Technical Support Specialist

System Administration Chennai, Tamil Nadu, India

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Summary

Responsible for Azure production windows servers support working closely with internal teams and external teams and customers.
Monitor alerts Disk, CPU usage, memory usage, Drive, Network monitoring for CISCO devices, Load balancer, Web monitor and performed certificate renewal for servers.
Provide support to wireless devices using CISCO Meraki dashboard. E.g., Switches, ports, Access points, device availability issues.
Worked in various VPN environments for separate clients (Global protect VPN, Windows VPN, Cisco AnyConnect, Watchguard mobile VPN)
Log Analysis (Ex: Access Log, Server Log), Perform RCA of the server CPU or memory and try to reduce it for better performance.
Handling pharma related apps and managing deployment in the AppStore. Based on the app information we will close IT360 tasks assigned to the app.
Strong understanding of ITIL, Incident Management, Change and Problem Management,
Asset Management, Knowledge Management, Service Request, Service-Now Tool, IT360 tool etc.,
Proactively monitor customer issues until they are fully resolved, keeping the customer informed along the way
Driving Efficiency & Effectiveness of the incident management process. Collaborate effectively with the users for the requirement and resolve it timely manner.
ITIL Service Support experience includes the areas of Incident Management, Change and Problem Management.
Planning, scheduling, managing and conduction CAB meetings.
Participating in the change review before changes are closed with SOD.
Ensure the SLA is met for all the incidents, changes, service requests and problem tickets.
Creation & Management of all new configuration item is Service Now. Creation, review and management of Knowledge Articles.