Vineeth Kumar Email & Phone Number

Canada

Greater Toronto Area, Canada

Greater Toronto Area, Canada

• Ensured high availability in support of Service Level Agreements (SLA) and Service Level Objectives (SLO) of critical systems• Provided system administration services and support for cloud infrastructure (Azure and AWS), virtualized on-prem environments (VMware)• Drove the team toward industry leading practices by implementing methodologies, philosophy, tools, processes, and principles of operational excellence• Installation, configuration, maintenance, and performance tuning of Windows operating system components and system software packages• Monitored system health, performance and capacity, including management of system alerts/notifications, created dashboards, and system trend analysis and health reviews• Developed and executed on software currency strategies in support of vulnerability and patch management policies• Troubleshooted complex issues and outages, documenting Retrospectives and Root Cause Analysis• Built and maintained technical documentation & operation manuals for physical and logical environments• Ensured the integrity of fundamental infrastructure operations (availability, monitoring, backup/recovery, capacity) in support of Disaster Recovery (DR) and Business Continuity Plans (BCP)• Coordinated with vendors for escalated support issues, while effectively communicating with internal and external business partners• Learned new technology quickly and leading and owning new challenges & responsibilities• Developed and maintain the departmental ISO Program including policies, standards, and procedures.• Coordinated the department's information technology-related aspects of annual or biennial MSA and ISO audits, including evidence gathering and reporting• Conducts regular reviews of vulnerability scans and risk assessments with Security to identify existing or potential weaknesses in systems and processes that could lead to compromises; facilitates remediation of identified vulnerabilities within processes, systems and applications

Ontario, Canada

Inventory management, Kibana, Case tracking, Problem solving, Quality coaching , Resource management• Resource management – Allocate resources and manage the associates as per the availability on a shift to shift basis and deliver direction and guidance on production floor• Inventory management – Physical and virtual inventory management using Amazon internal tools• Problem solving – Resolve issues with overages and shortages with the virtual and physical inventory allocated to the fulfilment centre. Re-discover the inventory that has gone missing from the system using the provided tools and allocate it back to the sellable collections.• Quality coaching – Using Kibana, data visualisation dashboard find and track the live errors and quality issues that associates produce on a shift, coach them on what is going on, how they can bring down the error and issues so that the Defects per operations shift can be brought down to acceptable levels. Provide new hire training

• Accountable for the delivery of service and performance reports as defined by KPI’s and SLA’s as set and agreed with the business partners• Administer Complaint Management to address all escalations and resolve them within the specified Turnaround Time (TAT)• Oversee Incident, problem and change management process using ITSM tools including Service Now. Follow-up until closure of high priority tickets & drive Major Incident calls as per demand • Plan, organize and control daily operations along with implement, operate and lead technology solutions in a complex environment• Design, develop & execute various business-led programs to enhance organizational competencies & establish high performance mindset• Coordinate with Senior Management to implement various process improvement initiatives within the organization• Responsible for end-to-end delivery of Data Center Infrastructure Services to Internal customers both on premise and hybrid cloud/CMP(Cloud Managed Platform)• On-board the full bouquet of services into Service Now(SNOW) for Service ordering, Incident management, Service requests, CMDB and its integration with vendor Systems• Innovative and think out of the box approach towards resolving complex problems and introduce improvement plans to continuously improve the customer experience• Constantly work towards improving Customer engagement and enhancing customer satisfaction through productive interactions and by resolving technical and service issues promptly• Responsible for Service/Process/Product Lifecycle Management (PLM) for our services and ensure service readiness criteria are fulfilled • Regular active participant of the Change Advisory Board (CAB), Change coordinator for approved changes, including documentations like Method of Procedure (MOP) documents, process flows, user acceptance testing• Responsible to identify contract expansion opportunities with existing OEs and convince other OEs to join us by showcasing our capabilities

• Managed & troubleshooted Windows Servers (2016, 2012 R2, 2008 R2), Windows 10 Desktops, Macs and associated network issues• Hands on experience in Server upgrades from Windows 2008 R2 Server to Server 2012 R2• Hands on experience in Windows Desktop and Mac deployment, upgrades, hardware and standard application troubleshooting• Hands on experience in mobile platform and application support on iOS, Android, Blackberry OS• Hands on experience in upgrading KMS servers, installing licences and licence management• Supported and troubleshooted IP telephony and Tele-conferencing products like Avaya Phones, Plantronics, Polycom • Managed and troubleshooted VMware environments and ESX servers• Supported and troubleshooted Office365 applications, network issues • Participated in Major Incident Management calls as needed; actively participated in Change/ Problem Management processes• Implemented and supported remediation of security vulnerabilities within the operating system and application software• Implemented and supported system performance monitoring and testing• Created and maintained thorough documentation (Standard Operating Procedures) for troubleshooting activities, including disaster recovery procedures• Performed Root Cause analysis on recurring issues• Actively participated in regular maintenance programs with Operational Support teams• Recommended platform adoptions and upgrades with hardware refresh• Backups and its troubleshooting - HP Data Protector Monitor servers through HP OpenView and troubleshooting HP Open view client issues • Patched Windows Servers through WSUS and extracted data for reporting• Symantec Endpoint Protection support in Windows servers • Managed IIS servers and supported in-house web applications• Managed SSL certificates and key management for Secure FTP servers