Anoop Nair

• 14 years of full-time Information Technology experience in technical & functional L2 & L3 application production
  support / technical support roles in the Internet & Web Presence industries.
• Acquired a rich blend of Application Production support, Technical & Functional support, Team Management, Team mentoring & training roles and responsibilities based on my previous experiences at Pricebaba.com, Directi Web Technologies & Netgains Technologies Pvt. Ltd.
• Cisco and Microsoft certified professional with practical implementation in IT support.
• Experienced in troubleshooting technical incidents (High/Medium/Low Priority), Root cause analysis (RCA), knowledge documentation, incident and problem management in technical application support roles.
• Excellent interpersonal and communication skills with good problem-solving attitude, analytical ability and client
  centric support mindset.
• Proven ability of leading and mentoring teams to effectively manage and exceed customer expectations.
• Experienced in REST API, SQL, Browser development tools, Postman, Kibana, Metabase, NewRelic, JIRA, Putty, etc.
• Worked with cross-functional teams (DBA, System Admin, Engineering, etc.) towards issue resolution & weekend system maintenance.
• Worked with in-house engineering teams as well as external 3rd party vendors such as Google, cPanel, WHMCS, etc. for resolving product integration as well as service outage related issues.
• Conducted training sessions for team members as part of coaching and knowledge sharing initiatives.

• Team Management
• CRM Management
• Service Standard Compliance
• Strategic Planning
• Product Training & Mentoring
• Technical Support
• Customer Retention
• Escalation Management
• Technical Operation Management

Technologies

DNS, HTTP, SMTP, Web Hosting, REST API, Windows

Languages & Frameworks

HTML, Wordpress, SQL

Tools

Postman, NewRelic, Metabase, Kibana, cPanel, WHMCS, MySQL

Miscellaneous

JIRA, Confluence, Salesforce, Google Workspace, MS Excel

Michael Porter Award for Business Effectiveness

Newfold Digital

Was bestowed with the award for:

• Moving the in-house support helpdesk infrastructure from Kayako to Salesforce CRM.
• Single handedly managing product testing of Salesforce from UAT to PAT.
• Organizing multiple training sessions including one for the entire Wholesale Support Function and walking various cross-functional teams through every applicable
• Ensuring seamless coordination between all stakeholders to ensure timely delivery of completing the product testing for Salesforce migration.

CCNA (Cisco Certified Network Associate) - March 2010
CISCO

Topics covered:

• Building simple LANs, performing basic configurations for routers and switches, and implementing IPv4 and IPv6 addressing schemes.
• Configuring routers, switches and end devices to provide access to local and remote network resources and to enable end-to-end connectivity between remote devices.
• Developing critical thinking and problem-solving skills using real equipment and Cisco Packet Tracer.
• Configuring and troubleshooting connectivity for small networks using security best practices.

MCTS (Microsoft Certified Technology Specialist) - Windows Server 2008 Active Directory - April 2010
Microsoft

Topics covered:

• Configuring Domain Name System (DNS) for Active Directory
• Configuring the Active Directory infrastructure
• Configuring Active Directory Roles and Services
• Creating and maintaining Active Directory objects
• Maintaining the Active Directory environment
• Configuring Active Directory Certificate Services

• Excellent verbal & written communication skills.
• Committed & diligent towards completing tasks at hand.
• Result & goal-oriented approach. Problem solving attitude.
• Good analytical and critical-thinking ability.
• Team-player, client-focused, open to different viewpoints & possibilities.
• Flexible & adaptable to project needs.