Praveen Kumar

PRAVEEN KUMAR. T Mobile:- /-E-Mail:- Seeking senior level assignments in IT Infrastructure Management / Incident Management with an organisation of repute An Overview Continuous growth oriented professional with 12.7 years of rich experience in delivering maximum business value through effective management of IT Operations, Project Management and complete IT Infrastructure. Expertise in Business Continuity and Disaster Recovery Planning; established IT operations from scratch and delivered maximum value for IT Infrastructure and Large Scale Systems & Networks. Demonstrated excellence in building & implementation of ITIL and ISO27001; adept in aligning IT processes with ITIL by establishing Change, Incident and Problem Management techniques. Holds the distinction of initiating and implementing Service Improvement Programs; excellence in employing Service Management methodologies to build efficient operations integrated with strong incident and problem management in global organizations. Deft in installation & configuration of workstations, maintenance & troubleshooting and network user management in multi-site environment. Strong exposure in maintaining Windows NT, 2000 & XP Workstations and troubleshooting of: Laptops (IBM, HP, Dell, Lenovo & Compaq), HP & IBM Servers, Enterasys, Linksys, CISCO L3, L2 Switches and Operating Systems. Intel, AMD & VIA Hardware Platforms and IBM, HCL & HP DELL Server Class Machinery with latest Hardware Technologies. Strong Customer Centric Approach; an effective communicator with excellent analytical, problem solving, organizational abilities with a flexible attitude. Recruitment, Training & Management of Technical Resources Certifications & Technology Skill Microsoft Certified Professional in Windows XP (ID -). RedHat Linux Version 4 Certification Course. MCSE and CCNA Courses. ITIL 2011 Foundation. ( No# 1202#-) PMP Course Completed IBM Could Computing Course (Internal) Pursuing PGDBA from Symbiosis University Business Skills IT Infrastructure Management Recommending IT infrastructure requirements and upgrading to ensure acceptable levels of security, disaster management and data recovery plans; planning, organising and controlling the day-to-day operations. Establishing & running Data Centre infrastructure including designing, sizing, configuration, bandwidth estimation, network management, load balancing, etc.; reviewing the IT security measures and safeguarding the information resources of the enterprise to maintain integrity, confidentiality and availability of data. Spearheading the entire gamut of techno-commercial operations including Vendor and Relationship Management with key technology providers. Managing Service Delivery for technical deliverables of concurrent projects; negotiating SLAs for large and medium-size business transformation projects. Asset Management Identified differences between machines reporting in asset management and discovery tool. Facilitated resolution of differences between machines. Worked closely with Asset Management and Procurement teams Performed audits of all ITS assets. Assisted in establishment of policies and procedures for maintaining accurate inventory. Assisted in design, implementation and administration of processes and systems. Identify differences between machines reporting in the asset management tool and the discovery tool Facilitate the resolution of the differences between the machines reporting in the asset management tool and discovery tool Enters, modifies and performs maintenance on ITAM automated tool (HPAM Tool). Gets required information to record receipt of all ITS assets into REMEDY Asset Management module. Performs audits of all ITS assets throughout the enterprise Participates (in a supporting role) with Vendor Management, Core Accounting and other ITS functional management. Assist in the establishment of policies and procedures for maintaining an accurate inventory of IT assets, including cost, location, assignment, and configuration. Systems Administration Supervising the provisioning of new servers, installation and maintenance; performing systems backups and restore procedures; modifying basic scripts to resolve performance problems. Performing systems backups, restore procedures, file replications and script management for servers. Undertaking Backup management for Messaging Servers; monitoring servers on a proactive basis for Service Interruption, Server Performance and Backup Failures. Network Management Planning & designing Local Area Networks (LANs) and Wide Area Networks (WANs) across the organisation; ensuring availability and security of LAN & WAN; troubleshooting LAN connectivity issues, software and hardware. Managing complete installation, monitoring, maintenance, support & optimisation of all Network Hardware, Software and Communication Links. Analysing, logging, tracking and complex software & hardware matters pertaining to networking connectivity; maintaining network security authentication including application security; administering secure links with public key encryption, anti-virus, user authentication. Incident Management / Problem Management Ensuring that the goals of the Incident Management Process are achieved; restoring normal service as soon as possible based on customer perspective and within defined SLA; detecting, logging, categorising and prioritising incidents; providing initial Incident Support and Ownership for all Incidents. Closing incidents after