Vaishnav Pothan

IT Infrastructure & NOC Analyst with 10+ years of experience in monitoring, troubleshooting, and supporting enterprise-level IT systems across banking, healthcare, and government sectors in the UAE and India. Skilled in network monitoring, incident management, system administration, end-user support, and IT security tools. Strong background in Windows systems, Active Directory, and ITIL-based service operations, ensuring high availability and performance.

Network Operation Center Analyst
Computer Network System(CNS) – Client: Emirates Health Services, Dubai | May 2020 – Present
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Monitor servers, networks, firewalls, UPS, VoIP, and data center infrastructure using ManageEngine & Vertiv Trellis.
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Monitored business-critical URLs and applications using Site24x7 / OpManager monitors.
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Generated performance and availability reports for management review.
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Handled IP telephony support, ensuring accurate display name updates as per user request
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Tuned alert thresholds and notification policies to reduce false positives
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Prioritized incidents according to severity and escalated to the relevant teams for resolution.
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Record, analyze, and escalate incidents via BMC Remedy ensuring SLA compliance.
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Perform initial troubleshooting and problem determination; escalate to L2/L3 support as required.
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Generated reports on CPU, memory, and disk utilization using ManageEngine OpManager
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Maintain near 100% uptime by proactive monitoring and incident response.
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Coordinate with vendors and service providers to ensure issue resolution.
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Prepared and analyzed weekly and monthly availability reports for network devices, Servers and services
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Updating the IP phone display name using cisco cucm

IT Engineer
Elitser Technologies – Client: Emirates NBD Bank, Dubai | Aug 2019 – Mar 2020
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Managing user accounts, groups, and licenses in Microsoft 365 Admin Center.
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Configure user accounts, licenses, security groups, and access policies
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Provided Level 1 & 2 IT support for users, including troubleshooting hardware, software, and network issues.
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Supported end users during Windows 7 to Windows 10 migration.
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Resolved IT incidents and service requests via HPSM ticketing system.
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Configured and troubleshooted MS Outlook (2007–2016), printers, OS issues.
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Supported VPN configuration and remote user connectivity.
IT Support Engineer
Wipro Technologies – Client: First Abu Dhabi Bank, UAE | Aug 2018 – Aug 2019.
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Provided IT support during the merger of First Gulf Bank & NBAD.
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Delivered day-1 IT support to top-level officers and banking staff.
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Supported banking core applications (Finacle, T24, Fin One, BPM, ICCS).
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Handled Active Directory administration and corporate end-user support.
Technical Consultant
KPIT Technologies – Client: Manipal Hospital, Bangalore, India | Aug 2016 – Mar 2018
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Delivered L2 support for hospital IT infrastructure (hardware, OS, applications).
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Installed, configured, and troubleshooted desktop & network systems.
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Managed user accounts, backups, and remote installations.
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Creating and managing User accounts and access to Shared folders.
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Data backup and restoration using Acronis true image.
Desktop Support Engineer
Microhard Service Pvt. Ltd – Client: Christ University, Bangalore, India | Jul 2014 – Jul 2015
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Provided desktop/laptop support, OS installation, and application configuration.
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Installed antivirus, configured printers, and resolved IT tickets via remote tools
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Speak with clients through a series of actions either via phone, email or chat, until technical issues are solved, etc.
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Handle end user support getting remote access using team viewer, any desk, Ammyy admin, SCCM Remote access
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Installation and configuration of Local, Shared, network printers