Augustine Mathew

Associate Noc Engineer @WORKSENT

Infopark Kochi, IN

Supporting 24/7 IT infrastructure monitoring across multi-client environments in North America using enterprise RMM tools such as Datto RMM, Ninja RMM, and Kaseya. Monitoring servers, endpoints, and network devices, performing initial troubleshooting, and escalating critical incidents in accordance with SLA guidelines.Handling alert monitoring related to server availability, disk space, CPU usage, memory utilization, and network connectivity. Managing ticket workflows using Autotask and Zoho Desk to ensure timely response and resolution tracking.Assisting in daily backup monitoring and verification using Veeam, Datto Backup, and Windows Backup solutions. Performing patch verification, system health checks, and endpoint security monitoring using Webroot, Bitdefender, and Datto EDR.Maintaining technical documentation and operational records using IT Glue and Zoho Vault while communicating incident updates to internal teams and clients.Continuously enhancing skills in networking, Windows Server administration, Microsoft Azure, and endpoint management to build long-term expertise in cloud and infrastructure operations.