Nesa Kumar

Background

About Nesa Kumar

Handled high priority incidents (F7 & F2) with exceptional poise and composure, making quick decisions in effort to reduce overall impact for high value creation. Coordinating with all teams for Critical/ Major incidents for quick recovery. Manage ownership of all active issues that impact the business, primarily focusing on all Severity I's and 2's. Good knowledge in the incident life cycle from Incident identification till closure. Chasing up with Y and L2 team for fixing the faults and making the respective incident with proper statement. Attending weekly calls with customers and keep updating all priority incidents of the whole week. Develops processes and procedures that ensure Incident Management and Service Desk related action items are tracked and completed. Troubleshooted all issues related to hardware, applications, configurations, tool issues etc. Maintaining, reviewing, and updating the process related documents related to the operation's center activities. Escalate Incidents at risk of breaching Service Level Agreement with the respective Coordinator. Perform confidently and authoritatively in the role of incident management subject matter expert and lead customer personnel in responding to fast paced incidents. Ensure adherence to the Incident Management process. Troubleshooting and diagnosing network issues. Participating in development of client training programs by identifying learning issues. Have been an SME and have done monitoring/ Audit. Also I have experience in managing virtual machines and knowledge in Active directory, creating virtual machines, virtual networks and subnets. I have also completed AZ-900 Azure fundamentala and AZ/04 Azure administrator course and looking for the new opportunity to excel my knowledge. • Have been a good support in critical Business services for Client side • Part of End user services handling day to day health check for Business • Handle all VTN related issues and address them on priority • Have been a great support for MAC OS. for executive and V9F across the estate • J4A management across all priorities based on Business Impact