1. RINTO ANTONY. A RintoAntony.A@cognizant.com
+91-87544-41729
Synopsis
 Over four years of experience in Technical & Monitoring Support
 Experience in system support forIT Infrastructureusing Gomez & Foglight
 Expertise in team handling & providing technical assistance for client’s
 Comprehensive knowledge in analysing the project requirements and meeting the metrics
 Adhering to project’s best practices and coding standards
 Ability to learn new technologies and tools quickly
 An effectivecommunicatorwith exceptional relationship management skills with the ability
to communicate at any level of business and management agenda
Core Skills
Operating System : Mac OS, WindowsXP/Vista/7
Monitoring Tools : Gomez, Foglight, Catch Point& Solar Winds
Ticketing Tools : Nimsoft, Jira & Confluence Reporting Centre
Technical Strength
 Windows& Mac Administration
 Knowledge on booting process, file systems & transfer protocols
 Basic understanding of DHCP, DNS concepts and administrating the group policy
 Sound knowledgeabout ActiveDirectory
 Networkfundamentals and Switches, Hub, Bridges and router configuration
 Installation and configuration of Windowsoperating systems
Training
 ITILTraining v3Foundation at Cognizant India PvtLtd
 Hardware& softwaretraining in HCL Technologies Ltd
 NetworkAdministration training in Acenet Technologies PvtLtd

2. Certifications
 ITIL® 2011 Foundation, External certification
Educational Qualifications
 Xth at St Martin’s High School,Palakkad- Kerala
 HSC at St Paul’s HSS, Palakkad- Kerala
 Bachelor degree in Electronicsand Communication Engineering from RVS College Of
Engineering & Technology,Coimbatore – Tamilnadu
Career Profile
Assignmentin Cognizant Technology Services
Cognizant Technology Services, India: Since October 2013 - Till Now
Assignment : IT Service Desk & Monitoring Support
Client : Houghton Mifflin Harcourt
Description : Application & Server Monitoring and TechnicalSupport
Role : TechnicalLead
Responsibilities:
Monitoring Role (Current):
 Monitoring the availability and performance of the applications which are being monitored
by Gomez, Foglight, Catch Point & Solar Winds
 Basic troubleshooting in Gomez, Foglight & Catch Point
 Testing and deploying scripts in Gomez , Foglight & Catch Pointconsole
 Creating synthetic transaction scripts and configuring service definitions in Foglight & Catch
Point
 Creating backbone test , configuring alerts and scheduling downtime for applications in
Gomez
 Creating Dashboard View in Foglight

3.  Administering the cost management of Gomez on weekly and monthly basis
 Sending reports to concerned team on a weekly basis tocheck out the availability of the
overallapplications whichare being monitored fromboth Gomez and Foglight
 Creating trend analysis report referring tothe performance of client applications
 Platformadministration, managing user accounts and giving access to clients on request
 Creating users and group permission
 Managing user accounts and giving access to clients for requested applications
Service Desk Role:
 Act as a single point of contactforphone calls and emails from client regarding ITissues and
queries
 Maintaining an Asset Database and trackchanges
 Log all calls in the ServiceDesk Call Logging system (SCSM)
 Basic ActiveDirectory knowledge.Creating user accounts, reset passwords, create group etc.
 Ask questions todetermine nature of problem
 Walk customer through problem-solving process
 Resolvetechnical problems withLocal Area Networks (LAN), Wide Area Networks(WAN),
and other systems
 Install computer peripherals forusers
 Take ownership of user problems and follow up the status of problems on behalf of the user
and communicate progress in a timely manner
 To maintain a high degree of customer service for all support queries and adhere to all
service management principles
 Providestats forthe weekly Service Desk report on call trends
 Publishing support documentation to assist staff with requests forinformation & provide
staff training if required

4. Assignmentin HCL TECHNOLOGIES Ltd
HCL TECHNOLOGIES Ltd (BSERV), India: Since December 2011 to July 2013
Account/Assignment : ETON
Client : British TelecomUK
Description : TechnicalSupport (Broadband & Telephone) - Voice
Role : TechnicalSupport Officer
Responsibilities:
 Assist the customer in Technical issues related to Broadband and Telephone
 Troubleshooting the Broadband connectivity problemof the End user
 Configuring Wired, Wireless ADSL Router and Hub
 Keep updating the customer regarding the fault whichthey havereported
Implementation:
 Trouble-shooting all the issues related tosoftware& hardware
 Handle and take responsibility for Critical Situations, communicating and working
effectively withServicemanagement team and the client
 Provideprocess measurements forthe purpose of continuous service delivery
improvements
 Maintaining daily,weekly and monthly reports and reviewing the overallperformance in
terms of SLAs
 Maintaining high standards of Service LevelAgreements (SLAs)
 Handling escalations
Personal Details
Fathers Name : Arul Antony Swamy
Date of Birth : 07- Jun -1989
Permanent address : Arul Nivas,Erumakkaranoor,
Kozhippara, Palakkad,
Kerala - 678557