHI DASARATHAN

Fremont, California- *****

Ph. No: 510-***-****, *********************@*****.***

CAREER PROFILE

Over 7 years of experience in IT field with expertise in Software Company, Network Operations, ISP, Technical Support, Windows server and Unix Operating System. Perform troubleshooting, administration, network monitoring and provide remote technical support to customers and internal teams via phone, email and ticketing tools.

Seeking a challenging position as a Technical Support Engineer which will allow me to utilize my proven skills in engineering, support and troubleshooting of various technologies.

TECHNICAL QUALIFICATIONS

Network Monitoring Software: LiveNX, LiveUX.

Network Monitoring : Nagios 3.x, Cisco Transport Manager 9.2 software, Cisco transport controller (CTC), Cisco Prime Optical (CPO Client).

Cisco Device Support : ASR 9000 Series Router, Cisco ME3400, Cisco 7200, Cisco AnyConnect Network Visibility Module on Windows and Mac OS X Platforms.

Juniper device support : Juniper M320, Juniper M20, Juniper MX80, Juniper T320, Juniper M120, etc.

Ticketing Tools : Sales force, JIRA Ticketing, BMC Remedy ITSM 7.6, Peregrine Service center, Clarify V 12.5, Cisco IP Communicator, Spark 2.5.8.

Networking : Working and troubleshooting TCP/IP Concepts, Switching, Optical Fibre.

Protocol awareness : TCP (7000, 443, 7026 ), UDP (2055, 161), 802.3, ICMP, ARP, BGP-Peering, DNS, OSPF, DHCP.

Scripting : Basic programming in Shell/ Perl. Intermediate level knowledge working on Linux Platform.

Virtualization technology : VM Ware (virtual thick disk seng VMware ESXi 5.1 or higher – VMware Hardware Version 8 (vmx-8).

Server : Windows 2003 server, Active Directory.

Mail server : Microsoft Exchange 2003, Outlook email client.

Packet Analyzer : Wireshark.

Virtualization Application : Citrix Web Interface 5.4, Citrix access gateway.

Remote Access : Cisco VPN Client, RDP, VNC, Team Viewer, Cisco VIP, Avaya VOIP.

Notification Tool : EON, 7-Transfer Management console, OTS, ADMS, Site scope, Radia V

7.14.

Office Package : MS-Office 2003/ 2007, XP, 2010, Mac OS 10.10.

Documentation : WIKI, OTS notes.

PROFESSIONAL EXPERIENCES

TECHNICAL SUPPORT ENGINEER

LIVEACTION – U.S.A, CALIFORNIA Sept 2017 – Aug 2018

End to End visibility for Network security and performance. In the software platform gain comprehensive visibility that spans the entire network- campus, branch, data center, public Cloud, WAN and SD-WAN. Achieve Network wide visibility into network and application performance across multi-vendor, multi-domain and multi-cloud networked environment for increased productivity and a better user experience.

Responsibilities:

LiveNX- Network Monitoring Software

LiveNX is a network and application performance monitoring platform with patented end-to-end visualization for a global view of the network and the ability to drill-down to individual devices.

LiveNX network management and monitoring software provides network-wide visibility on a single platform so we can optimize the performance anywhere incidents happen.

LiveNX delivers the Power and Scale for full Network Optimization where LiveNX provides end-to-end network visualization, analytics, and reporting for network wide performance optimization.

Using LiveNX we can see the entire network by unifying data from visually anywere- WAN, SD-WAN, WiFi, remote sites, data centers, and multi-cloud including AWS and Azure.

LiveNX’s network visualization and analytics can quickly identify network optimization issues and improve application performance of voice, video, and instant messaging.

LiveAction Next Generation Network Management Software Acquired by Bluecat Networks .

Help LiveAction Sales by supporting Proof of Concepts in a timely and efficient manner

Maintain Trusted relationship with customers and make sure they meet the technical needs.

Help customers install upgrades and patches to fix technical issues within the LiveAction database.

Backup and restore data to prevent data loss.

Identify user needs to create and administer network databases

Ensure that LiveAction databases operate efficiently and without error

Identify user needs to monitor network performance by answering questions from paid customers and prospective customers about product features and capabilities to ensure efficient and optimum database operation.

Demonstrate product features and conduct training on specific capabilities.

Develop customer-facing documentation for our website knowledge base, user manual, and application notes to help trouble-shoot or conduct performance-tuning support

Work independently and as a team member to quickly respond to customer needs.

Communicate customer needs and wishes to our software development and engineering staff.

Assist software development with testing and verification of issues

Help prevent customer data loss when using LiveAction products

Help maintain test and tech support network resources

Work primarily via email, with some phone contact.

Manage and track support cases in Salesforce.

Provide 24/7 technical support.

Network Operation center (NOC Operator)

Australia’s Academic and Research Network (AARNET Pty Ltd),

North Ryde – Sydney, Australia Aug 2012 – Feb 2015

AARNET Pty Ltd (APL) operates Australia’s National Research and Education Netowrk (NREN).

AARNet, is a not-for-profit company limited by shares. AARNet is Australia’s national research and Education network, a network that’s purpose built for the research and education sector.

AARNet’s service in addition to Internet connectivity include Eduroam, voice, video and data storage services and a content mirror. AARNet serves over one million end users who access the network and services for teaching, learning and research.

Responsibilities:

Network/ Server troubleshooting:

Perform Linux command line troubleshooting like ping, ifconfig, netstat, traceroute, arp, iptables, ACLs, dig, nslookup, host etc.

Troubleshoot ISP network and security issues for AARNet Customers in identifying the root cause of problems and recommend solutions.

