Pradduth Nath Email & Phone Number

Sydney, New South Wales, Australia

 Taking ownership of incidents for driving technical teams to restore services within agreed SLA Maintaining continuous communications with service delivery managers, higher management (Internal and External), customer incident management team, support groups and vendors to resolve high priority incidents Providing effective leadership in high pressure situation Co-ordinating with technical support teams from different vendors, prepare the restoration plan and drive technical bridge towards service restoration Maintaining collaborative & cooperative approach and effective communication among stakeholders in timely manner Documenting activities, follow-up items and maintain appropriate records in multiple incident/problem management tools Conducting trend analysis of incidents to identify re-occurrence and whether related to change activities or not. Record those to a register and provide input to related parties including change management and problem management for process improvement Formulating post incident reports and identify the areas for improvement. I have successfully undertaken several process improvement initiatives that get successfully rolled out to the Operations or greater Fujitsu community Ensuring Major Incident Management process and procedures are followed at all times  Assist Problem Management with Post Incident Review reports, service improvement recommendations and root cause investigation

Sydney, New South Wales, Australia

 Taking accountability and ownership for driving technical teams to restore services within agreed SLA Maintaining continuous communications with service delivery managers, higher management (Internal and External), customer incident management team, support groups and vendors to resolve high priority incidents Providing effective leadership in high pressure situation Co-ordinating with technical support teams from different vendors, prepare the restoration plan and drive technical bridge towards service restoration Maintaining collaborative & cooperative approach and effective communication among stakeholders in timely manner Documenting activities, follow-up items and maintain appropriate records in multiple incident/problem management tools Conducting trend analysis of incidents to identify re-occurrence and whether related to change activities or not. Record those to a register and provide input to related parties including change management and problem management for process improvement Formulating post incident reports and identify the areas for improvement. I have successfully undertaken several process improvement initiatives that get successfully rolled out to the Operations or greater Fujitsu community Ensuring Major Incident Management process and procedures are followed at all times  Assist Problem Management with Post Incident Review reports, service improvement recommendations and root cause investigation

Sydney, New South Wales, Australia

 Supporting backups and storage issues in multi-platform environment Monitoring ticketing system, backup consoles and email notifications Investigating backup failures and take necessary actions, rerun backups Escalating and engaging internal technical resolver groups and vendors Tape management communicate with data center to fix tape or tape library related issue. Process site access for 3rd party field services engineers Liaising with windows, Unix, DBA or network team part of backup failure investigation  Backup environment health check, backup reporting Monitoring storage issues, taking action on hardware or system failures, following proper escalation process Using various tools like TSM, NetBackup, CommVault, Networker, Microsoft Azure and SAN console Helping primary engineers on restore activities

Sydney, New South Wales, Australia

 Leading and managing a shift of four members Providing second level service support to all Fujitsu supported clients with their I.T. issues and needs. Creating process manual for the team to support new applications or process Preparing reports for management including handover reports, daily highlight report Managing rosters and monitoring mailboxes, actioning important emails Monitoring Cisco Web Systems to monitor incoming and outgoing calls Providing training and assisting team members on complex customer issues  Attending all complaints and resolution of conflicted issues

Sydney, New South Wales, Australia

 Providing day to day support to all Fujitsu supported clients with their I.T. issues and needs. Take ownership and manage Service Requests, Incidents and alerts. Continuously monitor existing Service Requests and Incidents queues till resolution Triage and assign incidents and service requests to appropriate team, reassign to different support team if needed, maintain continuous communication with support group, vendors, third party, management team and other related parties, follow up and manage the tickets till resolution. Get post confirmation and feedback from requester Network connectivity check and support for LAN, customer retail stores, servers, printers and modem etc. Ping the device, find details of network connection station and troubleshoot accordingly. Escalate unresolved and high priority issue to network systems engineer or supporting 3rd party vendors. Liaise with customer and support team to fix the issue Remotely support clients using Dameware and Microsoft SMS. Remote control users’ pc. solve issue with Microsoft Operating System, Microsoft Office applications and customer specific applications Supporting users daily with Desktop / Laptop (Windows and Apple/Mac), iPhone, iPad, Android mobile and tab issues Supporting user with Citrix published desktops and published application which includes installing online Citrix plug in, logging off and disconnecting user session using Citrix PS console, shadowing in users session to remotely support users User computer login password administration using Active Directory on Windows 2003 and 2008. Modify, Delete or Add new user. Re enabling disabled account, change account expiry, password change, unlock user account. Correct group set up for users on active directory Windows, UNIX, Oracle and SQL Server support. Investigate server-related issues, troubleshoot and escalate to appropriate team to resolve the issue

Sydney, New South Wales, Australia

 Assist on office relocation projects, set-up hardware, provide post-relocation desktop support Computer auditing, creating reports, upgrading hardware database Network port repatching due to relocation Desktop hardware support

Sydney, New South Wales, Australia

 Gained knowledge of Basic Network Administration, Programming, Testing skills Created a database of computer equipment storage

Sydney, New South Wales, Australia

 Had exposure of 1st and 2nd level IT support Gained experience of dealing with high severity incidents