Summary
Overview
Work History
Education
Skills
Certification
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Working Position
Timeline
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Santha Kumar

Santha Kumar

Network Analyst
Nilai

Summary

Experienced with network troubleshooting, ensuring seamless connectivity. Utilizes advanced problem-solving techniques to maintain network stability. Knowledge of network protocols and security measures enhances operational efficiency.


Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.


Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Overview

20
20
years of professional experience
7
7
Certifications
3
3
Languages

Work History

Network Support Analyst

TNS
03.2025 - 06.2025
  • Providing Network Support for TNS's client covering network support for global.
  • - Single point of contact for clients on Operations issues based on contract and to ensure Service Levels are achieved.
  • - Opening tickets from monitoring tools for incident cases 24x7 days.
  • - Monitor customer's routers and place calls with telco, following up for service restoration and RFO.
  • - Familiar with Cisco router, Cisco Meraki Switch, Virtual Access router and Digi router.

Service Manager

Infosys
06.2024 - 02.2025
  • Company Overview: Employee of Infosys, working for client from Telco
  • Providing Service Manager roles support for Telco on Operations issues.
  • - Single point of contact for clients on Operations issues.
  • - Handling fault management for Critical and Escalated incident cases 24x7 days.
  • - Provide regular updates and ensure timely fault resolution for Critical or Escalated incident cases.
  • - Investigate outages and prepare RFO with recommendations on resolutions and improvements.
  • - Managing planned maintenance for customer's critical services.
  • - Develop processes and support based on customer's requirements.
  • - To manage the performance of services of clients as per agreed in the contract and to ensure Service Levels are achieved.
  • - To conduct monthly network performance meeting.
  • - Develop improvement plans on events of outages such as long periods of downtime, frequent outages, unknown RFO, etc.
  • - Updates or reviews any improvement plans.
  • - To recommend network improvements plans.
  • - Pro-active and plan pre-emptive solutions for services and network outages.
  • Employee of Infosys, working for client from Telco

Network Operation Centre Engineer

Thatz International Pte Ltd
10.2023 - 02.2024
  • Company Overview: Employee of Thatz International Pte Ltd, working for client based in Singapore.
  • Providing Network Operation Centre Engineer Support for client.
  • - Processing request of MMR and MDF Room access for ISP and client's customer for activities which covers site survey, installation, patching and decommission of cable connections of circuits and network connections which cover connections from MDF, MMR and Data Hall based in Singapore for client's customer.
  • - Provide escort and logging activity events for ISP or customer's client for MMR Room.
  • - Provide remote hand support for ISP and client's customer.
  • - Logging events for incidents or planned maintenance.
  • - Notify client's customer in the event of incident or maintenance.
  • - Assist on tape backup replacement.
  • - Working with Network Engineer, Data Centre Facility Management and Building Security team.
  • Employee of Thatz International Pte Ltd, working for client based in Singapore.

IT Operations Analyst

Accenture
06.2022 - 07.2023
  • Participates on IT Trainings and work with clients based on project.
  • Working with Accenture's client based in Petaling Jaya.
  • Providing TVM Support for client.
  • - Review KBs and plan for vulnerabilities remediation from TVM scanning tool.
  • - Log into network devices to implement the CVEs, network iOS update.
  • - Validate network are working normally after remediation.
  • - Working in Hybrid mode from Office and Home with VPN Cisco AnyConnect.

