Systems/Network AdministrationInfrastructure Design and ImplementationSecurity and ComplianceDocumentation and ReportingContinuous ImprovementBackup and Disaster Recovery

As part of Technical Engineer - Cloud, I worked closely with others in a cross disciplinary team consisting of Applications Engineers, Devs and Tech Managers, in a fast pace agile environment, to generate products and high impact solutions to issues affecting the Cloud Remote Monitoring industry today. I acted as a liaison between Solarwinds MSP and its existing partners.

• Oversee Infrastructure day to day operation (Auto-generated tickets, Incidents, Service Request, Change Task, and Catalog task).• Act as point of escalation of Engineers and serves as liaison with On Shore support on technical discussion.

• Focusing on Global Incident and Request management following ITIL standards and making sure set SLAs are met or exceeded.- Assessing Isolation on trending incident and communicating with the Problem Management and any related support team for root cause analysis.• Assisting knowledge base database updates• Helping and providing feedback to IT Service Management for Process Improvements• providing relevant inputs to the team which help improve the quality assurance and customer service process.• Coaching newly hired analysts and other team members who would require assistance• Performing responsibilities as one of the senior analysts/ POCs throughout the team• Acts as technical escalation for Service Desk Analysts for any issue prior to being escalated to L3 to ensure proper technical resolution was done and proper process followed.

• Providing 1st level of technical assistance to the corporate users

Assigned to fix IT Devices issues by the use of the Remote Tool in fixing Software or Application issues.