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Technical Lead Resume

SUMMARY:

  • To be involved in work where I can utilize skill and creatively involved with system that effectively contributes to the growth of organization.
  • 14.10 years of overall experience in Information Technology Enabled Services.

TECHNICAL SKILLS:

Client / Server OS: Windows 7.0 SP1 / Windows 8.0 & 10.0 / Windows Server 2012R2

Cloud Computing: AWS Solution Architect - Associate / MS Azure - Architect

ERP/CRM (Frond End Tool): PeopleSoft 8.4 (HRMS - L&D) / Siebel / Genesys 8.4 / Salesforce

Helpdesk Ticketing Tools: Service Now / CMIS helpdesk tools / HP Service Desk / OTRS (Open ticketing real systems) / Citrix web-logging application tool / Zendesk ticketing tool

Scripting Tools: HTML, JavaScript, XML

Remote Tools: LogMeIn Central/Rescue / Team Viewer / Any desk / Ultra VNC / Skype for Business (SFB)

Office Package: Office 2007/10/13/16 & O365

PROFESSIONAL EXPERIENCE:

Confidential

Technical Lead

Responsibilities:

  • Good Experience in ITIL and Service Delivery Framework
  • Excellent understanding in Incident and Problem Management area for infrastructure and application domains
  • Able to handle P1, P2 bridge calls and ensure the resolution of Incidents end to end.
  • Understanding concept of SLAs, OLAs, and process towards adherence to it
  • Managing the unified communications for Service Interruptions for major incidents
  • Perform the management of both reactive root-cause analysis and proactive trend analysis within IT
  • Understanding of SDLC and ensure adherence of the process and escalation requirements within the various support and delivery areas.
  • Hold regular meetings with IT support groups to review recurring Problems and press for final resolutions
  • Delivering & managing high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customer needs.

Confidential, El Segundo, CA

Technical Lead

Responsibilities:

  • Generating Service desk pending tickets and monitoring the Global Service Desk SLA dashboard.
  • Generating hourly reports on pending ageing tickets and generating report on chat tickets handled by the team. Reaching the end user on getting D-SAT feedback survey.
  • Generating shift handover report to the respective stakeholders of Service Desk team.
  • Having daily review call meeting and discussing on the new issues related to it.
  • Involving with major incident management issues related to network and application issues across the region.
  • Ticket log tracking till closure - checking the progress of an owned tickets during entire lifecycle (from start to end, create to resolve) to ensure that it is resolved within the timeline.
  • Ensuring the Known Error Database (or any other knowledge database) is updated in the share portal & shared to the support teams.
  • Monitoring service desk daily ticket queue, incident and service catalog task queues, generating the report of service desk ticket status (WIP, Closed, Closed In-progress, Assigned to other Service groups).
  • Ensuring service desk team members have the necessary skills to resolve the customer query
  • Ensuring all internal stakeholders has clear visibility into the status of the issues and timely information provided to the cross functional support teams.
  • Created knowledge base article for mobile mail apps of installing & configuring on I-phone / Android devices (mailserver.OKTA.com) and published in the KB article portal.

Confidential

Assistant Manager - Technology

Responsibilities:

  • Deployed and monitoring system asset & software asset management application tool (SAM) with license compliance across PAN-India, to check on the system performance & its utilization on power consumption.
  • Project migration and deployment of client application software’s
  • Project migration and deployment of client application software’s
  • Project migration and deployment of client application software’s
  • Monitoring the effectiveness of Incident Management Process and identify process improvement
  • Supporting BFSI process via remotely on the end user laptop, as based on the ticket / call request.
  • Information Security Incident Report are documented as per the ISMS policy and updated in the share portal.
  • Coordinating with all vendor technical teams for managing the overall Service delivery.
  • Updating share portal with updated reports of process checklist, SOP’s, MIS Reports, Software List, Asset inventory details, Key Vendors details.
  • Ticket log tracking till closure (OTRS) - checking the progress of an owned problem during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the timeline
  • Implementing processes SOP’s, procedures and other mechanisms to assure service performance.
  • Ensuring approvals as per Approval Authority Matrix
  • Ensuring the Known Error Database (or any other knowledge database) is updated in the share portal & shared to the support teams.
  • Submitting request for Change and adheres to Change Management
  • Monitoring service performance, Incident queue & ticket logs.
  • Following the time bound escalation and escalated to next level L3 & L4
  • Ensuring helpdesk team members have the necessary skills to resolve the customer query
  • Keep track of Service desk day-to-day activities, NOC activities and handling client/customer escalation calls (Internal & External).
  • Conducting regular internal service performance review with stake holders
  • Preparing monthly report on the asset inventory details.
  • Scheduling weekly review meeting with engagement team (across PAN India) & presenting R&R awards to business operation process teams. (across 3 branch locations)
  • Monitoring closure of open purchase orders and provision of invoice, on processing the vendor payments
  • Ensuring renewal and finalization of vendor contracts from Finance Dept.

