Jaganraja Sampathkumar

In my role, I proactively monitor data and communications networks and applications to ensure uninterrupted operations and availability for all system users. I am proficient in utilizing monitoring tools to identify and address problems with systems, applications, and networks. Additionally, I effectively manage both automatically and human generated alerts, promptly acknowledging them and undertaking initial troubleshooting. I am skilled in providing proactive communication to customers during wide-scale service affecting problems, maintaining high-quality service desk entries with timely and accurate notes.

Furthermore, I have hands-on experience with enterprise monitoring tools such as PRTG, CloudWatch, and ELK. I am adept at reviewing and cleaning up ticket queues, prioritizing and isolating problems, and ensuring compliance with service level agreements. I possess a track record of developing and tracking solutions to application errors, reporting metrics associated with system performance, and assisting with the development of standards to effectively track, monitor, report, resolve, and escalate issues. Moreover, I have actively contributed to the creation of support documentation and worked collaboratively as a team player in incident management, user communication, release management, and crisis management.

In addition to my technical skills, I have 2.4 years of relevant experience as an IT Service Desk Analyst-I, specializing in cloud support. I also have 1.6 years of relevant experience in production support within a NOC environment. My solid management skills and analytical thinking have consistently allowed me to resolve ongoing issues and defects, often being called upon to consult on problems that have eluded resolution by others.

I am confident that my expertise in network/system troubleshooting, transaction research, and technical issue resolution will be valuable assets in analyzing and resolving end-point problems in both test and production environments. I have a strong understanding of log analysis, investigation, disk space monitoring, and server patching. I am proficient in handling tools such as PRTG, RabbitMQ, ELK, Active Directory, Kafka, Kibana, and various dashboards. Additionally, I have experience working in a 24/7 shift environment and collaborating with remote hands support.

I am well-versed in working with service management platforms like Service Now, JIRA, Salesforce, as well as cloud platforms like AWS and VM-Ware. My knowledge and experience with F5 load balancers further contribute to my ability to excel in this role.