Vipul S. Email and Phone Number

Technology - Wintel (VMware and Azure Cloud)Ensuring the quality, accuracy & timely resolution of technical faults within the specified SLA. Handling severe calls with the affected client/user to resolve critical issues related to the servers. Use Service Now dashboards regularly and take necessary actions on Incidents/Service Requests regarding the issues related to the servers such as, performance, space, server hung, CPU/memory saturation, applications, event logs, network cards, services, Event ID 64 and on various alerts and instances before they become critical and impact the business. Ensure sharing new ideas and thoughts to reduce incidents counts. Manage resolution of incidents as a resolver team, owns, assign actions, and escalate when required to priorities a restore of service. Organize Technical Change/CTASK’s and perform all the required activities such as patches installation, disk space, CPU and RAM upgrade, etc. Communicate all highly impacting incidents to key users/stakeholders via email/chat, providing regular updates until resolution has been reached.

Execute cases and incidents related to software, hardware and network issues for troubleshooting and resolution. Perform tasks on ticketing tools and use software and technical tools to run tests and commands. Communicate with International customers for resolving issues related to their computer, internet (Wi-Fi/broadband) and mobile applications. Comfortable with capturing results, communicating, escalating failures if any, and providing end status report.

Execute cases related to apps, services, or devices to ensure they are operating as required. Reviews new test and work instructions, share knowledge and best practices to deep dive into the app features and core functionalities. Able to learn manual device and application test procedures and how to use applicable software and tools. Meet daily productivity and quality targets. Able to execute repetitive tasks on daily basis with highest standard of quality w.r.t deliverables.