Sunil Kumar Email & Phone Number

Bengaluru, Karnataka, India

High proficiency in using computers.• Worked on SAAS/hosted environment• Webserver (IIS / Apache / Tomcat troubleshooting),• Basic knowledge on Active directory, VMware, DNS, DHCP, VPN, ITSM,Linux,Scrum• Troubleshooting and diagnostic tools such as Wireshark, NetMon, PerfMon, WinDBG, etc.• Have deeply dig in , why the issue was reported and worked on root cause analysis.• Worked extensively on log analysis of various services included as components.• Worked on SQL and its log analysis , IIS and networksTools knowledge such as Jira, clear quest, salesforce, IMS.• Worked on networking and protocols (TCP/IP, SMTP, SSL/TLS etc.)Escalation/ incident management skillsTechnical /support skills• Strong troubleshooting skills, RCA preparations, understand why, how and when.• Technical troubleshooting/ debugging experience, , knowledge in database, SQL queries.• Advance knowledge of Windows systems, fair understanding of code flow• Intermediate knowledge on Networking, Windows Server 2012 onwards, Client-Server Architecture• In-depth Knowledge about browsers (MS Internet Explorer and equivalent)

Bengaluru, Karnataka, India

• Managing the contact center products proactively and ensuring the maximum UP time. • Problem Ticket / Change / Incident management through documentation, prioritization while driving incident resolution through local/global teams.• Handling Aspect Products (Aspect Unified IP, ALM & WFM) • Closely working with internal teams to ensure maximum up-time for all production systems. • Supporting and documenting with daily routine activities on Aspect WFM, NICE Recordings, Verint WFM & Recordings.• Following a change request process and implementation on Aspect WFM product. • Prioritization of urgent issues to ensure faster resolutions along EACO Team (Enterprise Availability Coordination office) & clear communication with global teams.• Resolving live issues/queries as part of mentoring junior/senior technical staff.• Updating reports/dashboards for management to help understand key operational trends.• Administration of PAC Tool (Ticketing Tool) and creating a KB Articles.• Meeting Vendor and discussing on a opened technical issues. • Hotfix Upgrade planning and implementation.

Bengaluru, Karnataka, India

• Working with internal/external teams and partners to ensure maximum up-time for all production systems (Aspect Unified IP, ALM and AQM).• Prioritization of urgent issues to ensure faster resolutions along with ensuring consistent & clear communication with local and global teams.• Collaboration with direct and indirect team members to create a forward-looking technical operational roadmap.• Resolving live issues/queries as part of mentoring junior/senior technical staff.• Incident/Case management through documentation, prioritization while driving incident resolution through local/global teams.• Updating reports/dashboards for management to help understand key operational trends.• Receive and investigate requests from Primary and Advanced support teams worldwide to determine incident root cause & preventive measures.• Manage customer escalations and relationships through direct communication with customers or partners to ensure quality, consistency and speed.• Administration of Salesforce and Knowledge Base such as Clear quest and Jira.• A good understanding on telephony, database and networking.

Bengaluru, Karnataka, India

• Responsible for all type of IT related Level 1 & Level 2 Helpdesk tickets & handling the team with the first level escalation.• Following Helpdesk tickets with ITIL process & attend incidents logged by users on daily basis as per SLA, Being the First point of escalation.• Work on change management, Incident Management, Problem Management based on ITIL framework.• Strategically conducted Day to day system / server administration activities for windows server (Stand alone and load balance technologies) As per the company standards.• Windows server 2003 To Windows 2008 Server OS migration. Directed All phases of in-house and technology operations like : Physical server new landings and server build.• Root Cause and failure analysis to resolve systems & Lab infrastructure problem & Communicating to the business users as well as headquarters.• Work closely with other business line team members, Software developers & testers to understand the requirement & fulfill the needs.• Participating in 24/7 support system prep and on-call rotations as per the business needs. • Managing & Maintaining the print server with the access privilege as per the business needs for a different teams.• Maintaining the ITSM (IT Service Management) database in which all the servers / network need to register. • Played a major role in implementing Huawei Hicloud project like training users, converting from desktop to Thin-clients & other important activities.