Use Wireshark, Capture and analyze TCP, UDP and IP packets. Provide Periodic reports and incident reports as required. Periodic reports and incident reports as required.

Mange installation and configuration of network utilities like CTM, Cisco Call Manager.

Basic troubleshooting with checking Internet connectivity links, peers, routes for BGP peering with Google.

Configure DNS and DHCP entries for all servers IP addresses using Nixu name surfer internally and work on the DNS requests from clients.

Troubleshoot DDoS attack issues.

Check Nagios event log, rather than the email trail, as the e-mail notification can be suppressed due to flapping suppression (a Nagios feature).

Configure, Monitor network infrastructure and services and respond to incidents, faults and difficulties, managing them through to resolution using Nagios, Cisco prime optical tools.

If the alarm were due to the planned maintenance and that the maintenance is now concluded ensure that the ticket is set to resolved and ensure that the time posted is as per the event log.

CTM alarms (Optical fiber alarms): Review the CTM Alarm log, check to see and identify the cause of the alarm, if not must be a part of planned maintenance.

INTERNAL TO AARNET:

On the weekends we have to check to check the connectivity to OOB Modem numbers (for all core POP OOB Modem national and International and CPE), If found faulty a ticket has to be raised and work on it.

SIGNIFICANT OUTAGES:

University regional CSIRO becoming completely from the network.

A fibre break/ cut or equipment failure affecting the regional, national or international backbone network (including any of the international transmission links).

Any threat to the function of an AARNet site (power, air-conditioning, fire, flood, security, etc).

Notify NOC Manager or Director of Operations about any urgent outstanding issues.

Ensure costumers to be affected has been noted, or an investigation with the InfDev/NVCS/Ops has been started and that it has been recorded in svc_noc.

SERVICE MANAGEMENT:

Customer notification should be sent out to the identified list of affected customers

During Outages and scheduled maintenance by AARNet, suppliers, peers and customers.

Participate in weekly Operational meetings through video conferencing system with AARNet Engineers, Managers, Directors etc located at different states in Australia. Ensure Service level Agreements (SLA) are maintained.

Liaise with AARNet customers, partners, suppliers regarding the faults and maintenance events, etc.

Perform Network maintenance events as per AARNet maintenance event procedures.

Documentation and procedures:

Ensure new infrastructure, services and changes are properly documented in WIKI.

Assist in developing and maintaining documentation for NOC procedures.

Contribute to the development and ongoing maintenance of technical documentation and standards.

Ensure all major outages have been recorded and associated ticket has been updated. Ensure that all outgoing notices have been logged against the relevant tickets.

Mange Change Requests.

Specialization Senior Infrastructure Engineer

Mphasis an HP Company, Chennai – India Aug 2008 – Jul 2011

Hewlett Packard is an information technology services company providing services to its customers around the world. The markets serves are financial services & insurance, healthcare, manufacturing, government, transportation, communication and consumer & retails industries.

Client: 7-Eleven Convenience stores (U.S.A and Canada)

7-Eleven is a major retail chain of convenience store, gas station, ATM networks and mobile cash card business in US and International Market. Project requirement include managing thousands of servers situated across the world with addition of following duties:

Team leader: Managed a team of 5 members. Perform shift lead duties and assist the team in supporting the 7-Eleven store infrastructures.

Technical Support Responsibilities:

Managing and administering data center unix server (HP-UX, Sun OS), SQL server and Data Centre windows 2003 server.

Managing and administering of 7-Eleven ADS server and Domain controllers.

Adding and removing systems from Domain controllers.

Performing network testing and configuring DNS and DHCP.

Installing windows, software and applications.

Knowledge of shell programming and job automation techniques.

Monitoring and managing servers, web portal services using site scope portal tool.

Distributing and installing software packages for 7-eleven store servers based on client request using Radia.

Perform health check for Unix and windows servers.

Troubleshooting of network services like FTP, Telnet and SSH.

Monitoring Job status using Enterprise Manager tool.

Perform PC support, including installation and deployment.

Perform important task using Avaya Modular messaging system.

Provide service deliverables as defined by agreed client service level agreement SLAs and objectivities as per ITIL standards.

Active directory account creation that includes remote server support for 7000+ ISP’s hosted n windows 2003 server.

Purging and demanding of jobs and job sets.

Provide PC hardware troubleshooting and repair

Maintain a track and document for each and every issues using EDS/ 7-eleven Oncall tracking systems.

Documenting using EDS Oncall tracking system for each and every customer issues handled and resolved.

Initiating Meet me line (MML) to engage with customers, vendors and internal teams, identify the root cause for any issues beyond the support scope.

Manage file and print server for the stores and troubleshooting store printer issues, login issues and other incidents via citrix.

Interacting with other teams such as storage, database etc for network issues, server issues and updating the resolution in the ticketing tool.

Achievements

Promoted to the Team leader position for the best performer, tem communicator/ coordinator for handling and troubleshooting issues quickly for the year 2010-2011 in Mphasis (7-Eleven client)

EDUCATION:

CSWE IV (E), AMES- NSW Government Mar 2012- June 2012

Surry Hills, NSW- 2010, Australia.

Bachelor of Engineering (Electronics and Communication) 2004 - 2008

International certificate in ITIL V3 Foundation

EXIN 2009

Microsoft Certified Professional (MCP) 2009

INTERESTS

New technologies

Sports: Volleyball and table tennis.

REFEREES

Vishwas puttasubappa, Manager at Liveaction.

Rick Jap, NOC Operator at AARNet Pty Ltd.

Manikandan Balakrisnan, Manager at Mphasis, now Sr. Project Manager at IBM.

Contact this candidate