Nesa Kumar Email & Phone Number

Handled high priority incidents (F7 & F2) with exceptional poise andcomposure, making quick decisions in effort to reduce overall impact for highoalue creation.Coordinating with all teams for Critical/ Major incidents for quick recovery.Manage ownership of all active issues that impact the business, primarilyfocusing on all Severity I's and 2's.Good knowledge in incident life cycle from Incident identification till closure.Chasing up with Y and L2 team for fixing the faults and making therespective incident with proper statement.Attending weekly calls with customers and keep updating all priority incidents ofthe whole week.Develops processes and procedures that ensure Incident Management andSeroice Desk related action items are tracked and completed.Troubleshooted all issues related to hardware, applications, configurations, tool issues etc.Maintaining, reviewing, and updating the process related documents related tothe operation's center activities.Escalate Incidents at risk of breaching Seroice Leoel Agreement with the respective Coordinator.Perfòrm confidently and authoritatively in role of incident management subject matter expert and lead customer personnel in responding to fast paced incidents.Ensure adherence to Incident Management process.Troubleshooting and diagnosing network issues.Participating in development of client training programs by identifying learning issue.Have been an SME and have done monitoring/ Audit. Also I have experience in managing oirtual machines and knowledge in Active directory, creating oirtual machine, oirtual network and subnets. I have also completed AZ-900 Azurefundamentala and AZ/04 Azure administrator course and looking for the newopportunity to excel my knowledge.• Have been a good support in critical Business services for Client side• Part of End user seroices handling day to day health check for Business• Handle all VTN related issues and address them on priority• Have been a great support for MAC OS. fòr executive and V9F across theestate• J4A management across all priorities based on Business Impact

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  Vinayaka Mission'S Research Foundation - University

  Mechanical Engineering