Ramlakhan Kumar

Systems Engineer with 7+ years of experience at Flipkart, specializing in IT infrastructure management and complex network troubleshooting. Proven track record of optimizing IT operations, maintaining high system availability, and delivering seamless technical support to maximize organization-wide productivity.

SYSTEM ENGINEER at Flipkart (2019-01 – Present)

• Managing Flipkart IT Service delivery for warehouse on 24x7 for L1 & L2 support basis on ticketing tools, emails and calls.
• Providing guidance, mentorship, and Technical support
• Desktop/Laptop/Printer related issue such as OS deployment (Windows/Ubuntu), application installing, network configuration and troubleshooting.
• Configuration & Installation of A3/A4 printers, such as HP, Canon & Kyocera printers.
• Windows Active Directory user creation and management Server Monitoring using Zabbix tool, DNS & DHCP server management
• End to End Monitoring and managing desktop/network support, IT service desk, and Network/Server functions to ensure optimal service
• Managing SLA, Performance & overall IT escalation matrix Providing IT support to remote clients through Chrome remote desktop, Zoom meeting
• Mobile Device Management (MDM) &configuration on portable devices
• Regular interaction with ISP for Internet link health status update.
• Identify potential risks and challenges in IT infra by setting up scheduled failover testing(FLT), load balancing(LB) for critical assets
• Working with OEM Vendor- Authorized vendors such as ISP, Printers Vendors, Server OEM, connect with them for any interruption on running infra.
• Monthly IT training for end users (physically/virtually) is organized to create IT awareness.
• Managed and resolved daily IT support tickets (Level 1/Level 2) ensuring compliance with SLA

IT Coordinator at Delhivery (2018-01 – 2019-12)

• Engineers daily activity are closely monitored
• Set KPI for engineers based on parameters, like maximum ticket closure counts, SLA response & resolution time to attend tickets etc
• Provide training and development opportunities for IT team members.
• CSAT survey launch on quarterly basis, encourage end user to fill IT feedback survey form and share the feedback on IT service for improving IT Service.

Intern in IT at Flipkart (2017-01 – 2017-12)

• Desktop Management, OS Installation, OS repair, OS related error & troubleshooting.
• Network & USB Printer installation configure & error trouble shooting, Scanner installation, configure & error troubleshooting

B.Tech in CSE – MRK INSTITUTE OF ENGINEERING & TECH. (UNIVERSITY - M D U ) (2013-01 – 2017-12)