Ashar Kallumpurathu

• Assisted in the implementation of new technology initiatives, leading to increased efficiency across departments.
• Supported company growth by setting up and configuring new workstations for incoming employees as needed.
• Collaborated with team members to complete complex projects within tight deadlines, ensuring client satisfaction.
• Optimized resource usage by efficiently allocating computer systems for various workloads and user needs.
• Managed inventory of hardware components, ensuring availability of necessary resources for ongoing operations.
• Kept abreast of industry trends and emerging technologies, applying this knowledge towards continuous improvement efforts.
• Enhanced data security by performing regular backups and implementing disaster recovery plans.
• Safeguarded network integrity through consistent monitoring for signs of unauthorized access or suspicious activity.
• · Monitors the operating system console, functioning of programs, computer equipment on operating systems console, network, central processing unit for system or network failure, diagnosing the failure, and system monitors
• · Monitor and operate datacenter s critical functions and facilities to meet or exceed service levels. Monitor ,correct and report observed infractions of security policies and procedures
• · Determines point of program failure or equipment malfunction
• · Escalates failure to necessary technical personnel where pertinent
• · Interacts with the computer system to respond to systems inquiries to effect system or network recovery
• · Experience in printing Subpoena's, letters, term and downs, Shutoffs, PHL DIGUPS and Camp approval letters.
• · Experience in Printing Employee paychecks and Prism Jobs.
• · Monitors data center environment and mechanicals
• · Monitors and adjusts controls on the mainframe console, other peripheral equipment to start job run, receive and respond to program messages and commands
• · Reads job control sheet and other instructions prior to starting assignment
• · Places required magnetic tape and/or cartridges into drive
• · Inserts paper form and run-off sheet into printer
• · Assembles completed job run for return to requesting authorities
• · Responds to all data center phone calls and serves as Help Desk service
• · Creating Help Desk Tickets , resetting passwords for Active Directory accounts and Email, unlocking AD accounts, determine incidents and create Major Incident Tickets if and when required
• · Running mainframe payroll jobs and mainframe printing
• · Running Philadelphia Water Department and various other jobs on Basis2 (Oracle based Database Application), posting jobs from Basis2 to appropriate network shared folders, printing those jobs, letters, Shut Off Notices and Water Bills on network printers
• · Used Oracle basis 2 application to generate water revenue bills for printing. Running Daily ProdB,
• · Monitor the running of DailyProdB and if it fails report to the basis 2 team to resolve the issue.
• · Experience in creating and closing tickets using Sysaid ticketing system to resolve the issues raised by the user.
• · Experience in monitoring the CRAC and SRAC with proper operational temperature and no alarms present on the SRAC and CRAC units. If any alarms present in the SRAC and CRAC units report it to the facilities team so that they can resolve those issues by preventing the servers from overheating .
• · Experience in Working with Xerox Nuvera 157 MX , Xerox Nuvera 144 Mx printers and involved in the troubleshooting of the printers caused by paper jams.
• · Proficient in Microsoft Word , Excel, Outlook and Teams.
• · Timely responsive via MS outlook, MS teams and phone.
• · Creating datacenter operator log showing the outstanding issues at the start and end of the shift, issues happened during the shift along with impact caused by the issue and corrective measure taken by the datacenter operator to resolve the issue, major incidents still active at the start of the shift and during the shift and at the end of the Shift. The data center operator log also contain the details regarding the name of the person along with their department to which we allowed access to the datacenter. The datacenter log also contain the readings from the Ups , Crac(Computer room air conditioner),and SRAC( Server room Air conditioner).The datacenter log also contain the print room temperature and humidity.The datacenter log also contain Daily ProdB start and end time.
• · Experience in monitoring the CICS regions of the main frame servers assigned to various departments of the City of Philadelphia. If any of those region goes down report it to the cics tech support team to bring them up.
• · Creating Water production Status report by logging the outstanding issues at the start and end of the shift .It also log the issues during the shift along with the impact caused by the issue and corrective measure taken by the datacenter operator to resolve the issue.It also contain the details regarding the start and end time of PNC transmission receive , POS, Meter reads , Route processed , Daily ProdB ,Daily Report ,Bill print calculations, entire bill print processing, Bill calculations along with the Shut office notice printed. The Water Production report also contain information regarding the working conditions of the Printers in the Print room.
• · Providing Assistance to the Datacenter equipment like Cisco Switches , Cisco Routers, Dell power Edge And HP proliant servers in the datacenters.
• · Assisted the facilities team in building the Server Racks, Cabling and Other task as necessary.
• · Management of ticketing System Proper Documentation of all Work done.
• · Experience in Crimping the CAT6 Cable using TIA568B Standard .
• · Escalate issues to higher levels of support with more difficult cases.
• Experience in supporting Windows 10, Windows 11 and MSoffice365.
• Experience in using remote login tools quick assist to login into client pc and resolve their issues

