Andrew Vijay Kumar S

• Drove business success by implementing strategic system and process improvements, optimizing investments for cost efficiency and enhanced capabilities.
• Administered and supported manufacturing applications such as Pinpoint, VMC, and PTC ThingWorx, managing version upgrades, license compliance, issue resolution, RCCA, and IIQ certification to ensure secure and streamlined user access.
• Led End-of-Life (EOL) upgrades for IT and OT applications and hardware, with expertise in vulnerability management, critical patch deployment, and secure connectivity for IT/OT systems.
• Delivered over 30 projects, facilitating resource onboarding and vendor integration through processes like TPRA, SCB, SOW, NDSA, and AMC management.
• Championed digital transformation initiatives, contributing to IIoT projects including Real-Time Location Systems, PTC ThingWorx, operational digitalization, O365 automation, visual analytics, and immersive visualization solutions.
• Oversaw onboarding and network integration of new OT machines from diverse OEMs, including CNCs, robots, cobots, PLCs, torque tools, controllers, IoT gateways, energy meters, thermal cameras, and GPS devices.
• Provided critical support for PAN India and Australia projects, and participated in IT governance activities such as clean desk audits, IT Security Day/Night walks, IMS, CQMS, business continuity planning, and annual IT DR exercises.
• Collaborated with GIS Enterprise teams on EOL replacements, server migrations, firewall upgrades, voice and cloud migrations, and critical room renovations, minimizing operational disruptions.
• Supported network circuit and infrastructure upgrades, established IT setups for new warehouses, and advanced cybersecurity initiatives through regular user training sessions.
• Acted as IT lead for the South East Asia region, delivering technical expertise and continuous knowledge transfer on ongoing and completed projects.
• Managed responsible disposal of e-waste and decommissioning of legacy IT components and service accounts.
• Contributed to technology roadmaps, lessons learned, and best practices for IT and business teams.
• Actively engaged in the Employee Insights Action Team, providing feedback and recommendations to enhance employee experience and drive continuous improvement within IT.

• Performed monitoring and capacity planning for leading OEMs during major product launches to ensure optimal network performance.
• Managed change and configuration processes across multiple platforms, adhering to ITIL standards.
• Ensured compliance and upgraded code to meet Verizon’s standards and operational guidelines.
• Monitored wireline and wireless devices using in-house and third-party tools such as CA Spectrum, CAPM, and Grafana.
• Configured, troubleshot, and documented WAN and data center networks, ensuring high availability and reliability.
• Conducted hardware troubleshooting in collaboration with OEMs for timely resolution.
• Tracked and resolved chronic network issues to maintain service continuity.
• Provided operations and maintenance support for SDN Open Switch platforms.
• Managed and optimized firewall policies, VPN configurations, and security rules to safeguard network infrastructure.
• Implemented access control lists (ACLs) and intrusion prevention measures to mitigate security risks.
• Performed regular firewall audits, rule cleanup, and compliance checks to meet security standards.
• Oversaw performance and executed software and OS upgrades as required.
• Managed load balancer configurations and ensured effective traffic distribution across servers.
• Conducted network capacity analysis, bandwidth optimization, and proactive performance tuning.
• Responded to and resolved security incidents, including firewall breaches and unauthorized access attempts.
• Maintained network documentation, including topology diagrams, firewall rule sets, and change logs.
• Hands-on experience with Nexus Switches, VPNs, Firewalls, Load Balancers, Netscout Devices, Cloud LBs, Cisco GSS, ISR, and advanced ASR Routers.
• Coordinated with cross-functional teams for disaster recovery planning and network failover testing.
• Provided 24/7 on-call support for critical network and security incidents.

