AUGUSTINE OCTAVIUS

Oversee Technical support teams to effectively resolve incidents and ensure timely resolution.
Drive technical projects to successful completion, adhering to project timelines and objectives.
Lead initiatives aimed at preventing recurring issues and improving overall system reliability.
Ensure that IT services consistently meet established service level agreements (SLAs).
Identify and implement process improvements to enhance operational efficiency.
Proactively identify and mitigate risks associated with infrastructure and service delivery.
Manage and maintain strong relationships with third-party vendors to ensure optimal service support.
Collaborate on capacity forecasting and planning to align resources with business needs.
Generate and present comprehensive performance reports to stakeholders.
Oversee end-to-end service delivery, ensuring seamless integration and customer satisfaction.

• Coordinating all Enterprise Architecture activities
• Managing and building team of support engineers and ensuring customer satisfaction
• Auditing compliance within Enterprise Architecture standards
• Managing critical accounts and creating new opportunities
• Managing and presenting monthly data analytics reports using BI, Tableau
• Designing technical solutions for customers on HP, Oracle, Cisco, window, and UNIX platforms
• Managing customer data centers under SLAs
• Working with OEMs regarding support and sales opportunities
• Providing solutions for cases escalated by team members and customers, planning annual budget for training and certifications of engineers
• Implementing, designing virtualization
• Ensuring OEM partnership certification and training requirements are up to date
• Ensuring team members’ knowledge is up to date by training
• Interpreting technical solutions for customers
• Hands-on operational leadership for Network, Data Center, Server, Storage, Messaging, Network, and telecom teams
• Hands-on project management for strategic firm-wide initiatives, inclusive of technology selection, effort, timeline, cost, resource allocation, system engineering, RFP/SOW creation, vendor selection/management, solution delivery, and implementation
• Oversee infrastructure operations support for organizations on 24x7 basis, with on-call support during off-hours for initial response to disruptions, outages, and incidents
• Work closely with other technology group managers to establish departmental vision and strategic roadmap for technical platforms
• Developing enterprise Architecture and coordinating architecture plans for SMEs
• Developing and maintaining project-level and Enterprise level model consistency and integration
• Developing methods and techniques for modeling technologies.

• Planning managing, and building team of eight support engineers and ensuring customers satisfaction
• Designing technical solutions for customers on HP, Oracle, Cisco, window, and UNIX platforms, managing customer data centers under SLAs
• Working with OEMs regarding support and sales opportunities
• Providing solutions for cases escalated by team members and customers
• Planning annual budget for training and certifications of engineers
• Ensuring OEM partnership certification and training requirements are up to date
• Ensuring team members' technological knowledge is up to date by training
• Interpreting technical solutions for customers
• Doing presales and after-sales support
• Researching newer solutions to tackle challenges
• Assisting customers to execute projects within budget and on time
• Innovatively providing solutions to customers' challenges
• Creating sales opportunities
• Championing HPE sales opportunities.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
• Provided Tier 1 IT support to non-technical internal users through desk side support services
• Assisted customers in identifying issues and explained solutions to restore service and functionality
• Documented support interactions for future reference

. Managing SLAs for significant customer accounts.

. Managed customer calls and troubleshot to remediate issues

· Ensuring customer satisfaction.

· Implementing technical installation for Oracle and HP, and Cisco platforms.

· Executing technical designs and solutions for sales team and customers.

· Working on Oracle, HP, Cisco, windows, and UNIX platforms.

· Working with sales team on presales and after support of solutions.

· Executing proof of concept (POC) in customer environment.

· Providing solutions for cases escalated by team members and customers.

· Writing partners require certification exams after training.

· Implementing projects on time and within budget.

• Served as primary point of contact for support relating to owned solutions and products
• Analyzed issues to identify troubleshooting methods needed for quick remediation
• Performed root cause analysis of reported issues to enact corrections
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
• Explained technical information in clear terms to promote better understanding for non-technical users
• Traveled with sales engineers on customer site visits to respond to specific technical questions
• Delivered Tier-3 support and SME input to internal and external customers