Roles/Responsibilities
Core work area
• Creating/Analyzing tickets on ISD/Remedy.
• Attending Customer’s Emails/Calls/Chat
• Action all miscellaneous tasks delegated
• Managing available resources across various functions to avoid loss in productivity
• Maintaining individual stats – Quality & Operational
• Supporting cross functional queues during peaks
• Maintaining SLA/FLR
• Adhering to company policies & procedures
Professional Profile
• Total work experience of 8 Years
• Progressive 5 Years of professional experience in IT Infrastructure support as IT Service Desk Engineer.
• Attention to detail with exceptional organizational skills
• Flexible, proactive, and ability to multi-task and work autonomously
• Possess good written and verbal communication skills
• Technologically savvy with extensive knowledge of Windows XP, Windows 7
• Ability to maintain confidential information
Technical Proficiency
• Operating Systems :Windows 98, XP, Vista, Windows 7
• Tools: Altiris, Microsoft Office System (including word, excel and Microsoft Outlook®), Active Directory Services, Dmware Remote Desktop.
• CRM Tools: Remedy/ Service Now/ Altris/HP Openview
Education
BSc. IT, AIEM University, Mum Maharashtra) (2006),
HSC, CBSE (2003),
SSC, CBSE (2001)
Technical Certifications
ITIL V3 Foundation
MCSA 70-410
Vmware – persuing
Career Experience
SUNGARD from Aug 2013 to l date
Company : SUNGARD Availability Services
Project : Internal IT Helpdesk
Designation : System Engineer
Responsibilities:
1. Project Name- ASIT
(a) Creating Incident tickets on Lotus Notes/ Altris
(b) Analyzing tickets on Remedy/ Service Now/ Lotus Notes/Altris/ HP openview.
(c) Creation/deletion//maintenance of user in Active Directory
(d) Providing access to users (drive, folder, file)
(e) Remote desktop support (Dmware, Webex), printer installation, emails setup on Android/Windows/iOS/Blackberry devices.
(f) Software/application installation/deletion.
(g) Desktop/browser optimization.
(h) Outlook/ Lotus Notes related issues.
(i) Escalation management, escalation of incidents to the appropriate support groups
(j) Handling sev1/2 Bridge calls
(k) Validating the failure/down alerts by verifying uptime
(l) Major responsibility is to maintain the SLA for critical issues
(m)Establishing work priorities to ensure that daily work requirements & project deadlines are met.
Skills:
(m) ITIL Services Expertise on Incident, Problem, Configuration Management and Service Desk
(n) Support high priority applications and effectively handling Priority 1 issues
(o) Efficient Coordination of multiple teams for quicker resolution of the issues with minimal effect on business
(p) Highly customer oriented and efficient problem solving skills
(q) Highly proficient with ticket tracking software/web tool (Remedy, Altris, Lotus Notes)
(r) Ability to be effective in a high volume environment and coordinate multiple tasks
(s) Strong verbal and written communication skills with excellent telephone etiquette
(t) Ability to work independently under pressure
(u) Proactive and flexible in work
(v) Ability to identify trouble spots quickly and an excellent team player
TCS from Dec 2012 to Jul 2013
Company : TATA Consultancy Services
Project : Friends Life (IT Helpdesk)
Designation : System Engineer
Responsibiliies:
2. Project Name- Friends life Insurance
(w) Creating (Incident management) tickets on Remedy(email/calls/chat)
(x) Analyzing tickets on Remedy
(y) Creation/deletion//maintenance of user in Active Directory
(z) Providing access to users (drive, folder, file)
(aa) Outlook related issues.
(bb) Assigning tickets to the right department/queue
(cc) Attending client/conference/status calls
(dd) Maintaining TAT/FLR
(ee) C Sat/D Sat analysis, Action plan
(ff) Call Audit/Feedback to team members.
Infosys TSO
From Jan 2011 to Nov 2012
Company : Infosys TSO
Project : Aetna Healthcare Insurance
Designation : Application support Analyst
Responsibilities
3. Application Name- HMO
(gg) Creating (Service management/Incident management) tickets on ISD(email/calls/chat)
(hh) Analyzing tickets on ISD
(ii) Assigning tickets to the right department/queue
(jj) Attending client/conference/status calls
(kk) Maintaining TAT/FLR
4. AFO Anchor
(a) Id creation request
(b) Access Request
(c) Conducting AFO trainings
(d) Handling system/port related issues.
(e) Conducting induction for new joiners.
(f) Basic Domain training for new joiners.
Achievements:
1. Star Performer 2012.
Infosys TSO
From Jan 2010 to Dec 2010
Company : Infosys TSO
Project : Verizon Tech Support
Designation : Sr. Tech Executive L2
Responsibilities:
1. Solving customer queries via phone related to High Speed Internet connection/Tech support.
2. Configuring router/modem
3. Troubleshooting of router/modem
4. Creating tickets on Remedy.
5. Desktop support & System optimization.
WIPRO Ltd.
From Dec 26th 2006 to 19th Jan 2010
Company : Wipro Ltd.
Designation : L2 Support Desk (SME) As Team member of AGL India L2 support desk.
Responsibilities:
1. Solving customer queries via phone related to Billing/High bill/Billing error and Adjustment.
2. Tracking average handling time & transfer rate
3. Target Customer Satisfaction.
4. Handling Escalations
