Sanjay Raj Kaithakuzhiyil Email & Phone Number

Waikato, New Zealand

Hamilton, Waikato, New Zealand

Hamilton, Waikato, New Zealand

• Configuring and installing various network devices and services (routers, switches, VPN, Cisco Telephony services and WIFI solutions)• Performing network maintenance and system upgrades, including service packs, patches, hotfixes and configurations

Waikato, New Zealand

Hamilton

Monitor and protect the client's telecommunications network -PSTN, FIBRE, Broadband, 3G&4G Mobile Networks and other Core Telecom\Chorus devices.Managing High Priority Incident cycle, start to end (Nation wide outage, outage more than 10K customers etc)Role involves using a wide variety of network surveillance and management tools to quickly detect and fix faults and problems, to guide field staff in fixing faults onsite, and to work with other support groups to get normal services restored to end customers, keeping them informed along the way.Change management process to ensure that network changes are well planned and that the impact of change related incidents is minimised.24x7 network surveillance and incident detection.• Recording and tracking of network incidents reported by customer support groups.• Keeping other customer facing teams & other customer support groups informed on incident status and progress.• Making initial assessment of incidents, attempting to resolve them or referring them to someone who can, based on agreed processes.• Managing the incident life-cycle, including confirming that service is restored.• Managing planned changes to minimise network and service impact.• Coordinating second-line and third-party support groups.• Providing management information and recommendations for service improvement.• Highlighting staff training and education needs.• Closing incidents and confirming with support groups and third-parties.• Contributing to problem identification by identifying recurring incidents.ITIL - ICT Operations Control, Service management, Incident Management, Event Management, Change Management, Request Fulfilment

Network Operations Centre (Noc), Hamilton, New Zealand

Monitor and protect the client's telecommunications network -PSTN, FIBRE, Broadband, 3G&4G Mobile Networks and other Core Telecom\Chorus devices.Managing High Priority Incident cycle, start to end (Nation wide outage, outage more than 10K customers etc)Role involves using a wide variety of network surveillance and management tools to quickly detect and fix faults and problems, to guide field staff in fixing faults onsite, and to work with other support groups to get normal services restored to end customers, keeping them informed along the way.Change management process to ensure that network changes are well planned and that the impact of change related incidents is minimised.24x7 network surveillance and incident detection.• Recording and tracking of network incidents reported by customer support groups.• Keeping other customer facing teams & other customer support groups informed on incident status and progress.• Making initial assessment of incidents, attempting to resolve them or referring them to someone who can, based on agreed processes.• Managing the incident life-cycle, including confirming that service is restored.• Managing planned changes to minimise network and service impact.• Coordinating second-line and third-party support groups.• Providing management information and recommendations for service improvement.• Highlighting staff training and education needs.• Closing incidents and confirming with support groups and third-parties.• Contributing to problem identification by identifying recurring incidents.ITIL - ICT Operations Control, Service management, Incident Management, Event Management, Change Management, Request Fulfilment

Auckland

• Provide 1st / 2nd level support for the investigation and resolution of all reported and registered Incidents and Service Requests • Provide End User’s with a high level of Customer Service throughout all communications such as initial contact, Email• Incident/Service Request detection and recording via adherence to the Service Desk Script and Call Logging procedure • All possible attempts should be made to resolve all resolvable Incidents and Service Requests within a ten minute window using personal technical knowledge, knowledge base articles, procedures and scripted questions. • Escalation of reported and registered Incidents/Service Requests to 2nd level Resolver Groups where appropriate • Escalation and management of Incidents referred to 3rd party service providers • Provide continual end user contact as per the Fujitsu Incident Management Procedure/Fujitsu Service Request Management Procedure, so as to manage the end user’s expectations and requirements through to Incident/Service Request resolution • Ensure achievement of Customer Contractual Service Level Targets for all Incidents and Service Requests. • Incident/Service Request closure upon the resolution of an Incident or Service Request via the defined process. • The Service Desk Analyst will also carry out other duties as may be specified from time to time by the Team Leader System used: Windows server 2008/2012, Novell server, Active directory, Console one, Exchange, Ctrix, GroupWise mail and messenger and 100’s of Ministry related applications.

Gen-I Network Opreation Center, Auckland, New Zealand

Responsibilities:• Change control, Planned work on Cisco Routers/Switches when required.• Event management (resolution and escalation), Duties involve constant monitoring of the network for customer that includes servers, workstations and network devices like Routers, printers etc.• Immediate escalations of issues to the right department for further investigation plus constant feedback and suggestion for the Knowledge base articles• Periodically checking on the client’s environment for any errors, daily backups and antivirus updates.• Hands on experience with VMWARE with looking after the Hosts and Clusters.• A liaison between the Technical Delivery Manager, Customer nominated Representative and solution architect.• Attend meetings with potential new client and help them out with their questions plus provide suggestions with their business needs. ITIL practice.• Day to day monitoring of the following for multiple clientso Servers: - MS, Citrix, Novel, Unix, VMWAREo Databases: - IBM I-Series, SQL servero Antivirus & firewall: - MS ISA Server, Symantec, McAfee, CA o HP system insight manager (HPSIMS)o IBM directoro IBM SANo Mail Marshal• Tools Used: HP Service Center (HPSC), Emit etc.

• Effortless Customer service• Solving problem in ADSL (identifying problems and troubleshooting connectivity form telecom exchange to customer permits)• Solving issues in PPP0A technology -authentication- (identifying and troubleshooting issues authenticating between modem and exchange)• Troubleshooting slow data transfer• Troubleshooting frequent disconnection • Wireless Modem setup and troubleshooting in – can’t connect and limited connectivity problem.• Troubleshooting modem and Identifying issues in customer equipment which causing trouble in connectivity• Handling general customer enquiry in Telecom Broadband service.• Ordering and returning broadband related equipment –modem, filter- to customers.• Reporting and making History of each call resolution, if necessary escalate to Complex Internet Department (T2).• Troubleshooting and Setup Email clients • Yahoo Xtra email troubleshooting.• Technical support on network issues in Operating systems –windows, Mac, Linux-• Remote Access to customer computer to fix problem• Technical Support –TiVo-Cross-skilled to PSTN faults (01/06/2012) Troubleshooting and identifying problem between exchanges to customer premises.

Postgraduate Certificate, Information Technology - Iot-, Nzqa Level 8

Postgraduate Certificate in Connected environment -Internet of things (IoT)-

Advanced Computer Network Engineering, System, Networking, And Lan/Wan Management/Manager

Computer Advanced Network Engineering

Higher Secondry, Computer Science

Activities and Societies: ScoutHigher Secondary, Major in Computer Science