NCC Network Analyst

AIG
04.2015 - 06.2022
  • Providing Network Support for AIG Global Services covering global network infrastructure including Data Centres.
  • - Worked with Network Escalation, Network Engineering, Firewall team, Security team, Windows Server, Unix, Linux, Storage, Application teams, Change Management, Vendors and etc to resolve incidents using workaround based on SLA and permanent solutions with Problem Management.
  • - Monitoring, troubleshooting, and performing escalation on AIG WAN and LAN network infrastructures.
  • - Troubleshooting on WAN and LAN networks.
  • - Troubleshooting on IP routing protocols such as BGP, EIGRP, OSPF, VPN, Frame Relay, etc.
  • - Troubleshooting on 2 & Layer 3 network layer.
  • - Monitors security on possible threats and vulnerability from network devices, websites, Wireless access connects etc.
  • - Troubleshooting network security using Palo Alto, NetScout, Splunk, Wireshark and Akamai tools.
  • - Assisted on device replacement and reinstallation for Cisco Nexus 9K, 7K, 6K, 5K, 2K and FEX switch, Cisco Catalyst switch which including Cisco Stack switch, Cisco Meraki switch, Cisco Meraki Wireless Access Point and Cisco Prime Access Point.
  • - Monitoring network devices using Spectrum, and Thousand Eyes Monitoring tools.
  • - Monitoring network nodes in the SolarWinds Orion monitoring tool.
  • - Reporting and updating the status of network outages to the Service Manager on Business impact for site.
  • - Single point of contact to ISP and vendor related to network outages and maintenance.
  • - Perform escalations on network issues with Internet Service Provider based on SLA.
  • - Participating in conference phone calls for Network troubleshooting for WAN, LAN network infrastructures.
  • - Handling change ticket based on Change process which involves Change Advisory Board.
  • - Opening change tickets for network maintenance and emergency change for incidents.
  • - Handling task tickets for network configuration.
  • - Monitoring and performing necessary action required during major weekend planned maintenance.
  • - Support user's network related issues that covers VPN support, Outlook, Applications, software, Firewall, Proxy, Meraki Z3 support etc.
  • - Familiar with Data Centre server, storage, network, power infrastructure, cooling infrastructure devices, cabling Infrastructure, physical security.
  • - Familiar with Network Architecture for Data Centre, large office, small office, and branch office.
  • - Familiar with the design of Network Equipment in Data Centre Environments.
  • - Familiar with Cisco router.
  • - Familiar with Cisco switch.
  • - Familiar with Cisco Nexus 9K, 7K, 6K, 5K, 2K FEX switch.
  • - Familiar with Cisco ACI.
  • - Familiar with Arista ACI.
  • - Familiar with Dell brocade switch.
  • - Familiar with Cisco WAAS.
  • - Familiar with Cisco Access Point.
  • - Familiar with Motorola Access Point.
  • - Familiar with Cisco Meraki router, switch, and Access Points.
  • - Familiar with Cisco SDWAN (Meraki).
  • - Familiar with Ciena device such as 4200 and 2000.
  • - Familiar with Cisco and Motorola wireless, WIPS devices.
  • - Familiar with Cisco Wireless controllers.
  • - Familiar with Cisco Prime.
  • - Familiar with Mobilecon.
  • - Familiar with Cisco ACE & F5 load balancer.
  • - Familiar with Cisco Access Security (Secure Connect).
  • - Familiar with Forescout NAC.
  • - Familiar with web and Internet security services (Akamai).
  • - Familiar with VDI.
  • - Familiar with Avaya.
  • - Familiar with Cisco Collaboration (Webex).
  • - Familiar with Cloud environment (AWS, Azure, and Google clouds).
  • - Familiar with UPS.
  • - Familiar with Wyse and Citrix Workspace.
  • - Familiar with VPN client (Pulse and Global Protect).

IT Command Centre Analyst

Aker Solutions
08.2009 - 02.2015
  • Providing 24 x7 re-active and pro-active service in monitoring critical production services provided by Aker Business Services in Data Centre based in Kuala Lumpur.
  • - Monitor external WAN links and place calls with suppliers, following up on these calls to ensure the resolution.
  • - Single point of contact for maintenance calls to third-party vendors where the maintenance event has been highlighted by the monitoring tools or where the vendor has reported an outage or failure.
  • - Perform live monitoring 24x7 on all network nodes such as Router, WAN Accelerator, Firewall, Core switch, Edge switch, interfaces for router and core switch as well the ESX server in SolarWinds Orion monitoring tool.
  • - Ensure network connection for Data Centre sites is run 24 hours x 7 days.
  • - Monitor WAN Links such as MPLS, Internet VPN, Optical line, Dark fibre, etc.
  • - Troubleshooting network security using Bluecoat tool.
  • - Monitor satellite links for vessels as well as secondary links for certain countries.
  • - Work closely with other support lines (Service Desk, Technical Operations, Communication Services etc) in escalating matters and finding a solution.
  • - Analyst and report to the corresponding team if issues with Cisco Unified IP Phone (VOIP).
  • - Manage Dependencies of network nodes in the SolarWinds Orion monitoring tool.
  • - Report network quality issues to Internet Service Provider.
  • - Perform escalations on network issues with Internet Service Provider based on given SLA.
  • - Raise a ticket to the corresponding team to check issues with network devices such as WAN Accelerators, firewalls, Core switches, and Edge switches.
  • - Supported Nortel, Forefront Unified Access Gateway, and Cisco VPN connection tools in Aker Solutions.
  • - Raise change for network planned work from Internet Service Provider and Aker Solutions.
  • - Handle incidents and change request for Proxy and WAN link.
  • - Handle Work orders related to network and server-planned work.
  • - Perform Monitoring disk space, memory, CPU utilization, and Heartbeat for servers.
  • - Unlock and reset user's password in active directory using Microsoft ADFS server.
  • - Checking user's Citrix account session using Citrix XenApp AppCenter.

