Sunil Thacker Email & Phone Number

• I lead multiple teams/functions with total team size of 150+ engineers/consultants and managers for Client Delivery & Proactive Application Support, Azure Cloud Operations.o Monitoring Center of excellence – Monitoring and providing L1 support to Application, Database and infrastructure across 4 data centers and Azure Hybrid cloud with 25000 VMs and physical servers. Team Size: 50, and 2 Associate Managero Proactive Application Support – This is a premium service, Altera offers to monitor our applications/interfaces proactively. Team Size: 20 & 1 Associate Manager. Generating Revenue of over 2 million USD per year.o Application Performance Management Operations – Built a team of 12 engineers between Pune & Baroda. Using App Dynamics – Cisco, providing proactive performance operations service to some of the key customers of Altera. Team Size: 15 Performance engineer, 1 associate Managero Operations Excellence: We are evaluating multiple business operations tool set, for monitoring/Automation and evaluating areas of opportunities to automate some of the manual efforts. Also Focuses on problem management, Noise reduction, process improvements and reporting daily/weekly/monthly KPIs/metrics: Team Size: 5 & 1 Leado Performance Management team – 30 engineers, 3 Associate Managerso Application Crash analysis, Stored procedure performance analysis, Log Analytics, ApD Business transaction analysis, CPU/Memory consumption analysiso Windows Patching – 20 engineers, 1 Manager, 1 associate project managero DB/Oracle Support – Providing Oracle/SQL db support to on premise EHR clients. 10 engineers, 1 associate manager

Chicago, Il, Us

• I lead 4 different teams/functions with total team size of 75+ engineers/consultants and managers for client delivery & Application Support and Hosting Business units.o Hosting Infrastructure Monitoring – Monitoring and providing L1 support to infrastructure across 4 data centers, with ~30000 VMs and physical servers. Team Size: 23, and 2 Associate Managero Proactive Application Monitoring – This is a premium service, Allscripts offers to monitor our applications/solutions proactively. Team Size: 33 including 6 Client Account managers & 3 Associate Managerso Application Performance Management Operations – Built a team of 12 engineers between Pune & Baroda. Using App Dynamics – Cisco, providing proactive performance operations service to some of the key customers of allscripts. Team Size: 15 including 12 Performance engineer, 3 project management and BI. Still hiring 4 more performance engineer and 1 managero Operations Excellence: We are evaluating multiple business operations tool set, for monitoring/Automation and evaluating areas of opportunities to automate some of the manual efforts. Also Focuses on problem management, Noise reduction, process improvements and reporting daily/weekly/monthly KPIs/metrics: Team Size: 5 & 1 Lead

Chicago, Il, Us

Chicago, Il, Us

Chicago, Il, Us

• Participate and Lead Critical/Severity 1 outages and drive the call towards resolution. • Make sure right teams are engaged to resolve the issue. • Provide notification and executive leadership summary of the incident. • Escalate to 3rd party vendors or providers e.g. MS or ISPs in order to bring technical expertise. • Schedule weekly/monthly calls for incident management process with all technical groups and client services team. • Schedule and host monthly calls with executive leadership on incidents of previous month and corrective/preventive measure taken. • Track the progress of Preventive measure action items taken by different groups and drive them to finish those. • Root cause analysis process for Problems leading to strategic resolution Work on ITIL Change Management, Problem Management and Incident Management. • Participating in weekly Change/Incident calls to present the team ongoing operations.

Chicago, Il, Us

• Managing windows servers (Windows 2008/2008R2) infrastructure (10000+ Servers) with Physical & Virtual environment. • Monitoring Windows infrastructure on SCOM and troubleshooting the issues and fixing them in a time bound manner. • ESXi 5.5/6; vMotion, Storage vMotion, DRS (distributed Resource Scheduler)• Basic Citrix troubleshooting, XenApp 6.5, adding/removing servers to/from farm. • Daily issues: windows cluster, IIS App pool, drive space, system performance issues, terminal servers• Monitoring Netapp DFM volume alerts and managing LUNs and volumes to best utilize the storage. • Patching/upgrading Windows servers, VM hosts, deploying application hot fixes. Using SCCM for windows updates/patches.• Working on ticketing system using Salesforce. Creating Weekly/monthly ticketing reports to understand performance of teams. • Using Microsoft Service Manager as well for ticketing for another Business Unit. • Provisioning Windows servers on VM ware and provisioning Allscripts Applications to clients. • Reporting automation with VBA – Macro.

Bangalore, Karnataka, In

• Client: Symantec, Technology: Tealeaf• Supporting a platinum application Tealeaf for Symantec. • Handling Tealeaf incidents in and resolving them. • Participating in Problem and Change management calls. • Administering Windows (RBA – Health Based Routers) and Linux (PCA – Passive Capture Application) boxes that host Tealeaf. • Project planning, coming up with time lines, etc. & Handling client interaction. • Working along with the ADMs, SMEs to get the job completed. & SPOC for a team of 10. • Training and developing the team for technical and project/process related subjects/domain.• Managing Canisters/Processing Servers (Windows 2003/2008). – Maintenance, administration and health checks. • Managing Capture Servers (RHEL 5). – Maintenance, Administration and health checks. • Keeping Tealeaf portal up and running all the time. • Maintaining and configuring Capture servers to make sure only desired traffic is captured. And rest of the bad traffic is dropped and it is not affecting the desired traffic. • Patching and maintenance of Canisters, Capture servers and HBRs. • Putting alert and monitoring in place to make sure tealeaf issues are identified quickly.• Handling tealeaf related incidents and fixing them. If need be open a case with Tealeaf support and get it fixed.

New York, Ny, Us

• Part of global Tactical Operations Team.o Enterprise wide Products and Services Monitoring and support o Using Tivoli Netcool as monitoring toolo Responding to level 1 to 5, events based on defined technical guide, resolving and escalating as necessaryo Events are from windows and Linux servers and AOL internal and consumer application.• Incident Management, Problem Management, Event/Sev1 call management• Impact analysis and reporting, post Major Incident • Participating in RCA (Post-mortem) Calls and documenting solution. • Presentations & Training. • Automation on reporting and process improvement.• Process creating and implementation.

Miami, Fl, Us

• Work Force Management-Service Delivery – Analysto Responsible for Scheduling and Real Time Management to ensure Service Levels, Occupancy and other WFM controllable metrics are met. Taking corrective action in case goals are not met. o Produce and post weekly Schedules and involve in daily & weekly analysis for a total of 150 FTE. • As Technical Support Executiveo I have worked for 3 different LOBs (Line of Business) in Tiscali. I used to deal with the escalated cases of Broadband Order Chasing, Change Of Address and Broadband TECH. I used to provide floor support as and when required and used to keep an eye on call/agent queue.o Primary job was to take calls and help Tiscali broadband customers.

Bachelor Of Science, Information Technology

12Th, Science