Ragulan Balakrishnan
Associate II - Cloud Infrastructure Services
Alma
Summary
Experienced IT professional skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Proven track record in customer escalation management and case management. Skilled in monitoring and troubleshooting customer infrastructure, adhering to ITIL best practices, and mentoring new team members. Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
5
5
years of professional experience
6
6
Certifications
Work History
Associate II - Cloud Infrastructure Services
UST
4 2024 - Current
- Follow/update runbook/SOP to monitor track and co-ordinate
to closure/service requests. - Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate same by raising tickets with defined priority and severity.
- Update SOP with updated troubleshooting instructions and process changes .
- Understand Priority and Severity based on ITIL practice. Understand agreed. SLA with customer and adhere.
- Adhere to ITIL best practices.
- Follow runbook for troubleshooting, record troubleshooting steps and provide inputs for runbook changes.
- Use KB/SOP to resolve tickets and update KB/SOP with new findings.
- Follow up on tickets based on agreed timelines. manage ticket backlogs/last activity as per defined process.
- Collaborate with different towers of delivery for ticket resolution (within SLA).
- Actively participate in team/organization-wide initiatives. • Collaborate with other team members for timely resolution of tickets.
- Assist new team members to understand the customer environment.
- Thorough understanding of organization and customer defined process.
- Adhere to organization\xe2\x80\x99 s policies and business conduct.
- On time completion of all mandatory training requirements of organization. and customer.
- Provide on floor training and one-on-one mentorship for new joiners.
- Mentor new team members in understanding customer infrastructure and processes.
- Measures of Outcomes:
1) SLA Adherence.
2) Compliance towards runbook based troubleshooting process.
3) Time bound elevations and routing of tickets \xe2\x80\x93 OLA Adherence.
4) Schedule Adherence in managing ticket backlogs.
5) # of NCs in internal/external audits.
6) Number of KB changes suggested.
7) Production readiness of new joiners within an agreed timeline by one-on-one mentorship. - Developed documentation on best practices that facilitated knowledge transfer among team members
Enterprise Technical Support
Dell Technologies
04.2022 - 04.2024
- Diagnosis, troubleshoot and responds to customer technical problems/issues related to enterprise hardware, software and networking via e-mail / chat, online, social media and phone.
- Assist customers by diagnosing problems and providing resolutions for technical service or care issues, uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls / contacts.
- Analytical, articulate, result-oriented and provide excellent follow-up, Identifies, researches and provides input on unique or recurring customer problems, advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
- Maintain accurate call logging and tracking into Helpdesk database, possess excellent communication skills and the ability to work with diverse range of people with varying levels of technical understanding and ability in international environment.
- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in dispatching services/parts.
- Takes complete ownership of customer issue until resolved involving multiple inbound and outbound communications; owns the issue and engages/ collaborates with multiple resources.
- Documents problems, diagnostics, interactions, next steps, and solutions implementation in a CRM tool.
- Provides timely response to customer escalations with appropriate notification to all required EEC staff.
- Performs required case management functions as related to assigned TSAM including the written summaries of outcome((RCA/PIR)).
- Maintains proficiency of Dell's Enterprise product line and service offerings along with current industry products and technologies.
- Proactively contributes to increasing team efficiency by sharing knowledge, providing feedback about best practices, writing tools / utilities.
- Product supported: Poweredge, Powervault (JBOD series), Nutanix
Data Center Engineer
DNeX Malaysia
8 2020 - 4 2022
- Manage daily/weekly/monthly data backup.
- Manage sending and retrieval of back up tapes.
- Perform daily status updates to monitor health of all systems.
- Ensure the timelines of daily batch processing (transactions) and perform reboot of RPA appliances when needed.
- Report if there is any LED reported on the server.
- Monitor the health of severs and tape library.
- Create ticket to vendor if there is any issue in Networker backup application.
- Assist in performing preventive maintenance activities for PAC, UPS and Generator.
- Perform ad-hoc jobs and prepare reports.
- Modify and manage CA Workload automation jobs.
- Involve in annual disaster recovery testing activity.
- Provided training and mentorship to junior engineers on best practices in data center management
- Managed vendor relationships to negotiate favorable pricing on equipment purchases, maintenance contracts, and support services
- Maintained a high level of availability for mission-critical applications through proactive monitoring of system health indicators
TM Protege Training
GITN Sdn Berhad
02.2020 - 08.2020
- Perform migration of old H3C network switch to new Cisco Fabric switches.
- Onsite troubleshooting for network connectivity and internet access.
- Prepare before and after testing reports -Preventive maintenance and cable management for network devices.
- Involve in UAT activity.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments
- Sorted and organized files, spreadsheets, and reports
- Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines
- Explored new technologies and approaches to streamline processes
Education
Bachelor's degree - Information Technology
Universiti Teknologi PETRONAS
Seri Iskandar, 08 11.2013 -
Skills
Data Center Management
Certification
Dell Associate - PowerEdge Version 2.0
Languages
Tamil
Native language
English
Proficient
C2
Malay
Proficient
C2
Timeline
Oracle OCI Generative AI Professional
07-2024
Dell Openmanage Operate
03-2024
Dell Specialist - Implementation Engineer PowerEdge M1000e FX2 and VRTX
01-2024
Dell Specialist - Implementation Engineer, PowerEdge Version 2.0
12-2022
Dell Associate - PowerEdge Version 2.0
08-2022
Enterprise Technical Support
Dell Technologies
04.2022 - 04.2024
TM Protege Training
GITN Sdn Berhad
02.2020 - 08.2020
Huawei certified ICT Associate
10-2019
Bachelor's degree - Information Technology
Universiti Teknologi PETRONAS
11.2013 -
Associate II - Cloud Infrastructure Services
UST
4 2024 - Current
Data Center Engineer
DNeX Malaysia
8 2020 - 4 2022
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