IT Helpdesk Specialist

Hewlett Packard
09.2007 - 08.2009
  • Providing helpdesk support for Agilent, HP's client's employees which covers Window OS, laptop/desktop hardware, and applications.
  • - Take the role of IT consultant and represent Hewlett-Packard for HP's customers including Agilent employees worldwide.
  • - Responsibility for assisting users to troubleshoot the Windows-based platform.
  • - Provide front-end support of multiple software to users.
  • - Provide hardware support remotely.
  • - Unlock and reset user's password in active directory using Quest Active Directory.
  • - Add and re-join new computers and existing computers in active directory using Quest Active Directory.
  • - Raise a ticket to the Network team for network issues.
  • - Raise a ticket to the Server team for server-related issues.
  • - Provide Nortel and Juniper VPN support for users.
  • - Responsible to despatch, expediting, and escalating cases to the corresponding IT services workgroup.
  • - Extra roles as Case Administrator during weekends.
  • - Work closely under HP quality standard services to assist users.

IT Administrator

Frontier In Knowledge
08.2005 - 08.2007
  • Company Overview: An event management service provider.
  • Providing IT support for Frontier In Knowledge, which is an event management service provider which covers Window OS, laptop/desktop hardware, and applications.
  • - Troubleshoots and is responsible for the maintenance of computer hardware and software including printers and fax machines.
  • - Troubleshoots Microsoft Office, Ms. Outlook, and Microsoft Operating System.
  • - Troubleshoots and is responsible for maintenance of Network devices such as modem, router, switch, etc.
  • - Manage SQL and email servers.
  • - Manage and maintain of VOIP phone system.
  • - Manage PABX system and call billing system software.
  • - Design and maintenance of company websites using Adobe and Macromedia tools.
  • - Design event brochures using Adobe tools.
  • An event management service provider.

Education

Bachelor of Science - Computer Information Systems

Rima College
Kuala Lumpur, Malaysia
04.2001 - 01.2005

High School Diploma -

SMK Gombak Setia
Gombak
04.2001 - 01.2000

High School Diploma -

SMK Darul Ehsan
Selayang Baru
04.2001 - 01.1998

Skills

    Service Now ticketing system

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Certification

ITIL (R) 2011 Foundation

<Enter your own>

  • Age: 45
  • Gender: Male
  • Nationality: Malaysian

Working Position

Network Analyst

Timeline

Network Support Analyst

TNS
03.2025 - 06.2025

Service Manager

Infosys
06.2024 - 02.2025

Network Operation Centre Engineer

Thatz International Pte Ltd
10.2023 - 02.2024

IT Operations Analyst

Accenture
06.2022 - 07.2023

NCC Network Analyst

AIG
04.2015 - 06.2022

IT Command Centre Analyst

Aker Solutions
08.2009 - 02.2015

IT Helpdesk Specialist

Hewlett Packard
09.2007 - 08.2009

IT Administrator

Frontier In Knowledge
08.2005 - 08.2007

Bachelor of Science - Computer Information Systems

Rima College
04.2001 - 01.2005

High School Diploma -

SMK Gombak Setia
04.2001 - 01.2000

High School Diploma -

SMK Darul Ehsan
04.2001 - 01.1998

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Santha KumarNetwork Analyst