Responsiblities:

• Acted as Escalation Lead, assuming full responsibility for end-to-end management of all Severity 1 & 2 incidents, supporting 400+ servers, 190 networks, and 100+ applications.
• Led teams of 8 members at GAVS (7 months) and 4 members at Mindtree Ltd, driving operational excellence.
• Directed efforts to minimize client business disruptions and ensure timely incident resolution.
• Documented and tracked incident timelines to aid root cause analysis and process improvement.
• Experienced in Google Suite and WebEx troubleshooting.
• Skilled in Windows, macOS, VoIP Phones (Cisco & Shortel), O365, and Altiris administration.
• Communicated incident status and notifications to senior leadership and clients while maintaining SLA compliance.
• Collaborated with Incident Lifecycle Coordinators for initial incident response.
• Trained and mentored new escalation agents to enhance team efficiency.
• Authorized emergency break-fix requests and reported details to the ECAB group.
• Provided technical support for global troubleshooting (India, Brazil, China) and performed system maintenance.
• Managed incident lifecycle, including initiating/joining bridge calls and delivering timely client updates.
• Monitored applications, batch processes, and backup jobs across multiple systems.
• Worked closely with internal teams and partner organizations, from engineers to executives, to ensure service assurance.
• Oversaw escalation handling, repair coordination, and status reporting.
• Delivered peer and management training as Escalation Lead, significantly improving productivity.
• Offered desktop support to reduce downtime and optimize team performance.
• Proficient in ticketing tools: ServiceNow, ManageEngine, Remedy, HPSM, ITSM, and Symantec Ticketing System.
• Prepared and shared weekly, monthly, and quarterly business review reports with customers.
• Conducted regular SLA and process improvement calls with clients.
• Managed shift rosters, transport schedules, and leave approvals for support teams.

Responsibilities

• Took complete ownership of end-to-end management for all Severity 1 & 2 incidents, ensuring uninterrupted support for 400+ servers, 190 networks, and 100+ applications.
• Directed team efforts to minimize client business disruptions and achieve timely incident resolution.
• Maintained detailed documentation of incident timelines to facilitate root cause analysis.
• Delivered clear and timely incident updates to senior leadership and clients, ensuring strict SLA adherence.
• Partnered with Incident Lifecycle Coordinators to provide rapid initial response.
• Mentored and trained new escalation agents, enhancing team capability and efficiency.
• Authorized emergency break-fix requests and communicated details to the ECAB group.
• Provided advanced technical support for global troubleshooting (India, Brazil, China) and performed system maintenance.
• Managed incident lifecycle, including initiating/joining bridge calls and providing real-time client updates.
• Conducted application monitoring, batch job oversight, and backup job verification across multiple systems.
• Collaborated with internal teams and external partners, from engineers to executives, to ensure service assurance.
• Oversaw escalation handling, repair coordination, and status reporting for critical issues.
• Delivered targeted training for peers and management, significantly improving productivity.
• Offered desktop support to reduce downtime and optimize team performance.
• Skilled in ticketing tools: Remedy, HPSM, ITSM, and ServiceNow.
• Prepared and distributed weekly/monthly reports to customers.
• Led regular SLA review and process improvement discussions with clients.
• Managed shift rosters, transport schedules, and leave approvals for support teams.

Key Achievements

• Established a strong reputation for resolving complex issues and delivering exceptional customer service.
• Implemented innovative technologies and automation tools to enhance project efficiency and competitiveness.
• Earned multiple client accolades, including recognition for outstanding support during the Chennai floods, and consistent, high-quality service throughout tenure.

Responsibilities Key Achievements

• Monitored and resolved user requests and escalations via Remedy Helpdesk Software.
• Ensured application support aligned with agreed service level commitments to manage customer expectations effectively.
• Created and managed user accounts, assigning appropriate group rights using Microsoft Active Directory (ADS).
• Established groups and designated group owners within Active Directory.
• Administered Citrix application access through group policies and Active Directory Services configurations.
• Provided technical support for Microsoft Office Suite-related issues.
• Troubleshot desktop-level network connectivity problems and coordinated with the network team for escalated cases.
• Maintained uninterrupted connectivity and ensured smooth information flow across the organization.
• Developed and maintained comprehensive documentation for all implemented network systems.
• Assisted in preparing proposals and delivering solution presentations.
• Performed daily system maintenance, resolved technical issues, applied OS patches, executed software upgrades, and managed routine hardware configurations.
• Configured and supported wireless connectivity, VPN setups, and dial-up connections for users.
• Earned a strong reputation for resolving complex technical issues and delivering exceptional customer service.
• Introduced innovative technologies and automation tools in projects, providing a competitive edge and improving efficiency.