Software Support Engineer Resume

SUMMARY:

Around 5 years of experience in working on IT Infrastructure Support Management Projects.

WORK SUMMARY:

Confidential

Software Support Engineer

Responsibilities:

Working as a L2 in a worldwide software support department of Confidential .
Handling issues related to own GIS products of PB, resolving issues based on SLA.
Interacting with top MNCs who have purchased PB products.
Complete Involvement in resolution since incident occurred and final resolution.
Supporting Top Tier Telecom companies like Ericsson, Amdocs, Tech Mahindra, NSN, Vodafone etc.
Working in a 24*5 operations with the help of company s issued laptop and a 3G data card.
Supporting GIS products that are mostly used by big telecom, traffic control companies.
Opening bridges for P1/P2 tickets and constantly giving updates to clients.
Handling issues of MapInfo Professional product that is used majorly by Ericsson.
Working on extremely high end critical issues of Citi Bank for the PB s product called Mail360.
Preparing Global Tech support IR report, this is seen by higher management.
Working from home on a 1 month roster basis.
Renewing Map Info Licenses and supporting Ericsson in activating the product.

Confidential

System Administration Analyst

Responsibilities:

Working in Confidential s global Enterprise Command Center data center, handling all the health check of servers.
Scheduling jobs using backup tools.
Remotely accessing the servers and perform the troubleshooting steps to rectify the issue.
Working on BMC remedy ticketing tool to pick tickets and work on it.
Manually going into the data center and replacing storage tapes to the iron mountain guy.
Monitoring running batch jobs and take immediate action if job fails.
Taking care of financial client where main task was to give 100 % availability to client for their live servers.

Confidential

Senior Analyst

Responsibilities:

Worked in Data Center Operations team as a senior analyst,
I was involved in a 24*7 support of supporting a reputed news paper client of UK.
Working on tools like HO OVO, VERITAS Net backup, HP Operations Manager, Microsoft SCOM, HP Service Desk.
Handled issues like health check of servers, handling P1/P2 incidents, making conference calls etc.

Confidential

System Engineer

Responsibilities:

Handling issues of users of medstar,Gives proper turnover to the on - coming shift and shift lead.
The turnover should be reviewed by exiting and oncoming shift lead prior to an individual leaving for that day,Handling in updating COPs Client Operating Procedures, Complete health check of servers remotely,Opening bridges and making a conference between onsite teams,Performing critical failovers from one site to another,Monitoring database issues i.e.
ORACLE,Reviewing MIR Major Incident Report