verification from users; defining and planning separate procedures for major incidents; ensuring adherence to SLA and priority based management. Resolving problems & issues within set timelines and ensuring that the issue does not happen again. Co-ordination with Problem Management, Change Management, Release Management & Configuration Management to solve the Major Incidents and the Frequent issues. Preparing RCA for Major Incident and sharing the same to Concern and Business Team Frequent Audit for Users Login Credentials and Monitoring of Server, Application & Mainframe. Patch Up gradation in Servers and IOS Up gradation in all IT Equipments with Approvals. Single Spoke for Incident, problem & Change management for Kerala Circle. Career Record Mar’17 – Till now Working as Lead Asst Manager With EXL Service Pvt Ltd. Significant Contributions Single Spoc for all Kind of Audits (PWC, SOC, Internal Audit, End Point audit, etc..) Providing Infra and Support to Business Considering the requirement and in align with our Policy. Spoc for all site related activities like Power shutdown, MCR, DR/DC, IOS Upgrade, Refresh of EOL Assets for EXL – Kochi, Chennai & Hyderabad. Reduction of Cancellation Tickets & Duplicate Tickets and Auditing Proper Closure of Tickets. Monitoring and Maintaining the Per day Ticket Closure and Proper Classification of Tickets & Assigning to Correct Bin. Nov’14 – Mar’17 Worked as IPC Manager With IBM India Pvt Ltd for Manappuram Finance Limited Significant Contributions Single Spoc for all Incidents & Problems Reported in Manappuram Finance Ltd. Kerala Daily Monitoring Incident and to Analysing for any repeating / similar kind issue Reporting or not Managing Customer Satisfaction for the Incident & Problems Reported in Manappuram Finance Ltd. Proactive Measures for Reducing the Inflow of Tickets. Reduction of Cancellation Tickets & Duplicate Tickets. Proper Classification of Tickets & Assigning to Correct Bin. Auditing Proper Closure of Tickets. Proper Daily Follow-ups for Sev 1 & 2 Tickets Preparing RCA for Repeated Issues and track it for Closure. Aug’13 – Oct’14 Worked as Infra Consultant With Info Service for Vodafone South Ltd. Significant Contributions Maintaining Asset Register for the Circle with Accurate Data. IT Operations of the AP Circle. Managing a Team of 11 Members for Better & Proper IT Service Delivery. Oct’08 - Aug’12 worked with Unitech Wireless (Tamil Nadu) Pvt. Ltd., Kerala Joined as Executive; promoted as Deputy Manager in Jan’12 Significant Contributions Demonstrated excellence in providing complete support for System, Laptop, Hardware and Networking Projects. Holds the distinction of setting up & managing overall IT Infrastructure for 1 Circle Office, 3 Zonal Offices, 1 COCO, 11 FOFOs, 21 Express Store and 98 Distributors. Played a key role in implementing Circle Level Best practices, process & best initiatives to support the business. Reduced IT costs by Rs. 28, 00, 000. Enhanced the level of customer satisfaction by visiting distributors and agencies. Successfully maintained Network Uptime of 99.999% through implementation of customised hygiene check processes. Managed multiple vendors to integrate CCIVR with ALU GSM MSC. Developed a proactive process of latency check thereby helping in identifying the performance deterioration and resolving issues before complete outage on multiple occasions. Frequent Audit for Users Login Credentials and Monitoring of Server, Application & Mainframe. Preparing RCA for Major Incident and sharing the same to Concern and Business Team Takes ownership of logistics and resource needs during start up Resolving problems & issues within set timelines and ensuring that the issue does not happen again. Co-ordination with Central Problem Management & Change Management to solve the Major Incidents and the Frequent issues. Closing incidents after verification from users; defining and planning separate procedures for major incidents; ensuring adherence to SLA and priority based management. Hand-on Experience in Applications like DMS, STS, Oracle Financial 11i(Front end), HPSM, HPAM, ITSM Tool. Detecting, logging, categorising and prioritising incidents; providing initial Incident Support and Ownership for all Incidents. Restoring normal service as soon as possible based on customer perspective and within defined SLA Awards & Appreciations Elevated Kerala Circle as the Best in terms of IT Performance across India. Awarded for Excellent Business Support & IT Cost Control in Year 2011. Aug’08 – Oct’08 worked with Info Services, for the Client Vodafone Essar Cellular Ltd., Cochin as Technical Support Engineer Significant Contributions User account Management in Active Directory & Exchange Server 2003, Includes Creation & Deletion of User Account, Right Assigning, Logon Script Running, Mail Box Size Allotment, etc …. Preparing Daily & Monthly Report as per IBM Standard Preparing Documents on Solution Structure, RCA for Major Incidents and Workaround Solution for future reference Resolving problems & issues within set timelines and ensuring that the issue does not happen again. All the Incidents were Closed within the mentioned SLA and carried forwarded the major incidents to the Central Team. Oct’07 – Aug’08 worked with CMS Computer Ltd, for the Client Vodafone Essar Cellular Ltd., Cochin as Customer Engineer Significant Contributions Configuring Citrix Client – Running Application to all Branches & Franchises in Windows 2000, NT & XP Workstation