Sr. Lead Service Engineer

• Jun 2004 - Present

Sr. System Administrator / Technical Head

• Jun 2004 - Present

- Setup and Updates Development and production applications as requested by product developers and programmers. - Directly involve in maintaining chikka IM and other chikka applications deployed in more than 200+ linux servers collocated in different datacenters. - Troubleshooting and error analysis on a variety of server systems - Administration of Linux/Unix standard services (Apache, MySQL, Postfix) and shell scripting - Assist with the preparation and maintenance of systems design documentation - Provide research and development to ensure that the systems infrastructure is well positioned to support current and emerging distributed systems engineering standards.

Technical Support

• Apr 2003 - Jun 2004

• Special projects. These may include: copying software on the disk for distribution, filing and copying of handouts, putting together notebooks of information, labeling manuals and running errands. • Provides feedback to the professional staff. • Copies consulting materials. Photocopies pages from manuals or handouts as needed. • Software Installation: Format hard disk. Installs needed operating system / Software to workstation. • Sets up of computers: Troubles shooting of hardware. • Attends calls. • Provides technical assistance to clients. Respond to questions from customers related to dialup and network computer use, by email and over the phone. • Help customer set up their computer for browsing; configure the network protocols and email. • Report network status. Prepare operational reports (MRTG) • Routes consulting traffic. If the client needs to speak to a senior technical support, direct the client to senior, if available, or tell them the approximate wait time and record information. • Helps customers resolve logon and passwords problems • Ensures timely escalation of problems by documenting actions taken. • Participates in the preparation of procedure manuals and documentation for technical support use. • Tracts user problem trends; make recommendations for improvements to the network system and create reports based on information provided from the trends. • Assists in the resolution of user and support issues to ensure positive impact on customer satisfaction. • Reports urgent problems to the system administrator immediately.