Confidential

Sr. Tech Support

Responsibilities:

  • Troubleshooting for Hardware & Operating System (Windows XP, Vista & Windows 7.0/Windows 8.0) which includes POS application installation, printer issues and updating customer information in Salesforce.com.
  • Handling customer issues by diagnosing the problems & providing resolutions for technical and service.
  • New application installations, upgrading new version of POS applications and registering the payment gateway services for the customer POS systems.
  • Escalated issues as needed and maintained communication with customer and technical teams./monthly
  • Extensively utilized Zendesk tool to record and track issues.
  • Taking backup of customer database from SQL Server Management Studio Tools.
  • Running SQL script for the POS application on the customer systems.
  • Running customer’s database backup daily/weekly/monthly turn-over from the POS system.
  • Updating any additional / modified changes to the POS application are being informed to the customers.
  • Supported for desktop / mobile POS application for the ease to the customers.

Confidential

Technical Consultant

Responsibilities:

  • Handling customer issues by diagnosing the problems & providing resolutions for technical and service.
  • Up-sell technical support contract services to the customer and installations of Confidential Anti-virus & supported software.
  • Achieving 90% customer satisfaction and 95% first time resolution.
  • Ensuring that all call details are captured and entered in the logging software (Content Management System).
  • Troubleshooting for Hardware & Operating System (Windows XP, Vista & Windows 7.0/Windows 8.0) which includes Installation, Boot Issues, Internet Connectivity, Internet Explorer, Media Player and Wireless Printer Issue on the end user’s requests on their computers using remote tool.

Confidential

Technical Support

Responsibilities:

  • Handling customer issues by diagnosing the problems & providing resolutions for technical and service.
  • Supporting all OS (Win XP, Vista & Win 7.0) hardware & software related issues in Confidential desktops, printers and portables.
  • Ensuring that all call details are captured and entered in the logging software (Citrix WebApp tool).
  • Troubleshooting for Hardware & Operating System (Windows XP, Vista & Windows 7.0/Windows 8.0) which includes Installation, Boot Issues, Internet Connectivity, Internet Explorer, Media Player and Wireless Printer Issue.

Confidential

IT Helpdesk Consultant

Responsibilities:

  • Handling incoming incidents via the phone / e-mail,
  • Installation & Un-installation of different software, as per IT standards as well as client requirement.
  • Resetting Mainframe applications password, Windows password, Outlook & IBM Sametime 8.5.1 password by using Active Directory and ensuring 60-90% resolution rate for all calls that were unique.
  • Performed and applied System Administrative privileges\commands\utilities given to our helpdesk for Mainframe, Blackberry issue on Good Technology, I-phone & I-pad issues, Good Technology on Android Phones, Wi-Fi connectivity problem, VPN Client software installation and RSA Soft-token issues.
  • Troubleshoot network connectivity, network printing and user access issues and reduced technical resolution within TAT from two weeks to same day.

Confidential

IT Helpdesk Consultant

Responsibilities:

  • Handling customer issues by diagnosing the problems & providing resolutions for technical and service.
  • Supporting all OS (Win XP, Vista & Win 7.0) hardware & software related issues in Confidential desktops, printers and portables.
  • Troubleshooting for Hardware & Operating System (Windows XP, Vista & Windows 7.0/Windows 8.0) which includes Installation, Boot Issues, Internet Connectivity, Internet Explorer, Media Player and Wireless Printer Issue.

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