System up gradation, such as RAM & HDD up gradation in Laptops & Desktops Maintaining & Setting up of Video Conferencing ( VC Equipment – Tandberg ) Via ISDN Line & through IP address to all our Regional Offices Configuring & Maintaining of Avaya IP Phones in the Client Machines and Communicating the same to the National IVR Server Configuration of DHCP & IP Reservation in DHCP Server Preparing Documents on Solution Structure, RCA for Major Incidents and Workaround Solution for future reference Resolving problems & issues within set timelines and ensuring that the issue does not happen again. All the Incidents were Closed within the mentioned SLA and carried forwarded the major incidents to the Central Team Hand on Experience in Migration (AD, Exchange) from BPL Mobile to Hutch & Hutch to Vodafone Installation & Maintenance of Encryption Software ( Safe boot Ver. 5.5 ) Oct’05 – Oct’07 worked with Bucon Marketing, for the Client Vodafone Essar Cellular Ltd., Cochin as Network Support Service Engineer Significant Contributions Successfully handled complete troubleshooting of Hardware, Software & Network Problems. Played a key role in maintaining Multi-line Remote in the organisation. Configure Users, Set Rights to files, directories and network based printers Administration of Network with Windows NT, 2000 & 2003 Server Maintenance and Trouble Shooting of Windows NT, 2000 & XP workstations Configuring Cisco Routers, Switches Management and trouble shooting of Leased Lines to the Branches and Franchisees of the company to ensure minimum downtime in connectivity. Remote Administration on the servers was enabled with Remote Desktop Connection. Configuration & administration of mail clients. Perform regular backups of 2003 servers with DDS 4 DAT Tapes Technical support to all remote Branches and Franchisees through PC Anywhere & VNC viewer. Preparing Documents on Solution Structure, RCA for Major Incidents and Workaround Solution for future reference Resolving problems & issues within set timelines and ensuring that the issue does not happen again. All the Incidents were Closed within the mentioned SLA and carried forwarded the major incidents to the Central Team Hand on Experience in Migration (AD, Exchange) from BPL Mobile to Hutch & Hutch to Vodafone Resolving Network Troubles associated with data, e-mail Intranet and Internet network Installation of all Software’ Like BSCS, Developer 2000, Centura ,Oracle 8i In Client and Providing Connectivity to Oracle Server Oct’04 – Oct’05 with Aztec Marketing, Cochin as Service Engineer Significant Contributions Excellent track record of increasing Network availability/ uptime from 98.5% to 99.95%. Independantly set up 2 branch offices of Geojit Securities. Apr’03 – Oct’04 with Growell Infosys, Cochin as Service Engineer Significant Contributions Played a key role in implementations of 15 Muthoot branches across South India. Technical Purview Operating Systems: DOS/Windows 3.x, Windows 95/98, Windows ME, Windows XP Series Windows NT 4.0 Server, Workstation 4, Windows 2000 Series and Windows2003 Series Database : Installation & Configuration of SQL Server 7.0 /2000, Oracle8i & 10g Messaging Services : MS Exchange, Office Communicator System Firewalls : Check Point 082, Cisco Pix 50x and MS ISA Remote Services: Citrix Metaframexp, Windows Terminal Server, VNC, Radmin, Teamviewer over Internet Monitoring Tools : IP Switch Whatsup Prof., Solar Winds 8/9, Lookatlan, Ethereal, LAN Helper, etc. Planning, designing & implementationing: Software Roll-outs, E-Mail Administration, Web Administration and Upgrades. Servers for Back-up and Recovery of Mail / Server / Database Information. Installation, configuration & maintenance of: Application Systems under deployment of Servers with respect to Hardware, Network, etc. DNS Server, WINS Server, RAS Server, Remote Installation Server, Microsoft ISA Server, Active directory, Exchange Server2003, Disk Mirroring, Terminal Server and Thin-client. Safe Boot Version 5.2 (Both Server & Client). HP-Compaq Servers (ML150ML350, ML570, DL380, IBM x206.x226, x346, Series Servers. IBM M pro and Z pro Workstations. HP- Compaq Deskpro / Presario Laptops. Toshiba Notebooks, IBM ThinkPad, Printers (LaserJet, Inkjet & Dot-matrix), Switches L2 (CISCO, Enterasys). Enterasys N7 Core Switches and CISCO Routers. Operations Systems, Hubs, Switches L2, Core, Routers, Cisco Catalyst Switches. Cisco Router in Leased Line / E1 Multilink Environment. Wireless LAN Implementation using 803.11b/g standard in Adhoc, Infrastructure Tropology and Extended Service Set for roaming using over 1 Wireless Device (SMC/D-Link). Users, Set Rights to Files, Directories, Network Based Printers and Cisco Routers. Switches Administration of Network with Windows NT, 2000 & 2003 Server. Hubs, Switches L2 (CISCO, Enterasys N7 Core Switches & CISCO Routers). Performing regular back-ups of 2003 & NT Servers and support to remote branches. Implementation of IP Phones for National IVR. Mcafee & Bit Locker Drive Encryption Tool Scholastics Advanced Diploma in Computer Hardware & Network Engineering from Accel IT Academy Ltd., Cochin with 1st Class marks in 2003. B.Com. from MG University in 2003. Personal Dossier Date of Birth: 24th May 1982 Address: No 59/60, Vaikunt Nivas, 2nd Mani, Shiv Shankar Layout, Kattigenahalli, IAF Post, Yelajanka, Bangalore - 560063 Languages Known: English, Hindi, Tamil and Malayalam Passport Details: No. P-; Valid Till 14/07/2026 Location Preference: Any