• Resolved escalated customer complaints with empathy and professionalism, ensuring satisfactory resolutions.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Analyzed customer feedback data to identify areas for improvement and implemented necessary changes.
• Streamlined the customer service process for increased efficiency and improved response times.
• Exceeded performance metrics consistently, setting an example for fellow team members in terms of productivity and quality of work.
• Maintained detailed records of customer interactions in the CRM system, ensuring all pertinent information was
• accurately documented for future reference.
• Maximized opportunities for upselling additional products/services through active listening skills that identified specific client needs.
• Reduced order processing times by implementing efficient organizational systems for tracking and managing requests
• Reduced order processing times by implementing efficient organizational systems for tracking and managing requests
• Advising staff on appropriate procedures for directing their IT-related queries and recommendations.
• Receiving and documenting requests for support.
• Receives personal computers and network computing equipment from the vendor; verifies that all components are available and are installed correctly; verifies that add-in circuit boards are installed and meet ordering specifications;
• Prepares computing equipment by installing system files, configuration files and the operating systems; installs the necessary application software on computing equipment and customizes for various implementations;
• Installs work station network software and tests software by attaching computing equipment to the network; installs computing equipment at user site
• Greets and assists Library users in the Circulation area employing effective customer service skills.
• Performs all Circulation area functions effectively.
• Informs Library users of Library Conduct and Borrowing Policies, enforcing them when appropriate.
• Informs Library users of the status of their Library records.
• Processes applications for, and issues, new Library cards.
• Processes overdue materials, including contacting borrowers by phone.
• May assist Library users in locating materials.
• Fields requests for new acquisitions and Interlibrary Loans.
• Assists Library users in printing of the documents
• Notifies Library users of materials being held for them.

• Configuring new desktops and installing them with operating system and necessary softwares and join it to the domain of city of Philadelphia.
• Created and modified user accounts using active directory
• Performing routine inspections and upkeep of existing installations.
• Updating computer operating systems and other important software, as needed.
• Substantiating requests for hardware and software purchases and upgrades, if appropriate.
• Providing suggestions on appropriate training for staff.
• Experience in using remote login tools like bomgar to resolve user issues

Managed on-site installation of new equipment, leading to improved efficiency and reduced downtime.

Resolved system malfunctions with thorough troubleshooting, ensuring optimal system performance.

Conducted regular preventive maintenance checks on equipment, reducing unexpected downtime and repair costs.

Provided ongoing training for end-users, enhancing their knowledge of systems and increasing productivity.

Improved customer satisfaction by providing timely and efficient technical support for hardware and software issues.

Assisted in the development of customized solutions tailored to client requirements, maximizing customer satisfaction.

Maintained accurate records of service calls and repairs performed, ensuring compliance with company policies and industry standards.

Increased first-call resolution rates through comprehensive problem analysis paired with swift action plans.· Replaced cash jam from the media dispenser of NCR ATM machines and tested the machines to ensure that the machine is working properly.

· Replaced Ink ribbon of a NCR ATM machine.

· Replaced printer jams in NCR ATM machine.

· Replaced debit card readers , hand scanners in Wallmart in the retail Side.

· Replaced Single node transfer from the media dispenser of NCR ATM machine.

· Installed and updated iso images on NCR cash registers and performed weight calibration on NCR cash registers.

· Replaced the alarm cables in NCR ATM machines.

· Experience with Service now ticketing System.

· Replaced Scalable deposit module of NCR ATM Machines.

· Experience With Microsoft Word ,Microsoft outlook.

· Experience in hardware replacement such as harddisks, memory , cpu cooling fan, and keyboard of the desktop computers.

· Provide high-quality and positive support to end-users experiencing technical difficulties via phone, email and through remote login sessions.

Log all help desk interactions via computerized ticketing system

· Proficiency with Windows server, Active Directory, Microsoft office 365 and GPO.

· Proficiency in configuring different layer 2 technologies which includes vlans, intervlan routing, VTP , STP and Etherchannel.

· Experience in Network cabling, Ip addressing and subnetting with Variable length sunbnetting.

· Management of ticket systems with proper documentation of all work done.

· Configured Cisco Switches using terminal software putty and created vlans on those switches and assigned those vlans to various department of the company.

· Involved in mounting the dual monitors of and attaching it to the cpu ,keyboard an d mouse

· Imaged over 50 laptops and desktops using Windows 10.o, Adobe reader, GoogleChrome, MSoffice, Skype for Business , WinZip 112 license, Winzip 112 Update , Macafee agent and patches .Created user accounts for these laptops and desktops and joined it to companies domain before sending it to the users.

• Increased first-call resolution rates through comprehensive problem analysis paired with swift action plans.