Naman Mishra

• An experience of 5+ years in IT Industry, & service industry; currently associated with Wipro Technologies Limited as Senior Administrator (Band: B2)
• Holds technical expertise in SolarWinds (primarily)/HP/Microsoft SCOM/VM Ware/Service NOW as a Tools Admin.
• Azure Cloud Platforms
• Linux Administrator and Network Administrator
• An analytical thinker with excellent reasoning and interpersonal skills
• Able to develop, maintain, and strengthen business relationships with clients
• Good verbal and written communication skills
• Lead a team of 5 Associates (Tools Admin Team: TCS)
• SPOC of error free delivery program (RIO) for the Account
• SPOC for reviewing Support Procedure Manual for all the applications present in our production environment.
• Proven track record of significant improvements in learning processes, productivity, quality and customer satisfaction, and maintaining a positive work environment

• Involved technically in Implementing Standard Changes
• Planning critical outages/migrations/upgrades (Migrated HP/SCOM 2012 R2 to SolarWinds) with technical documentation
• Integrating multiple technologies (Microsoft-Oracle-SAP-Middleware, Networks, Windows, Unix/Linux) to make them work on the ground level
• Basic hands-on knowledge of VMWare console
• SCOM – SNOW / HP – SNOW / SolarWinds - SNOW Integration for auto-ticketing process
• Server Patching
• Failover Testing
• Accessing servers & creating tickets through monitoring tools like Microsoft SCOM, HP OpenView suit (HP OMI, BSM, Sitescope, SIM, OVPM), SolarWinds
• Escalating Issues or Alerts on Networks/Windows (L1)) from SCOM, HP OMI Console, SolarWinds Orion
• Monitoring and Troubleshooting Windows, Unix/Linux, SQL, Middleware, Storage, Backup and Network Alerts
• Creating Compliance reports for different devices.
• Configuring floor maps for the devices along with interfaces.
• Coordinating with different support teams
• Possessing the multi-user incidents (Sev1 and Sev2) throughout their life cycle and working on improving the Customer Satisfaction Level (CSAT) by increasing the SLA performance and averting the reoccurrence of similar events
• Making sure the on-time delivery of committed services and that all the incidents are resolved in given SLA
• Cooperating with operational/functional management in escalation & notification process
• Initiating Service Restoration Team (SRT) for troubleshooting various issues and major incidents
• Making follow-ups with the clients via email and phone for any process related concerns of the whole team
• Monitoring the changes done in the environment and continuously updating the affected users. 
• Patching of Windows Servers (Windows 2003, Windows 2008, Windows 2012, Windows 2016) daily
• Accessing different network devices like Routers, Switches, Firewall, etc. with the help of SolarWinds Orion / Blue Coat Proxy Reporter as a part of troubleshooting
• Maintaining dashboard report for team mates on monthly basis and escalating critical Incidents within the defined SLAs
• Responsible for providing class room and process training to new team members to motivate and boost their performance
• Improving processes, quality consulting and process documentation
• Ensuring employee motivation and good employee relations

• High School: Passed from UP Board with first division (2011) 

• Intermediate: Passed from UP Board with first division (2013)

• Graduate from Dayanand academy of management studies, 

(61.2 % aggregate/ grand total of all 6 semesters)